Submitting a claim to SNCB

We book some journeys in Switzerland, Austria, The Netherlands, Belgium and Luxembourg via the Belgian rail operator, SNCB. If your train is delayed or cancelled, you can submit a claim directly to SNCB (also known as NNBS, B-Europe).

A different process applies to international trains between Belgium and France (Thalys), the UK (Eurostar) or Germany (Deutsche Bahn).

IN THIS ARTICLE

Am I eligible for compensation?

If your train is cancelled or delayed by 60 minutes or more, you are usually entitled to compensation. You must submit your claim within 60 days. As a general rule, compensation will be calculated as follows:

  • For a delay of 60 - 119 minutes: 25% of the price of the ticket.
  • For a delay of 120 minutes or more: 50% of the price of the ticket.
SNCB will only pay compensation if the refund amount exceeds €4.00.

Submitting a claim

To submit your claim you will need the information on your booking confirmation email and tickets. You can submit your claim in one of two ways:

Online: by completing this form. You'll need to upload your PDF ticket/s or a copy of your Loco2 confirmation email as an attachment.
By Post: You can fill in this form and submit it by post. Enclose your tickets and return to:
SNCB Marketing & Sales Europe
SNCB
Marketing & Sales Europe
Customer Care
10-14 - B-MS.035
Avenue de la Porte de Hal 40
B-1060 Brussels

How will the refund be paid?

You can request a bank transfer to receive your compensation. To do this, please enter your International Bank Account Number (IBAN) and Bank Identifier Code (BIC) into the appropriate part of the form/s. This standard, internationally recognised format will enable an international transfer to your account.

Approved payments will be made via bank transfer to the account specified by you. SNCB will email you with information about receiving approved funds.

Claiming additional expenses

You should always claim via your travel insurance company first, if you have coverage. SNCB will only consider (but not guarantee) refunds for unavoidable expenses incurred as a direct result of their delayed or cancelled train. For example:

  • Overnight accommodation.
  • Transport between the station and your accommodation.

SNCB will not cover any other expenses.

Making a claim

If you need to make a claim for additional expenses, you should add a short explanation and attach supporting documents to your claim.

It's fine to upload scans or photos of receipts or new tickets as an attachment. However, you are required to retain the original documents for the duration of the claim.

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