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Delay Compensation

Did you experience a train delay of 60 minutes or more during your Eurail or Interrail trip? If so, you may be eligible for monetary compensation for the inconvenience caused. Read more about this in our policy below or use the form to apply for compensation.

 

Delay Compensation Policy

1. What is covered by Eurail’s delay compensation policy?

The objective of Eurail’s delay compensation policy is to compensate you for the inconvenience caused as a result of disruptions during your trip. This policy applies to any delays sustained while travelling with a railway company participating in the Eurail or Interrail Pass Products. The compensation policy applies to all types of Rail Passes managed by Eurail with the exception of Complimentary Passes.

 

Compensation for supplements (e.g. reservations) and reimbursement of expenses incurred as a result of the sustained delay (e.g. for alternative means of transportation, accommodation, etc.) fall within carriers’ individual conditions of carriage. If received, such claims will be forwarded to the reservation agent or the provider of carriage concerned for further processing. Compensations for delays whilst travelling with benefit partners or non-railway companies participating in the portfolio are also not covered by this policy. You may however qualify for compensation according to the individual terms and conditions of those carriers and therefore we encourage you to check the details with the provider of the service concerned.

 

2. When am I entitled to a delay compensation?

A delay is the difference between the time you were scheduled to arrive in accordance with the published timetable and the time of your actual or expected arrival. You qualify for compensation if you have experienced a delay of at least 60 minutes during your trip. Please note that you have to address your request for compensation within three months of the end of the last day of validity of your Pass.

 

3. How much compensation am I entitled to?

The amount of the compensation depends on the length of each individual delay, price, and validity of your Pass. You can find the compensation table here (PDF download). Please note that the minimal compensation level is €4,00. Any compensation lower than €4,00 will not be paid by Eurail. Compensations shall be paid in the form of money – in euros, through bank transfer. The maximum compensation amount is limited to 25% of the pass price.

 

4. How do I submit a compensation request?

Submitting a request for compensation is easy! All you have to do is fill out the form on this page.

 

If you have a mobile Pass, please provide us with a screenshot of the ticket for the travel day(s) you incurred in the train delay/cancellation and any other supporting documentation. The tickets of the travel days can be found by going to the "My Pass" section and clicking on "show ticket" for that/those day(s). Please make sure you send a screenshot of all the Passes you are requesting a compensation for.

 

If you have a paper Pass, please attach copies of your Pass, Travel Diary, and any other supporting documentation. 

 

Once you've submitted your request to us we'll try to get back to you within 10 working days.

 

5. Further reading

Our delay compensation policy is based on Regulation (EC) No 1371/2007 of the European Parliament (PDF download) and the Council of 23rd October 2007 on rail passengers’ rights and obligations (PRR), the General Conditions of Carriage for Rail Passengers (GCC-CIV/PRR) (PDF download).

 

6. Further assistance

If you have experienced any problems while travelling with a Eurail or Interrail Pass you can contact us at customerservice@interrail.eu.

Delay Compensation Form

Personal details
Title
Bank Account details
Where did you purchase your pass?

Customers who bought their Pass directly from Eurail BV with credit card will be refunded on the credit card used to buy the Pass.

Details of sustained delays
Pass details
Supporting documents

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Delay Compensation Privacy Policy

Version control: v2.0

Last updated: July 7th, 2021

 

This privacy policy explains how your personal data is used and secured by Eurail B.V. (hereafter “Eurail”), supplied by you through the Delay Compensation form made available on our websites Eurail.com and Interrail.eu. 

What is personal data?

In accordance with the General Data Processing Regulation (GDPR) and Dutch Data Privacy legislation, personal data is considered any information that relates to an identified or identifiable living individual. Different pieces of information, which collected together can lead to the identification of a particular person, also constitute Personal data.

 

Processing of personal data
From the Delay Compensation form that you submit to us, we collect and process the following personal data – salutation (Mr. / Ms.), name, postal address, bank account number, IBAN and Swift / BIC code. Personal data is only collected and processed as necessary for providing our services as outlined in the Interrail Delay Compensation Policy. 

 

What is your information used for?

The personal data that we ask you to fill in the Delay Compensation form is used for settling your request for compensation arising out of train delays, in accordance with the applicable conditions of use of the Pass. Collection and processing of this data is necessary for us to carry out the requested payment, as well as for accounting purposes.

 

How does Eurail protect your information?

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, Eurail has put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information Eurail collects. These include firewall encryption, transfer through secure network connections; limited digital and physical access on a need-to-know basis; and conclusion of data processing agreements with third party data processors, such as digital payment providers and railway companies participating in the Eurail or Interrail Pass Products.

 

Does Eurail disclose any information to third parties?

Eurail does not sell and trade your personally-identifiable data shared through the Delay Compensation Form. Eurail transmits your personal data, shared by you in relation to settling your compensation payment, to trusted third parties, who assist Eurail in carrying out the purposes described above, as long as those third parties agree to comply with this privacy policy. Furthermore, Eurail may also release your information when the release is due by law.

 

Retention and deletion of your personal data

In accordance with Section 3 of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation), personal details will be kept for no longer than necessary.

 

Settling your compensation payment

Data collected from the Delay Compensation form and processed for the purpose of settling delay compensation payments and the related internal accounting is kept according to the periods prescribed by Dutch legislation, following which all copies of this data are irreversibly disposed of.

Your rights as an owner of the data

Upon your request your personal data can be amended or erased, provided that, this does not conflict with applicable laws. Requests for deletion of your personal data kept by us are handled within 30 days. Please note that erasure of your data may affect our performance of the requested service. Eurail waives all responsibility for rendering any requested services following a requested erasure of your data.

If you want to access, correct, block or erase your personal details, please contact us by mail to the following addresses: privacy@eurail.com adding “Delay Compensation Request (DCR) Data” to the email subject. For any other questions or concerns, please contact our customer service team at customerservice@interrail.eu, adding the subject in the title of your email.

Changes to our Privacy Policy

Any changes to and updates of this Privacy Policy will be published on this webpage. These changes, unless requiring your explicit consent, shall become applicable form the date of publication. While Eurail undertakes to inform you about major policy changes it is your responsibility to periodically review this page..