Intercity Direct Delay Compensation Guide

Intercity Direct is a Netherlands train operator carrying 12 million annually passengers. Under EU 2021/782, passengers delayed 60 or more minutes are entitled to financial compensation, regardless of the cause in most cases. Only 79.6% of Intercity Direct trains ran on time in 2024, meaning a significant share of passengers have a valid claim each year. Compensation starts at EUR 4 for delays between 60 and 119 minutes, and increases for delays of 120 minutes or more. Claims must be submitted within 90 days of travel. Intercity Direct is NS's premium high-speed service connecting Amsterdam, Rotterdam, Breda, and Antwerp using the HSL-Zuid high-speed line. It operates at speeds up to 300 km/h and forms part of the international rail corridor between the Netherlands and Belgium. This guide explains what you are owed, how to file, and what to do if your claim is denied.

Intercity Direct Compensation Amounts

The table below shows the compensation thresholds that apply under EU 2021/782. Amounts are based on the ticket price paid and the duration of the delay.

How to Claim Intercity Direct Compensation

1. Check your delay duration. Confirm your train was delayed by 60 minutes or more. Under EU 2021/782, the 60-minute threshold triggers your right to claim.
2. Gather your travel documents. Collect your ticket, booking confirmation, and any receipts for additional expenses caused by the delay.
3. Submit your claim to Intercity Direct. File your claim within 90 days of travel via the Intercity Direct claim portal. Visit: https://www.ns.nl/klantenservice/vertraging
4. Wait for the response. Intercity Direct must respond within 30 days. If your claim is rejected, you can escalate to your national rail regulator.

Popular Intercity Direct Routes

Delay compensation applies on all Intercity Direct routes. The following routes are among the most travelled and most likely to experience delays.

• amsterdam to berlin
• paris to amsterdam
• brussels to amsterdam

Your Rights with Intercity Direct

Under EU 2021/782, your right to compensation is statutory. Intercity Direct cannot waive this right through its own terms and conditions. If your train is delayed by 60 minutes or more at the final destination shown on your ticket, you are entitled to a partial refund of your fare. A 60 to 119 minute delay entitles you to 25% of the ticket price. A delay of 120 minutes or more entitles you to 50%.

You have 90 days from the date of travel to submit your claim. Intercity Direct cannot reject your claim on force majeure grounds under the applicable regulation. Keep your ticket and booking confirmation as evidence.

If Intercity Direct rejects your claim or does not respond within 30 days, you can escalate to your national Alternative Dispute Resolution body or rail regulator. Filing a complaint costs nothing and the operator is obliged to participate in the process. See our how it works guide, the FAQ, and our full list of operators for more detail.