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- Compensation for delays
Compensation for delays
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).
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
| How long was the delay? | How much compensation will you receive? |
|---|---|
| Less than 15 minutes | You are not entitled to any compensation |
| 15 to 29 minutes | 50% of the cost of your single ticket/supplement for the HSL route* |
| 30 minutes or more | 100% of the cost of your single ticket/supplement for the HSL route* |
* 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 will not be paid.
Download the application form for compensation for a delay on Fyra here
Travel on Thalys
| How long was the delay? | How much compensation will you receive? |
|---|---|
| Less than 30 minutes | You are not entitled to any compensation |
| 30 to 59 minutes | 20% of your single ticket price in Thalys vouchers |
| 60 to 119 minutes | 50% of your single ticket price in Thalys vouchers or 25% of your single ticket price in cash |
| 120 minutes or more | 100% of your single ticket price in Thalys vouchers or 50% of your single ticket price in cash |
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
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.
| How long was the delay? | How much compensation will you receive? |
|---|---|
| Less than 60 minutes | You are not entitled to any compensation |
| 60 to 119 minutes | 25% of the single fare for the delayed route |
| 120 minutes or more120 | 50% of the single fare for the delayed route |
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.
InterCity Brussels
From February 2009 there will be a temporary adjustment to the arrangement for compensation for delays on the InterCity Brussels.
More information on the temporary arrangement involving the compensation for delays to the InterCity Brussels
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
Download
Read also
Terms and conditions
As of December 2009 a new EC Regulation in railway traffic is applicable in all EU countries.
