For travel agents / How can we help you? / Refund

Refund

Please use the online refund form in the following cases:

Tickets cannot be cancelled in the sales system. (at the latest 1 month after departure)
Requesting a refund for (unused) tickets because the traveler did not travel due to a delay of 60 minutes or more or train cancellations (excluding Eurostar to London).
Refund requests Eurostar:
- Eurostar to London: AOP is not activated for the cancelled or delayed train (60 minutes or more)
- Eurostar to Belgium/France: AOP is not activated or does not apply to the corresponding outbound or return journey (same DNR)
- Exchanging with the original departure and destination station is not possible because of engineering works on the route.
- Exchanging or cancelling in accordance with the fare conditions cannot be carried out in the sales system(opens in new tab)
- Exchanging because of a cancelled departure or destination station involves extra costs. Leniency is applied
- Change from Eurostar to Eurostar. Eurostar changes the timetable which results in the time to change trains at Brussel-Zuid/Midi being too short for a connection to London. Leniency is applied.

Attention: In the event of delay, the customer can ask for a refund after the trip. This can be done without intervention of the agent. In this case, the refund will be deposited directly into your customer's account. The only exception is delays on Eurostar to London. A request for compensation can only be made directly to Eurostar.

Request refund

Make sure to fill in all fields marked with an * on the form. Clearly provide the following information in the Explanation/reason for cancellation:

Explain the reason for the choice you made under 'Ticket'.
The amount.
The relevant (new) booking code (DNR/PNR).

If you wish to send multiple files, please add them as a ZIP file. Learn here how to do this. If you handle the refund as an agent, the settlement will be made via the monthly invoice.

Refund form

Please note: If you see the following text after clicking 'Send', the request has been sent: ‘Thank you, your request has been sent. You will receive an email confirmation containing all the fields you have completed. One of our employees will process your refund request'.

Shortly afterwards, you will receive an email confirmation of the application containing all the fields you filled in on the form. The application will only be processed once you have received this confirmation. NS International Customer Service aims to process your request within four weeks of receipt.

Do you have questions about the refund form? Then please consult Instructions: Online refund process for agents in Kennistrein.