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Your train is not moving

When your train stops it may take some time to find a solution. On this page you can read frequently asked questions about stopping or situations in which you experience something unpleasant.

Why has my train stopped and how long will it take to get moving again?

A train can stop for a variety of reasons. How long it stops depends on the cause. Signal and track switch failures must first be resolved by an external party. Collisions with people necessitate a police investigation. Therefore, we cannot say how long a delay will take. On average we expect such delays to last between 30 and 90 minutes.

I have seen/experienced something unpleasant. Where can I go for help?

If you feel a need to contact NS regarding what you have experienced, then please feel free to call NS Customer Service at: 030-7515155. If necessary, they can put you in contact with the NS Follow-up Care department. Both departments are happy to help you in any way they can.

Can I do anything to assist the conductor or engineer while we are stopped?

No. All procedures are standardised and the conductor and engineer know exactly what to do. We ask that all passengers calmly sit and wait until further announcement.

Can the train doors be opened? It is too hot/stuffy inside the train.

The train doors are not open for safety reasons. They may not be opened unless the conductor decides otherwise.