My international train has been cancelled, leaving me stranded. What can I do now?
Sorry we are unable to transport you to your final destination today. We know how frustrating it is when things do not go according to plan.
This page is for passengers travelling on an international train and stranded in the Netherlands. This is why you have received a flyer from us explaining that we offer you a one-time opportunity to book a hotel yourself. On this page, we would like to further explain the conditions under which you can take this option.
Which train service has been cancelled?
We cannot help you if you are stranded with:
Train operator and route
Are you travelling with any of the aforementioned train operators? If so, we can unfortunately not be of assistance. Please, contact this train operator directly to arrange hotel accommodation or alternative transport.
We can help you if you planned to travel with:
- Eurostar to Belgium and France
- Eurocity Direct
- ICE
- Nightjet
What you can do
Now that we cannot transport you any further, you are entitled to support. Of course, we are happy to assist you with this. We expect many calls for assistance today. Therefore, we are giving you a one-off option to book a hotel and even taxi yourself, according to the conditions mentioned below. We will also explain how to continue your journey tomorrow and how to request compensation.
Book hotel accommodation
In this particular situation, you are entitled to a hotel accommodation, including breakfast and transport from the station to the hotel and back. The total (for hotel room, breakfast and transport from the station to the hotel and back) is a maximum of (including VAT):
Conditions for booking hotel accommodation yourself
- € 175 per room, with 2-person booking (when travelling alone)
- € 200 per room, with 2-person booking
- € 250 per room, with 3-person booking
Need help booking a hotel? Or do you not wish to book it yourself?
Go to the train or station employee who gave you the flyer with the link to this website. Or call NS International Customer Service at +31 (0)30 23 000 23 (we are available 24/7 for hotel booking assistance).
How you will get to your destination the following day
We will gladly help you check which train you can take the following day to reach your final destination. This will require checking the validity of your ticket and changing it. You can do this by contacting:
- Your original point of sale
- Staff at an NS International desk at the station
- NS International Customer Service at +31 (0)30 23 000 23 (each day between 07.00 and 23.00 hrs. we can check the validity of your ticket and change it).
Request compensation for delays
We will reimburse you for any costs incurred for a hotel accommodation or taxi ride to the starting point or final destination of your train journey. You can also request compensation because the train you were to travel with was delayed.
We now use two separate forms for this purpose. We are working diligently to improve this in the future.
Terms and conditions compensation
- You have an original invoice (receipt) for your hotel stay, breakfast and transportation.
- You can prove with your international ticket that you were stranded during your trip.
- You submit your claim within 3 months of your date of travel.
1. Submit your hotel or taxi claim via the chat
You can submit your taxi claim via our chatbot. The chatbot guides you step by step and asks only the questions that are necessary. You can also easily add attachments, such as photos or tickets. Click the link below to start your request. You will be taken directly to the correct conversation.
We aim to process your claim within 1 month.
2. Compensation for delayed and stranded international train
Did you book with NS International?
Since your train is delayed, you may be entitled to compensation because of this delay. The amount of compensation may vary from one train operator to another. Use the form below to request compensation for all passengers included in your booking.
Did you not book with NS International?
Then contact your original point of sale to discover if you are entitled to compensation for delays and stranded travel.