NS International does everything in its power to ensure that your train will be on time. Unfortunately, some trains do still experience delays. A delay is the difference between the time at which the timetable states a train should arrive at its destination and the time at which it actually arrives. We will give you a refund to compensate you for the inconvenience.
We are busier than usual, it will take us about 8 weeks to respond.
You will be eligible for compensation if the delay you suffered meets on of the following conditions:
If you do not meet the above conditions, you are not entitled to compensation. This also applies when NS International has announced a longer journey well in advance on Travel updates or NS International app.
Compensation of less than € 4.00 will not be paid. Except for customers with a subscription that gives right to 100% discount for travelling in the Netherlands. Supplements are included in the compensation; booking fees or transaction costs are not.
You will not receive compensation if the delay has been caused, because:
A distinction is made between a delay attributable to the carrier(s) and a delay due to a force majeure situation.
Force majeure applies in the following situations (list not exclusive):
In case of force majeure Thalys only offers compensation in cash according to the following criteria:
| How long was the delay? | Amount of compensation | Header | Header | Header |
|---|---|---|---|---|
| Less than 60 minutes | You are not entitled to any compensation | Content | Content | Content |
| Meer dan 60 min. t/m 119 minuten | 25% van de ticketprijs | Content | Content | Content |
| 120 minuten of meer | 50% van de ticketprijs | Content | Content | Content |
When a delay is attributable to the carrier(s) the compensation is:
| How long was the delay? | Amount of compensation | Header | Header | Header |
|---|---|---|---|---|
| Less than 30 minutes | You are not entitled to any compensation | Content | Content | Content |
| 30 to 59 minutes | 20% of the ticket price one-way trip as Thalys voucher | Content | Content | Content |
| 60 to 119 minutes | 50% of the ticket price one-way trip as Thalys vouche or 25% of the ticket price one-way trip in money | Content | Content | Content |
| 120 minutes or more | 100% of the ticket price one-way trip as Thalys voucher or 50% of the ticket price one-way trip in money | Content | Content | Content |
Did you suffer a delay during your journey with Eurostar? Then you can submit your request for compensation directly to Eurostar.
Compensation for e.g. ICE International, Intercity Brussels, Intercity Berlin or TGV.
| How long was the delay? | Amount of compensation | Header | Header | Header |
|---|---|---|---|---|
| Less than 60 minutes | You are not entitled to any compensation | Content | Content | Content |
| 60 to 119 minutes | 25% of the ticket price (one-way ticket) | Content | Content | Content |
| 120 minutes or more | 50% of the ticket price (one-way ticket) | Content | Content | Content |
When travelling with an Interrail or Eurail ticket, you can request compensation directly to the Eurail organisation.
Compensation Interrail
Compensation Eurail
The NS International voucher and the Thalys voucher, issued by the NS International Customer Service, are valid for 12 months and can be used to purchase a ticket at one of the service offices with a NS International counter or via NS International Service Center (030-2300023).
Also when booking online, it is possible to exchange your voucher. In that case, send the voucher, stating your booking code (DNR) to:
NS International Service Center,
Antwoordnummer 4470,
3500 VE Utrecht.
When you purchase an international ticket at an NS ticket machine, you can send both your used tickets and your vouchers together with your bank details to this same address after your journey. Your money will then be deposited into your account.