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European regulations

Information about the rules and obligations of train passengers in accordance with the European Regulation concerning the rights and obligations of train passengers: Regulation (EG) No. 1371/2007.

The European Regulation concerning the  rights and obligations of train passengers came into effect on 3 December 2009. This regulation has a few minor consequences for train passengers in the Netherlands, which we would like to tell you about.

The regulation stipulates, among others, a number of requirements that carriers must meet. In practice, this means that a carrier must:

  • properly inform you about a number of topics with regard to travel information specified in appendix II of the guideline prior to and during your trip.;
  • offer, in case of delays, a refund and/or free meals, overnight accommodation or alternative transport where applicable. The refund or reimbursement must be proportional to the extent of the delay;
  • ensure accessibility and assistance for disabled passengers and passengers with reduced mobility where possible;
  • inform you about the complaints handling process and the office to which you may submit your complaint, as specified in the guideline.

In addition to these rights, passengers also have a number of obligations, which are also included in the guideline.

This guideline applies to all train passenger carriers and to all Station Management companies (ProRail and NS Poort).

Do you have a complaint?

Please contact the carrier in question. If you believe that a carrier is not handling your complaint in compliance with the guideline, please submit a complaint to ILT (IHuman Environment & Transport Inspectorate). For the complaint form, please visit the ILT website or call the ILT on +31(0)88-489 00 00. In addition to the ILT, you can also submit a complaint to the Public Transport Disputes Committee .Please go to the website of the Disputes Committee for more information.