Travelling by Train with NS All the Information You Need About Your Journey by Train Table of Contents Find the Information You Need

Travelling by train with NS All the information you need about your journey by train Table of contents Find the information you need.

Welcome 3 Getting to and from the station 20 By bicycle 20 Preparation 4 By car 20 Planning your journey 4 Continue your journey with the OV-fiets 20 Travel information at the station 4 The convenience of the NS Zonetaxi 21 Finding your way at the station 4 Greenwheels cars at the station 21 Buying tickets online 4 Buying an OV-chipkaart 5 At the ticket machines 22 Holidays 6 Checking in 23 A season ticket to suit everyone 7 Minimum balance on your OV-chipkaart 23 Where can you check in? 23 NS Flex 8 What if the gate doesn’t open? 23 Flexible travel with NS Flex 8 International travel 23 Buying NS Flex 8 Online tickets 24 Have you checked in successfully? 24 Traditional Season Tickets 9 Seeing someone off or making a purchase 24 When do you usually travel? 9 Changing trains/connections 24 Ordering Season Tickets 9 Discounts for senior citizens 9 Assistance at the station 25 Discounts for your 2nd Season Ticket 10 Our employees 25 NS Business Card 10 Safety 25 Travelling with a disability 25 NS Season Tickets 11 NS Flex Season Tickets: 11 Sprinters and Intercitys 26 Traditional Season Tickets 12 Sprinter 26 Intercity 26 Individual tickets and special tickets 14 Standard facilities 26 Single-use chipkaart and online ticket 14 Free WiFi 26 Special promotions 14 Spoordeelwinkel discount shop 14 Rules for travel 27 Extra comfort 14 Zones in the Intercity 27 Group travel at a discount 15 Baggage, strollers and bicycles 27 Travelling with children 15 Departures 28 Pets on the train 15 Keeping the area clean 28 Bicycles on the train 15 Smoking 28

Extra facilities 16 Checking out 29 Your online Mijn NS account 16 Forgot to check out? 29 NS Extra 16 Refund on expired OV-chipkaart 16 Delay? Request a refund! 30 How to request a refund 30 Railway map of the Netherlands 18 Lost something? 31 Lost or stolen OV-chipkaart? 31

How can we help? 32

2 | Travelling by train with NS At home, before your trip At the station During your trip After your trip

and the NS app. Of course, you can also use our shops and ticket machines at larger at larger machines and the NS app. Of course, you also use our shops and ticket can

stations. If you have a question and can’t seem to find the answer, our employees in the find the answer, If youstations. and can’t seem to a question have nearly by you every 400 stations, in the Netherlands destination With train. over can reach you assist happy during yourNS is to trip. The world is becoming a little more digital every day. You can now use your laptop or mobile or mobile use your can now laptop every digital day. becoming a little more You is The world manage your on the sofa phone to some online shopping while relaxing bank account or do you with easier for life make to and wants with the times, moving by NS is train. or travelling ns.nl you journey begins at home, where Your steps. four journey into divided the train have We is when This station. is the step The next to offer. we have find out about all the options your on your starts: and get starts journey really you way. the train step The last the board yourminute journey by ends. train station hall would be happy help. hall would station to

So you’re planning to take a trip by train! Perhaps it’s your it’s a trip by Perhaps time, or maybe first train! take So you’re planning to facilities about specific more know a while? If so, youit’s been to might want by travel all you to explains know need to brochure and types of journeys. This by more that you train all, our hope is will travel After in the Netherlands. train - a day travel out: or just for school work, to you get Whether often. use it to everyone. for ling by is train Welcome Preparation

To ensure a stress-free journey, there are a few preparations you can make in advance. This way, you’ll know exactly what to expect once you arrive at the station.

Planning your journey The yellow signs at the station and/or the In our Travel Planner, you can easily find out platforms display an overview of all depart- which train will bring you to your destina- ing trains. tion, and at what time it will depart. This information is available from the NS Travel For international trains, there are digital Planner at ns.nl, and on your smartphone or signs at the platform containing the up-to- tablet once you download the free NS app. date train configurations so that you can easily find your reserved seat. The Travel Planner allows you to: • plan your journey; Finding your way at the station • look up travel information during your To make it as easy as possible for you to journey; find your way at the station, We have • view the price of your journey and buy made station maps available online at your e-ticket. ns.nl/stationsinformatie. This will help you find the best way to transfer from one train You can also save your planned trip in the to another, as well as showing you where to NS app, and receive alerts about your find shops and facilities. You can find the journey. In addition, the app provides infor- station maps and an overview of station mation about stations, such as whether facilities in the NS app as well. To do so, OV-fietsen or luggage lockers are available. select the ‘Departures’ menu, then choose Even if engineering works have been sched- ‘Facilities’ or ‘Map’. uled along your route, the travel advice updates in the NS Travel Planner will help Buying tickets online you reach your destination. You can view all of our products online, and also purchase most of them this way. Travel information at the station For Season Tickets, please visit The digital screens at the station display ns.nl/season-tickets. For individual tickets up-to-date travel information up to and special tickets, go to ns.nl/products. You 30 minutes in advance. Disruptions and can also buy these tickets at ticket machines engineering work are also announced via at larger stations. the PA system.

4 | Travelling by train with NS At home, before trip your

Buying an OV-chipkaart The single-use chipkaart: a handy You can also travel with NS using an alternative OV-chipkaart. You have the option of buying Don’t really travel by train that often? a personal or anonymous OV-chipkaart. Then the single-use chipkaart or an The table below shows you what the online ticket is the ideal solution for OV-chipkaart costs, where you can order or you. For more information, please visit buy one, and what the differences are ns.nl/products or see page 14. between a personal OV-chipkaart and an anonymous OV-chipkaart.

Personal OV-chip- Anonymous kaart OV-chipkaart At the station Personal Yes No Can it be blocked when lost or stolen? Yes, after 24 hours No, cannot be blocked Balance refunded after loss or theft? Yes No Option for automatic balance top-up Yes No Travel data can be viewed in Mijn NS Yes No Suitable for NS and other public transport Yes No Season Tickets Suitable for NS ﬂex Yes No Order processing time 7 working days Available immediately from

NS ticket machines with the trip During your OV-chipkaart logo or other points of sale Recommended price OV-chipkaart € 7.50 or free with € 7.50 an NS-Season Ticket After trip your

All the information you need about your journey by train | 5 A personal OV-chipkaart is free of charge Remember to top up the balance on your when you buy an NS Season Ticket. You can OV-chipkaart first. Read more about the order one at ns.nl/season-tickets. OV-chipkaart on page 23, or visit ns.nl/en/ov-chipkaart. If you would like a personal OV-chipkaart without a Season Ticket or an anonymous Holidays OV-chipkaart, You can order one at Different timetables sometimes apply on ov-chipkaart.nl or pick up a paper request holidays. NS observes the following national form from an NS shop at larger stations. holidays: New Year’s Day, Good Friday, These cards cost a one-time payment of Easter, Easter Monday, King’s Day, € 7.50. Ascension Day, Pentecost, Whit Monday, Christmas, Boxing Day. To find out if your If you purchase an anonymous OV-chipkaart Season Ticket is valid during the holidays, from NS, your card will already have been please visit ns.nl/holidays. activated and you can travel 2nd class with NS right away.

6 | Travelling by train with NS At home, before your trip At the station During your trip After your trip

We have a season ticket to suit every type of traveller. Whether you travel every day you or just Whether travel suit every type of traveller. to a season ticket have We all, although the types or a day school out. After work, it’s for once a month, and whether - travel make the same: to is the goal of the NS Season Tickets of journey may be different, or Ticket Season an NS Flex between choose can You and affordable. ling by convenient train you you NS account, which need a Mijn a Season Ticket, order To Season Ticket. a traditional by ns.nl/mijnns going to can create everyone A season ticket to suit to ticket A season NS Flex

The easiest way to travel by public transport. You can simply board your train, bus, tram or metro without topping up your balance first, and you can even rent an OV-fiets.

Flexible travel with NS Flex Buying NS Flex NS Flex lets you check in and out of all You can order an NS Flex season ticket at public transport, without having to top up ns.nl/ﬂex. Do you already have a personal your balance. You can use NS Flex with and OV-chipkaart? In that case, you will be able without a Season Ticket and can easily to travel without a Season Ticket within change your preference every month. Using 1 hour. Would you prefer a Season Ticket? Mijn NS or the NS app, you can stay up to You can choose whether or not to travel at a date with your travel costs for all forms of discount every month. Visit ns.nl/en/fex or public transport and the OV-fiets. As a ns.nl/season-tickets for an overview of all result, you’ll never face any unwelcome our fexible Season Tickets and their benefits. surprises. Forgot to check out after travelling with NS? We’ll correct it automatically. Not all traditional Season Ticket products and services are available for NS Flex yet. We’re constantly working on developing NS Flex.

8 | Travelling by train with NS At home, before trip your Traditional Season Tickets

Prefer to travel with a chipkaart and a balance? Then one of our traditional Season Tickets is the ideal solution for you. You should always make sure that the balance on your card is sufficient to travel. At the station When do you usually travel? Discounts for senior citizens In determining which Season Ticket is best If you are 60 years old or older and have a for you, we base our assumptions on the Dal Voordeel, Altijd Voordeel or Voor- times you usually travel. These could be deelurenabonnement, you are entitled to during off-peak hours, during peak hours, unlimited travel for an entire day with the or both. Go to ns.nl/season-tickets, or see Keuzedagen (Optional day) product. Order pages 11-12 for an overview of all our the Keuzedagen supplement in advance Season Tickets and their benefits. online via ns.nl/en/keuzedagen. After your initial order, you can add this to your Ordering Season Tickets OV-chipkaart yourself using the ‘Keuze There are different ways to order Season dagen’ (Optional day) button on an NS ticket Tickets. All of our Season Tickets are avail- machine, for example. able online for fast and easy ordering at trip During your ns.nl/season-tickets. Do you already have a If you are 65 years old or older, then you are personal OV-chipkaart? In that case, you can eligible for a discount on your Weekend Vrij purchase some Season Tickets via the or Dal Vrij season ticket (see table on pages NS Customer Service and at the NS desk. 12 and 13).

A brief description: All the information you need about • 7 Keuzedagen for unlimited travel by train our Season Tickets throughout the Netherlands. For further information on our • € 25.50 for 2nd class, or € 50 for 1st class Season Tickets, please visit travel. ns.nl/season-tickets. Business • Travel on weekdays after 9:00 a.m., and

travellers can find more information at all day on weekends. After trip your ns.nl/business-subscriptions. Do you have a Voordeelurenabonnement? If so, you can order the Keuzedagen product when you renew your Season Ticket.

All the information you need about your journey by train | 9 Keuzedagen are not compatible with NS Business Card NS Flex Season Tickets. The NS-Business Card is the perfect way to travel for business owners and their employ- Discounts for your 2nd Season Ticket ees. The NS-Business Card gives you access Some Season Tickets allow you to order a to all modes of public transport, as well as 2nd Season Ticket with discounts for a door-to-door services, such as Greenwheels, family member. Eligible family members NS Zonetaxi, parking, and OV-fiets. You only include a partner or child 12 years or older pay for the journeys taken with one who lives at the same address. To find out if convenient invoice later. For further your Season Ticket offers the option of information about the NS-Business Card ordering an additional Season Ticket for a and other products for business travellers, family member, find the information about go to: ns.nl/business. your Season Ticket at ns.nl/season-tickets.

10 | Travelling by train with NS At home, before trip your NS Season Tickets

NS Flex Season Tickets: Prices per month 2nd 1st The benefits of NS Flex Combined class class No card balance needed travel Pay after you travel possible Adjustable on a monthly basis + -40% Off-peak hours

NS Flex One-time fee No travel discounts, but all of the At the station without Season Ticket of € 10 benefits of NS Flex

One-time fee Weekend Voordeel of € 10 + €2 40% discount at the weekend. per month.

€5 €5 40% discount at the weekend. Dal Voordeel per per 40% discount during off-peak ✔ month month hours

40% discount at the weekend. € 24 € 24 40% discount during off-peak Altijd Voordeel per per ✔ hours month month 20% discount during peak hours

€ 35 € 41 Unlimited travel on weekends trip During your Weekend Vrij per per 40% discount during off-peak ✔ incl. off-peak discount month month hours

€ 32 € 38 Weekend Vrij per per Unlimited travel on weekends ✔ excl. off-peak discount month month

€106 €134 Unlimited travel on weekends Dal Vrij per per Unlimited travel during off-peak ✔ month month hours

Unlimited travel on weekends €347 €584 Unlimited travel during off-peak Altijd Vrij per per ✔ hours month month Unlimited travel during peak hours After trip your

All the information you need about your journey by train | 11 Traditional Season Tickets Travel with a dis- The benefits 2nd class 2nd class 65+ 1st class 1st class 65+ Weekend Off-peak Peak hours Option for Option for additional season ticket count hours Peak hours are: group travel 2nd Season Ticket with a discount During off- weekdays peak hours: between 06:30 weekdays and 09:00, and before 6:30, from 16:00 to between 9:00 18:30. and 16:00, and after 18:30. All day on weekends and holidays

Discount during off- Dal Voordeel* peak hours and € 52 p/year - € 52 p/year - 40% discount No discount ✔ ✘ weekends

€ 23 € 23 Altijd Voordeel* Always a discount - - 40% discount 20% discount ✔ ✘ p/month p/month

Unlimited travel

Unlimited travel on € 34 € 24 € 40 € 30 Unlimited 2nd Season Ticket with Weekend Weekend Vrij 40% discount No discount ✔ weekends p/month p/month p/month p/month travel Vrij discount optional

Unlimited travel 2nd Season Ticket with Dal Vrij, € 105 € 45 € 133 € 71 Dal Vrij during off-peak Unlimited travel No discount ✔ Weekend Vrij, Altijd Vrij, or OV Vrij p/month p/ month p/month p/month hours and weekends discount optional

2nd Season Ticket with Dal Vrij, Unlimited train € 346 € 583 Altijd Vrij - - Unlimited travel ✔ Weekend Vrij, Altijd Vrij, or OV Vrij travel at all times p/month p/month discount optional

2nd Season Ticket with Dal Vrij, Unlimited travel on € 404.70 € 641.70 OV Vrij - - Unlimited travel ✔ Weekend Vrij, Altijd Vrij, or OV Vrij all public transport p/month p/month discount optional

Unlimited travel on a specific route

Unlimited train travel on a fixed Unlimited train Unlimited travel on Traject Vrij See NS Travel Planner for prices route.40% discount off travel travel on a ✔ ✘ a fixed route outside of route fixed route

Other Season Tickets

Flexible travel, from NS Business Card Monthly invoices based on actual use Depending on supplemental Season Ticket ✘ door-to-door

Children ages 4 to Kids Vrij 11 always travel Free** Unlimited accompanied travel ✘ with you for free All Season Tickets are purchased on an annual basis * Travellers aged 60 or older may purchase 7 Keuzedagen (Optional Days) for € 25.50 (2nd class) or € 50 (1st class) with a Dal Voordeel or Altijd Voordeel Season Ticket.

12 | Travelling by train with NS At home, before trip your

Traditional Season Tickets Travel with a dis- The benefits 2nd class 2nd class 65+ 1st class 1st class 65+ Weekend Off-peak Peak hours Option for Option for additional season ticket count hours Peak hours are: group travel 2nd Season Ticket with a discount During off- weekdays peak hours: between 06:30 weekdays and 09:00, and + before 6:30, from 16:00 to + -40% between 9:00 Off-peak 18:30. hours % and 16:00, and after 18:30. All day on weekends and holidays

Discount during off- At the station Dal Voordeel* peak hours and € 52 p/year - € 52 p/year - 40% discount No discount ✔ ✘ weekends

€ 23 € 23 Altijd Voordeel* Always a discount - - 40% discount 20% discount ✔ ✘ p/month p/month

Unlimited travel

2nd Season Ticket with Dal Vrij, trip During your Unlimited train € 346 € 583 Altijd Vrij - - Unlimited travel ✔ Weekend Vrij, Altijd Vrij, or OV Vrij travel at all times p/month p/month discount optional

Unlimited travel on a specific route

Other Season Tickets

Flexible travel, from NS Business Card Monthly invoices based on actual use Depending on supplemental Season Ticket ✘ door-to-door After trip your

Children ages 4 to Kids Vrij 11 always travel Free** Unlimited accompanied travel ✘ with you for free

** The price for the Kids Vrij Season Ticket has been temporarily reduced. NS reserves the right to increase the Season Ticket price again later. You will receive notification of this several months in advance, and have the right to cancel the Season Ticket. All children travel using their own OV-chipkaart. All the information you need about your journey by train | 13 Individual tickets and special tickets

In addition to NS Flex and our traditional Season Tickets, there are also other tickets and extras that will make your journey more convenient and affordable.

Single-use chipkaart and online ticket tion with transportation. You can buy Don’t travel by train that often, but you all Spoordeelwinkel products at need to purchase a single ticket, return ticket ns.nl/spoordeelwinkel. or day ticket? If so, an online ticket or a single-use chipkaart is the ideal solution for Extra comfort you. You can easily buy your online ticket at Want extra comfort or to get to your desti- ns.nl/products or in the NS app. You can nation faster? either print out your online ticket, or down- Here are some ways to make your journey load it as a mobile ticket to the NS app on even more comfortable: your phone. For more information, please • Upgrade from 2nd class to 1st class. visit: ns.nl/mobiletickets. You can also pur- Extra comfort all day long. chase a single-use chipkaart at any NS ticket • ICE International supplement. Travel machine or NS shop, for an extra fee of € 1. within the Netherlands aboard ICE Inter- This extra fee does not apply to travel using national. If you have a valid NS Flex or a Railrunner ticket, Day ticket for one dog or traditional NS Season Ticket, then you can Off-peak bicycle ticket. travel within the Netherlands aboard the ICE International. If you have NS Flex Special promotions without a Season Ticket, you will have to Sometimes you can save even more money buy a Supplement. on travel, thanks to special discount tickets • Intercity Direct trains supplement. Travel that are sold at stores such as Kruidvat or extra fast between Amsterdam Central Albert Heijn. Special terms and conditions Station, Schiphol Airport, Rotterdam do apply to these discounted tickets, includ- Central Station and Breda. You will find all ing travel times. You will receive more infor- of the details about the Intercity Direct mation on these when you purchase a trains on ns.nl/icdirect. If the route special discounted ticket. between Schiphol Airport and Rotterdam Central is part of your journey, you will Spoordeelwinkel discount shop need to purchase an Intercity Direct sup- Would you like to travel by train for fun and plement in addition to your NS ticket. affordable day trips? The Spoordeelwinkel discount shop offers day trips in combina-

14 | Travelling by train with NS At home, before trip your

You can purchase supplements at NS ticket children aged 4 to 11, which is available machines and NS shops, or online via at NS ticket machines or online at ns.nl/products. The Intercity Direct supple- ns.nl/products. This single-use chipkaart ment can also be purchased by presenting costs € 2.50, and is valid for the entire day. your OV-chipkaart to the Supplement pole For more information, please visit: at the platform. ns.nl/products.

Group travel at a discount Pets on the train If you will be travelling with someone who Small pets that fit in a bag or basket/carrier, has an NS Season Ticket (with the exception or that can ride on your lap, may travel with of KidsVrij), or an OV-Studentenkaart holder, you in the train for free. If you are not trans- then you can accompany them with a porting your dog in a bag or carrier, you can 40% discount during off-peak hours. buy the Day ticket for one dog for only At the station You must download the Samenreiskorting € 3.20 at ns.nl/products, allowing your pet to your OV-chipkaart first. Please visit to travel with you on the train. ns.nl/combined-travel-discount for the terms and conditions. If you do not have Bicycles on the train an OV-chipkaart, then you can purchase With the Bicycle off-peak ticket, you pay Samenreistickets at ns.nl. € 6.90 to take your bicycle on the train during off-peak hours, provided there is Would you like to travel to the same destina- enough room available. You can purchase a tion as a group? In that case, the Groeps Bicycle day ticket via ns.nl/products. For € 12 ticket Daluren is the best option. Up to you can also take your bicycle with you on 4 people can travel to the same destination international trains. Some international rail- for only € 32. Each extra traveller over ways require you to book this in advance. trip During your 4 people can travel for only € 1.50. The For more information, please visit Groepsticket Daluren is only available as an NSInternational.nl e-ticket via ns.nl/groupticket.

Travelling with children Children under the age of four travel free as long as they don’t occupy a seat on the train. Children aged 4 to 11 with a Kids Vrij Season Ticket can accompany you for free with their own OV-chipkaart. This Season Ticket is available for order at no extra

charge. For more information, please visit: After trip your ns.nl/en/kids-vrij.

If you do not wish to purchase a Season Ticket for your children, you can also take advantage of the Railrunner ticket for

15 Extra facilities

NS passengers can gain easy access to various facilities and benefit from additional services.

Your online Mijn NS account Create your own Mijn NS account at: Would you like to have access to the infor- ns.nl/mijnns. mation on your OV-chipkaart, wherever you are? With a Mijn NS account, you can sort NS Extra out your NS travel arrangements online. With NS Extra, you can enjoy exclusive promotions, free extras, personal service on This account allows you to: your fixed route and our check-out alert • see the journeys you have already taken feature. All you need is a personal with NS, as well as an overview of your OV-chipkaart. Register for free by visiting travel expenses; ns.nl/en/nsextra. • request a refund if you have forgotten to check in and/or out; Refund on expired OV-chipkaart • request a refund in the event of a delay; You can get a refund of the balance on your • view and edit your Season Ticket, or add a old OV-chipkaart. Has your anonymous or 2nd Season Ticket with discounts for a personal OV-chipkaart expired? Claim a family member; refund by going to jouwgeldtelt.nl. • change the travel class for your Season Ticket.

16 | Travelling by train with NS At home, before trip your At the station During your trip During your After trip your

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Liège-Guillemins Visé januari 2019 Marseille-St-Charles

Wijzigingen voorbehouden

At home, before your trip your before home, At After your trip your After trip your During station the At Getting to and from the station

Do you live near the station, or are you travelling from far away? We like to make sure that everyone can reach our stations easily and continue their journey in comfort.

By bicycle employer has given their permission, and it’s Most medium-sized and large stations have easy to add this option to your personal bicycle lockers, guarded bicycle parking facil- OV-chipkaart too via: ns.nl/en/ov-fiets. If you ities or self-service bicycle parking to make do not yet have a personal OV-chipkaart, sure your bicycle is safe while you travel. You you can order one at ov-chipkaart.nl. Please will find information on the type of facility note that you must also order an OV-fiets available at your station, the price and all Season Ticket online before you can rent a other details on storing bicycles at the bicycle. station at ns.nl/bicycle-storage. How the OV-fiets works: By car • A Season Ticket is free, excluding an We also make it easy to get to the station by annual fee of € 0.01 to verify your per- car. Many stations offer either a free car sonal and payment details. park or a paid Q-Park P+R facility. You can • Rental fee of € 3.85 per 24 hours. pay for parking at these facilities with your • You may use these bicycles for a consecu- bank card or credit card. For more informative 72-hour period. tion, please visit: ns.nl/park-ride. • No cash required; you pay later via direct debit payments. Continue your journey with the OV-fiets • Comfortable bicycles. Transfer to an OV-fiets, the convenient rental • Rental locations at most stations, bus bike at the station! OV-fiets Season Tickets stops and metro stations, P+R car parks are free and are included in NS Flex as stan- and in city centres. dard. You will also find an OV-fiets Season Ticket on your NS-Business Card if your View all the details on ns.nl/en/ov-fiets.

20 | Travelling by train with NS At home, before trip your

PARKING WITH A DISCOUNT You can order a taxi up to 30 minutes before Train travellers have the option of par- the pick-up time. This means you can do this king at the P+R facility for a discount. while you’re still on the train. You can order The rate differs per location, but is gene- the taxi using the NS app, which will also rally between € 0 and € 8 per day. The show the total taxi fare. Taxi ranks are indi- discount is valid when you travel by train cated by the NS Zonetaxi pole or ‘NS Zone- on the same day, and have checked in taxi’ signs. You can also go to the location and out using your OV-chipkaart. When specified in the confirmation message. you drive away, simply hold your For more information, please visit: OV-chipkaart against the card reader, ns.nl/en/ns-zonetaxi. and your discount will be calculated automatically. For more information, Greenwheels cars at the station please visit: ns.nl/park-ride. Greenwheels hire cars are available for you At the station at over 1,700 locations in the Netherlands, including 90 NS stations. With the Green- The convenience of the NS Zonetaxi wheels app, you can sign up using your own The NS Zonetaxi makes it easy to travel OV-chipkaart and drive away a minute later. quickly to and from more than 370 stations You will find all the information you need in the Netherlands. Taxi rides start at € 7.30, including special extra deals for NS custom- and you can even take three people with ers on ns.nl/en/greenwheels. you for that price. Book your taxi quickly and easily by going to ns.nl/en/ns-zonetaxi or by choosing ‘More’ in the main menu of the NS app. During your trip During your After trip your

All the information you need about your journey by train | 21 At the ticket machines

Is this the first time using your OV-chipkaart with NS, but you don’t have NS Flex? If so, you can add money to your card at the ticket machine. You can do this by holding your card up to the pink OV-chipkaart logo on the card reader. The menu for balance and product options will open automatically. The machine displays step-by-step instructions on how to proceed.

After you have paid, hold up your OV-chip- • Change your travel class. Purchase Inter- kaart again in front of the logo. Provided city Direct and Intercity Direct Month you have a sufficient balance on the card, supplements. you can then check in straight away to start • Buy train tickets to Belgium, Luxembourg your journey. and the western part of Germany. For further information, please visit In addition to topping up your card, there’s nsinternational.nl. a lot more you can do at the ticket machines: There are three types of ticket machines: • Purchase products to add to your You can use your bank card or credit card OV-chipkaart and retrieve orders. (V PAY, Maestro, American Express, Master- • Add Keuzedagen (Optional days) and new card and Visa) to pay at the NS ticket Season Tickets to your card. machines, and at some ticket machines you • Purchase a single-use chipkaart. can also pay with coins. All credit card trans- actions require you to enter your PIN code.

Machine 1 Machine 2 Machine 3 You can buy individual You can only top up your At this machine, you can tickets and do everything balance and retrieve orders only top up your balance. you need for your OV-chip- for your OV-chipkaart at this These machines are located kaart at the ticket machine machine. inside the gates at the with the blue NS logo. station.

22 | Travelling by train with NS At home, before trip your Checking in

You must always check in using your OV-chipkaart before boarding the train, You can check in at one of the gates or poles at the entrances to the stations, at the platforms or the areas leading to the platforms. Even if the gates are open, you must still check in. Simply hold your card against the card reader on the post or gate to your right. You will hear one beep when the card reader has processed your card. Checking in at the card reader also opens the gate, if one is present. Your journey with NS can now begin! At the station

Minimum balance on your OV-chipkaart arrow. A red cross on the gate indicates that Once you check in, your OV-chipkaart the gate is not open. becomes a valid ticket for train travel. The minimum balance on your OV-chipkaart is At some stations, it is possible to travel with € 10 if you have an NS Season Ticket and more than one railway company. You should € 20 if you don’t. Do you have NS Flex, a always make sure to check in and out using Trein Vrij or OV Vrij Season Ticket? If so, it’s the card readers or gates for the railway easy to travel on account, and you don’t company with whom you are travelling. need to have a minimum balance on your Sometimes there are extra card readers at OV-chipkaart. the platform that you can use to get directly from a bicycle storage facility to the station, Want to be sure you always have a high for example. There are also wider gates for trip During your enough balance on your personal OV-chip- people travelling with a bicycle, baby stroller kaart? Register for automatic top-ups via or wheelchair. For more information about ns.nl/en/ov-chipkaart. Once a card reader checking in and out, please visit: registers that your balance is below € 0, the ns.nl/checking-in. pre-set amount you choose in advance will be immediately added to your OV-chipkaart, What if the gate doesn’t open? and deducted from your bank account. If you can’t get the gate to open, check first to see if there is an NS employee nearby. If Where can you check in? you can’t find one, you can always request You will find card readers at two locations: help via the NS Service Pole near the gate. in the station hall if the station has one, and If you press the ‘info’ button, you will be put

otherwise at the platform. We have placed through to an NS employee. After trip your these along the routes to the platforms where possible; so you will virtually always International travel find one as you are walking to your train. If you are travelling outside of the Nether- Please note: you can only enter or exit lands, you cannot check in using your through the gates marked with a green OV-chipkaart. Instead, scan the square bar

All the information you need about your journey by train | 23 code on your e-ticket at the gates featuring within 100 seconds to view your current the ‘scan ticket’ symbol. status. See NSInternational.nl for more information. Seeing someone off or making a purchase Online tickets You can use your OV-chipkaart to enter and If you have purchased an online ticket and leave the station free of charge (provided have either printed it or downloaded it as a you leave within one hour), if you want to mobile ticket to the NS app on your smart- see someone off on their journey, or buy phone, you no longer have to check in with something at the station for example. In your online ticket. Use the square barcode other words, nothing will be deducted from on your online ticket to open the access your balance. You will not be charged in any gates at the NS station. Make sure that you way. choose a gate equipped with a barcode reader. These are the gates that have a ‘scan Changing trains/connections ticket’ picture displayed on the right-hand If you are changing to another NS train, you door of the gate and an illuminated panel do not have to check in and out with your on the right-hand side of the entrance to OV-chipkaart. You just get off one train and the gate. board the next one. Planning on transferring to a different form of public transport after You can purchase an online ticket by going your journey with NS such as the bus, metro to ns.nl/products. You can also find more or another railway? If so, you must first information here. check out of NS (the same way you do at the end of every journey by train), and then Have you checked in successfully? check in with the other transportation You will hear one beep when you check in, company. Don’t forget to check out again at and two when you check out. Not sure? the end of your journey! Hold your card up to the same post again

24 | Travelling by train with NS At home, before trip your Assistance at the station

To ensure that your journey goes as smoothly and safely as possible, our employees are on hand to help whenever you need assistance.

Our employees trained Safety & Service employees monitor If you have questions or need more informa- security at the station and aboard the train. tion, you can get in touch with our Customer Service whenever and wherever We also use CCTV at stations, gates to keep necessary. You can ask anyone who is fare dodgers out, and we perform regular At the station recognisable as an NS employee for help at safety and security checks on trains and at the station and on the train. Employees stations. These checks are always carried out who can provide you with information and in conjunction with municipalities, the police help you choose and buy your tickets are and other transport companies. available at the following locations: • NS shops, such as the OV Service & Tickets Don’t feel safe? If not, please don’t hesitate Shop. For questions on every type of to approach an NS employee about your public transport, buying national and concerns. If you can’t find an NS employee international train tickets, and up-to-date at the station, contact the NS Security Head- travel information. quarters using the SOS button on the • The information desk. These are usually Service Pole. located in the station hall so you can get trip During your immediate help with questions about your Travelling with a disability journey. To accommodate travellers with a disability, • The NS Service Pole. You can receive assis- we have made some adjustments to the tance by telephone at these poles located station hall, the platforms and the trains, at gates and at the platforms at including installing lifts, ramps, escalators unmanned stations. Use the blue button and guide paths. If you cannot travel inde- for travel recommendations, information pendently, then you can take advantage of on types of tickets, or for reporting lost or NS Travel Assistance service or request an found objects. The NS Service Pole has an OV-Begeleiderskaart, which entitles you SOS button for emergencies such as a to bring along a travel companion. dangerous situation or an accident. For more information, please visit:

ns.nl/functional-disability. After trip your Safety Safety at and around stations is extremely important to us, not only for our employees, but also so that you can enjoy a safe, stress- free journey. That is why our specially

All the information you need about your journey by train | 25 Sprinters and Intercitys

Different types of journeys demand different types of trains. This is why we use two types of trains: Sprinters and Intercitys.

Sprinter This train is fully geared for travelling shorter distances, and usually stops at every station along a section. The doors are wider to allow a large number of people to get on and off the train quickly. Since passengers usually only ride the Sprinter to cover short distances, there are no quiet zones, and often also no toilets available.

Intercity These trains are designed for medium to long distances, and usually only stop at laptop there, for example, so you can con- medium-sized and larger stations. You will tinue to work on the train. find toilets and quiet zones on all Intercity trains. Free WiFi We offer free wireless Standard facilities Internet service on most There are always service personnel travelling of our Intercity trains. If on the trains. You will also always find the you see this symbol, you following on these trains: know you’re on an Inter- • 1st and 2nd class compartments. city with free WiFi. The 1st class cars are identifiable by the blue bar under the windows. The To use the free WiFi service, surf to ‘Connec- 2nd class cars usually have blue chairs; tions’ on your laptop or smartphone. • space for your bicycle; Choose the ‘WiFi in de trein’ network, and • facilities for the disabled; you will automatically be redirected to the • screens with current travel information log-in page. After you click the approval and informative videos. button, you can log into the network and use WiFi on the train. If the train is very There are wall sockets in the 1st class section crowded, it may take longer for you to get a of most of the Intercity trains. In the new connection. Intercity trains, there are also wall sockets in the 2nd class sections. You can charge your

26 | Travelling by train with NS At home, before trip your Rules for travel

Every day, more than one million people travel on NS trains. In order to make the journey as pleasant as possible for you and your fellow passengers, there are a few simple rules that apply on the train.

Zones in the Intercity Baggage, strollers and bicycles Whether you would like to have a nice chat Place baggage in the racks above the seats with your travel companions, or would or under your own seat. This will keep the rather just read your book in peace, there is aisles and chairs free for other passengers. At the station a special place on the train for every type of Other rules apply to international travel and traveller. These zones are: travel on the Intercity Direct trains.

• quiet zones. It is truly silent in these If you have a Bicycle off-peak ticket, you can zones; talking and making phone calls is take your bicycle with you during off-peak prohibited; hours, and stow it in the specially desig- • work and quiet zones. These are intended nated areas. You must take all other for passengers who want to get some baggage with you to your seat, including rest, read, work or talk quietly; your saddle bags. Only dismantled bicycles • meet & greet zones. These are the areas or collapsed folding bicycles are allowed on where you are free to chat with friends or the Intercity Direct trains. make phone calls. trip During your

Quiet zone. Work and quiet zone. Meet & greet zone. After trip your These are available in various These are available on a Available at several different locations on the Intercity number of Intercity trains at locations on a number of In- trains. various locations near the tercity trains. quiet zones.

All the information you need about your journey by train | 27 Collapsed folding bicycles may always travel the platform, it will be easier for you to with you free of charge, even during peak board. It is often less crowded at the areas hours. near the front and back of the train, for example. By giving those getting off the Strollers and pushchairs are also permitted at train space to do so, the train will first empty all times. This applies to the Intercity Direct out, creating enough room for the people trains too, as long as they are not larger who want to board. than 120 cm x 90 cm. Keeping the area clean For more information, please visit: Everyone prefers to travel on a clean train. ns.nl/houserulestrain. This is why we are always happy when you leave the train tidy for the travellers board- Departures ing after you. Please dispose of your waste Safe and calm boarding procedures are in the waste bins on the train or platform. important to ensuring you and your fellow passengers have a comfortable journey. Smoking Even though the doors may sometimes still As is the case with many public places, seem to be open, once the whistle is blown, smoking is only permitted in the designated the train doors will close and this is why it is smoking areas, and outdoors on platforms not safe (or permitted) to still board at this without a canopy. Smoking is not permitted point. anywhere on national and international trains. This also applies to electric cigarettes. Sometimes it can be very crowded on the platforms. We would like to give you some tips for these situations. By spreading out on

28 | Travelling by train with NS At home, before trip your Checking out

At the end of your journey with NS, you always have to check out again at a pole or gate, the same way you checked in. You will hear two beeps when you check out. Usually, the screen will show you the costs for your journey. If applicable, it will also show you the remaining balance on your OV-chipkaart.

Forgot to check out? starting 24 hours from the time you checked This can happen to anyone. And it’s usually in; by that time we know your travel details. easy to fix. If you have NS Flex or an At the station NS-Business Card, we’ll often correct it How to request a refund: for you automatically. Read how at: • Online via Mijn NS. ns.nl/forgotten-checkout. • Via uitcheckgemist.nl.

We cannot calculate the exact fare for your journey if you don’t check out. This is why NS Extra with checkout alert service we always charge a standard amount that is Sign up for free at: ns.nl/en/nsextra. If deducted from your OV-chipkaart. This you forget to check out, you will auto- amount is € 10 if you have a traditional matically receive an e-mail informing NS Season Ticket or € 20 without a tradi- you how to correct the oversight. tional NS Season Ticket. The amount we deduct can therefore be more than the trip During your actual fare for your journey. You can request a refund for this difference. You can do this After trip your

All the information you need about your journey by train | 29 Delay? Request a refund!

With a busy railway network like the one in the Netherlands, it is unfortunately possible that your train (and you) will be delayed. This is why we think it is only fair for you to be able to request a refund if your arrival at your final destination is delayed by 30 minutes or more. This also applies to all our extra tickets such as Railrunner.

The condition for this is that you take the optimum travel route as indicated in the NS Travel Planner or NS app, without travelling through a ‘via’ station. The exact amount you will be refunded depends on the ultimate length of the delay (between 30 and 60 minutes, or 60 minutes or more) and your ticket. Read more about this on ns.nl/refundsfordelays.

How to request a refund There are two ways you can request a refund: • Via Mijn NS or Mijn NS Zakelijk. Log in and navigate to ‘transactieoverzicht (transac- tion history)’. Click the journey for which you are requesting the refund. Follow the steps on your screen. • Using the ‘Geld terug bij vertraging (Refund for delayed journey)’ form’. You can find more information online at: ns.nl/refundsfordelays.

30 | Travelling by train with NS At home, before your trip At the station During your trip After your trip 0.50 per call [within the Lost or stolen OV-chipkaart? Lost or stolen What should you do if your personal lost gets with a Season Ticket OV-chipkaart your Fortunately, block or stolen? it’s easy to more Read misuse. prevent to quickly card of loss or do in the event about what to . As soon as theft ns.nl/customer-service at: you youror you no longer have card, realise or lost, please you it has been stolen know Service Customer line: call the OV-chipkaart 0900 – 0980 (€ Netherlands])

We store found objects at the station for up for objects at the station found store We to the we send them this, After days. five to Bureau Office (Centraal Lost Property Central for stored they are Goed) where Gevonden months. If you lost something three have fill in the or at the station, on the train at: form request’ return ‘Lost item ns.nl/lostandfound belonging to property If you found have an NS someone else, please turn it in to employee will one of the NS shops. We or to its the object to return do our very to best rightful owner.

It can happen to anyone to It can happen the train, or lose it on behind – you something leave with the NS shops, or ask one of our employees Check station. or at the where this. report to Lost something? How can we help?

We are happy to be of service to you to answer any questions you have and make your journey as easy and pleasant as possible. For more information, please feel free to contact us in any of the following ways.

NS website You will find all the information you need about NS, our products and special offers on ns.nl. You can also contact NS Customer Service via ns.nl/customer-service.

NS Community Ask questions, participate in discussions and answer other people’s questions at ns.nl/community.

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This brochure and the prices contained in it are valid from January 2019. All the prices and conditions in this brochure are subject to change, and no rights may be derived from any misprints or typographical errors. DX-18-736/01.19