Customer Service / Request money back

Request money back

Have you booked with the Group Travel Department? Then apply for compensation at Groepsreizen@ns.nl.

Follow these step-by-step instructions.

Step 1. What are you requesting?
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

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
  • 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.

Request compensation from Eurostar

Submit your request for compensation to Interrail or Eurail
Request compensation from Interrail
Request compensation from Eurail
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ICE International, Eurocity Direct, EuroCity, 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

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 per ticket. 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.

Request compensation

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.

Go to ovpay.nl

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Frequently asked questions about refunds for delays

How long will it take to get my money back?
If you cancelled your ticket before departure via NSInternational.nl or at the Customer Service Desk, it takes about 2 weeks before the amount is credited to your account. However, due to the current workload in settling claims, getting a refund now takes longer than you are accustomed to. Unfortunately, the processing time is 8 weeks at the moment.
Will I also be reimbursed for the extra costs I made? For my hotel or taxi?
Whether you will be reimbursed for additional costs depends on various factors. It depends, for example, on which train you travelled with and the cause of the delays.
I received an NS International voucher. How can I redeem it?
You can pay directly using your voucher when you buy your ticket at the NS International desk in the Service Shop. When purchasing your ticket via NSInternational.com you must first pay for the booking in full. Then send your credit note, stating your booking code (DNR), to NS International Customer Service / Antwoordnummer 4470 / 3500 VE Utrecht. When we receive it, we will deduct your credit from your booking. The value of your voucher will be refunded to the account used to pay for the booking. Please note: a voucher issued by, for example, Eurostar to Paris or Eurostar to London cannot be used with us.
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.

After how much delay will I get compensated?
Compensation policies differ per train operator. Usually, if you are delayed by more than 60 minutes, you are entitled to compensation. Go through the step-by-step instructions on this page for more information by train operator.