Explanatory note in relation to European Accessibility Act

NS also wants to further improve its digital channels such as the NS website and the NS app, so that everyone is able to use them. NS is doing this in accordance with the European regulations for digital accessibility. These are described in the European Accessibility Act, hereafter referred to as 'the Act'.

This document explains what the regulations are, which NS services they apply to, and how NS will ensure that the services comply with the regulations, now and in the future. We also report on the current state of affairs with respect to the implementation of these rules.

This document describes:

• What the European Accessibility Act is
• Which NS services the Act applies to
• What steps in the customer journey we describe for passenger transport by train
• How NS will ensure that the services comply
• The processes that have been established to ensure that NS continues to comply with the Act
• What NS has achieved so far in implementing the Act
• How to make a report about the Act and the way NS has applied it

The European Accessibility Act (EU 2019/882) aims for products and services in the EU to become more accessible for people with a disability. This Act ensures that people with a disability can participate more easily in daily life, by removing obstacles in areas such as public transport and digital services. All EU countries must incorporate this Act in their own legislation. The Netherlands has done so by means of the Accessibility Requirements for Products and Services (Implementation) Act, and for NS specifically by means of the Public Transport Accessibility Degree (BTOV).

NS is also required to comply with other accessibility obligations. The following is a list of accessibility-related obligations for NS.

Accessibility laws and obligations 

The Act applies to various NS services required for travelling by train with NS. This includes travel information, tickets, season tickets and customer service. These services are offered by NS Reizigers and NS International, hereafter referred to as 'NS'.

As described in the Act, these include (but are not limited to) the following:

• Websites (NS.nl, NSInternational.com);
• Services provided via mobile devices, including by means of mobile applications or apps (NS Travel Planner app, NS International app, NS Perronwijzer);
• Electronic tickets and ticketing services;
• Information on transport services, including real-time travel information;
• Interactive self-service terminals. For NS, this includes the ticket machine, the service and alarm pole, check-in poles and gates
• Support services, which for NS includes NS Customer Service and NS Travel Assistance.

The NS service consists of passenger transport by train, to which the Act applies. NS describes various steps in the customer journey for consumers:

• Planning the journey; online via NS.nl, NS app, NS Perronwijzer app, NS International website and app, Information boards and any counters/NS staff on site at the station, NS Customer Service
• Paying for and checking in to the journey: online ticket sale, ticket machine, NS counter at the station, directly at the pole/gate
• Checks by the Chief Conductor during the journey
• Taking out an NS season ticket: via NS.nl, NS counter at the station, via NS Customer service
• Creating and managing an account, viewing travel history: via Mijn NS
• Booking NS Travel Assistance: via NS.nl, NS app or NS Customer Service
• Insight into real-time travel information: by means of boards and announcements, the NS app, the 'notifications' option in the NS app, staff at the station itself or in the train, via NS Customer service, by means of screens at the stations
• Information about the service on-side at the station or in the train: via NS.nl, NS app
• Information about prices and special offers: NS.nl, NS app and e-mails, Spoordeelwinkel
• Correcting a missed check-in/check-out: NS.nl, NS app, NS Customer Service, NS counter at the station
• Refunds for delayed journeys: NS.nl, NS app, NS Customer Service
• Requesting a co-travel discount: NS.nl, NS app, NS Customer Service
• Complaints procedure: NS Customer Service

Accessibility is part of the NS mission: Together we'll make the Netherlands sustainably accessible. For everyone. That means people with a disability too.  

NS therefore has some fixed principles in working towards accessibility.  

• Equality: We make every effort to ensure our services are independently accessible to every traveller, with or without disabilities. Where this is not possible (or not yet), we offer travellers with a disability an equitable alternative. 
• Independence where possible, help where necessary: Nobody likes having to depend on others. That's why we are doing our best to ensure everyone can travel independently wherever possible.
• We design with accessibility in mind: Starting from the design phase, we consider accessibility requirements for a product or service.
• 'Nothing about us, without us': We involve people with disabilities in the design of a new product or service.

NS wants to offer equitable travel options to customers with a disability. The aim is to ensure that people with a disability are increasingly able to travel independently, with help where necessary. Based on this vision, NS is collaborating with interest groups representing people with disabilities, ProRail, other transport operators and the Ministry of Infrastructure and Public Works to remove obstacles to rail travel and therefore make it more accessible.

Processes specifically established to ensure the accessibility of the services as mentioned in Chapter 3 are:

NS is interpreting the Act by means of the four principles enshrined in the WCAG (Web Content Accessibility Guidelines) The WCAG is referred to in the explanation of the Act, as a way of complying with the obligations imposed by the Act.

NS has used external audits as a way to assess whether it satisfies the requirements of the Act. In 2023, a first audit (assessment) of NS web and app was carried out by Stichting Accessibility, to check compliance with WCAG 2.1 AA. A second audit followed in May 2025, carried out by Digitaal Toegankelijk to assess NS based on WCAG 2.1 AA. NS International had audits carried out on the compliance of its web and app with WCAG 2.1 AA in February and April 2025 by Stichting Accessibility.

The following is a list showing where NS complies with the Act and where it still falls short, including reports from the most recent audits.

Would you like to make a report about the Act and the way NS has applied it? Send an e-mail to EAA@ns.nl or call NS Customer Service.