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.
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.
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
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
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