Request money back
Follow these step-by-step instructions.
Step 2. Which train caused the delay?
Select the railway company you travelled with and for which you are requesting compensation. Did you experience delays on multiple legs? You can explain this later.
Eurostar to Belgium/France provides compensation according to the scheme below:
| Arrival delay | Compensation in Eurostar vouchers | Compensation in cash |
|---|---|---|
| Less than 60 minutes | No compensation | No compensation |
| 60-119 minutes | 30% of your ticket price* | 25% of your ticket price* |
| 120-179 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* |
*One-way ticket price
Conditions for compensation
You are not entitled to compensation if:
- You do not have a valid ticket for the delayed train
- The delay was less than 60 minutes
- The delay was known at the time of ticket purchase
- Your journey took place more than 3 months ago
- You planned too short a transfer or arrival time
- You are travelling with multiple tickets and missed your international train due to a delay of an earlier train
Supplements are included in the compensation calculation; service or transaction fees are not.
Eurostar London provides compensation according to the scheme below:
| Arrival delay | Compensation in Eurostar vouchers | Compensation in cash |
|---|---|---|
| Less than 60 minutes | No compensation | No compensation |
| 60-119 minutes | 30% of your ticket price* | 25% of your ticket price* |
| 120-179 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
Submit your compensation request to Eurostar
ICE, Eurocity Direct, EuroCity, Nightjet and TGV provide compensation according to the scheme below:
| Arrival delay | Compensation |
|---|---|
| Less than 60 minutes | No compensation |
| 60-119 minutes | 25% of your ticket price* |
| 120 minutes or more | 50% of your ticket price* |
*One-way ticket
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the delayed train
- The delay was less than 60 minutes
- The delay was known at the time of ticket purchase
- Your journey took place more than 3 months ago
- You planned too short a transfer time or arrival time
- Your compensation amounts to less than €4 per ticket. The minimum amount paid out as compensation is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a delay of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service fees or transaction fees are not.
Step 3. Did you purchase the delayed train ticket via NS International or did you travel with your OV chip card or bank card?
Submit your compensation request to NS International
In the Train Service form, select ‘NS’ and then ‘Outside the Netherlands’.
Apply for compensatie
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the delayed train
- The delay was less than 60 minutes
- The delay was known at the time of ticket purchase
- Your journey took place more than 3 months ago
- You planned too short a transfer time or arrival time
- Your compensation amounts to less than €4 per ticket. The minimum amount paid out as compensation is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a delay of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service fees or transaction fees are not.
Submit your compensation request to NS
Did you travel within the Netherlands only with an NS intercity, sprinter or local train? If your delay exceeded 30 minutes, you can request compensation from NS.
Submit your compensation request to Interrail or Eurail
Only for travellers who purchased an Interrail or Eurail pass through Interrail/Eurail. Did you buy your ticket from NS International? Then please go back in the step-by-step plan and select the correct train company to apply for compensation.
Step 2. Select the railway company for which you have an unused ticket.
Step 3. Where did you book your journey?
Step 4. Cancel your ticket online via My NSI
If you were unable to travel because your Eurostar train was cancelled, the best way to request compensation is to cancel your ticket online. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Log in to My NSI account
You can log in with your existing NS account if it is linked to the email address used for your booking.
Create an account
Create a My NSI account using the email address used for your booking.
Are you unable to cancel your entire journey free of charge? Please contact NS International Customer Service.
Or contact us by phone at +31 (0)30 23 000 23.
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the disrupted train journey
- The delay was less than 60 minutes
- The disruption was known at the time of ticket purchase
- You chose not to travel
- Your journey took place more than 2 months ago
- You planned too short a transfer or arrival time Your compensation amounts to less than €4 per ticket. The minimum compensation payout is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a disruption of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service or transaction fees are not.
Step 4. Cancel your ticket via your travel agent, tour operator or NS International service desk.
If you were unable to travel because your Eurostar train was cancelled, the best way to request compensation is to cancel your ticket via the point of sale where you made your booking. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Step 4. Cancel your ticket via My NSI
If you were unable to travel because your Eurostar train was cancelled, the best way to request compensation is to cancel your ticket online. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Log in to My NSI account
You can log in with your existing NS account if it is linked to the email address used for your booking.
Create an account
Create a My NSI account using the email address used for your booking.
Are you unable to cancel your entire journey free of charge? Please contact NS International Customer Service.
Or contact us by phone at +31 (0)30 23 000 23.
Step 4. Cancel your ticket via your travel agent, tour operator or NS International service desk.
If you were unable to travel because your Eurostar train was cancelled, the best way to request compensation is to cancel your ticket via the point of sale where you made your booking. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Step 3. Where did you book your journey?
Stap 4. Cancel your ticket via My NSI
If you were unable to travel because your TGV train was cancelled, the best way to request compensation is to cancel your ticket online. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Log in to My NSI account
You can log in with your existing NS account if it is linked to the email address used for your booking.
Create an account
Create a My NSI account using the email address used for your booking.
Are you unable to cancel your entire journey free of charge? Please contact NS International Customer Service.
Or contact us by phone at +31 (0)30 23 000 23.
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the disrupted train journey
- The delay was less than 60 minutes
- The disruption was known at the time of ticket purchase
- You chose not to travel
- Your journey took place more than 2 months ago
- You planned too short a transfer or arrival time Your compensation amounts to less than €4 per ticket. The minimum compensation payout is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a disruption of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service or transaction fees are not.
Step 4. Cancel your ticket via your travel agent, tour operator or NS International service desk.
If you were unable to travel because your TGV train was cancelled, the best way to request compensation is to cancel your ticket via the point of sale where you made your booking. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Step 3. Where did you book your ICE, Eurocity Direct, EuroCity or Nightjet journey?
Step 4. Has the date of your planned train journey already passed, or is it still upcoming?
Stap 5. Cancel your ticket via customer service
If you were unable to travel because your train was cancelled, the best way to request compensation is to contact our customer service. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Contact us by phone at +31 (0)30 23 000 23.
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the disrupted train journey
- The delay was less than 60 minutes
- The disruption was known at the time of ticket purchase
- You chose not to travel Your journey took place more than 2 months ago
- You planned too short a transfer or arrival time Your compensation amounts to less than €4 per ticket. The minimum compensation payout is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a disruption of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service or transaction fees are not.
Stap 5. Cancel your ticket via customer service
If you were unable to travel because your train was cancelled, the best way to request compensation is to cancel your ticket online. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Log in to My NSI account
You can log in with your existing NS account if it is linked to the email address used for your booking.
Create an account
Create a My NSI account using the email address used for your booking.
Are you unable to cancel your entire journey free of charge? Please contact NS International Customer Service.
Contact us by phone at +31 (0)30 23 000 23.
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the disrupted train journey
- The delay was less than 60 minutes
- The disruption was known at the time of ticket purchase
- You chose not to travel Your journey took place more than 2 months ago
- You planned too short a transfer or arrival time Your compensation amounts to less than €4 per ticket. The minimum compensation payout is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a disruption of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service or transaction fees are not.
Stap 4. Cancel your ticket via your travel agent, tour operator or NS International service desk.
If you were unable to travel because your train was cancelled, the best way to request compensation is to cancel your ticket via the point of sale where you made your booking. This is the fastest way to receive your compensation. It is also possible to change your ticket. Both options are available up to 2 months after the travel date.
Step 3. Did you purchase the unused ticket via NS International or were you planning to travel with your OV chip card or bank card?
Submit your compensation request to NS International
In the Train Service form, select ‘NS’ and then ‘Outside the Netherlands’.
Apply for compensation
Conditions for compensation
You are not entitled to compensation if:
- You are not in possession of a valid ticket for the disrupted train journey
- The delay was less than 60 minutes
- The disruption was known at the time of ticket purchase
- You chose not to travel
- Your journey took place more than 2 months ago
- You planned too short a transfer or arrival time Your compensation amounts to less than €4. The minimum compensation payout is €4 (except for customers travelling with a subscription that provides 100% discount within the Netherlands)
- You are travelling with multiple tickets and, due to a disruption of an earlier train, you missed your international train
Supplements are included in the compensation calculation; service or transaction fees are not.
Submit your compensation request to NS
Did you travel within the Netherlands only on an NS intercity, sprinter or local train? If your delay exceeded 30 minutes, you can request compensation from NS.
Apply for compensation
Submit your compensation request to Interrail or Eurail
Only for travellers who purchased an Interrail or Eurail pass through Interrail/Eurail. Did you buy your ticket from NS International? Then please go back in the step-by-step plan and select the correct train company to apply for compensation.
Request a refund
If you open the ticket gates by scanning the barcode as a PDF or screenshot, money may be incorrectly charged from your bank account. In this case, you accidentally checked in with your mobile payment card instead of your e-ticket. You can recognise an incorrect charge on your bank statement by the reference starting with NLOV, the amount, and the check-in time. From 6 days after your journey up to 60 days after your journey, you can request a refund via the OVpay website.
Frequently asked questions about refunds for disrupted journeys
How long does it take before I receive my refund?
Will I also be reimbursed for additional expenses I incurred? For my hotel or taxi?
When am I entitled to a refund in case of disruption?
This differs per train operator, but in general the following conditions apply:
- You are in possession of a valid ticket for the disrupted train journey
- The delay was 60 minutes or more, or the train was cancelled
- The disruption was not known at the time of ticket purchase
- Your journey took place less than 2 months ago
Follow the step-by-step plan on this page for more information per train operator.
I decided not to travel. What can I do to get my money back?
If you decide not to travel, you can only receive a refund if this is allowed under the fare conditions. Please go to MyNSI or contact the point of sale where you purchased your ticket. If you were unable to travel due to special circumstances, you may also try to claim a refund through your travel or cancellation insurance.
My bicycle was not allowed on board. How do I request compensation?
Did you make a reservation for your bicycle, but it was not allowed on board? And were you therefore unable to travel? Then you may be entitled to compensation. Did you purchase your tickets via the NS International website, app or customer service? Then you can easily request compensation via our chatbot. Did you purchase your tickets from a travel agent, tour operator or NS International service desk? Then request compensation at the point of sale where you purchased your ticket.