A mistake during your purchase, a change in your schedule or a last minute impediment? In some cases, you may be able to change your ticket or get a refund.

Tickets purchased online or via the SNCB app

Tickets purchased online via the website or via the SNCB app are not exchangeable nor refundable.

Tickets purchased at the station (ticket desk or vending machine)

For the reimbursement of unused tickets (like the 10 journey card or the card with 10 class upgrades), please contact our customer service or, if possible, the ticket office. The refund is possible :

  • up to the day before the ticket's first date of validity (for tickets purchased in advance)
  • within 30 minutes of purchase (for tickets purchased on the same day)

Even purchased at the station, your ticket is not refundable in the following cases:

  • if you bought it by means of a compensation voucher, exchange voucher or eco cheque (so called “green cheque”)
  • in case of theft or loss
  • if you temporarily lost it and found it again during your journey.

Special reasons

If there are special reasons for refunding your ticket, please submit your refund request online.

Compensation for delay

Did your train get delayed during your trip? Check here if you are entitled to compensation.

Do you have a train or parking season ticket and would you like a refund or to change your season ticket?
The possibility or conditions for exchanging or refunding a season ticket vary according to the type or duration of the season ticket. You can find more information in the product sheets.

  • Exchanging your season ticket type, route or class

For season tickets that can be exchanged, you can change or exchange your season ticket during the validity period, provided there is no interruption between validity periods and on payment of the administration fee. You can also change the type of season ticket (from the range of season tickets existing at the time of the purchase of your first season ticket), subject to the above conditions.

In this case, an amount will be deducted from the price of your new season ticket. This amount is calculated in proportion to the number of validity days between the date of the exchange or modification and the expiry date of the Standard Season Ticket you wish to modify. You will only pay the difference between the amount to be paid for your new season ticket and the amount to be reimbursed.

How to do it? You can exchange your season ticket at the ticket office of a station of your choice.

  • Reimbursement of your season ticket
The terms and conditions of reimbursement may vary depending on the type of your season ticket. For more details, please consult the terms and conditions of use for your own season ticket (Standard Season Ticket, Half-time season ticket, Unlimited Season Ticket, Student Season Ticket, Student Multi, Combined season ticket, City Pass).

Reimbursement applied retroactively in the event of illness
A reimbursement request for a past period, even if the validity of the ticket has not completely expired, must be accompanied by supporting documents (original medical certificate) proving that the season ticket holder was prohibited from leaving the house during the period for which the reimbursement is requested.
In this case, you should contact the Customer Service.

  • Calculation of the reimbursement of train season tickets and car park season tickets

If you surrender your validation ticket during its period of validity, the months used and administration fees will be deducted from the amount you will be refunded. Each started month counts as a full month of use.

For the calculation of the final amount:

  • Season tickets with monthly validation are not taken into account for the refund.
  • Season tickets with annual validation: min. 30% season ticket fees for the 1st month of use and an additional 10% for each started month. Administration fees will be included.
  • Season tickets with quarterly validation: min. 40% season ticket fees for the 1st month of use and an additional 30% for each started month. Administration fees will be included.

Depending on the number of months used, the refund percentages depending on the validity period are:

Example
A 1-year season ticket (€2220 for 85 km) is surrendered after 2 months and 3 weeks of use:
€ 2220 x 50% = € 1110
Administration fees = € 10 => 1110 - 10 = € 1100 to be refunded

  • • Calculation of the exchange of train season tickets and car park season tickets

If you exchange your season ticket during its validity period, you will be refunded the amount after deduction of an amount calculated on a pro-rata basis of the actual number of days used and the administration fees of €10.

Example
A 1-month season ticket (€181 for 58 km) is surrendered after 8 days of use:
181 - (181 x 8/30*) = rounded up to the nearest 10 cents => € 132,70
Administration fees = € 10 => 132,70 - 10 = € 122,70 to be deducted from the amount of the new subscription.

The tickets are refunded in full, at no extra cost, if:

  • the journey and class of the travel tickets are the same as those indicated on your season ticket application
  • the travel dates fall within the validity period of your season ticket:
    • from the 5th day of the new complex season ticket subscription (inclusive of the application date)
    • from the application date for a duplicate of a complex season ticket

Where should you apply for the refund?
At the ticket counter, during the opening hours at a station of your choice.

When?
These tickets must be presented within 14 calendar days, inclusive of the journey date (potentially from the journey date of the last ticket issued).

Our customer service department will make every effort to respond within 20 days.
The SNCB Customer Service is happy to help you by phone, every day from 7am to 9.30pm on 02 528 28 28.
check2-anim