Compensation

The Regulation (EU) 2021/782 on rail passengers' rights and obligations addresses the issue of financial compensation (Chapter 4, Articles 17 to 19). This regulation offers, in principle, minimum protection for any rail passenger within the European Union.  

Compensation can also be decided by the railway companies themselves, while respecting the articles of the European regulation.

Compensation from SNCB/NMBS 

SNCB/NMBS has developed a compensation system as part of its management contract with the State. This system allows compensation to be paid to any passenger who suffers a train delay in Belgium, under certain conditions. 

SNCB/NMBS applies the provisions of Regulation (EU) 2021/782 on rail passengers' rights and obligations.

In addition, the following rules apply to refunds and compensation for passengers in the event of delays or cancellations.

A passenger is entitled to compensation for delays, without losing the right of transport, if he or she is facing a delay between the places of departure and final destination stated in the ticket for which the cost has not been reimbursed at the time of the request in accordance with the regulation in force. The compensation shall be calculated as follows:

- 100% of the ticket price in the event of a delay of at least 60 minutes. This compensation may take the form of vouchers (for other journeys) or services with flexible conditions of use, particularly as regards the period of validity and destination. It is paid in cash at the passenger's request;

- Where the ticket covers a round trip, the amount of compensation payable in the event of a delay on the outward or return journey is calculated on the basis of half the price paid for the ticket;

- Similarly, in the case of tickets for several journeys, the amount of compensation payable in the event of a delay for one journey is calculated in proportion to the full price;

- For passengers with a season ticket who experience recurrent delays during the period of validity of their season ticket, SNCB/NMBS will - at the passenger's request - pay 50% compensation per delay for a minimum of 10 delays of more than 30 minutes over a period of 6 months.

Note that compensation varies depending on your transport ticket (including tickets and season tickets). More information on the compensation system and its conditions can be found on the SNCB/NMBS website.  

Also, if you would like to submit a refund request to SNCB/NMBS, you can fill out this form.

Compensation from other railway companies 

If you would like information about the compensation conditions from other railway companies operating in Belgium, please visit their respective websites.

If you would like more information on the rights and obligations of rail passengers, please visit our page on Passenger rights.