When do I qualify for a refund?When you have been delayed 30 minutes or more.
The refund policy applies
- If you arrive at your destination station 30 or more minutes late as a result of an NS delay, irrespective of the cause of the delay.
- On all domestic NS journeys.
- To certain extra tickets/passes, such as Railrunners and Bicycle Day Travel tickets.
The refund policy does not apply
- If the amount to be refunded is less than euro 2.20.
- If the request is done more than 3 month's after the day of travelling.
- If NS communicated the extended journey time in advance. Information on track works can be found at Changes In Rail Traffic. Teletext page 754 and www.9292ov.nl also contain information concerning interruptions due to tracks works and other circumstances.
- If the delay occurred while travelling with other carriers such as Arriva and Syntus.
- When the delay is due to forces of nature (thunderstorms causing power outages, flooding, earthquakes, etc.)
- On international journeys.
Calculating your delay
A delay is the difference between the time you were supposed to arrive at your destination station according to the NS timetable and the time you actually arrived.