Travelling by Train with NS All the Information You Need About Your Journey by Train

Travelling by train with NS All the information you need about your journey by train

How can we help you? 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. Contact us in any of the following ways for further information.

NS website NS Forum You will find all the information you need Ask questions, participate in discussions and about NS, our products and special offers on answer other people’s questions on ns.nl/ ns.nl. forum.

NS Customer Service Available by telephone day and night at: Follow NS on 030 - 751 51 55.

This brochure and the corresponding prices are valid from January 2017. All the prices and conditions in this folder are subject to change, and no rights may be reserved from any misprints or typographical errors. DX 18-735/01.17

ns.nl Table of contents Welcome

Find the information you need. You are planning to travel by train. Perhaps for the first time, or maybe it’s been a while since you’ve done so. You might want to Welcome 3 Hiring a car at Sprinters and know more about specific facilities and types of journeys. You’ll the station 13 Intercitys 22 find the answers to these questions and more in this brochure. Preparation 4 Sprinter 22 After all, our hope is that you will travel by train more often. OV-chipkaart 4 Railway map 14 Intercity 22 Whether you use it to get to work, school or just for a day out: It’s easy to take care Standard facilities 22 travelling by train is for everyone. of it all online 5 The ticket machines 16 Free WiFi 22 View the details of Keuzedagen In this brochure, the chapters follow the stages involved in train travel, and are your trip with Mijn NS 5 (Optional Days) 17 Rules for travel 23 divided into four steps. It starts at home, when you decide to take a journey by train. Planning your trip 5 Group travel at a Zones in the Intercity 23 The next step is the station. This is when your journey really starts: you board the Explore stations discount 17 Baggage, strollers train and are on your way. The last step starts the minute your journey by train ends. digitally 6 Travelling with and bicycles 23 children 17 Departures 23 With over 400 stations, you can reach nearly every destination in the Netherlands Season Tickets 7 Pets on the train 18 Keeping the area by train. Where will your journey take you today? Which type of clean 24 traveller are you? 7 Bicycles on the train 18 Smoking 24 Ordering Season Travel information 18 Tickets 7 Checking out 25 Holidays 8 Checking in 19 Forgot to check out? 25 Bijabonnement 8 Why it’s necessary NS-Business Card 8 to check in and out 19 Delay? Money back! 26 Where can you How to request a Individual tickets check in? 19 refund 26 and supplements 9 International travel 1. Single-use chipkaart 9 and e-tickets 20 Lost something? 27 2. Special promotions 9 Have you checked in Lost or stolen 3. Extra comfort 9 successfully? 20 OV-chipkaart? 27 Seeing someone off NS Season Tickets 10 or making a purchase 20 Changing trains/ Getting to and connections 20 from the station 12 By bicycle 12 Assistance at the By car 12 station 21 Continue your journey Our employees 21 with the OV-fiets 12 Safety 21 The convenience of the NS Zonetaxi 13

2 Travelling by train with NS Travelling by train with NS 3 At home, before your trip starts At home, before your trip starts

After buying the card you need, all you This account allows you to: Preparation have to do to is top up your balance. » see the journeys you have already You can charge your card at any NS taken with NS; To ensure a stress-free journey, there are a few preparations you ticket machine. Read more about this » request a refund if you have forgotten can make in advance. This way, you’ll know exactly what to expect on page 16, or visit: ns.nl/ovchipkaart. to check in or out; once you arrive at the station. » request a refund in the event of a A personal OV-chipkaart is free of delay; charge when you buy an NS Season » view your Season Ticket, or change OV-chipkaart The single-use chipkaart, a handy Ticket. You can order one at ns.nl/ or add to it with Bijabonnementen alternative For travel by train, you almost always abonnementen or at the NS shops (Group Season Tickets); Don’t really travel by train that need an OV-chipkaart. The OV-chipkaart at the larger stations. You can also » change the travel class for your often? Then the single-use chipkaart is the form of payment used for order a personal OV-chipkaart without Season Ticket. might be right for you. See page 9

At the station every type of public transport in the a Season Ticket, or an anonymous Create your own Mijn NS account at: At the station for further information. Netherlands, including when you travel OV-chipkaart at the above locations or ns.nl/mijnns. by train with NS. You have the option via ov-chipkaart.nl. These cards cost a of buying a personal or anonymous one-time payment of € 7.50. Planning your journey OV-chipkaart. It’s easy to take care of It’s easy to find out which train will get you to your destination and how late The information below shows you what the OV-chipkaart costs, where you can everything online it departs in our Travel Planners: NS order or buy one, and what the differences are between a personal OV-chipkaart Travel Planner and Travel Planner Xtra and an anonymous OV-chipkaart. You can view all of our products app. You will find the NS Travel Planner online, and also purchase most of online via ns.nl, and you can consult The personal OV-chipkaart The anonymous OV-chipkaart them this way. These products consist this information on your smartphone or of individual tickets, supplements and Personal Not personal During your trip tablet by downloading the free Travel During your trip season tickets that you add to your Planner Xtra app. Protection of your balance within Cannot be blocked in the event of loss OV-chipkaart. You don’t have to go to What you can do in the app: 24 hours after theft or theft the station to purchase these products. » plan your journey; Your balance refunded in the event of Your balance cannot be refunded in the Go to ns.nl/producten to see all the » look up travel information during loss or theft event of loss or theft products NS offers. Via this link, you can your journey; also cash in voucher codes that we have Option for automatic topping-up No option for automatic topping-up » view the price of your journey; sent you by email, such as the voucher View your travel data in Mijn NS View your travel data in Mijn NS » view and report situations involving codes from the Spoordeelwinkel. Suitable for NS and other OV Season Not suitable for NS and other OV crowded trains. Tickets Season Tickets The Travel Planner Xtra app also allows you to save your planned journey and Directly available from NS ticket View the details of your 7 working days to process card order machines with the OV-chipkaart logo or journeys with Mijn NS receive alerts about your journey, for other points of sale example a reminder to check out.

After your trip Would you like to have access to the By turning on push notifications, you After your trip Recommended price OV-chipkaart Recommended price OV-chipkaart information on your OV-chipkaart, will also receive a message if there € 7.50 € 7.50 (free with NS Annual Season Ticket). wherever you are? With a Mijn NS are major disruptions that will impact account, you can sort out many of your journey, for example in case of your NS travel arrangements online. inclement weather. The application

4 Travelling by train with NS Travelling by train with NS 5 At home, before your trip starts At home, before your trip starts

also provides information on stations, Explore stations digitally such as if there is an OV-fiets facility Season Tickets To help you find your way even easier, (and how many bicycles are currently you can now view our stations online. available there), and which services We have a Season Ticket to suit every type of traveller, whether There are two ways to take a digital and shops are available at the station. you travel every day or just once a month, and whether it’s for ‘tour’ in and around the station: work, school or a day out. After all, although the many types of » Via Google Maps, for a large number Engineering work journeys may be different, the goal of the NS Season Tickets is of stations. When you zoom in as far ProRail improves and renews the the same: easy and inexpensive travel by train. as possible on the station building, railway on a regular basis. This work Google Maps will automatically can cause re-routing or delays on the switch to Indoor Maps, allowing you Which type of traveller » Dal Vrij; section you are travelling on. With the to view the inside of the station and » Weekend Vrij. travel advisory updates in the NS Travel are you? see the shops and facilities.

At the station Planner and the Travel Planner Xtra At the station » Via our station maps on ns.nl/ In determining which Season Ticket is Choosing a Season Ticket app, we make sure you will reach your stationsinformatie. This page provides best for you, we base our assumptions Find out which Season Ticket is destination, even when engineering you with maps for a number of on the times you usually travel. We best for you using the work is being done on the railway. stations, and information on shops make a distinction between peak and NS Season Ticket Guide. Go to and facilities. off-peak hours: ns.nl/abonnementenwijzer, or see » Off-peak hours are between 9:00 pages 10/11 for an overview of all a.m. and 4:00 p.m., before 6:30 a.m. our Season Tickets. and after 6:30 p.m. On weekends and holidays, off-peak hours apply Do you still have a all day. Voordeelurenabonnement? This Season » Peak hours are the hours between Ticket entitles you to a 40% discount 6:30 and 9:00 a.m., and from 4:00 to

During your trip off travel after 9:00 a.m. every day, During your trip 6:30 p.m., from Monday to Friday. and all day on the weekend. We have discontinued this Season Ticket, and The time you check in determines the it may no longer be ordered as a new discount for your journey. This applies product. You can however still renew to all Season Tickets. your existing Voordeelurenabonnement.

Interested in saving money for travel during both peak and off-peak hours? Ordering Season Tickets If so, we recommend the following There are different ways to order Season Tickets: Season Tickets. All our Season Tickets » Altijd Voordeel; are available online for fast and easy » Altijd Vrij; ordering. Do you already have a » Traject Vrij; After your trip personal OV-chipkaart? If so, there are After your trip » OV Vrij. several types of Season Tickets available To save money of travel completely at stations from the NS ticket machines unlimited during the off-peak hours, or the NS shops. we recommend these Season Tickets: » Dal Voordeel;

6 Travelling by train with NS Travelling by train with NS 7 At home, before your trip starts At home, before your trip starts

Holidays Individual tickets and Holidays always apply as off-peak All the information you need on travel periods. Other conditions may our Season Tickets apply on holidays. If you have a Season supplements For further information on our Ticket, for example, you can travel the season tickets, including for business entire day at a discount on holidays. In addition to Season Tickets, there are also other tickets and extras travellers, go to ns.nl/abonnementen. Your discount will depend on the type that will make your journey easier and less expensive. of Season Ticket you have. Different timetables sometimes apply on 1. Single-use chipkaart 3. Extra comfort holidays. Go to ns.nl/feestdagen for further information. Don’t travel by train that often, and Want extra comfort or to get to you need to purchase a single ticket, your destination faster? Our various At the station Which days does the NS consider holidays in 2017? round-trip ticket or day ticket? If so, the supplements will help make your At the station single-use chipkaart is perfect for you. journey even more comfortable: New Year’s Day: 1 January 2017 This product is available from NS ticket » Upgrade from 2nd class to 1st class. machines and the NS shops, and costs Extra comfort all day long. Good Friday: 14 April 2017 € 1 extra. This supplement does not » ICE supplement. Travel on the ICE Easter: Easter Sunday - 16 April 2017 & Easter Monday - 17 April 2017 apply to travel using a Railrunner pass, trains within the Netherlands. Day ticket for one dog or Bicycle day » Intercity Direct trains supplement. King’s Day: 27 April 2017 ticket. Travel extra fast between Amsterdam Central Station, Schiphol Airport, Ascension Day: 25 May 2017 2. Special promotions Rotterdam Central Station and Breda. Pentecost: Pentecost, 4 June 2017 & Whit Monday, 5 June 2017 You will find all of the details about Sometimes you can travel even more the Intercity Direct trains on ns.nl/ During your trip Christmas: Christmas Day - 25 December 2017 & Boxing Day - 26 December 2017 inexpensively thanks to special discount icdirect. During your trip tickets that are sold as a special offer If the route between Schiphol Bijabonnement NS-Business Card at Kruidvat or Blokker stores. Special Airport and Rotterdam Central is terms and conditions do apply to these part of your journey, then you will For some types of Season Tickets, The NS-Business Card is the perfect discounted tickets, including travel need to purchase an Intercity Direct it is possible to order one or more way to travel for business owners and times. You will receive more information supplement in addition to your NS Bijabonnementen for a partner or their employees. The NS-Business Card on these when you purchase a special ticket. child 12 years or older who live at the provides access to all public transport discounted ticket. same address. Children ages 4 to 11 and door-to-door services such as You can purchase the supplements do not have to live at the same address. Greenwheels, taxis, parking and the at NS ticket machines and NS shops, Bijabonnementen are not available as OV-fiets. You only pay for the journeys or online via ns.nl/producten. separate products, but are always taken with one convenient invoice linked to an NS Season Ticket. later. For further information about the The Intercity Direct supplement can After your trip After your trip NS-Business Card and other products also be purchased by presenting your for business travellers, go to: ns.nl/ OV-chipkaart to the Supplement pole zakelijk. at the platform.

8 Travelling by train with NS Travelling by train with NS 9 NS Season Tickets The 2nd class 2nd class 1st class 1st class Weekend Off-peak Peak hours Option for Bijabonnement option advantage 65+ 65+ hours group travel

+ + Travel at a -40% Daluren % discount Discount during Dal € 50 € 50 off-peak hours - - 40% discount No discount per year per year ✔ ✔ Voordeel* and on weekends Altijd € 20 € 20 Always a discount - - 40% discount 20% discount Voordeel* per month per month ✔ ✔ Unlimited travel Unlimited travel Option for Bijabonnement during off-peak € 99 € 42 € 129 € 99 with Dal Vrij or Weekend Unlimited travel No discount Dal Vrij hours and on per month per month per month per month ✔ Vrij weekends Option for Bijabonnement Unlimited train € 333 € 560 - - Unlimited travel with Dal Vrij, Weekend Vrij Altijd Vrij travel at all times per month per month ✔ or Altijd Vrij Unlimited travel Option for Bijabonnement € 387.90 € 614.90 on all public - - Unlimited travel with Dal Vrij, Weekend Vrij, OV-Vrij per month per month ✔ transport Altijd Vrij or OV-Vrij Unlimited travel € 32 € 22 € 39 € 39 40% Option for Bijabonnement Unlimited travel No discount Weekend Vrij on weekends per month per month per month per month discount ✔ with Weekend Vrij Unlimited travel on a specific route Unlimited train Unlimited train travel on a Unlimited train Traject Vrij travel on a fixed See NS Travel Planner for prices fixed route. 40% discount off travel on a fixed ✔ ✔ route travel outside of route route Other Season Tickets NS-Business Flexible travel, Monthly invoices based on actual use Depending on supplemental Season Ticket Card from door-to-door ✔ Children (4 to 11 years old) always Free** Unlimited accompanied travel Kids Vrij travel with you for ✔ free All Season Tickets are purchased on an annual basis ** 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 * Travellers aged 60 or older may purchase 7 Keuzedagen (Optional Days) for € 24.50 (2nd class) or have the right to cancel the Season Ticket. € 49.50 (1st class) with a Dal Voordeel or Altijd Voordeel Season Ticket.

10 Travelling by train with NS Travelling by train with NS 11 At home, before your trip starts At home, before your trip starts

Getting to and from the The convenience of the Travel farther for less NS Zonetaxi The taxi fares are clear and are the same everywhere. You pay the start station The NS Zonetaxi makes it easy to rate of € 6 for the first travel quickly to and from more than two kilometres, and then € 3 per 130 stations in the Netherlands. Taxi two kilometres after that, up to a Do you live near the station, or are you travelling from far away? rides start at € 6, and you can even maximum of 30 kilometres per ride. We like to make sure that everyone can reach our stations easily take three people with you for that In other words, you pay: and continue their journey in comfort. price. Just register once with your » € 6 up to 2 kilometres; OV-chipkaart using the registration » € 9 up to 4 kilometres; By bicycle Continue your journey form on ns.nl/zonetaxi or via the main » € 12 up to 6 kilometres; menu of the Travel Planner Xtra app. » etc. Most medium-sized and large stations with the OV-fiets At the station have bicycle lockers, guarded bicycle At the station There are nearly 300 cycle hire locations You can order a taxi up to 30 minutes Hiring a car at the station parking facilities or self-service bicycle where you can easily transfer to an before the pick-up time. This means parking to make sure your bicycle is Hire cars are available for you at over OV-fiets. This is a rental bicycle that you can do this while you’re still on the safe while you travel. You will find 1,700 locations in the Netherlands, gives you the freedom to determine train, on your way to the station. You information on the type of facility 90 of which are NS stations. If you order your own route and departure time. can do this using the Travel Planner Xtra available at your station, the price and a car before 11:00 a.m., you will be If you would like to be able to hop app, which will also show the total taxi all other details on storing bicycles at able to use it the same day. You will find on an OV-fiets when you arrive at the fare. You can also order by calling 0900 the station on ns.nl/fietsenstalling. all the information you need including station, go to ns.nl/ovfiets to purchase – 679 82 94 (€ 0.20 per minute, up to special extra deals for NS customers on your Season Ticket for this service. a maximum of € 1). By car ns.nl/greenwheels. The OV-fiets in a nutshell: Look for the taxi ranks at the We also make it easy to get to the The ns.nl website also provides detailed

During your trip » A season ticket is free, excluding an NS Zonetaxi pole or the ‘NS Zonetaxi’ During your trip station by car. Nearly every station offers information to help you plan your annual fee of € 0.01 to verify your signs. either a free car park or a paid P+R area journey, as well as all the specifics personal and payment details. from Q-Park. You can pay for parking at on our other products and services. » Rental fee of € 3.85 per 24 hours. these facilities with your bank card » You may use these bicycles for a or credit card. consecutive 72-hour period. Parking at a discount » Comfortable bicycles. If you have an OV-chipkaart, you will » No cash required; you pay later via get a minimum 30% discount off direct debit payments. the price of parking at the P+R car » Over 300 rental locations at stations, park. This discount applies for travel bus stops and metro stations, P+R with NS within one 24-hour period car parks and in city centres. and provided you have checked

After your trip in and out. The discount will be View all the details at ns.nl/ovfiets. After your trip automatically deducted if you hold up your OV-chipkaart to the reader as you exit the P+R car park on the same day you travel via NS.

12 Travelling by train with NS Travelling by train with NS 13

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14 Netherlands Railway Network Travelling by train with NS Travelling by train with NS 15 At home, before your trip starts At home, before your trip starts At the ticket machines

Using your OV-chipkaart for the first time with NS? 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 machine displays step-by-step instructions on how to proceed.

After you have paid, hold up your 1. You can buy OV-chipkaart again in front of the logo. individual tickets will be charged a fee of € 0.50. Group travel at a discount Provided you have a sufficient balance and do everything At the station All credit card transactions require At the station on the card, you can then check in you need for your If you have an NS Season Ticket, you you to enter your PIN code. straight away to start your journey. OV-chipkaart at this can take three people with you at a machine. 40% discount for travel during off- In addition to topping up your card, Keuzedagen (Optional peak hours, in other words, outside of there’s a lot more you can do at the Days) the morning and afternoon rush-hour ticket machines: periods. This is called the Combined » Purchase products to add to your 2. You can top up If you are 60 years old or older and Travel Discount, and applies when you OV-chipkaart. your balance and have a Dal Voordeel, Altijd Voordeel travel an entire route as a group. For » Add Keuzedagen and new Season retrieve orders for or Voordeelurenabonnement, you are other applicable conditions, please Tickets to your card. your OV-chipkaart entitled to unlimited travel for an entire visit ns.nl/samenreiskorting. Anyone » Purchase a single-use chipkaart. at this machine. day with the Keuzedagen product. travelling with you must add the » Change your travel class. Order the Keuzedagen supplement in Combined Travel Discount product During your trip » Purchase Intercity Direct and Intercity advance online via ns.nl/keuzedagen. to their OV-chipkaart using the During your trip Direct Month supplements. After your initial order, you can add this ‘Samenreiskorting’ button on an NS » Buy train tickets to Belgium, to your OV-chipkaart yourself using the ticket machine before you depart. Luxembourg and the western part 3. You can only top ‘Keuzedagen’ button on an NS ticket of Germany. For further information, up your balance machine, for example. To use the Combined Travel Discount, please visit nsinternational.nl. and view your your travel companions must have at travel history at A brief description: least € 10 on their OV-chipkaart. Your There are three types of ticket this machine. » 7 Keuzedagen for unlimited travel by travel companion(s) must check in machines: You can only purchase a These machines are train throughout the Netherlands. during off-peak hours and check out single-use chipkaart or an anonymous located inside the » € 24.50 for 2nd class, or € 49.50 as usual at the end of the journey. In OV-chipkaart from ticket machines gates at the station. for 1st class travel. order to travel round-trip together at displaying the blue NS logo. You can » Travel weekdays after 9:00 a.m., and a discount, your travel companion(s) use your bank card or credit card (V PAY, all day on weekends. must press the ‘2x’ button for ‘Choose After your trip After your trip Maestro, Mastercard and Visa) to pay Practice run? amount’ on the ticket machine. at the NS ticket machines, and at some Go to ns.nl/kaartautomaatdemo Do you have a ticket machines you can also pay with to get a sneak peek at how to use Voordeelurenabonnement? If so, you Travelling with children coins. If you use Visa or MasterCard to the NS ticket machines to avoid can order the Keuzedagen product pay, please take into account that you problems at the station later. when you renew your season ticket. Children three and under travel free

16 Travelling by train with NS Travelling by train with NS 17 At home, before your trip starts At home, before your trip starts

as long as they don’t occupy a seat on or carrier, you can buy the Day ticket for the train. There is a special ticket for one dog for only € 3, allowing your pet Checking in children aged 4 to 11: the Railrunner. to travel with you on the train. You must always check in using your OV-chipkaart before boarding the For only € 2.50, they get their own train, even if you have a Season Ticket. You can check in at one of the seat in 2nd class. Children travelling in Bicycles on the train card readers at the entrances to the stations, at the platforms or the 1st class must be accompanied by an areas leading to the platforms. Even if the gates are open, you must adult. One adult (18 and older) may With the Bicycle day ticket, you pay only still check in. Check in by holding your card up to the circle with the accompany up to three children. The € 6 to take your bicycle on the train pink OV-chipkaart logo. You will hear a ‘beep’ sound that indicates Railrunner is available as a single-use during off-peak hours, provided there you have checked in successfully. Your trip on NS can now begin! chipkaart without supplement from is enough room on the train. For € 12, the NS ticket machines, or you can you can take your bicycle with you on add it to your child’s OV-chipkaart. international trains. Some international Why it’s necessary to card reader registers that your balance At the station The Railrunner may of course also be railways require you to book this in check in and out is below € 0, the pre-set amount you At the station purchased as an e-ticket. advance. Please refer to page 23 for choose in advance will be immediately further information. Once you check in, your OV-chipkaart added to your OV-chipkaart, and If your child has a Railrunner ticket, you becomes a valid ticket for train travel. deducted from your bank account. do not need to purchase a supplement Travel information Checking in and out is always necessary for them for travel on the Intercity in order to calculate the correct fare. Where can you check in? Direct trains and the national routes of The digital screens at or in front of This price is calculated and deducted the Intercity Berlin and ICE International. the station display up-to-date travel later; in other words, after your journey. You will find card readers at two information up to 30 minutes in This is also the reason that you must locations: in the station hall if the station An NS Kids Vrij season ticket is free. This advance. Disruptions and engineering always have a minimum balance on has one, and otherwise at the platform. is a special ticket entitling children aged work are also announced via the your OV-chipkaart before your journey We have placed these along the routes 4 to 11 to free unlimited travel with you. PA system. The yellow signs at the starts. The minimum balance on your to the platforms where possible; so you

During your trip station and/or the platforms display an OV-chipkaart is € 10 if you have an NS will virtually always find one as you are During your trip Pets on the train overview of all departing trains. Season Ticket and € 20 if you don’t. walking to your train. When you check in and out, this also Small pets that fit in a bag or basket/ For international trains, there are digital gives us the data we need to determine carrier, or which can ride on your lap signs at the platform containing the if you are entitled to a refund for delays, may travel free with you in the train. If up-to-date train configurations so that for example. Checking in and out is you are not transporting a dog in a bag you can easily find your reserved seat. also necessary if you have to travel on re-routed bus transport from NS.

Do you have a Traject Vrij Season Ticket? Some stations offer train service by more If so, it’s easy to travel on account, and than one railway company. You should you don’t need to have a minimum always make sure to check in and out balance on your OV-chipkaart. using the card readers or gates for the

After your trip railway company with whom you are After your trip Want to be sure you always have a travelling. Sometimes there are extra high enough balance on your personal card readers at the platform that you can OV-chipkaart? Register for automatic use to get directly from a bicycle storage top-ups via ns.nl/ov-chipkaart. Once a facility to the station, for example. There

18 Travelling by train with NS Travelling by train with NS 19 At home, before your trip starts At home, before your trip starts

What if the gate doesn’t open? » On all Dutch sections of the Belgian If you can’t get the gate to open, and German railways (Heerlen - border Assistance at the station check first to see if there is an NS and back, Enschede - border and back, employee nearby. If you can’t find Maastricht - border and back). To ensure your journey goes as smoothly and safely as possible, our one, you can always request help via employees and facilities are available to you when you need the NS Service Pole near the gate. If Have you checked in assistance. you press the ‘info’ button, you will be put through to an NS employee. successfully? Our employees Safety You will hear one beep when you check are also wider gates for people travelling in, and two when you check out. Not You can ask anyone who is recognisable Safety at and around stations is with a bicycle or baby stroller. sure? Hold your card up to the same post as an NS employee for help at the extremely important to us, not only for within 100 seconds. station and on the train. our employees, but also for you so that

At the station International travel and you can enjoy a safe, stress-free journey. At the station e-tickets Seeing someone off or Employees who can provide you with This is why our specially trained Safety information and help you choose and & Service employees monitor safety at If you are travelling outside of the making a purchase buy your tickets are available at the the station and on the train. Netherlands, you cannot check in using following locations: You can use your OV-chipkaart to enter your OV-chipkaart. Scan the square bar- » NS shops, such as the We also use CCTV at stations, gates to and leave the station free of charge code on your e-ticket instead. You can do OV service shop and the keep fare dodgers out, and we perform (provided you leave within one hour), if this at gates where you see ‘scan ticket’ Tickets & Service Shop. For questions regular safety and security checks on you want to see someone off on their on the right-hand door. Just hold your on every type of public transport, trains and at stations. These checks are journey, or buy something at the station ticket up to the lit-up square. This is also buying national and international always carried out in conjunction with for example. In other words, nothing will how you scan your e-ticket. The gate will train tickets, and up-to-date travel municipalities, the police and other be deducted from your balance. open once you have scanned your ticket. information. transport companies.

During your trip You cannot check in or out at a pole. The » The information desk. These are During your trip posts only read an OV-chipkaart, not Changing trains/ usually located in the station hall so Don’t feel safe? If not, please don’t e-tickets. If you are at a station without connections you can get immediate help with hesitate to approach an NS employee gates, you can just walk to your train questions about your journey. about your concerns. If you can’t find with an e-ticket. If you are changing to another NS train, » The NS Service Pole. You can receive an NS employee at the station, contact you do not have to check in and out with assistance by telephone at these poles the Security Headquarters using the SOS Use your OV-chipkaart for travel: your OV-chipkaart. You just get off one located at gates and at the platforms button on the Service Pole. » Within the Netherlands on all NS train and board the next one. Planning at unmanned stations. Use the blue International trains and on ICE on transferring to a different form of button for travel advice, information International trains (supplement public transport after your journey with on types of tickets, or for reporting applies). Other conditions apply to NS such as the bus, metro or another rail- lost or found objects. Thalys and CityNightLine, such as way? If so, you must first check out of NS The NS Service Pole has an SOS advance reservations for Thalys. (the same way you do at the end of every button for emergencies such as a

After your trip Check the terms and conditions on journey by train), and then check in with dangerous situation or an accident. After your trip nsinternational.nl. the other transportation company. Don’t » On all trains operated by Arriva, forget to check out again at the end of Breng, Connexxion (Valleilijn), your journey! Syntus and Veolia;

20 Travelling by train with NS Travelling by train with NS 21 At home, before your trip starts At home, before your trip starts Sprinters and Intercitys Rules for travel

Different types of trips demand different types of trains. This is why Every day, more than one million people travel on NS trains. In order we use two types of trains: Sprinters and Intercitys. 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. Sprinter Zones in the Intercity Baggage, strollers and This train is fully geared for travelling shorter distances, and usually stops Whether you would like to have a nice bicycles at every station along a section. The chat with your travel companions, or Place baggage in the racks above the doors are wider to allow a large number would rather just read your book in seats or under your own seat. This

At the station of people to get on and off the train peace, there is a special place on the At the station will keep the aisles and chairs free for quickly. Since passengers usually train for every type of traveller. These other passengers. Other rules apply to only ride the Sprinter to cover short zones are: international travel and travel on the distances, there are no quiet zones, » quiet zones. It is truly silent in these Intercity Direct trains. and often also no toilets available. zones; noise from phone calls or conversations is prohibited; There are wall sockets in the 1st class If you have a Bicycle day ticket, you » work and quiet zones. These zones Intercity section of most of the Intercity trains. can take your bicycle with you during are intended for passengers who In the new Intercity trains, there are also off-peak hours, and stow it in the These trains are designed for medium to want to get some rest, read, work or wall sockets in the 2nd class sections. specially designated areas. You must long distances, and usually only stop at talk quietly; You can charge your laptop there, for take all other baggage with you to your medium-sized and larger stations. You » meet & greet zones. These are the example, so you can continue to work seat, including your saddle bags. Only will find toilets and quiet zones on all areas where you are free to chat with on the train. dismantled bicycles or collapsed folding During your trip Intercity trains. friends or make phone calls. During your trip bicycles are allowed on the Intercity

Direct trains. Collapsed folding bicycles Free WiFi Quiet zone. These are Standard facilities may always travel with you free of available in various We offer free wireless Internet on most charge, even during peak hours. There are always service personnel locations on the Intercity of our Intercity trains. If you see the travelling on the trains. You will also trains. symbol below, you know you’re on an Strollers and pushchairs are also always find the following on these Intercity with free WiFi: permitted at all times. This applies to trains: Work and quiet zone. the Intercity Direct trains too, as long » 1st and 2nd class compartments. The These are available on a To use the free WiFi service, as they are not larger than 120 cm x 90 1st class cars are identifiable by the number of Intercity trains surf to ‘Connections’ on your cm. blue bar under the windows. The 2nd at various locations near laptop or smartphone. Choose class cars usually have blue chairs; the quiet zones. the ‘Wifi in de trein’ network, and you » a space for your bicycle, except for Departures will automatically be redirected to the After your trip the Intercity Direct trains; Meet & greet zone. After your trip log-in page. After you click the approval Safe and calm boarding procedures are » facilities for the disabled; Available at several button, you can log into the network important to ensuring you and your » screens with current travel different locations on a and use WiFi on the train. If the train fellow passengers have a comfortable information and informative videos. number of Intercity trains. is very crowded, it may take longer for journey. Even though the doors may you to get a connection.

22 Travelling by train with NS Travelling by train with NS 23 At home, before your trip starts At home, before your trip starts 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. The display will usually show you what you have paid for the journey. It will also show you the balance remaining on your OV-chipkaart.

Forgot to check out? This can happen to anyone. You can or € 20 without an NS Season Ticket.

At the station check out at the arrival station up to six The amount we deduct can therefore At the station hours after you have checked in at your be more than the actual fare for your departure station. It’s possible that you journey. You can request a refund for can’t do this or that you don’t realise this difference. until later that you have forgotten to You can do this starting 24 hours from check out. the time you checked in; by that time we know your travel details. We cannot calculate the exact fare for your journey if you don’t check How to request a refund: out. This is why we always charge a » Online via Mijn NS. standard amount that is deducted » By telephone via NS Customer sometimes still seem to be open, once Keeping the area clean from your OV-chipkaart. This amount Service on +31 (0)30 - 751 51 55. the whistle is blown, the train doors will During your trip

Everyone prefers to travel on a clean is € 10 if you have an NS Season Ticket » At the station or NS shops. During your trip close and this is why it is not safe (or train. This is why we are always happy permitted) to still board at this point. when you leave the train tidy for the travellers boarding after you. Please Sometimes it can be very crowded on dispose of your waste in the waste the platforms. We would like to give bins on the train or platform. you some tips for these situations. By spreading out on the platform, it will be easier for you to board. It is often Smoking less crowded at the areas near the front As is the case with many public and back of the train, for example. By places, smoking is only permitted giving those getting off the train space in the designated smoking zones, to do so, the train will first empty out, and outdoors on platforms without

creating enough room for the people After your trip After your trip a canopy. Smoking is not permitted who want to board. anywhere on national and international trains. This also applies to electric cigarettes.

24 Travelling by train with NS Travelling by train with NS 25 At home, before your trip starts At home, before your trip starts Delay? Money back! Lost something?

With a busy railway network like the one in the Netherlands, it is It can happen to anyone – you leave something behind or lose it on unfortunately possible that your train (and you) will be delayed. the train, or at the station. Check with the NS shops, or ask one of This is why we think it is only fair for you to be able to request our employees where to report this. 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 We store found objects at the station Lost or stolen as Railrunner. for up to five days. After this, we send OV-chipkaart? them to the Central Lost Property Office The condition for this is that you take How to request a refund (Centraal Bureau Gevonden Goed) What should you do if your personal the optimum travel route as indicated in There are two ways you can request a where they are stored for three months. OV-chipkaart with a Season Ticket gets

At the station the NS Travel Planner or Travel Planner At the station refund: If you have lost something on the train lost or stolen? Fortunately, it’s easy to Xtra App, without travelling through a » Via Mijn NS or Mijn NS Zakelijk. Log or at the station, fill in the ‘Lost item block your card quickly to prevent ‘via’ station. The exact amount you will in and navigate to ‘transactieoverzicht return request’ form at: ns.nl/ misuse. As soon as you realise you no be refunded depends on the ultimate (transaction history)’. Click the klantenservice. longer have your card or you know it length of the delay (between 30 and journey for which you are requesting has been stolen or lost, call the 60 minutes, or 60 minutes or more) and the refund. Follow the steps on your If you have found property belonging to OV-chipkaart Customer Service line: your ticket. Read more about this on screen. someone else, please turn it in to an NS 0900 – 0980 (€ 0.50 per call [within the ns.nl/geldterugbijvertraging. » Using the ‘Geld terug bij vertraging employee or to one of the NS shops. Netherlands]). They are available to help (Refund for delays)’ form. This form is We will do our very best to return the you on weekdays from 7:00 a.m. to available at all NS shops, but you can object to its rightful owner. 9:30 p.m., and on weekends from also request one from NS Customer 10:00 a.m. to 4:00 p.m. Service or online. You can also order your new During your trip OV-chipkaart at the same time to make During your trip sure you are quickly able to travel again the way you are accustomed to. In the meantime, you can request a Temporary Ticket via NS Customer Service, or an NS Service Shop.

Read more about what to do in the event of loss or theft at: ns.nl/klantenservice. After your trip After your trip

26 Travelling by train with NS Travelling by train with NS 27