Request money back
Follow these step-by-step instructions.
Step 2. Which train was delayed?
Please indicate below on which route the delay occurred. You can explain this later if you were delayed on multiple routes.
Eurostar Belgium/France offers compensation according to the following list:
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
Terms of compensation
You are not entitled to compensation if:
- You do not hold a valid ticket for the delayed train
- The delay was less than 60 minutes
- The delay was known at the time you purchased your ticket
- Your journey was more than 3 months ago
- You planned too little time to catch your connecting train or upon arrival
- You are travelling with multiple tickets and you have missed your international train due to a delay of an earlier train
Supplements are included in the compensation; booking or transaction fees are not
Eurostar London offers compensation according to the schedule below:
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
Submit your request for compensation to Eurostar
Please note that different rules may apply in case of train cancellations. If so, please get in touch with us.
Submit your request for compensation to Interrail or Eurail
ICE International, Intercity Brussels, Nightjet, Intercity Berlin or TGV offer compensation according to the schedule below:
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
Terms of compensation
You are not entitled to compensation if:
- You do not hold a valid ticket for the delayed train
- The delay was less than 60 minutes
- The delay was known at the time you purchased your ticket
- Your journey was more than 3 months ago
- You planned too little time to catch your connecting train or upon arrival
- Your compensation is less than € 4.00. The minimum compensation to be paid out is € 4.00 (except for customers travelling with a season ticket that entitles them to 100% discount within the Netherlands)
- You are travelling with multiple tickets and you have missed your international train due to a delay of an earlier train
Supplements are included in the compensation; booking or transaction fees are not
Step 3. Was the delay part of an international train journey?
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.
Submit your request for compensation to NS International
Request compensation
Terms of compensation
You are not entitled to compensation if:
- You do not hold a valid ticket for the delayed train
- The delay was less than 60 minutes
- The delay was known at the time you purchased your ticket
- Your journey was more than 3 months ago
- You planned too little time to catch your connecting train or upon arrival
- Your compensation is less than € 4.00. The minimum compensation to be paid out is € 4.00 (except for customers travelling with a season ticket that entitles them to 100% discount within the Netherlands)
- You are travelling with multiple tickets and you have missed your international train due to a delay of an earlier train
Supplements are included in the compensation; booking or transaction fees are not
Submit your request for compensation to NS
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.
Ask for your money back
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.
Frequently asked questions about refunds for delays
How long will it take to get my money back?
Will I also be reimbursed for the extra costs I made? For my hotel or taxi?
I received an NS International voucher. How can I redeem it?
Under which circumstances can I get my money back if my train is delayed?
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.