If something outside your control stopped you from using your reservation, or you didn’t get what you booked, you might be able to get an exceptional refund. This can include situations where:
- your train was cancelled or affected by a strike
- your train was heavily delayed
- you had a medical emergency
- you were moved to a lower class at the last minute
- you had to travel without a seat, for example in the aisle
- your carriage was missing or unavailable
Check your refund amount before you cancel
When you start a cancellation in your account, you’ll see how much you’ll get back before you confirm.
- If you’ll get the full reservation price back, you can go ahead and cancel in your account.
- If you’ll get less than the full price, don’t cancel. A cancellation in your account means you accept the standard refund conditions, and we can’t request an exceptional refund for you afterwards. Contact us instead, and we’ll look at your case and tell you what to do next.
Send us proof if you can
If your train was cancelled, include proof with your message, such as:
- a screenshot of the cancellation email from the train operator
- a photo of the departure board showing the cancellation
- a screenshot from the train operator’s website
Delayed by an hour or more?
You might also be entitled to delay compensation. Fill out our delay compensation form. If your request includes seat reservations, send it within two months of your travel date.
Your train ran, but your plans changed?
That’s a standard refund. This also applies if you missed a train that ran as planned, for example because an earlier train was late. You can cancel your reservation yourself in your account under Reservations overview, by selecting Refund tickets. Your train operator’s refund conditions apply.