​​​​​​​​​​​​​​​​​​​​​​Reimbursement for delay, train cancellation or rail segment shutdown ​

At Israel Railways, we know that your time is precious and we make every effort to prevent train delays and to bring you to your destination on time. However, sometimes faults causing delays of the trains can occur. If the train reaches your destination with a delay of more than half an hour, you are entitled to reimbursement​.​​


The reimbursement for a delay of at least half an hour ​

In the event of a delay exceeding 30 minutes from the scheduled time, you are entitled to receive a free travel ticket for the same line you have travelled on.​

The reimbursement for a delay of at least one hour ​

In the event of a delay exceeding 60 minutes from the scheduled time, you are entitled to receive 2 free travel tickets for the same line you have travelled on.​

The reimbursement in the event of a rail segment shutdown

The rail infrastructure necessitates ongoing maintenance, which often requires temporary shutdown of the rail segment. If you have a flexible Rav Kav card for 30 days or 7 days and your travel was denied due to the temporary shutdown of the rail segment, you may be entitled to extend the usage period of the card, depending on the type of travel card you hold. In order to check your eligibility for reimbursement, contact the Customer Service call center of Israel Railways *5770.

Train cancellation

In the event of a train cancellation, you can wait for the next train and at the end of the ride receive reimbursement for the delay. If you choose not to wait for the next train, you can get a refund of the travel fees for the utilized travel ticket.​​

Validity of the reimbursement ticket

The validity of the travel ticket being granted as reimbursement for a train delay is not limited in time and you can make use of it any time you choose.

Limitation of warranty​

The reimbursement for passengers in the event of a train delays is final, thorough and exclusive for removal of claims regarding delays of the train traffic.​


How do you obtain the reimbursement tickets? 


There are several ways to obtain the reimbursement ticket: 


  • Contact the station manager and present your original travel ticket. If you are entitled to reimbursement, the reimbursement ticket will be given to you at the location you are at. If you cannot get in contact on the day of travel, you can contact the station manager i​​​n order to receive the reimbursement up to 14 days following the travel date.

  • Submit designated online form in order to receive reimbursement at the railway station. Please note, if additional inquiries are needed, the reimbursement ticket receipt may be delayed. Click here to fill in a form for reimbursement for a train delay​​​

  • ​In the event of rail segment shutdown, approach the automatic ticket machines or the station cashiers and the reimbursement will be automatically credited to your card.  ​

​for more information 

Do you have further questions about the reimbursement you deserve? Please contact the Service and Information Call Center *5770.