Submitting a claim to SNCB

We currently book all domestic Swiss, Austrian, Danish, Dutch, Belgian and Luxembourgian tickets via SNCB. If your train is delayed or cancelled, you can submit a claim directly to SNCB (also known as NNBS, B-Europe). The following guidelines will assist you.

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?

For a claim to be considered, it must be received by the rail operator within 60 days of travel.

If your train is cancelled or delayed by 60 minutes or more, you are usually entitled to compensation. 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.
Compensation will only be paid if the refund amount exceeds €4.00.

Submitting a claim

You will need the following information to hand. You can find it in your Loco2 account, confirmation email or tickets.

  • Departure/arrival stations.
  • Date of travel.
  • Train number (just the number e.g. for Intercity #513 enter 513).
  • DNR - This is the rail operator's seven-letter reference. It's labelled "DNR" on print-at-home tickets and "ticket ID" on mobile tickets e.g. SBDJXPU.

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

In most cases, any unforeseen costs as a consequence of a delayed or cancelled train will be covered by your insurance provider, so it’s a good idea to check with them first. If possible, we always recommend claiming via travel insurance rather than the rail operator.

SNCB will consider (but not guarantee) reimbursing travellers for expenses that were incurred as a direct result of your delayed or cancelled train and were unavoidable. For example:

  • Overnight accommodation.
  • Food.
  • Transport between the station and your accommodation.
  • The cost of calling anyone who was waiting for you at your destination.

SNCB will not cover any other expenses, such as the cost of alternative transport if you decided not to wait for the next available train or a missed onward connection such as a flight or night in a hotel. You would need to pursue a refund for this kind of expense via your travel insurer.

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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