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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?

Which reimbursement?

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. 

How to arrange your request

  • OV-chipkaart or single-use chipkaart

    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.

  • NS-Business Card

    If you travelled using an NS-Business Card, then you can submit a refund request via your Mijn NS Zakelijk account.

  • Debit card

    Have you traveled with your contactless debit card, credit card or debit card on your mobile or smartwatch? 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.

  • E-ticket, mobile ticket or additional 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.

  • E-ticket, mobile ticket or additional 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)

    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

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