Refunds for delays
We understand how irritating it is to experience a delay on your train journey in the Netherlands, so we offer a refund for delays of 30 minutes or more.
The amount of the refund depends on your individual situation (vergoedingentabel).
Refunds are not granted if…
- the amount is less than € 2.30.
- the longer travel time was announced in advance.
- a rail carrier other than NS caused the delay.
- you forgot to check in or out with your OV-chipkaart or NS-Business Card.
- the request was submitted 3 or more months after the travel date.
- the delay was caused by force majeure, such as a nationwide power outage.
you were not able to board a crowded train due to the current coronavirus prevention measures.
How to arrange your request
- Do you have a Mijn NS account and travel using an OV-chipkaart or a single-use chipkaart? If so, then the easiest and fastest way to submit a refund request is via Mijn NS.
- You can also claim a refund without an Mijn NS account, but then you will not have access to your travel history.
- If you travelled using an e-ticket, mobile ticket or supplemental ticket, you can submit a refund request online. If you travelled using a Railrunner, Dagkaart Hond or Dagkaart Fiets, then you can enter it in the form under the heading 'Supplemental tickets'. You can also submit a request via Mijn NS. To do so, log in to Mijn NS and click on the heading 'Separate ticket'.
- If you travelled using the High Speed Line aboard the (Intercity direct or the Intercity Den Haag-Eindhoven via Breda), then you can also submit a request online for delays of longer than 15 minutes. You will be asked to submit your card number along with the request.
- If you travelled using an NS-Business Card, then you can submit a refund request via your Mijn NS Zakelijk account.
- If you used a Grensabonnement to travel across the Dutch border, and experienced a delay within the Netherlands aboard NS, then you can use this form to submit a refund request.
- You can request a refund for delays on op international routes or using an international ticket via NS International.
Travelling with e-tickets or mobile tickets that were not purchased via NS
If you did not purchase your e-ticket or mobile ticket from NS, and you experienced a delay of 30 minutes or more while travelling aboard an NS train, then you can submit a refund request via the online channels listed above if you purchased your e-ticket or mobile ticket from:
• 9292 app (via e-ticketing partner Tranzer)
• Gaiyo app (via e-ticketing partner Innovactory)
The same applies to discount coupon codes purchased from NS partners (such as drug stores or supermarkets) and then redeemed for an NS e-ticket or mobile ticket at ns.nl.
In all other cases, you can submit your refund request via post. Please include the following information with your request:
- a copy of your ticket or bill
- your scheduled departure time according to the rail timetable
- the NS departure and arrival stations
- length of delay (30-59 minutes or 60 minutes or more)
- your address and IBAN number.
You can send your refund request to: NS Klantenservice, Postbus 2372, 3500 GJ Utrecht.
Did you submit a request online? Then we will email you a confirmation of receipt within a few minutes. In most cases, your request will be processed within a few days. You will then receive an email from us informing you of whether your request was accepted, and if so what the refunded amount will be. If you submitted a paper form and did not provide an email address, you will receive a message by post.
If you submitted a request within 5 days after your journey, then processing usually takes at least one week because delay information takes time to be confirmed by our system.
If you are entitled to a refund, then the amount will automatically be transferred to the account you have specified. If you have not been contacted regarding your request within 6 weeks, then please contact NS Customer Service