NS train delayed or cancelled — refund?
NS Money Back on Delay: (1) Right: from 30-min delay at end station. Applies single, return, subscription, whole OV chain. (2) Amounts: 30-59 min = 50% back, 60+ min = 100% back. Subscription: calc per ticket price that journey. Spoor-holiday + Eurail: different rules (EU 2021/782, often 25-50%). (3) How to claim: online at ns.nl/refund. Login Mijn NS / OV-chip-number. Enter date + route. NS auto-checks delay via systems. Approval usually 2-4 wks. (4) Term: 3 months after travel date. After: right lapses. (5) No NS fault: ProRail issue (defective track, signal) NS still compensates. Force majeure (extreme weather, terror, suicide person) compensation, no exception. (6) International train (Thalys, Eurostar, ICE): separate rules — often 25% at 60min, 50% at 120min. Claim at carrier. (7) Missed flight due to train: NS not liable for consequential (flight-miss costs). Ticket refund yes. Travel insurance with “train delay cover” useful. (8) Replacement transport: on no more trains (last hour): NS compensates taxi up to €200 (door-to-door). Ask conductor or customer service. (9) Dispute commission complaint: on NS refusal → Public Transport Dispute Commission, €25 (refund on win), binding.
Step by step
- 1Check delay via NS appNS app or ns.nl shows actual delay on route.
- 2Online claim within 3 monthsns.nl/geld-terug with Mijn NS or OV-number. NS auto-verifies.
- 3Refund 2-4 wks50% (30-59 min) or 100% (60+ min). OV-chip balance or bank account (your choice).
- 4On refusal: Dispute Commission€25 (refund on win). Binding. Online submission.
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Frequently asked questions
Does “NS Money Back” apply to subscription?
Yes. Calc per ticket price that specific trip (per route length). NS Flex: pro-rata back. Route subscription: per failed trip. Student travel product DUO: only delay no refund, free of charge.
Missed flight — recover costs?
Not from NS (consequential damage excluded). But: travel/cancellation insurance with “delay cover”. Can cover €500-1,000. Read policy: usually min 4-hr delay required. Train-to-Schiphol-extra-early prevents this risk.
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