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Have your forgotten or lost a personal item on a train or at a station? Report this as soon as possible to increase your chances of getting it back!
The procedure to be followed will depend on the final destination of the train on which you lost the item in question, since any item found is automatically given to the staff at the station of arrival of your train.
To report an item lost at a station or on a train with a final destination situated:
in Belgium
in France
- Report your lost property online on www.garesetconnexions.sncf/fr/service-client/a-vos-cotes/objet-perdu-trouve/declaration-perte (only in French) >
- Contact SNCF “lost property” on 3635#22 (from France) or on +33 8 92 35 35 35 from abroad.
in the Netherlands
- Report your lost property online on www.ns.nl >
- Contact the NS Service Centre on 0900 321 21 00 (from the Netherlands) or on +31 30 235 44 80 from abroad.
in Germany
- Report your lost property to DB Station&Service >
- In Cologne: contact “lost property” directly at Cologne (Köln Hbf) station on +49 221 141 31 25.
in the United Kingdom (London St-Pancras, Ashford of Ebbsfleet)
- Contact Eurostar “lost property” by telephone on +44 3448 22 44 11 (then press 1) or by email at lost.property@eurostar.com
General rule for journeys within the European Union, Norway or Switzerland:
- For a delay of between 60 minutes and 119 minutes: refund of 25% of the price of the ticket.
- For a delay of 120 minutes or more: refund of 50% of the price of the ticket.
Please notice, however, that no compensation will be paid below €4.
Your claim for compensation must always be filed with the network that distributed your ticket, accompanied by your valid stamped ticket (along with any seat reservations) within three months of the date of travel. If you have been issued a certificate of delay, please enclose this too.
This rule does not apply in cases of open travel offers (Interrail, etc.) or on trains running on behalf of third parties (e.g. charter trains).
For international tickets purchased from SNCB International, file your claim for compensation via the SNCB International Customer Service.
Please note that Eurostar and TGV INOUI have implemented a more generous compensation policy.
Eurostar compensation policy >
TGV INOUI compensation policy >
Note: if you are taking two or more connecting trains, the principle of separate transport contracts applies. In practice, this means that in a journey involving multiple rail companies, each rail company will only be liable for the part of the journey relating to them, whether you have one or more tickets.
For a delay encountered on a direct TGV INOUI connection to or from Brussels-Midi, we apply the following compensations:
- For a delay of between 30 minutes and 119 minutes: refund of 25% of the price of the ticket.
- For a delay of 120 minutes or more: refund of 50% of the price of the ticket.
For a delay encountered on a domestic TGV INOUI or Intercités (or Intercités de Nuit) connection in France, we apply SNCF's G30 policy:
- For a delay of between 30 minutes and 119 minutes: refund of 25% of the price of the ticket.
- For a delay of 2 to 3 hours: refund of 50% of the price of the ticket.
- For a delay of 3 hours or more: refund of 75% of the price of the ticket
Please notice, however, that no compensation will be paid below €4.
For tickets purchased from SNCB, please file your claim for compensation within three months of the date of travel via the SNCB International Customer Service.
For travel between Belgium, France, Germany and The Netherlands
For any delay of 60, 120 or 180 minutes or more, Eurostar offers you compensation in Eurostar ticket vouchers (valid for 12 months) of a respective value of 30%, 60% or 75% of the ticket price.
If you prefer to receive your compensation in the form of a cash refund, Eurostar will apply the European standard on compensation, i.e. reimbursement by bank transfer of 25% of the ticket price (for delays of more than 60 minutes) or of 50% of the ticket price (for delays of more than 120 minutes). No compensation will be paid below €4.
Important: Eurostar may suspend its regularity contract in the event of significant and extended disruptions, provided customers have been notified of delays before their departure.
Claim your compensation from Eurostar >
For travel to/from London
When a delayed Eurostar train to/from London is eligible to compensation, this is announced on board by your train manager. In this case, you can choose between reimbursement (by transfer or via your credit card) or compensation in the form of an e-voucher valid for your next Eurostar journey.
Depending on the length of the delay, Eurostar offers you the following compensations:
a) reimbursement
- delay of between 60 and 119 minutes: 25% of the value of the ticket in question
- delay of more than 120 minutes: 50% of the value of the ticket in question
Your claim for compensation in the form of reimbursement must be filed with Eurostar Customer Service within 60 days of the delay.
Claim your compensation (reimbursement) from Eurostar >
b) compensation in the form of an e-voucher
- delay of between 60 and 119 minutes: 25% of the value of the original ticket
- delay of between 120 and 179 minutes: 50% of the value of the original ticket
- delay of more than 180 minutes: 75% of the value of the original ticket
Claims for compensation in the form of an e-voucher must be filed with Eurostar Customer Service within 12 months of the delay.
Claim your compensation (e-voucher) on the Eurostar website >
When selling Trenitalia travel products, SNCB International acts only as an agent of the Italian railway company Trenitalia S.p.A (subsidiary of the Ferrovie dello Stato Italiane group).
In the event of an error during the purchase, SNCB International can still cancel the purchase within 30 minutes. Of course, we can then still exchange or cancel each ticket afterwards according to the usual exchange and refund conditions of the selected fare.
Any other question, request or complaint regarding a journey with Frecciarossa, Frecciargento, Frecciabianca or other trains operated by Trenitalia (e.g. in case of delay) should be addressed directly to the Trenitalia customer service (in Italian or English), and will be handled directly by Trenitalia.
If you are not satisfied about how your comment or complaint was handled by the SNCB International Customer Service, you can always contact the Ombudsman for rail passengers. The Ombudsman’s Office is an independent authority.
If your complaint is about an online purchase on SNCB's website or app, you can also use the European Commission's dedicated platform for online dispute resolution. If you are using the Online Dispute Resolution platform, you will be asked to enter SNCB's email address. Please enter the address odr@belgiantrain.be. Please notice that this email address must be used only for the purpose of this Online Dispute Resolution platform. Other questions or requests sent through this email address will not be treated.
