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Fraud

At NS, we expect everyone to comply with the law, our general terms and conditions, and house rules. We actively tackle fraud by working to prevent it, detecting it, investigating it and taking action. This page explains how our fraud policy works.

Why combat fraud?

When someone deliberately travels without paying, it harms not only NS but also other travellers, who end up covering the costs caused by fraudsters. That is why we are committed to preventing, detecting and tackling fraud.

What is fraud?

Fraud means deliberately presenting false information. It is always deception that causes harm to others.

Zero tolerance

NS does not tolerate fraud. We take action against travellers who deliberately cause financial harm to NS. This protects both our interests and those of the travellers who do pay.

What does NS do to prevent and combat fraud?

Preventing and combating fraud is important to us. That is why we have a fraud policy, and our Fraud Management department works closely with other transport providers, the justice system and the police. Within NS, several departments collaborate, including Service, Operations, Legal Affairs, Finance and IT.

Preventing

We mainly prevent fraud by designing new products and services as securely as possible, using technical measures and clear terms and conditions. We also conduct checks during journeys and at stations, and process claims and requests carefully and largely automatically.

Detecting

It is not always possible to prevent all fraud. Therefore, we pay extra attention to suspicious travel transactions and use data analysis to detect fraud. We also receive reports from colleagues, customers, other transport providers and through (social) media.

You can also report suspected fraud yourself. We will then contact you by phone or in writing to discuss your report.

Investigating

If fraud is suspected, our Fraud Management department carefully investigates the case. If fraud is confirmed, we may take measures. The traveller involved always receives a letter explaining the situation.

Measures we can take

Depending on the situation, we may take one or more of the following measures:

  • Charge the statutory €50 surcharge for travelling without a valid ticket (also applies if there is no fraud).
  • Impose a contractual fine.
  • Recover damages NS has suffered due to the fraud.
  • Partially or fully reject claims such as Money Back in Case of Delay.
  • Terminate or block products or subscriptions.
  • Block the OV-chipkaart.
  • Increase the boarding fee.

  • File a report with the police.

Filing a report

Filing a report is a significant step. We always make a careful assessment, based on factors such as:

  • The extent of damage to NS and society.
  • Whether the fraud is systematic or organised.
  • Whether multiple fraudsters are involved.
  • Whether the behaviour is especially serious due to the person’s profession.
  • Whether police or justice have requested a report.

Report fraud

If you have questions about fraud or wish to report fraud yourself (including anonymously), please contact NS Customer Service.

Privacy

NS Groep NV protects your personal data in accordance with the General Data Protection Regulation (GDPR). We process personal data only to prevent, detect and investigate fraud, and to impose measures. You can read more about this in our privacy statement.