Frequently Asked Questions 'From Trip to Journey'
Would you like to know more about the new method of calculating the price of your journey?
What does a transfer entail?
Access gates help ensure the safety of NS trains. At most stations, travellers only have to pass through a single gate when they enter the station or when they leave. But at 4 stations in the Netherlands, some travellers may have to pass through the gates when they transfer between trains as well.
This may also be the case at other stations, if the traveller interrupts his or her journey to do some shopping or use the toilet. When someone checks out and then checks in again, we call this an 'interrupted transfer'. Interrupted transfers are also necessary when travellers transfer to trains operated by other carriers.
At which stations must I pass through gates to transfer between trains?
The stations where the gates have already been installed include Amsterdam Muiderpoort, Amsterdam Zuid, Amsterdam Bijlmer and Hilversum.
What do we mean by the area inside the gates?
This implies the area between the gate where you checked in and where you have to check out again to leave.
Until 1 September 2016, which travellers may have faced financial consequences for interrupted transfers?
Travellers with the discount products: Dal Voordeel, Altijd Voordeel, Dal Vrij, Weekend vrij, Voordeeluren season ticket, Traject vrij, NS-Business Card with Dal season ticket, NS-Business Card with Traject Vrij season ticket (when travelling outside the specified route).
Why did NS want to change this situation?
A traveller who unintentionally switches from the off-peak rate to the full rate (or 20% discount for travellers with the Altijd Voordeel season ticket) because they pass through the check-out gates should not be charged extra because of the layout of the station.
Why are there some stations where travellers have to pass through the check-out gates to transfer between trains?
In some cases, the gates were installed in certain locations to provide for connections between neighbourhoods. There are also stations that have shops, restaurants and toilets outside of the gates, so travellers would have to check out to take advantage of the functions outside of the gates, such as in Rotterdam and Delft.
Why has NS chosen to have the 1st check-in moment determine the rate for the journey?
Due to the extra check-out and check-in, the price of the total journey may differ from the price that the traveller would have been charged if he or she had not been forced to check out during the journey. Travellers who are unintentionally forced into this situation should not be disadvantaged due to the layout of the station and faced with unpleasant surprises.
How does the first check-in determine the rate for the journey, exactly?
- The first check-in determines the rate for the entire journey.
- Checking in and out to walk to a different platform, buy a cup of coffee or a sandwich or visit the toilet (within 35 minutes) will not have an effect on the total price of the journey. The moment of the first check-in will continue to apply to the rate for the journey.
- So if the traveller checks in during the off-peak hours, he or she will continue to travel for the off-peak rate even if he or she checks out and then checks in again during the peak hours.
- On the other hand, if you check in during the peak hours, the peak hour rate will continue to apply, even if you check out and check in again during off-peak hours.
Why must a traveller continue to pay the peak hour rate, even though the off-peak rate is less expensive?
That may seem to be the case, but it doesn't apply for every trip. After the rate changes, the minimum trip distance goes into effect, so any long-distance discounts the traveller had accumulated during his or her journey would be lost if he/she were to check in again. We would also like to keep our rates predictable and consistent for all travellers.
When transferring to another rail carrier, does the first check-in moment still determine the rate for the rest of the journey?
No, when you transfer to another rail carrier, the moment you check in with that carrier determines the rate for the rest of the journey. So that will remain the same.
Does this change have any consequences for the use of the access gates?
Since travellers currently experience a financial disadvantage if they check out and then check in again, we currently open one or more gates in the event of a disruption to the regular train service if travellers have to continue their journey on an NS bus. That way, the traveller does not need to check out and then check in again in the bus. In the new situation, there will be no consequences for checking out and then checking in again, so the gates will not be opened temporarily in the event of a disruption.
If you have any other questions about the new travel principle, please feel free to contact NS Customer Service. We would be happy to help you.