You can only submit your claim for compensation using the appropriate form.

Select the appropriate form as there are two forms available: one for major delays (only available in French (pdf) or Dutch (pdf)) and one for recurrent delays (only available in French (pdf) or Dutch (pdf)). Carefully complete all sections of the form and attach your original travel tickets.

If you were travelling using a Railcard (with the exception of Campus Railcards and Half-time Railcard), you only need to fill out the number of your mother card on the form. We will complete the necessary data through our databank.

Please send the completed form, including the original travel tickets, to our Customer Service Department at: SNCB/NMBS Mobility, Service Central Clientele / Centrale Klantendienst, B-MO 061 Section 13/7, 40 Avenue de la Porte de Hal / Hallepoortlaan, 1060 Brussels.

You can send your claim via regular mail (correctly stamped) or you can submit the claim over the counter free of charge. Alternatively, if you are not required to include original travel tickets as you were travelling using a Railcard, you can mail your claim to compensaties@nmbs.be.

Submit your application electronically

Claims for delays of at least 60 minutes can be submitted online.

For recurrent delays of at least 15 minutes, you can use our Excel form, which allows you to enter your travel and other data electronically. Submitting a claim electronically is much faster and you are less likely to enter the wrong information. Electronic claims are convenient as certain data (e.g. stations of departure and arrival) can be selected from a drop-down menu. You can also copy and paste information that needs to be filled out more than once (e.g. your journey). Finally, it allows you to verify whether the delay was completed correctly: the duration of the delay you experienced will be calculated automatically.

Simply click the link and save the document on your hard drive! A good tip: complete the form immediately after every delay. If you experienced at least 20 delays within the 6-month period dating from the first delay, then mail the completed form within 15 days following the end of the 6-month period to compensaties@nmbs.be.

If you were travelling using a Railcard and you experienced a delay, you can entirely submit the claim electronically. If you used a type of travel ticket other than a Railcard (with the exception of a Campus Railcard or Half-time Railcard), then you can print your electronic claim and submit it together with the original travel tickets to our Customer Service Department.

The downloads are only available in Dutch (Excel) and French (Excel).

When do you submit your application ?

Occasional major delays

Submit your claim within 15 calendar days following the journey during which you experienced the delay. Holders of a fill-in Pass, Railcard, Campus Railcard or Half-time Railcard must submit their claim within 15 calendar days following the use of the last line on their travel card.

Recurrent delays

Submit your claim to our Customer Service Department within 15 calendar days following the 6-month period that started with the first delay.

Fill out the form completely and accurately. A good tip: complete the form immediately after every delay. Pick up a form at the train station or download it from our website.
Include your original travel tickets (not applicable to Railcards). Holders of a fill-in Pass, Railcard, Campus Railcard or Half-time Railcard must submit their claim within 15 calendar days following the use of the last line on their travel card.