Reliability Guarantee

When you subscribe, you specify an outbound train and/or a return train. If these two trains together account for 8 or more disruption incidents in a calendar month, you will automatically receive a 30 % refund on your monthly season ticket. For example: 5 disruptions on the outward journey and 3 on the return journey entitle you to compensation.

A disruption is defined as a cancelled train or a train that arrives at its destination 15 minutes or more late. Causes beyond the control of the transport operators (bad weather, vandalism, accidents involving passengers, etc.) are not taken into account.

If you are eligible, you will receive an email notification from the 20th of the following month. A refund of 30 % of your monthly subscription fare will be paid to you by bank transfer no later than 70 days after the end of the month in question.

No, compensation is paid automatically provided you have correctly recorded your journeys and the threshold has been met. You do not need to take any action.