Have you  experienced a delay on the national train network? We sincerely regret any inconvenience caused by this situation. Below you will find some useful information about the conditions and procedure for submitting the compensation claim.

It is possible for you to obtain a certificate of delay using this form. However, a certificate of delay is not mandatory for making a compensation claim in the event of a delay or cancelled service.

Compensation: what conditions apply and how much are you entitled to?

Effective from the date of travel, you have 30 calendar days to make a compensation claim using the claim form provided for this purpose.

  • If you travelled using a Go Pass 10, a Key Card, a Rail Pass, a Campus Card, a Half-Time season ticket or a 10-Journey Card, send your claim within 30 calendar days of using the last line of your travel ticket.
  • If you have travelled with a season ticket (except Campus or Half-Time), submit your compensation claim within 30 calendar days from the date of the delay, stating your season ticket number/your MOBIB card number.
  • Your travel ticket must be valid at the time of the delay.

The terms of the reimbursement are as follows:

How to submit your claim?

If you wish you may complete a form that can be downloaded in pdf format and hand it in to a ticket office, or send it back (duly franked) with the original travel ticket (excluding season tickets on a MoBIB Card): SNCB Marketing & Sales, Customer Service, B-MS.143 Avenue de la Porte de Hal 40, 1060 Brussels.

Under what circumstances does our compensation policy not apply?

If you have experienced repeated delays, you can submit every 6 month period a compensation claim for all of these journeys. Make a note of the travel days and the journeys in question and keep your travel tickets in order to make a proper claim. Send your compensation claim within 30 calendar days from the end of the 6 month period. This period is calculated as from the first delay that is the subject of your compensation claim.

  • If you travelled using a Go Pass 10, a Key Card, a Rail Pass, a Campus Card, a Half-Time Season Ticket or a 10-Journey Card, then send your claim within 30 calendar days from the end of the 6 month period.
  • If you have travelled with a season ticket (except Campus or Half-Time), submit your compensation claim within 30 calendar days from the end of the 6 month period, stating your season ticket number/your MOBIB Card number.
  • Your travel ticket must be valid at the time of the delay.

The terms of the reimbursement are as follows:

  • Your case will be admitted if it includes a minimum of 20 delays of more than 15 minutes or 10 delays or more of 30 minutes or more.
  • Delays of more than 15 minutes are reimbursed at 25% of the price of your fare
  • Delays of more than 30 minutes are reimbursed at 50% of the price of your fare
  • Calculate the value of your compensation claim

How to submit your claim?

  1. Download the electronic Excel document and fill it in
  2. Use the dedicated contact form and attach the carefully completed Excel document to it.

If you wish, you may complete a form that can be downloaded in pdf format and hand it in to a ticket office, or send it back (duly franked) with the original travel ticket (excluding season tickets on a MoBIB Card): SNCB Marketing & Sales, Customer Service, B-MS.143 Avenue de la Porte de Hal 40, 1060 Brussels.

Under what circumstances does our compensation policy not apply?

Whether it an occasional long delay or frequent delays over a period of 6 months, you can claim compensation on this condition:

  • you have a valid transport ticket at the time of the delay

In what instances does our compensation policy not apply?

  • if your delay has been caused by another public transport company (De Lijn, TEC, STIB, ...)
  • in case of a strike publicly announced by recognised organisations, giving notice of 8 days (unless you had already purchased a transport ticket prior to this date)
  • in case of force majeure (including natural disasters or extraordinary weather conditions). If your delay exceeds 60 minutes, the compensation policy continues to apply.
  • if you are travelling with a  Jump Ticket, a Go Unlimited, City Pass, an MTB card (general city season ticket in Brussels) or a legitimate ticket granting free passage
  • if you were notified of an eventual delay before purchasing your transport ticket
  • if your delay is less than 60 minutes and you have been able to travel on board an alternative train or transport service suggested by SNCB
  • if you have suffered a delay both on the outward and return journey and less than 2 hours has elapsed since the arrival time of the outward journey and the time of departure of the return journey.
loader