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Refunds for delays on a domestic route

Was your train journey delayed? Then you may be able to ask for some of your money back. The amount refunded depends on the ticket type and the length of the delay.


When do you receive a refund for a delayed journey?

You are entitled to a refund if you arrive at the NS station that is your final destination with a delay of 30 minutes or more. The route must be identified as a route by the NS travel planner. 

How much of the cost of the delayed journey is refunded?

This depends on the type of ticket you used and whether the delay was between 30 and 60 minutes or more than 60 minutes. Check the refund table to see which refund applies for each situation and whether one applies to you. 

Good to know: you can request a refund for an ICE supplement fee if you experience a delay of 30 minutes or more during the train journey.

When do you not receive a refund for a delayed journey?

  • You have experienced a delay of less than 30 minutes.
  • The refund is less than € 2.30 (see the table).
  • NS has announced a longer journey time in advance (you can find information about engineering work along the route at Scheduled engineering work).
  • Your right to travel (a season ticket for example) is on an OV-chipkaart or NS-Business Card and you have not checked in or not checked out.
  • The delay was caused by another carrier and not by NS.
  • Certain kinds of force majeure, such as nationwide power failures.
  • You requested a refund more than 3 months after the journey date.
  • You have not enclosed proof that you traveled on the delayed train.

How to request a refund for a delayed journey

OV-chipkaart and single-use chipkaart

If you travel with an OV-chipkaart or a single-use chipkaart, you can request a refund for delays via Mijn NS. To do so, you must have a Mijn NS account. If you do not yet have an account, you can easily request one on the Mijn NS website. 

You can also request a refund using the paper form'Refunds for delays'.This form is available at the station or  online

If you still have not received a message regarding your request after 28 working days, then you can contact NS Customer Service.

NS-Business Card

If you use an NS-Business Card, you can request a refund for a delay of 30 minutes or more via  Mijn NS Zakelijk. Select the delayed journey by clicking on the link under the heading 'Travel history' in the transaction overview.

The refund is based on the prices for travelling during peak or off-peak hours, even if you have a season ticket. For a delay of 30-59 minutes, you are eligible for a refund of 50% of the ticket price. For delays of 60 minutes or more, you are eligible for a refund of the full price of the ticket.

Your company's NS contact person can request refunds for department or company cards. This can only be done using the form Refunds for delays.

If you still have not received a message regarding your request after 28 working days, then you can contact NS Customer Service.

OV-jaarabonnement, Grensabonnement

If you travel using an OV-Jaarabonnement or a Grensabonnement, you may only request a refund for delays using the paper form. This form is available at all NS stations, or you can request a form online. The form will then be sent to your address.

Supplemental tickets

If you travel with an extra ticket, such as a railrunners or a bicycle day ticket, you can also use the 'Refund request form'.

Refunds on optional days

If you experience a delay while traveling on your optional day, then you are also eligible for a 'refund due to delay'. The refund for optional days (€ 3.50 per optional day) only applies for delays of 60 minutes or longer.

Instructions on how to use the paper refund request form

In most cases, you can easily request a refund for delays via Mijn NS. Or you can use the paper form 'Refunds for delays', which is available online, at an NS Service Desk or by telephone at NS Customer Service. When using the form please take the following into account:

  • Use only the original form
  • Use one form for each person and journey date
  • If you travel using an OV-chipkaart or NS-Business Card, use one form per person and per journey
  • Enclose the tickets or copies as indicated on the form

When travelling with NS using your OV-chipkaart (e.g. travel on account, travelling using a card linked to your bank account or travelling using a season ticket with which you check in and out) you do not need to enclose proof of your journey. However, you must have checked in and out so that NS know what your departure and arrival stations are.

If you have not yet received a reply to your request after 28 working days, then please contact NS Customer Service.