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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.

Am I entitled to a refund?

Good to know: you do not get any money back if …
  • the compensation is less than € 2.30.
  • a longer travel time was 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,’ such as a nationwide power outage.

How much money will you get back?

The entire trip price, part of it, or a fixed amount: how much money you get back depends on your situation. Such as which travel ticket you used and how much delay you experienced.

With more than an hour delay, you often get the cost of your entire trip back, and with shorter delays half. You can find all details in our compensation table.

View the conditions here:

Conditions: refunds for delays with the Intercity direct

How do you claim money back after a delay?

How you claim money back for your delay depends on which ticket you had and where you traveled. You can request a refund up to 3 months after your travel date.

OV-chipkaart or OV-pas

Do you have a Mijn NS account and travel using an OV-chipkaart or OV-pas? 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.

NS-Business Card

If you have traveled with your NS-Business Card, you can do so in Mijn NS Zakelijk. Choose 'Travel history' and then search for the journey in question. Once found, request a refund.

Debit card or single-use chipkaart

Have you traveled with your contactless debit card, credit card or debit card on your mobile, smartwatch or single-use chipkaart? Then ask for a refund using our form.

High Speed Line

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.

International travel

You can request a refund for delays on op international routes or using an international ticket via NS International.

Individual ticket - purchased from NS
E-ticket or mobile ticket

E-tickets or mobile tickets cannot be changed, returned and refunded unless there is a delay of 60 minutes or more. In that case, you can choose from 2 options:

Supplementary ticket

Also if you traveled with a supplementary ticket you can submit a request online. If you have traveled with a Railrunner, Dagkaart Hond or Dagkaart fiets you can fill this in under the heading Supplementary tickets in the form. It is also possible to submit a request via My NS. Log in to Mijn NS and click on the tab Seperate ticket.

Individual ticket - not purchased from NS

Did you not purchase your e-ticket or mobile ticket from NS, but your delay at NS was at least 30 minutes?  You can apply for a refund via our form if your e-ticket or mobile ticket was purchased from:

  • Tranzer app
  • 9292 app (via ticketing partner Tranzer)
  • Gaiyo app (via ticketing partner Innovactory)
  • Go About app
  • ChipBizz (via OV-shop)
  • Student Mobility

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:

  1. a copy of your ticket or bill
  2. your scheduled departure time according to the rail timetable
  3. the NS departure and arrival stations
  4. length of delay (30-59 minutes or 60 minutes or more)
  5. your address and IBAN number.

You can send your refund request to: NS Klantenservice, Postbus 2372, 3500 GJ Utrecht.

Reimbursement payment

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.

Automatic refund

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 1 month, then please contact NS Customer Service