Compensation

Effective from the date of travel, you have 3 months 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 3 months 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 3 months 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:

• A 60 minute delay and above: flat-rate compensation of 100% of the price of your travel ticket
• Calculate the value of your compensation claim

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 Customer Services 10 -14 B-CS.6423 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. Submit your request for compensation once you have accumulated 10 delays within a 6-month period. Ensure your request is filed between 6 and 9 months after the first delay. Your travel ticket must be valid at the time of the delay.

The terms of the reimbursement are as follows:

• You have a season ticket
• 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?

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 Customer Services 10 -14 B-CS.6423 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.