Your rights if trains are delayed, cancelled or you missed your connection
Was your train delayed by sixty minutes or more or was it cancelled? These are your rights:
- choice between reimbursement or alternative journey (re-routing)
- right to assistance
- entitlement to compensation
Does your train journey consist of several connected journeys? There are exceptions, depending on whether you bought one through-ticket or multiple separate tickets.
Was your train journey disrupted by force majeure? This has an impact on your compensation.
Choice between reimbursement or re-routing
For whatever reason your train journey was delayed or cancelled, the railway company must let you choose between:
- reimbursement of your ticket if you don’t continue your journey. This reimbursement must take place within 30 days after your request.
- an alternative journey (re-routing) to your final destination, without extra charge, under comparable transport conditions and at the earliest opportunity or at a later date.
Do you opt for re-routing? The railway company:
- must not charge extra costs, even if you are upgraded. Similarly, the railway company must not ask you to travel in a lower class than you had booked, unless that is the only option.
- must avoid additional connections if possible.
- must limit delay in the total travel time as much as possible.
Doesn’t the railway company offer you any alternative travel options within 100 minutes after the departure time of the disrupted rail service? You have the right to book an alternative travel service (rail, coach or bus) to your final destination yourself. The railway company must reimburse the extra cost within 30 days after your request.
Important note: you must limit the cost by choosing alternatives that are strictly necessary, appropriate and reasonable. A journey by taxi to the other end of the EU at the expense of the railway company is therefore not an option.
Your right to assistance
The railway company must inform you of the situation as soon as possible and, as soon as that information is available, of the departure and arrival times of the alternative transport service.
Whatever the reason for the delay or cancellation of your train, the railway company is also obliged to offer you the following assistance free of charge:
- meals and refreshments in relation to the waiting time;
- if the train is blocked on the track: transport from the train to the railway station, to an alternative departure point, or to the final destination of the service;
- if the situation so requires: hotel accommodation and transport from the railway station to the hotel. The railway company may limit the duration of the accommodation to three nights if your journey was disrupted due to force majeure.
Good to know: The railway company must indicate the cancellation or delay on your ticket. You can use this certification to request compensation.
Your right to compensation
Has your train been cancelled or delayed and have you opted for re-routing to your final destination? In principle, you are entitled to financial compensation. The railway company has 30 days in which to compensate you.
- Is your final destination reached with a delay of 60 to 119 minutes?
If so, you may reclaim 25% of the ticket price. - Is your final destination reached with a delay of 120 minutes or more?
If so, you may reclaim 50% of the ticket price.
Caution: the definition of ‘final destination’ depends on the type of ticket you bought: one through-ticket or multiple separate tickets.
Did you book a return journey or a journey with multiple destinations? The compensation is calculated in relation to the price actually paid for the leg of the journey in question. If your booking only states a total price with no indication of the price for the individual legs, the compensation shall be calculated proportionally (e.g. compensation for 50% of the total price for a return journey).
- Do you have a travel pass or season ticket? Do you encounter recurrent delays or cancellations during the period of validity of the travel pass or season ticket? If so, you are also entitled to adequate compensation for those delays. The exact amount of the compensation depends on the transport terms and conditions of the railway company.
- Was the delay or cancellation of the service announced before you bought your ticket? Or did you opt for reimbursement of your rail ticket? If so, you are not entitled to compensation.
- Some railway companies may suggest paying the compensation in the form of a voucher. You may use that voucher for a future booking on condition that the terms of use (validity period and destination) are flexible. You are not obliged to accept a voucher. You have the right to demand reimbursement in cash if you so prefer.
What about force majeure?
Is the cancellation, delay or missed connection of your train due to force majeure? If so, you are also entitled to:
- choice between reimbursement of your ticket or re-routing
- assistance
Caution: you are not entitled to financial compensation.
What is force majeure? Some examples:
- extreme weather conditions
- major natural disasters
- major public health crises, such as Covid-19
- cable theft
- persons on the track
- on-board emergencies
- terrorism or sabotage
- strikes outside the railway company
