Follow these step-by-step instructions.
Please indicate below on which route the delay occurred. You can explain this later if you were delayed on multiple routes.
Delay | Compensation in Eurostar vouchers | Compensation in cash |
---|---|---|
Less than 60 minutes | No compensation | No compensation |
60 t/m 119 minutes | 30% of your ticket price* | 25% of your ticket price* |
120 t/m 179 minutes | 60% of your ticket price* | 50% of your ticket price* |
More than 180 minutes | 75% of your ticket price* | 50% of your ticket price* |
*Ticket price of a one-way trip
You are not entitled to compensation if:
Supplements are included in the compensation; booking or transaction fees are not
Delay | Compensation in Eurostar vouchers | Compensation in cash |
---|---|---|
Less than 60 minutes | No compensation | No compensation |
60 t/m 119 minutes | 30% of your ticket price* | 25% of your ticket price* |
120 t/m 179 minutes | 60% of your ticket price* | 50% of your ticket price* |
More than 180 minutes | 75% of your ticket price* | 50% of your ticket price* |
*Ticket price of the route
Please note that different rules may apply in case of train cancellations. If so, please get in touch with us.
Delay | Compensation |
---|---|
Less than 60 minutes | No compensation |
60 t/m 119 minutes | 25% of your ticket price* |
More than 120 minutes | 50% of your ticket price* |
*Ticket price of a one-way trip
You are not entitled to compensation if:
Supplements are included in the compensation; booking or transaction fees are not
When you purchased your ticket from NS International, the delay suffered is part of an international train journey. If you travelled with your OV-chipkaart or debit card, the delay is not part of an international train journey.
You are not entitled to compensation if:
Supplements are included in the compensation; booking or transaction fees are not
Did you travel within the Netherlands solely on an NS intercity, sprinter or local train (all-stations train)? Then, you may request compensation from NS if you are delayed by more than 30 minutes.
If you open the gates when checking in using the barcode as a PDF or screenshot, money may be wrongly debited from your bank account. In this case, you accidentally checked in with your debit card on your mobile instead of your e-ticket. You can recognise an incorrect debit on your bank statement by the reference beginning with NLOV plus the amount and the check-in time. You can request a refund on the OVpay website 6 to 60 days after the trip.
This varies between train operators, but generally the following conditions apply:
- You hold a valid ticket for the delayed train
- The delay was more than 60 minutes
- The delay was not known when you purchased your ticket
- Your journey was less than 3 months ago
Go through the step-by-step instructions on this page for more information by train operator.