NS Hispeed naturally does everything in its power to ensure that your train will be on time. Unfortunately, some trains do still experience delays. A delay is the difference between the time at which the timetable states a train should arrive at its destination and the time at which it actually arrives. We will give you a refund to compensate you for the inconvenience.

• NS Hispeed compensation arrangements
• Requesting compensation
• Amount of compensation
• There is no point in submitting a request for compensation if...

NS Hispeed compensation arrangements

NS Hispeed has the following compensation arrangements:

• Domestic travel on Fyra and Thalys trains
• Travel on Thalys trains
• Travel on other international trains

In the event of a delay to a journey with Eurostar, you can send your request for compensation directly to Eurostar. You will be eligible for compensation if you are delayed by at least 60 minutes.

If you travelled with an Interrail or Eurail pass, please use this link to apply for compensation: www.eurailgroup.com/compensation.aspx

Requesting compensation

You will be eligible for compensation if the delay you suffered meets the conditions in our regulatios.

You will receive compensation if:

• You have a valid ticket/supplement for the delayed train
• The delay was not known at the start of the journey (i.e. excluding planned maintainace work).
• Your request for compensation, together with the original tickets, is submitted to NS Hispeed Customer Service within 2 months of the journey being completed or terminated.
• The delay was caused by NS Hispeed, another train operator on the line, or by the infrastructure manager (in the Netherlands this is ProRail).
• NS Hispeed only offers compensation for the delayed train. You won't receive compensation for every other train that has been delayed.

Request compensation for delay with a foreign bank account

If you want to request compenstation for delay and you don't have a Dutch bank account than you have to fill out the IBAN or BIC codes from your bank. Without these codes it's impossible for us to do the payment.

You will not receive compensation if:

• The above conditions are not met
• The delay was caused by force majeure. Force majeure applies in the following situations:
  - Extreme weather conditions (storm, flooding, etc.)
  - Collision with a person
  - Collision with road traffic at a level crossing
  - Blockages caused by road traffic
  - A passenger pulling the emergency brake
  - Train traffic halted by government agencies (police, fire service)
  - Activities of customs personnel in the train
• NS Hispeed has announced an extended journey time well in advance on teletext (pages 751 to 754 inclusive) or at http://www.nshispeed.nl/nl/actuele-reisinformatie
• The delay was caused by you because:
  - You waited on the wrong platform
  - You were removed from the train because of your behaviour
  - You planned a trip with too little time to change trains
• You travelled with other operators, such as Arriva, Veolia, Connexxion and Syntus

If you were delayed on the NS route you can complete the yellow NS form entitled 'Refunds for delays' to apply for compensation.

 

Amount of compensation:

Domestic travel on Fyra and Thalys

* Compensation for Thalys travel is issued in Thalys vouchers. In the case of a delay of 60 minutes or more you may choose a cash payment of 50% of the cost of a single ticket for the HSL route.

Example: You buy a ticket from Alkmaar to Rotterdam. There is a 20-minute delay on Fyra between Schiphol and Rotterdam. You will receive 50% of the cost of the fare between Schiphol and Rotterdam. The Fyra supplement is included when determining the amount of compensation, but the booking fee or the counter supplement is not.

Compensation of less than € 2.20 per ticket will not be paid.

Download the application form for compensation for a delay on Fyra here. Visitors using Internet Explorer 6 need to first save the pdf before they can open it.

Fyra train cancelled (for domestic travel)

Unfortunately it sometimes happens that a Fyra train is cancelled. Travellers can opt to take the next Fyra train or travel with another train service.
Next Fyra: You have the right to receive 'Compensation for delay' which can be requested using the application form found on this page.
Other train service: In this case, passengers can contact a Fyra train manager or a Fyra service employee and ask for a Fyra Surcharge Voucher. This voucher in combination with a valid a valid NSR ticket gives you the one-time right to travel with Fyra. The Fyra Surcharge Voucher can only be used in combination with a valid ticket for the Fyra route and is only valid for the class indicated on the ticket.

Do you have one of the following subscriptions: Fyra Monthly Surcharge or Fyra Monthly Route, then in case of a cancelled train, you can contact the NS Hispeed Customer Service. A portion of the subscription price will be reimbursed. In case of delay, you can use the Compensation Form.

Travelling with a public transport smart card (OV-chipkaart)

Did you travel with an OV-chipkaart? Go to the website of OV-chipkaart, print the proof of your travel and add this to your application for compensation for delays.

International travel on Thalys

Thalys vouchers are valid for 12 months. In the case of delays of 60 minutes or more, you may opt for a cash payment of 50% of the value of the Thalys vouchers.

Compensation is calculated on the fare plus supplements, but excluding booking fees and transaction charges. Compensation of less than € 4.00 will not be paid.

Download the application form for compensation for a delay on Thalys here. Visitors using Internet Explorer 6 need to first save the pdf before they can open it.

International travel with Fyra to Brussels

* The compensation amount is based on the price of a train ticket, including surcharges, but excluding booking fees or bank transaction fees. Compensations of less than € 4, - are not reimbursed. It is possible to request compensation for a delay up to 2 months after your journey, with the original ticket and if you prove that you did not travel that day. Requests are made to NMBS Europe’s Customer Service (if you purchased your ticket from NMBS Europe) or to NS Hispeed via the application for compensation for delays (if you purchased your ticket from NS Hispeed).

The application for compensation for delays for Fyra to Brussels can be downloaded at the top of this page. Visitors using Internet Explorer 6 need to first save the pdf before they can open it.

Travel on other international trains

ICE International, IC Berlin, and other international day trains; City Night Line or EuroNight or other international night trains.

The following supplementary conditions apply to travel on other international trains:

• Compensation is calculated on the fare (single journey) for the international route on which you were delayed.
• Compensation of less than € 4.00 will not be paid. Supplements are included in the calculation, but booking fees and transaction charges are not.

Example: You buy a ticket from Alkmaar to Munich. There is a delay of 70 minutes on the ICE International between Amsterdam (where you board the ICE International) and Frankfurt Airport (where you catch the train to Munich). You will receive 25% of the fare between Amsterdam and Frankfurt Airport. The ICE supplement is included when determining the amount of compensation, but the booking fee or the counter supplement is not.

Eurostar

Did you suffer a delay during your journey with Eurostar? Then you can submit your request for compensation directly to Eurostar.

Complete the form below and send it to:

Eurostar International,Customer Relations
Eurostar Traveller Care
2nd Floor
Kent House
81 Station Road
Ashford, KENT TN23 1AP
Untited Kingdom

email: traveller.care@eurostar.co.uk
tel.: +44 1777 777879

Download the Eurostar application form

InterRail/Eurail

If you travelled with an InterRail or Eurail pass, apply to Eurail for compensation: http://www.eurailgroup.com/compensation