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.

The conditions and procedures for exchange and refund may vary depending on the type and validity of your Season ticket. To find out more, please consult the Terms and Conditions for your specific season ticket (Standard Season Ticket, Half Time Season Ticket, Unlimited Season Ticket, Student Season TicketFlex Season TicketStudent Multi, Brupass (XL), City Pass).

If you are entitled to an exchange or refund for your season ticket, you can request one:

  • At the ticket office if you have paid for your pass yourself or if your employer has not paid 100% of the price of your pass
  • From your employer if your employer has paid the full cost of your season ticket

Reimbursement of your season ticket

Before the start date of validity

If you have purchased your season ticket in advance, it will be reimbursed in full up to the day before its validity date, or on the same day within 30 minutes of the time of purchase at the ticket office or automatic ticket machine.

During the validity period

If you request a refund of your season ticket during its period of validity, the amount retained by SNCB is calculated on the basis of the number of months used. Each month started counts as a full month of use. Administrative costs will also be deducted from the amount that will be refunded to you.

For the calculation of the amount withheld:

  • Season ticket with a duration of one month or less will not be considered for refund.
  • Three-month Season ticket: 40% deducted from the first month used. This percentage increases by a further 30% for each month used. The amount of the refund is rounded to the nearest ten eurocents. An administration fee will also be charged.
  • Twelve-month Season ticket: 25% retained from the first month used. This percentage increases by a further 10% for each month used, with a maximum of 100% from 9 months. The repayment amount is rounded to the nearest ten eurocents. An administration fee is also charged.

Example 1

You wish to request a refund of your €1000 annual Season ticket after 3 months and 1 week. As the first 4 months have already passed, the amount refunded will be as follows:

  • Amount withheld = €1000 x 55% = €555
  • Administrative costs = €10
  • Amount in your favour = €1000 - €555 - €10 = €435

Example 2

You wish to request a refund of your three months Season ticket at €800 after 2 weeks. As the first month has already started, the amount refunded will be as follows:

  • Amount withheld = €800 x 40% = €320
  • Administrative costs = €10
  • Amount in your favour = €800 - €320 - €10 = €470

 

Retroactive reimbursement in case of illness

A request for a refund for an expired period, even if the validity of the validation ticket has not yet fully expired, must be accompanied by supporting documents (original medical certificate) attesting that the holder of the season ticket was not allowed to go out during the period for which the refund is requested.

In this case, we invite you to make a request to our customer service.

Exchanging your season ticket

You can exchange the route and/or class of your season ticket during its period of validity, provided there is no interruption between the validation periods and subject to payment of the administrative fee.

You can only exchange your season ticket for a season ticket of the same type and provided that its period of validity is greater than or equal to the original period of validity of the season ticket exchanged.

In the event of an exchange, an amount will be deducted from the price of your new Season ticket.  This amount is calculated on a pro rata basis according to the number of days of validity between the date of the exchange and the date of expiry of the Season ticket that you wish to change. You will only pay the difference between the amount due for your new Season ticket and the amount to be refunded.

Example

A traveller wishes to exchange his one year Section Season Ticket of €730 after 182 days of use. As the validity of his subscription runs from 2 February 2022 to 1 February 2023, the amount to be deducted from the new subscription will therefore be as follows:

  • 730€ – [730€ x (182/365)] = 366€
  • Administrative costs = €10
  • Amount to be deducted from the new Season ticket for the passenger = 366€ - 10€ = 356€

 

Regional transport supplements

The same exchange and refund rules apply to the STIB, TEC and De Lijn supplements included in your Season ticket.

Exchange and refund of your parking pass

The same exchange and refund rules apply to your parking pass, except that the percentage withheld from your Season Ticket differs from the refund rules for season ticketes:

  • One-month season tickets are not eligible for refund.
  • Three-month season ticket: 40% deducted from the first month used. This percentage increases by a further 30% for each month used. The amount of the refund is rounded to the nearest ten eurocents. An administration fee will also be charged.
  • Twelve-month Season ticket: 30% withheld from the first month used. This percentage then increases by a further 10% for each month started, with a maximum of 100% from 8 months onwards. The repayment amount is rounded to the nearest ten eurocents. An administration fee is also deducted.

Example 1

You wish to request a refund of your €200 annual Parking Season Ticket after 2 months and 1 week. As the first 3 months have already passed, the amount refunded will be as follows:

  • Amount withheld = €200 x 50% = €100
  • Administrative costs = €10
  • Amount in your favour = €200 - €100 - €10 = €90

Example 2

A traveller wishes to exchange his yearly Parking Season Ticket of 365€ after 182 days of use. As the validity of his subscription runs from 2 February 2022 to 1 February 2023, the amount to be deducted from the new subscription will therefore be as follows:

  • 365€ – [365€ x (182/365)] = 183€
  • Administrative costs = €10
  • Amount to be deducted from the new Parking Season ticket for the passenger = 183 - 10 = 173€

 

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.
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