Travel information / During your trip / Disrupted journey - what can you do?

Disrupted journey - what can you do?

Are you already on your way and has your international train been cancelled or delayed? Follow the step-by-step guide to see what you can do.

Step 1. Which situation applies to you?
Step 2. Do you want to continue your journey today?
Step 3. Which train was cancelled?

Check your ticket to see which train operator you booked with.

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. Check current disruptions

First, see if you can continue your journey with another train:

  • Is there a disruption on your route? Then follow the travel advice in the disruption notice.
  • No disruption? Continue to step 2.

Check current disruptions

2. Travel with the next Eurocity Direct or EuroCity
  • You may travel on the next Eurocity Direct, EuroCity, or domestic trains without changing your ticket. This applies to all types of tickets.
  • Before boarding, please report to the train manager of the next Eurocity Direct or EuroCity and show proof of your delay, for example a screenshot of your cancelled train in the itinerary planner.
  • Use the NS International App or the itinerary planner on our website to plan your adjusted journey.

Did you miss another connection?
Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

Step 4. When are you travelling?

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. Check current disruptions

First, check whether you can continue your journey with another train:

  • Is there a disruption on your route? Then follow the travel advice in the disruption notice.
  • No disruption? Continue to step 2.

Check current disruptions

2. You can take the next available train
  • Since your train was cancelled, you may travel on the next available ICE.
3. Plan your adjusted journey

Follow the steps below to replan your trip:

  1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
  2. Found an alternative route? Then check with the train manager of the next train whether seats are available.
  3. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.

Do you have a seat reservation?
If your booked train is cancelled, your seat reservation becomes invalid. We cannot guarantee a new reserved seat on the next train. Would you like to reserve a new seat? Please contact NS International Customer Service or the point of sale where you purchased your ticket. If seats are still available, we’ll be happy to help you with a new reservation.

Did you miss another connection?
Did the delay or disruption cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

  

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. Check current disruptions

First, check whether you can continue your journey with another train:

  • Is there a disruption on your route? Then follow the travel advice in the disruption notice.
  • No disruption? Continue to step 2.

Check current disruptions

2. You can take the next available train
  • Since your train was cancelled, you may travel on the next available ICE.
3. Plan your adjusted journey

Follow the steps below to replan your trip:

  1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
  2. Found an alternative route? Then check with the train manager of the next train whether seats are available.
  3. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.
4. Change your reserved seat

If your booked train is cancelled, your seat reservation becomes invalid. During the high season, a seat reservation is mandatory. A staff member at the international service desk will be happy to check whether seats are still available and, if possible, help you make a new reservation. You can also contact NS International Customer Service or the point of sale where you purchased your ticket.

Did you miss another connection?
Did the delay or disruption cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

Step 4. What route are you travelling on?

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. Change your ticket

If your Eurostar train was cancelled, you can change your ticket in three ways:

  1. Online via Mijn NSI: The fastest and easiest option is to change your ticket online via My NSI.
  2. At an international service desk: Visit an international service desk at the station for help with changing your ticket.
  3. Did you not book with NS International? If you booked through a travel agent, tour operator, or another point of sale, please change your ticket there.

2. Get proof of delay

If you missed your international connection due to a cancelled international train, you may need a proof of delay. You do not need proof of delay if you changed your entire journey online or at an international service desk.

  • You can get proof of delay at the international service desk at the station where your delayed train arrives.
  • You can also obtain proof of delay from NS International Customer Service.

Tip

Getting proof of delay in France when transferring to another station
Do you think you might miss your connection at another station? First obtain a proof of delay at the station where you arrive with your delayed train before continuing your journey.

In France the rules are strict. If you miss your train, you may be required to travel back to your transfer station. With a validation you avoid additional delays and are well prepared.

3. Plan your adjusted journey

Follow the steps below to replan your trip:

  1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
  2. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.

Did you miss another connection?
Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. Go to the Eurostar Terminal
  • Head to the Eurostar Terminal in Amsterdam, Rotterdam, Brussels, or London.
  • Are you at a station without a Eurostar Terminal? Travel with your current ticket to the station where your Eurostar departs. There, your ticket and seat reservation can be changed.

2. Change your ticket
  • Staff at the Eurostar Terminal will assist you with changing your ticket.

3. Plan your adjusted journey
  • The staff at the Eurostar Terminal will help you find the next available train to continue your journey.

Did you miss another connection?
Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. Go to the Eurostar Terminal
  • Head to the Eurostar Terminal in Paris, Lille, or London.
  • Are you at a station without a Eurostar Terminal? Travel with your current ticket to the station from which your Eurostar departs. There, your ticket and seat reservation can be changed.

2. Change your ticket
  • Staff at the Eurostar Terminal will assist you with changing your ticket.

3. Plan your adjusted journey
  • The staff at the Eurostar Terminal will help you find the next available train to continue your journey.

Did you miss another connection?
Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

What can you do?

Follow the steps below to continue your journey after a cancelled train:

1. You can take the next available train
  • Because your train was cancelled, you may continue your journey on the next available TGV.
2. Plan your adjusted journey

Follow the steps below to replan your trip:

  1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
  2. Found an alternative route? Then check with the train manager of the next train whether seats are available.
  3. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.

Tip

Getting proof of delay in France when transferring to another station
Do you think you might miss your connection at another station? First obtain a proof of delay at the station where you arrive with your delayed train before continuing your journey.

In France the rules are strict. If you miss your train, you may be required to travel back to your transfer station. With a validation you avoid additional delays and are well prepared.

Did you miss another connection?
Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

 

What can you do?

If your Nightjet is cancelled, it’s possible that you won’t reach your final destination that day.

Follow the steps below for assistance:

  1. First, listen to announcements at the station for the latest information.
  2. Ask the train manager of the international train for more details.
  3. Go to an international service desk at the station for further assistance.
  4. Contact NS International Customer Service or the point of sale where you purchased your ticket if the steps above don’t provide a solution.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

What can you do?

Missed a domestic train

Take the next available domestic train as soon as possible. Make sure to travel to the departure station of your international train on the next available service. Your ticket remains valid and does not need to be changed.

Did you miss another connection?
Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

Missed an international train

In case of a delay or disruption to your international train, it's best to ask for help from:

  1. The train staff on board the affected train
  2. The international service desk at the station

Still need assistance or not sure what to do? Then contact NS International Customer Service or the point of sale where you purchased your ticket.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

Step 3. Where did you book your journey?

What can you do?

You do not wish to continue traveling today, and prefer to cancel your trip or travel on another day.

Good to know
  • You can change or cancel your ticket up to two months after your original travel date.
  • The conditions for changing or cancelling vary depending on your ticket. Additional fees may apply.
  • An increasing number of tickets can be easily changed or cancelled through My NSI.

If the option above is not working, please contact NS International Customer Service to change or cancel your journey. If your delay is 60 minutes or more, no cancellation fees apply.

NS International service desk
Did you book your ticket at an NS International service-desk? You can change or cancel your ticket there as well

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

What can you do?

Change or cancel your ticket via your travel agent, tour operator, or other point of sale.

Contact the point of sale where you purchased your ticket. You can change or cancel your ticket there.

Frequently asked questions

How can I request a refund for a delay?
If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
What is proof of delay, where can you get it, and when do you need it?
Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
How can I stay up to date with my journey?
Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
Where can I find an international service desk at major stations?
For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
What are the opening hours of NS International desks?
View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
Did you miss your international train due to a delay on your way to the station?
In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

Step 2. Do you want to continue your journey today?
Step 3. Which train are you unable to take?

Check your ticket to see which train operator you booked with.

What can you do?

Follow the steps below to continue your journey after a missed connection:

1. Travel with the next Eurocity Direct or EuroCity
  • You may travel on the next Eurocity Direct, EuroCity, or domestic trains without changing your ticket. This applies to all types of tickets.
  • Before boarding, please report to the train manager of the next Eurocity Direct or EuroCity and show proof of your delay, for example a screenshot of your delayed train in the itinerary planner.

    Did you miss another connection? Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

    Step 4. When are you travelling?

    What can you do?

    Follow the steps below to continue your journey after a missed connection:

    1. Get proof of delay

    Train-specific ticket (not flexible)
    Did you miss your international connection due to a delayed train? In some cases you will need proof of delay. This is mandatory for train-specific tickets, such as with the Sparpreis or Supersparpreis fare. You can find this information on your ticket.

    Flexible ticket (no train-specific binding)
    Do you have a flexible ticket that is not tied to a specific train, such as Full-Flex or Flexpreis? Then proof of delay is not required. Please continue to point 2.

    You can get proof of delay from:

    • The train staff of the delayed international train
    • The international service desk at the station
    • You can also obtain proof of delay from NS International Customer Service

    2. Plan your adjusted journey

    Follow the steps below to replan your trip:

    1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
    2. Found an alternative route? Then check with the train manager of the next train whether seats are available.
    3. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.

    Do you have a seat reservation?
    If you miss your booked train, your reserved seat will no longer be valid. We cannot guarantee that a new seat will be available on the next train. Would you like to reserve a new seat? Please contact NS International Customer Service or the point of sale where you purchased your ticket.If seats are still available, we’ll be happy to help you make a new reservation.

    Did you miss another connection?
    Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

    Frequently asked questions

    How can I request a refund for a delay?
    If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
    What is proof of delay, where can you get it, and when do you need it?
    Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
    How can I stay up to date with my journey?
    Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
    Where can I find an international service desk at major stations?
    For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
    What are the opening hours of NS International desks?
    View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
    Did you miss your international train due to a delay on your way to the station?
    In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

    What can you do?

    Follow the steps below to continue your journey after a missed connection:

    1. Get proof of delay

    Train-specific ticket (not flexible)
    Did you miss your international connection due to a delayed train? In some cases you will need proof of delay. This is mandatory for train-specific tickets, such as with the Sparpreis or Supersparpreis fare. You can find this information on your ticket.

    Flexible ticket (no train-specific binding)
    Do you have a flexible ticket that is not tied to a specific train, such as Full-Flex or Flexpreis? Then proof of delay is not required. Please continue to point 2.

    You can get proof of delay from:

    • The train staff of the delayed international train
    • The international service desk at the station
    • You can also obtain proof of delay from NS International Customer Service

    2. Plan your adjusted journey

    Follow the steps below to replan your journey:

    1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
    2. Found an alternative route? Then check with the train manager of the next train whether seats are available.
    3. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.
      3. Change your reserved seat

      If your booked train is cancelled, your reserved seat will no longer be valid. During the high season, a seat reservation is mandatory. A staff member at the international service desk will be happy to check if seats are still available and, if possible, help you make a new reservation. You can also contact NS International Customer Service or the point of sale where you purchased your ticket.

      Did you miss another connection?
      Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      Step 4. What route are you travelling on?

      What can you do?

      Follow the steps below to continue your journey after a missed connection:

      1. Change your ticket
        • At an international service desk: Visit an international service desk at the station for help with changing your ticket.

      2. Get proof of delay

      If you miss your international connection due to a delayed train, you will need proof of delay.

      You can get proof of delay from:

      • The train staff of the delayed international train
      • The international service desk at the station where your delayed train arrives
      • You can also obtain proof of delay from NS International Customer Service

      Tip

      Getting proof of delay in France when transferring to another station
      Do you think you might miss your connection at another station? First obtain a proof of delay at the station where you arrive with your delayed train before continuing your journey.

      In France the rules are strict. If you miss your train, you may be required to travel back to your transfer station. With a validation you avoid additional delays and are well prepared.

      3. Plan your adjusted journey

      Follow the steps below to replan your journey:

      1. Plan your adjusted journey using our app or itinerary planner: Use the NS International App or the itinerary planner on our website.
      2. Need assistance? Ask for help planning your journey. A staff member at the international service desk will be happy to assist you.

      Did you miss another connection?
      Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      Follow the steps below to continue your journey after a missed connection:

      1. Go to the Eurostar Terminal
      • Go to the Eurostar Terminal in Amsterdam, Rotterdam, Brussels, or London to change your ticket and seat reservation and continue your journey.
      2. No Eurostar Terminal at your station?
      • Travel with your current ticket to the station from which your Eurostar departs. There, you can change your ticket and seat reservation at the Eurostar Terminal.

      Did you miss another connection?
      Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      Follow the steps below to continue your journey after a missed connection:

      1. Go to the Eurostar Terminal
      • Go to the Eurostar Terminal in Paris, Lille, or London to change your ticket and seat reservation and continue your journey.
      2. No Eurostar Terminal at your station?
      • Travel with your current ticket to the station from which your Eurostar departs. There, you can change your ticket and seat reservation at the Eurostar Terminal.

      Did you miss another connection?
      Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      Follow the steps below to continue your journey after a missed connection:

      1. Get proof of delay

      If you miss your international connection due to a delayed train, you will need proof of delay.

      You can get proof of delay from:

      • The train staff of the delayed international train
      • The international service desk at the station where your delayed train arrives
      • You can also obtain proof of delay from NS International Customer Service

      Tip

      Getting proof of delay in France when transferring to another station
      Do you think you might miss your connection at another station? First obtain a proof of delay at the station where you arrive with your delayed train before continuing your journey.

      In France the rules are strict. If you miss your train, you may be required to travel back to your transfer station. With a validation you avoid additional delays and are well prepared.

      2. Change your ticket
      • At the international service desk at the station, staff will help you change your ticket and seat reservation.
      3. Plan your adjusted journey
      • The staff at the international service desk will help you find the next available train to continue your journey. They can also assist you in planning your adjusted itinerary.

      Did you miss another connection?
      Did the delay or disruption also cause you to miss an international connection with another train operator? Go back one step in this guide and click on the relevant train operator.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      If your Nightjet is cancelled, it’s possible that you won’t reach your final destination that day.

      Follow the steps below for assistance:

      1. Go to an international service desk at the station for further assistance.
      2. Contact NS International Customer Service or the point of sale where you purchased your ticket if the steps above don’t provide a solution.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      In case of a delay or disruption to your international train, it’s best to ask for help from:

      1. The train staff on board the affected train
      2. The international service desk at the station

      Still need assistance or not sure what to do? Then contact NS International Customer Service or the point of sale where you purchased your ticket.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      Step 3. Where did you book your journey?

      What can you do?

      You do not wish to continue traveling today, and prefer to cancel your trip or travel on another day.

      Good to know
      • You can change or cancel your ticket up to two months after your original travel date.
      • The conditions for changing or cancelling vary depending on your ticket. Additional fees may apply.
      • An increasing number of tickets can be easily changed or cancelled through My NSI.

      If the option above is not working, please contact NS International Customer Service to change or cancel your journey. If your delay is 60 minutes or more, no cancellation fees apply.

      NS International service desk
      Did you book your ticket at an NS International service-desk? You can change or cancel your ticket there as well

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      Change or cancel your ticket via your travel agent, tour operator, or other point of sale.

      Contact the point of sale where you purchased your ticket. You can change or cancel your ticket there.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      Step 2. What can you do if you miss the last train or if it gets cancelled?

      Follow the steps below:

      1. First, listen to announcements on board your cancelled train or at the station for the latest information.
      2. Ask the train manager of the international train for more details.
      3. Visit an international service desk at the station for further assistance.
      4. If the steps above don’t provide a solution, contact NS International Customer Service or the point of sale where you purchased your ticket.
      How will you continue your journey tomorrow?

      We’re happy to help you find a suitable train for your journey tomorrow. To do so, the validity of your ticket must be checked or adjusted. You can arrange this at an international service desk, through NS International Customer Service (if you booked with us), or via the point of sale where you purchased your ticket.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

      What can you do?

      In the event of a disruption, such as a strike or storm, you will receive an email from us with information that specifically applies to your journey.

      Always follow the instructions in this email. This information takes precedence and replaces the other steps on this page. The same applies to any other emails we send you regarding your journey.

      Frequently asked questions

      How can I request a refund for a delay?
      If you experienced a delay during your trip, you may be entitled to compensation. More information and the application form can be found on the 'Request money back' page.
      What is proof of delay, where can you get it, and when do you need it?
      Proof of delay is an official document that confirms your train was delayed. You need it if you miss your international train due to a delay or other disruption. With this proof, you can board the next available train from the same train operator at no extra cost. You can obtain verification from the train staff of the delayed train, at the international service desk at the station, or through NS International Customer Service.
      How can I stay up to date with my journey?
      Use the NS International App or the itinerary planner on our website to plan your adjusted journey. We recommend always importing your tickets into the NS International App. The app provides the most up-to-date travel information for your trip.
      Where can I find an international service desk at major stations?
      For an overview of international service desk locations at stations such as Amsterdam, Schiphol, Rotterdam, Brussels, and Paris, please check the station maps.
      What are the opening hours of NS International desks?
      View the opening hours of our service desks and shops. Is the NS International desk closed? We recommend contacting NS International Customer Service for further assistance.
      Did you miss your international train due to a delay on your way to the station?
      In some cases, you can change or cancel your ticket. This depends on the fare conditions, and additional charges may apply. Check your ticket conditions for more information.

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