What compensation does NS offer?

You are delayed by 30 to 59 minutes

We will compensate you for your delay (50% of your ticket). You can claim your money back by submitting a Delay Refund request.

You have reached your final destination but were delayed by more than 60 minutes

We will refund your ticket (100% of your ticket). You can claim your money back by submitting a Delay Refund request.

You are aborting your journey because you would be delayed by more than 60 minutes

1. We will refund your ticket, either by (1) repaying your fare or (2) giving you a coupon code for a new ticket. You can claim your money back by submitting a Delay Refund request. You can claim a coupon code for an  e-ticket  by reaching out to NS Customer Service.
   
   We will also refund any other train tickets you bought to travel back to your station of departure, because you had to abort your journey. To claim a refund with the Delay Refund form  (1), reply to the email confirming your Delay Refund request and claim back your additional expenses. If Customer Service gives you a coupon code for an e-ticket (2), you can also claim your additional expenses back at the same time.
2. You can also choose to change the date on your ticket so that you can make your journey some other day. Under the European Passenger Rights Regulation, we are also required to offer compensation for delays (25% of your ticket for delays between 60 and 119 mins and 50% of your ticket for 120 mins, based on the leg of your journey that was delayed). You can do both by reaching out to NS Customer Service.
3. We will refund your ticket (100% of your ticket). You can claim your money back by submitting a Delay Refund request.

You have an OV-chipkaart that you use for full-fare or discounted travel (Discount season ticket valid at the time of your journey) and you have a ticket, i.e. you have checked in.

You are delayed by 30 to 59 minutes

We will compensate you for your delay (50% of your ticket). You can claim your money back by submitting a Delay Refund request.

You have reached your final destination but were delayed by more than 60 minutes

We will refund your ticket (100% of your ticket). You can claim your money back by submitting a Delay Refund request.

You are on your way but are aborting your trip because you would be delayed by at least 60 minutes

1. We will refund your ticket (your fare up till now). You can claim your money back by submitting a Delay Refund request. We will also refund any  other train tickets you bought to travel back to your station of departure, because you had to abort your journey. You can claim your money back by replying to the e-mail confirming your 'Delay Refund request' and claiming back your additional expenses.
2. We will refund your ticket (100% of your ticket).  You can claim your money back by submitting a Delay Refund request.

You have an OV chipkaart with a season ticket for free travel (Vrij season ticket) that you plan to use outside a free-time travel slot or on a route other than your free route and you have a ticket, i.e. you have touched in. This applies to passengers with a Weekend-Vrij season ticket travelling on a weekday, for instance.

You are delayed by 30 to 59 minutes

We will compensate you for your delay (50% of your ticket). You can claim your money back by submitting a Delay Refund request.

You have reached your final destination but were delayed by more than 60 minutes

We will refund your ticket (100% of your ticket). You can claim your money back by submitting a Delay Refund request.

You are on your way but are aborting your trip because you would be delayed by at least 60 minutes

1. We will refund your ticket (your fare up til now). You can claim your money back by submitting a Delay Refund request. We will also refund any  other train tickets you bought to travel back to your station of departure, because you had to abort your journey. You can claim your money back by replying to the e-mail confirming your 'Delay Refund request' and claiming back your additional expenses.
2. We will refund your ticket (100% of your ticket).  You can claim your money back by submitting a Delay Refund request.

You have an OV chipkaart with a season ticket for free travel (Vrij season ticket) that you plan to use during a free-time travel slot or on your free route and you have a ticket, i.e. you have checked in.

You are delayed by 30 to 59 minutes

We will compensate you for your delay. This compensation depends on your season ticket (see compensation table). You can claim your compensation by submitting a Delay Refund request.

You have reached your final destination but were delayed by more than 60 minutes.

We will compensate you for your delay. This compensation depends on your season ticket (see compensation table). You can claim your compensation by submitting a Delay Refund request.

You are on your way but are aborting your trip because you would be delayed by at least 60 minutes

We will compensate you for your delay. This compensation depends on your season ticket (see compensation table). You can claim your compensation by submitting a Delay Refund request.

You are using your day out and your train journey is delayed by 30 to 59 minutes.

We will compensate you for your delay (50% of your ticket).  You can claim your money back by submitting a Delay Refund request.

You are using your day out and you reached your final destination with a delay of 60 minutes or more.

We will compensate you for your delay (100% of your ticket).  You can claim your money back by submitting a Delay Refund request.

You are still using your day out but you are aborting your trip because you would be delayed by at least 60 minutes.

1. We will refund your ticket.  You can claim your money back by submitting a Delay Refund request. We will also refund any  other train tickets you bought to travel back to your station of departure, because you had to abort your journey. You can do both by reaching out to NS Customer Service.
2. We also offer you the option to reschedule your journey to some other day, using a new ticket. Under the European Passenger Rights Regulation, we are also required to offer compensation for delays (25% of your ticket for delays between 60 and 119 mins and 50% of your ticket for 120 mins, based on the leg of your journey that was delayed). You can do both by reaching out to NS Customer Service.
3. We will refund your ticket (100% of your ticket). You can claim your money back by submitting a Delay Refund request.

You are using your overnight stay and your train journey is delayed by 30 to 59 minutes

We will compensate you for your delay (50% of your ticket).  You can claim your money back by submitting a Delay Refund request.

You are using your overnight stay and you reached your final destination with a delay of 60 minutes or more.

We will compensate you for your delay (100% of your ticket).  You can claim your money back by submitting a Delay Refund request.

You are still using your overnight stay but you are aborting your trip because you would be delayed by at least 60 minutes.

1. We will refund your ticket.  You can claim your money back by submitting a Delay Refund request. If you had already started your journey using a single ticket, we will also refund any other train tickets you bought to travel back to your station of departure, because you had to abort your journey. You can claim your money back by replying to the e-mail confirming your 'Delay Refund request' and claiming back your additional expenses.
2. We also offer you the option to reschedule your journey to some other day, using a new ticket. Under the European Passenger Rights Regulation, we are also required to offer compensation for delays (25% of your ticket for delays between 60 and 119 mins and 50% of your ticket for 120 mins, based on the leg of your journey that was delayed). You can do both by reaching out to NS Customer Service.
3. We will refund your ticket (100% of your ticket). You can claim your money back by submitting a Delay Refund request.

You've found yourself stranded. It is not possible to continue your journey or travel via a detour by train. You do not know how long the problem will last.

What can we offer, and how can you arrange it?

In certain exceptional (individual) circumstances, we can decide to provide alternate transportation in the form of a taxi. In this case, we will arrange the taxi service for you. Contact an NS employee at the station, or call our Customer Service (for example, via the Service & Alarm post on the platform) to ask if this service applies to your specific situation. If you have received explicit permission to arrange alternate transportation yourself, such as a taxi, then you can claim a refund for the expenses (with proof of payment). Please contact our Customer Service before you arrange anything yourself.

Important: we will not pay compensation for taxi expenses you arrange yourself, unless NS has given explicit permission to claim a refund for alternate transportation costs, such as a taxi. You must provide proof of permission, or our Customer Service must have made a note of the situation.

We expect you to reach your destination station with a delay of 60 minutes or more, and NS has not informed you of the available transportation options along another route, either via the Travel Planner or the station public address system, within 100 minutes of the scheduled departure time of the delayed or cancelled train or the missed last connection.

Please note: this pertains to providing you with information within 100 minutes. For example, NS may recommend that you take a bus or train that departs more than 120 minutes after your scheduled departure time.

What can we offer, and how can you arrange it?

We will offer compensation for the costs you incur for arranging the alternate public transport (rail, coach or bus) if the costs are necessary, suitable and reasonable and if you were not informed about the available transportation options along a different route within 100 minutes. You can claim a refund by submitting proof of payment along with the online expense claim form. Please contact our Customer Service before you arrange anything yourself.

• A delayed train results in you not being able to reach your destination station during the same NS timetable day, because the last train on your route has already left.
  In this case, we will provide replacement transport to ensure that you can reach your destination station. NS will decide which replacement travel service to use, depending on the situation. If we are not able to arrange replacement transportation, for example because the final destination is no longer accessible, we will arrange a hotel or other accommodations for you if it is physically possible to do so. Contact an NS employee at the station or call our Customer Service (for example, via the Service & Alarm post at the platform). If you have received explicit permission from our Customer Service to arrange overnight accommodations yourself, then you can claim a refund for the expenses (with proof of payment). Please contact our Customer Service before you arrange anything yourself.

  Important: NS is always the party that decides how overnight accommodations will be arranged. We will not compensate you for hotel expenses you incur on your own initiative, unless NS has explicitly agreed to pay (partial) compensation for these costs. You must provide proof of permission, or our Customer Service must have made a note of the situation.

• The last train in your journey is delayed, so you cannot reach your final destination during the same NS timetable day using the connecting public transport services from your destination station.
  In this case, we will provide replacement transport to ensure that you can reach your final destination. NS will decide which replacement travel service will be provided, depending on the situation. If we are not able to arrange replacement transportation, for example because the final destination is no longer accessible, we will arrange a hotel or other accommodations for you if it is physically possible to do so. Contact an NS employee at the station or call our Customer Service (for example, via the Service & Alarm post at the platform). If you have received explicit permission from our Customer Service to arrange overnight accommodations yourself, then you can claim a refund for the expenses (with proof of payment). Please contact our Customer Service before you arrange anything yourself.

  Important: NS is always the party that decides how overnight accommodations will be arranged. We will not compensate you for hotel expenses you incur on your own initiative, unless NS has explicitly agreed to pay (partial) compensation for these costs. You must provide proof of permission, or our Customer Service must have made a note of the situation.

• NS is not able to offer replacement transportation, for example due to a massive disruption of rail service or if your final destination is not reasonably accessible (for example due to road closures or travel to a Wadden Sea island), which requires you to arrange one or more overnight accommodations.
  In this case, we will arrange a hotel or other accommodations for you, if it is physically possible to do so. Contact an NS employee at the station or call our Customer Service (for example, via the Service & Alarm post at the platform). If you have received explicit permission from our Customer Service to arrange overnight accommodations yourself, then you can claim a refund for the expenses (with proof of payment). Please contact our Customer Service before you arrange anything yourself.

  Important: NS is always the party that decides how overnight accommodations will be arranged. We will not compensate you for hotel expenses you incur on your own initiative, unless NS has explicitly agreed to pay (partial) compensation for these costs. You must provide proof of permission, or our Customer Service must have made a note of the situation.

In the rare case that you cannot reach us, via any channel and after several attempts, you may arrange alternative transport (such as a taxi) yourself and declare the reasonable costs to us. This only applies if you are stranded at the end of the day and otherwise cannot get home (or to another final destination) that same day as a result of the failure or delay of the NS train. Make sure that you can show that making contact was really not possible. You must also be able to show the receipt or invoice if we ask for it.

We do everything we can to be easily reached day and night, at least via the Service and Alarm Column on each platform and the telephone (030-7515155), to help you further in these situations.