Travel Conditions

EC Regulation No 1371/2007 on Rail passengers’ rights and obligations.

As per December 3, 2009 this EC Regulation is applicable in all EU countries (PDF).

For NS- (NSR and NS Hispeed) customers there are not so many changes as qualtity standards at NS are already at a high level. One of the improvements is that in the Reisplanner on ns.nl for every route is indicated which carrier takes care of the transport. Also the conditions of carriage for this carrier can be found.

Some high lights of the Regulation:

1. Fastest schedule: Via NS Hispeed Treinplanner for international- or via NS Reisplanner for domestic trips.
2. Cheapest ticket: On the websites of both NS.NL and NSHispeed.nl you will find the most actual fares and promotional offers
3. Actual information: Schedule information via NSHispeed Treinplanner or NS Reisplanner.
4. Delays: In case your train has a delay of 60 minutes or more, as a passenger you have the choice: a) return home and ask for a refund or b) ask for compensation for the delay. You can file the request for compensation for delay preferably at the railway undertaking you bought the ticket (Customer Services NS Hispeed). See also at “Compensation for delay”. Filing the claim at the address of the carrier involved in the delayed transport is also possible.
5. Passenger with reduced mobility. De EU Regulation guarantees disabled persons and persons with reduced mobility non-discriminatory access to trains and assistance. At NS we have arranged information and requests for assistance in a professional way. For international trips 48 h. before departure and for domestic trip 24 h. Assistance can be arranged via telephone no. (+31) 30- 235 7822 of via fax. (+31) 30 - 235 3935. Train staff of both NSR and NS Hispeed are trained to assist these passengers both during entering/leaving the train, as well as during the trip. In case of disturbances, the train staff will – as far as possible – give extra assistance to passengers with a handicap. Of course they should have informed the train staff before entering the train. For more information regarding train travel with a handicap see “Passengers with impaired mobility”.

6. Processing complaints and requests for compensation in case of delay: According to the Regulation, the passengers should receive a reaction within one month.

7. Enforcement: In all EU countries the government will designate an enforcement body. In the Netherlands this is IVW (Inspectie Verkeer en Waterstaat). Passengers can reach IVW by telephone no. (+31) 88-489000 or via the website: www.ivw.nl

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