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.
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.
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.
reimbursement in the event of a rail segment shutdown
Railway track infrastructure requires ongoing maintenance, which sometimes obligates the temporary closure of sections of the track. Should you be in possession of a Rav Kav 30 day flexible ticket or a 7 day flexible ticket and travel was prevented due to the temporary closure of the section of track for which Israel Railways did not publish a notice at its website and at the train station, 7 days prior to the date you purchased the ticket, it is possible that you are entitled to an extension of the period of use of the card, pursuant to the type of trip card in your possession.
To check eligibility for compensation, contact the Israel Railways Customer Services Hotline on *5770.
Pursuant to the Directives of the Ministry of Transport
- Periodic trip tickets for students, of all kinds, do not entitle the holder to compensation with respect to the closure of a section of the track.
- Should a notice have been published in advance, at the website and at the train stations, regarding the closure of a section of the track, 14 days prior to the date of commencement of the closure, the holders of a Rav Kav 7 Day Flexible ticket will not be entitled to an extension of the use of the ticket.
- Should a notice have been published in advance, at the website and at the train stations, regarding the closure of a section of the track, 37 days prior to the date of commencement of the closure, the holders of a Rav Kav 30 Day Flexible ticket will not be entitled to an extension of the use of the ticket.
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.
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 in 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
for more information
Do you have further questions about the reimbursement you deserve? Please contact the Service and Information Call Center *5770.