Good to know: you will not receive a refund if …
- the refund is less than € 2,30.
- a longer travel time had already been announced in advance.
- a carrier other than NS caused the delay.
- you did not have a valid ticket.
- there was a 'special case of force majeure', for example a nationwide power outage.
How much will you get back?
The full fare for your journey, part of it, or a fixed amount: how much you receive depends on your situation, for example which ticket you used and how long the delay was.
For delays of more than an hour you often receive the full fare for your journey, and for shorter delays you usually receive half. You can find all details in our compensation table.
View the terms and conditions here:
How do you claim a refund after a delay?
How you claim a refund for your delay depends on which ticket you used and where you travelled. You can claim a refund up to three months after your travel date.
Do you have a Mijn NS account and did you travel with an OV-chipkaart or OV-pas? Request your refund quickly and easily via Mijn NS.
Find the delayed journey in your travel history. In the Journey details you will find a link to a pre-filled form.
If you do not have a Mijn NS account, request your refund via our online form. You will not have access to your travel history and must enter the details of the delayed journey yourself.
Payment card or single-use OV-chipkaart
Did you travel using your contactless payment card, credit card, payment card on your mobile or smartwatch, or a single-use OV-chipkaart? Complete our online form to request a refund for your delay.
If you travelled using your NS-Business Card you can request a refund in Mijn NS Zakelijk. Choose 'Gemaakte reizen' and find the relevant journey. Once located, request a restitutie.
Did you travel, in part or in full, on the high-speed line (Intercity direct or the Intercity Den Haag–Eindhoven via Breda)? You can request a refund for a delay using our online form.
This applies from 15 minutes of delay. The request is simple: you only need to provide your card number.
Were you delayed on an international route, or did you travel with an international ticket? You can request a refund via NS International.
Single ticket – bought from NS
E-ticket or mobile ticket
Did you travel with an e-ticket or mobile ticket? E-tickets and mobile tickets cannot be changed, returned or refunded unless the delay was at least 60 minutes. You then have two options:
- Change your ticket and travel at a later time.
- Request a refund for the cost of your ticket via our online form.
Supplementary ticket
Did you hold a supplementary ticket when your delay occurred? Then submit a request via our online form.
Did you travel with a Railrunner, Dagkaart Hond or Dagkaart Fiets? Use our online form and state this under ‘Supplementary tickets’. You can also submit a request via Mijn NS. Log in and click the ‘Single ticket’ tab.
Single ticket – not bought from NS
Did you buy your e-ticket or mobile ticket somewhere other than NS but experience a delay on our services? You can request a refund for delays from 30 minutes. Do this using our online form or via Mijn NS, if you bought your e-ticket or mobile ticket from:
- Tranzer
- 9292 (via ticketing partner Tranzer)
- Gaiyo
- Go About
- ChipBizz (via OV-shop)
- Student Mobility
Did you buy an e-ticket or mobile ticket on ns.nl using promotion coupon codes from NS partners, such as pharmacies or supermarkets? You can also request a refund via our online form or via Mijn NS.
In all other cases you can send your refund request by post. Please gather the following information first:
- A copy of your ticket or invoice
- Your scheduled departure time according to the timetable
- The NS station you left from and the NS station where you arrived
- The length of the delay (30–59 minutes or 60 minutes and longer)
- Your address details and bank account number (IBAN)
Have you collected all the information? Then send it to:
NS Klantenservice
Postbus 2372
3500 GJ Utrecht
Assessment of your request
Did you submit your request online? You will receive an email confirmation within a few minutes. You will usually get another email within a few days telling you whether your request has been approved and how much you will receive.
Did you send your request by post? If you included your email address, we will reply digitally. If not, we will inform you by post whether your request has been approved and how much refund you will get.
Did you submit your request within five days of your travel date? It will take at least a week before you receive our reply because the delay data only becomes final in our systems then.
Payment of your compensation
Are you entitled to compensation? We will transfer the amount to the bank account you provided. If you have not heard anything one month after submitting your request, please contact Customer Service.