Compensation constitutes part of the fare paid for the train journey that incurred a delay, with a minimum of EUR 2,50.

Occasional major delays

The train delay must exceed 60 minutes.
You will be entitled to full compensation based on a case-to-case basis.

Recurrent delays

Within a period of 6 months dating from the first delay (*) you must have experienced the following on your usual journey:

• Either a minimum of 20 delays of at least 15 minutes each. Compensation will be:
  - 25% for each delay of at least 15 minutes.
  - 50% for each delay of at least 30 minutes.
• Either a minimum of 10 delays of at least 30 minutes each. Compensation will be 50% of the fare paid for the journey.

(*) e.g. up until 4 March 2009 if the first delay occurred on 5 September 2008.

The compensation you are entitled to will only be calculated based on the fare of your train ticket, i.e. without metro, tram or bus fares for combined travel tickets, and this for a minimum total value of EUR 2,50.

However, the employer's contribution to the “train portion” of a Railcard will be taken into account when calculating the refund. Therefore, you will be entitled to compensation even if your employer pays for your train commute (in full or in part).

Other costs or services will not be compensated.

How do we calculate your compensation?

The amount of compensation is calculated based on the cost of one journey.
One single trip counts as one journey; a return trip is considered two journeys. When using Railcards (with the exception of Campus Railcards and Half-time Railcard) the number of journeys is based on the average number of business days in one month (i.e. 20), and not the number of validation days. For example, an Annual Railcard holds 480 journeys: 20 business days x 2 journeys x 12 months. This calculation method is certainly to your advantage.

The table below shows the number of journeys attributed to the various ticket types.

To determine the cost for each journey, we divide the fare paid for your train ticket by the number of journeys.
Then we calculate the total cost of the number of delayed journeys.
Finally, we will implement the correct percentage for compensation (25%, 50% or 100%).

If the end result of the above calculation amounts to less than EUR 2,50, you will still be entitled to a compensation amount of EUR 2,50 (eurocents are always rounded up to the next EUR 0,10, e.g. EUR 9,35 will be EUR 9,40).

A few examples:

An Annual Railcard holder (cost including employer's contribution = EUR 1518,00) experiences 28 delays of 15 minutes on the same journey.

Calculation of compensation:

Journey value: EUR 1518,00 / 480 = EUR 3,16
Value of 28 delayed journeys: EUR 3,16 x 28 = EUR 88,48
Compensation = EUR 88,48 x 25 % = EUR 22,12 = EUR 22,20

A student uses a Go Pass to travel from home to his student residence (outwards/return). He experiences 16 delays in one semester of 15 minutes each and 5 delays of 30 minutes each on the same journey.

Calculation of compensation:
Journey value: EUR 50,00 / 10 = EUR 5,00
Value of 16 delays of 15 minutes each: EUR 5,00 x 16 = EUR 80,00
Compensation for those 16 delays: EUR 80,00 x 25% = EUR 20,00
Value of 5 delays 30 minutes each: EUR 5,00 x 5 = EUR 25,00
Compensation for those 5 delays: EUR 25,00 x 50% = EUR 12,50
Total compensation = EUR 20,00 + EUR 12,50 = EUR 32,50

A customer travelling with a Senior ticket experiences a 2-hour delay.

Calculation of compensation:
Journey value: EUR 5,30 / 2 = EUR 2,65
Compensation = EUR 2,65 x 100 % = EUR 2,65 = EUR 2,70

A customer with a one-way ticket of EUR 10,90 experiences a delay of 60 minutes.

Calculation of compensation:
Journey value: EUR 10,90
Compensation = 100% of the fare paid = EUR 10,90