NS compensation scheme
If you're faced with a delay, NS offers a Money Back for Delays scheme (GTBV). For delays of 30 to 59 minutes you can claim compensation of 50% of the fare. However, if the delay exceeds that, you're entitled to the full amount of your single journey within the Dutch network. This scheme applies to both full-fare passengers and holders of discount season tickets.
You can apply for this compensation through an online form or the paper GTBV form at an NS customer service desk. Specific conditions apply for Intercity Direct intermediate stops and international journeys. It's essential to submit your claim within three months of the affected journey. Note that incidents such as extreme weather or strikes don't always give a right to compensation, since these fall outside NS's control and come under the heading of "force majeure".
Money Back for Delays (GTBV)
Within consumer law it's essential that passengers receive compensation for substantial delays for which NS is responsible. The Money Back for Delays (GTBV) scheme safeguards your rights as a passenger and aims to offer some form of fairness.
The way the GTBV scheme works is simple, yet strict. A delay of 30 to 59 minutes gives a right to 50% compensation of your ticket price. For delays that last longer, you can count on a refund of the full fare for your single journey.
NS is committed to punctuality; well over 90% of trains arrive on time.
You must submit the claim for compensation within three months of the disrupted journey. This can be done digitally or at one of our service points. Not every situation qualifies; force majeure situations such as extreme weather are excluded because of their unforeseeable nature.
Conditions for compensation
To qualify for compensation, your delay must be clearly established. It must be a delay of at least 30 minutes.
NS maintains guidelines that determine when passengers are entitled to compensation. You have to start the application yourself, within the set deadline of three months after the delayed journey. Complications caused by force majeure, such as extreme weather or strikes, release NS from this obligation to compensate.
What's more, the initiative for compensation must come from the passenger. There's no automatic refund; you'll have to submit the claim yourself. Our digital channels or service points are available to facilitate this procedure.
Finally, compensation is based on the entirely unused part of your ticket. If, for example, you decide not to continue your journey after the delay began, you're entitled to a full refund of the fare. If the journey is continued but with a significant delay, then NS calculates your compensation proportionally.
Applying for compensation: how does it work?
To process compensation, you need to fill in a form via the NS website or the NS app. This must be done accurately, stating all relevant travel details, including the route and the length of the delay.
The form will ask for supporting documents, for example your ticket or a copy of it. Make sure you have these to hand before you start the application.
After submission, your details and claim are assessed by NS. This process can take some time, as each request is reviewed individually to ensure it complies with the compensation rules. Once your application is approved, the compensation will be paid out according to the applicable conditions.
If your claim is rejected and you disagree with this decision, you can lodge an objection. It's advisable to then describe your situation in detail and, if possible, provide additional evidence. After the reassessment, NS will contact you to discuss the outcome. In the event of a continuing dispute, you can turn to the Geschillencommissie Openbaar Vervoer (Public Transport Disputes Committee) for an impartial ruling.
Rights for delays of more than 30 minutes
When, as a train passenger, you're faced with a delay of more than 30 minutes, you're entitled to compensation under the NS Money Back for Delays (GTBV) scheme. This right applies both to one-off delays and to structural delays over a longer period. How much compensation you receive depends on the length of your delay and whether you travel on a single or a return ticket. For a delay of 30 to 59 minutes you can claim 50% of the fare; for a delay of 60 minutes or longer this rises to 100% compensation of the fare. To start the compensation process, you need to submit a claim through the digital form or the paper form at an NS service desk. NS aims to handle your claim within a reasonable time and pay out the compensation to you, provided all conditions are met.
Right to a full or partial refund
For a delay of exactly 60 minutes, the full fare is refundable. This principle is based on NS's rules.
If the train delay is between 30 and 59 minutes, you can claim a 50% refund of your fare, provided you can present a valid ticket. This scheme applies to both single journeys and return tickets and applies to all NS passengers, regardless of the cause of the delay. Claiming this compensation usually has to be done online, through the dedicated digital form on the NS website.
For a delay of more than 60 minutes, you're entitled to a refund of the full amount of your fare. It's important here that you submit your claim within the set deadline after the delayed journey to qualify for a refund. NS offers a window of three months for this.
For frequent travellers with a season ticket, adapted arrangements apply. These arrangements take account of the recurring nature of the travel behaviour. For structural delays, a proportional refund may be calculated, for instance. Here it's essential that you keep your travel history documented and claim under the scheme on time. This ensures the accuracy of the claim and the speed with which NS can handle it, with customer satisfaction held in high regard.
Extra services during prolonged delays
During prolonged delays, NS aims to minimise your inconvenience by offering extra services. You'll understand that in such contexts the wellbeing of passengers takes priority, which is why we proactively put provisions in place to reduce any discomfort.
The availability of alternative transport is a prominent measure. Here we facilitate, where possible, replacement buses or even trains to still get you to your final destination.
Vouchers are also offered for refreshments. Depending on the length of the delay (usually for delays longer than an hour), you can use these at the various catering points at the stations.
It's not unthinkable that during a prolonged delay you'll need information or support. Our staff are therefore trained to provide you with up-to-date travel information and appropriate assistance where needed.
In extreme weather or for prolonged technical faults, comfort provisions such as blankets can also be offered. These are intended to make waiting on a cold platform or in an unheated train more bearable.
Safeguarding communication is also a priority in NS's service. You can trust that you'll be kept continuously informed of the latest developments around your journey through announcements, the NS app and online channels.
Special arrangements for season ticket holders
NS season ticket holders enjoy additional services when there are delays. For instance, NS has the Money Back for Delays scheme, under which holders of, say, an Altijd Vrij or Dal Voordeel season ticket may be entitled to compensation for delays from 30 minutes. The procedure for this can be completed easily online via Mijn NS or the NS app. Detailed conditions and the specific compensation percentages can be found on the NS website. It's important that, in the event of a delay, you always register your journey, whatever refund method you choose, to qualify for the scheme.
Extra compensation for frequent travellers
For frequent travellers, NS introduces additional benefits for repeated delays. Repeatedly experiencing inconvenience can, after all, have a significant impact on the travel experience and satisfaction.
Within NS's loyalty framework, special attention is given to consistent season ticket holders who experience delays several times a month. A system of cumulative compensation is designed to mitigate the disadvantages for this group of travellers.
If, as a passenger, you meet the criteria for "frequently delayed", you qualify for additional compensation on top of the standard scheme. These are intended to strengthen the relationship with regular customers and as a token of recognition for the inconvenience experienced.
The cumulative compensation system is structured transparently and fairly. A detailed schedule is available on the NS website, where the escalation levels correspond to the frequency of the delays experienced.
If your travel history shows that you're structurally faced with delays, NS will proactively contact you. We'll then look together at a suitable form of compensation.
Impact of delays on season ticket benefits
Delays can negatively affect how the value of NS season tickets is perceived. Consistency of service is essential for customer satisfaction.
Season ticket benefits are significant for the traveller; delays undermine the expected time savings and comfort that come with them.
This calls for a compensation policy that addresses the impact of delays on season ticket holders not only incidentally, but also structurally.
NS's goal is to safeguard the balance between customer loyalty and operational reality, with the season ticket holder at the centre when unforeseen circumstances arise.
An adequate compensation model strengthens confidence in season tickets as a reliable choice for regular train travellers.
Dealing with exceptional situations
Exceptional situations on the rail network, such as extreme weather or major disruptions, demand a special approach from NS. In such cases a more intensive protocol comes into effect, focused on communication, support and compensation for passengers. During these moments, where force majeure is evident, NS communicates proactively and clearly about the situation that has arisen, the expected duration and the available alternatives. The emphasis here is on minimising the disruption for train passengers, within both the non-material and material compensation framework. The approach aims to absorb the disruption to your travel plan with care and attention and to ensure a suitable resolution within the set service criteria.
Delay due to force majeure
In the event of a delay due to force majeure, such as extreme weather or emergencies, we apply our compensation policy carefully. Force majeure situations are incidents in which NS has no influence over the origin or course of the disruption.
Force majeure does not release us from our responsibility to assist you. Passengers deserve clear information and adequate support, even in the most challenging circumstances.
We communicate actively about the status of the disruption and the developments to be expected. Engagement with the situation and transparency in communication are the cornerstone of how we act.
Even so, we strive to minimise the consequences for our passengers. We provide them with real-time information through various channels and, where possible, offer alternatives for the rest of the journey.
If you experience a significant delay due to force majeure, we make every effort to determine compensation in line with the applicable rules. NS uses a structured method to do this fairly and transparently.
While force majeure may be perceived as a free pass for non-performance, we acknowledge our duty of care. We guarantee a professional approach and the awarding of justified compensation where applicable.
Alternative transport and overnight options
When regular train services can't be resumed, alternatives will be explored.
- Taxi transport for exceptional situations where no other form of public transport is available.
- Bus transport as a replacement for trains, where feasible and available.
- Cooperation arrangements with other operators to make use of alternative routes.
- Overnight facilities can be arranged if the last train is no longer running and getting home isn't possible.
The deployment of these resources depends on the specific situation and availability.
A suitable form of alternative transport is, where necessary, carefully arranged.
Trein-vertraging.nl
You can also choose to have your claims submitted to NS automatically, directly through trein-vertraging.nl. This is completely free and works retroactively for up to 3 months! Get started here!