Why is my delay not showing in my account?

We automatically detect delays based on your check-ins and check-outs with your OV-chipkaart. For each trip, we compare the scheduled arrival time with your actual check-out time. If the difference is 30 minutes or more, we automatically submit a compensation claim to NS.

Sometimes a delay does not show up. This is usually due to one of the following reasons:

1. The trip has not been synchronized yet
   NS usually publishes travel data within a few days, so recent trips (today or yesterday) may only appear in your account later.
2. The train did not run and you were stranded or returned without checking out at your intended destination
   We can only see your actual check-out, not your intended destination. In these cases, you should submit a claim directly to NS via ns.nl/geld-terug-bij-vertraging, where you describe what happened and NS will assess your request.
3. You forgot to check out
   Without a check-out, we cannot calculate delays. NS may charge an incomplete check-out fee; if you have Pro activated, we will request a refund for these extra costs.
4. The delay was under 30 minutes
   NS only pays “Money back in case of delays” from 30 minutes of delay at the final destination, and only on the lowest fare for delays of 60 minutes or more.

If you’re unsure whether a trip is missing correctly, send us a message with the date and route and we’ll take a look.