Submitting a claim to SNCB

If your train is delayed or cancelled, or if you need to request a refund due to bereavement or hospitalisation of a passenger on your travel date, we can submit a claim on your behalf. 

A different process applies to international trains between Belgium and France, 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 some compensation. Your claim must be submitted your claim within 60 days of travel. 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.

Required details & documents

We will need the following from you to submit a claim. Please click here to contact-us and send the following details to us: 

  • Your booking details Please include your Rail Europe booking reference (it begins with "RE-"), passenger names and your train number. (You can find this in your Rail Europe booking confirmation email.)
  • Details of your disruption Please include information about the length of the delay, or any other relevant details. 
  • Receipts for any other expenses incurred (if applicable)  If applicable, you should submit receipts for expenses in accordance with the Conditions of Carriage, e.g. alternative transport/taxi receipt, or a hotel bill if overnight accommodation was necessary. A photo/scan of these documents is acceptable, but we recommend retaining the original copies until your claim is resolved.

Illness / Bereavement

Unfortunately, SNCB does not accept claims for illness, bereavement, or additional costs incurred due to a disruption. You will need to claim these via your travel insurer. 

How will the refund be paid?

Once SNCB approves your compensation (usually within 7 months), we will refund the payment card used for booking, and we'll send you an email to confirm. Though refunds are immediate from our end, it usually takes a few business days to reach your account. 

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