Automatic compensation system for late trains
We have launched an automatic compensation system for late trains. At this time, customers who made one train journey (without changing trains) can apply to the system to obtain a compensation ticket within 48 hours.




A number of ways are available for you to obtain compensation for a late train:

1. You can contact the station master up to 14 days from the date of your trip, with a paper ticket / a Rav Kav card /
a payment Q. R. code in the application which you used to travel.


Take note! Compensation can only be obtained at stations where there is an active ticket office.


2. Applying for compensation through an online form: 

  • Please contact us by filling out a compensation application form. Take note! All fields in the form must be completed. Should details be missing, we will not be able to process your application. 

Did you organize your trip with a Rav Kav card? 


Take note! You can apply for compensation up to 6 months from the time of the incident.




 

Important!

At Israel Railways, we know that your time is precious and we make every effort to avoid late trains and get you to your destination on time. However, malfunctions sometimes occur, which delay trains. If the train reaches your destination late by 30 minutes or more, you are eligible for the following compensation. 
    • A delay of 30-60 minutes – if a train is late by more than 30 minutes from its scheduled time prescribed in the timetable, you are eligible for a free ticket on the line you traveled. 
    • A delay of more than 60 minutes – if a train is late by more than 60 minutes from its scheduled time prescribed in the timetable, you are eligible for two free tickets on the line you traveled.
    • Compensation for train delays for users of payment apps is conditional upon the presentation of the Q. R code produced by the app through which the trip was booked, as proof of the trip. 
      To ensure your eligibility for compensation, use the app that saves the Q. R code after the trip, or save the Q. R code, by saving a screenshot of the smartphone screen. 
      Take note! No compensation will be granted for train delays without the Q. R code being presented.





Cancelled train
If a train is cancelled, you may wait for the next train, and receive compensation for the delay at the end of the journey. 
If you choose not to wait for the next train, you may receive a refund of the fair the used ticket. To check your eligibility for a refund, contact the Customer Service Department via the online form

Validity of the compensation ticket
A compensation ticket for a late train in unlimited in time and you may use it at any time of your choosing.

Limited liability
Compensation for a late/cancelled train is final, complete, and exclusive for clearing claims in the matter of late/cancelled trains.