If your train is delayed by between 60 and 120 minutes, you are eligible for a compensation coupon (e-voucher) equivalent to 25% of the price of your ticket. If the delay is longer than 120 minutes, you are eligible for a compensation coupon (e-voucher) equivalent to 50% of the value of your ticket. You can use the e-voucher for your next IZY journey. These conditions do not apply for delays caused by events of force majeure.
You are eligible for a refund in the event of a strike or the cancellation of your IZY train or if your train is delayed by over 60 minutes. In this case, you can take advantage of a compensation coupon (e-voucher) which you can use for your next booking on IZY.com. Contact us
In the event of a strike affecting the IZY trains, we will endeavour to provide you with an alternative transport solution (subject to availability). If no other transport option can be offered, you will be entitled to an e-voucher valid for a new IZY journey. Please submit your request for a voucher via the contact form.
The e-voucher is available in the form of a code. Simply enter this code in the relevant box during the booking process and benefit from a purchase value equivalent to the value of the e-voucher. The e-voucher is valid for 12 months from the date of issue. NB: an e-voucher can only be used for one transaction. If the value of the e-voucher is greater than that of the transaction, any remaining value on the e-voucher will be lost.
If your booking code or your e-voucher code is generating an error, we invite you to contact our customer service using the contact form.
In this case, please send us your comment using the contact form.
You can contact the customer service directly via the online form.
In the event of an unsatisfactory response received from IZY Customer Service or in the event of no response being received within a period of three months, the Ombudsrail (ombudsman of the Belgian railway company) may be contacted at the following address: Ombudsrail - Boulevard Roi Albert II 8 box 5, 1000 Bruxelles - Tel.: 0800.25.095 - Email: firstname.lastname@example.org.