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 online. 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 1 month to make a compensation claim using the claim form provided for this purpose. Make a note of the travel days and the journeys in question and keep your travel tickets in order to make a proper claim.

  • If you travelled using a Youth Multi, a Local Multi, a Standard Multi, a Student Multi, a Half-Time season ticket or a 10-Journey Card, send your request together with a photo of your paper transport ticket within a month after each trip concerned by the delay.
  • If you have travelled with a season ticket (except Student Multi or Half-Time), submit your compensation claim within a month 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?

  • Complete your claim online via My SNCB with the reference of the ticket, whatever the format of your ticket. You can also attach a photo of your paper ticket. No photo is required for a digital ticket, but the ticket number will be requested.

If you wish you may get a form in a ticket office, fill it and hand it in, 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.1423 Avenue de la Porte de Hal 40, 1060 Brussels.

Under what circumstances does our compensation policy not apply?

  • if your delay has been caused by another public transport company (De Lijn, TEC, STIB, ...)
  • if you are travelling with a Youth Holidays or a legitimate ticket granting free passage
  • if you were informed of an eventual delay before purchasing the travel ticket
  • if you could take another train that could get you to your destination with less than 60 minutes delay.

If you have experienced repeated delays on the same route, you can submit every 6 month period a compensation claim for all of these journeys. Make a note of your travel days, itineraries and season ticket (MoBIB or Flex season ticket number) so that you always have them to hand. Send your compensation claim within 1 month 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. 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?

Enter your frequent delays via My SNCB.

If you wish, you may get a form in a ticket office, fill it and hand it in, 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.1423 Avenue de la Porte de Hal 40, 1060 Brussels.

Under what circumstances does our compensation policy not apply?

  • if your delay has been caused by another public transport company (De Lijn, TEC, STIB, ...)
  • if you are travelling with a legitimate ticket granting free passage
  • if you did NOT travel with a season ticket
  • if you were informed of an eventual delay before purchasing the travel ticket
  • if you suffered a delay both on the outward and return journeys and less than 2 hours elapsed between the time of arrival of the outward journey and the departure time of the return journey.

Use this form if you wish to apply for a refund for any reason other than a train delay.

Changes to compensation requests

New compensation rules have been agreed under the new management contract between the government and SNCB. It is no longer possible to submit compensation claims for delays of less than 30 minutes.

Did you not yet submit your repeated delays? Then they were automatically sent to Customer Services and you will receive your compensation, regardless of the number of repeated delays you already submitted.

Requesting compensation for repeated delays from 30 minutes to 59 minutes is only possible for season ticket holders. Check the status of your requests here.

New compensation rules have been agreed under the new management contract between the government and SNCB. It is no longer possible to submit compensation claims for delays of less than 30 minutes. Requesting compensation for frequent delays is only possible for season ticket holders.
You can check the status for long delays here. For frequent delays, you can do so here.
New compensation rules have been agreed under the new management contract between the government and SNCB. It is no longer possible to request compensation for delays of less than 30 minutes. Requesting compensation for frequent delays is only possible for season ticket holders.
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