What personal data do we use?
Your safety and that of our staff is very important to us. That is why we use CCTV surveillance. Cameras record images which we review afterwards. This enables us to act quickly in the event of incidents and to detect and prosecute offences and criminal acts.
To enhance safety further, travellers can report if they feel unsafe on the train via WhatsApp or SMS. This message connects you directly to the NS Control Centre, which can call on colleagues for assistance if needed. We use your phone number to enable this contact.
What do we use your data for?
Safety concerns affect society as a whole and also impact us. Travelling by train is generally safe, but unsafe situations can sometimes occur or be perceived due to aggressive travellers without a valid ticket, vandalism, loitering individuals, or excessive crowds at the gates.
The legal basis for processing is: legitimate interest.
One of the steps we take is using CCTV at stations and on trains. In practice, this is an important tool for preventing, detecting and prosecuting crimes as well as handling other violations. Another key purpose is to support targeted deployment of emergency services during incidents or requests for help. CCTV footage can also assist in resolving disputes and recovering damages to NS property. Furthermore, it helps us identify overcrowding early, allowing NS to take measures that ensure a safe, smooth flow through the gates. We cannot guarantee the safety of travellers, staff and property without CCTV surveillance.
The use of CCTV is clearly visible and indicated by sticker images. Both NS and its travellers benefit from these recordings. Cameras are also installed at the front and rear of some train sets. They help us manage incidents on the tracks more efficiently and can be used to prevent future occurrences.
Security staff, Safety & Service employees, train conductors and service staff equipped with bodycams may be present on all stations and trains. They wear bodycams to protect your safety as well as their own. The staff member decides when to record a potentially unsafe situation with the bodycam.
Without these recordings, it is not possible to investigate incidents afterwards or ensure the safety of our travellers and staff. We consider this need to outweigh any potential intrusion on a traveller’s or employee’s privacy. We keep all footage securely stored and restrict access to authorised personnel only.
Reporting safety concerns via WhatsApp or SMS helps NS improve safety on the train and provides a way to report socially unsafe situations. Each conversation includes a link where you can share your feedback on the service and how your report was handled. An external research agency processes your responses for analysis purposes using anonymised data.
Technically Controlled Departure Process
Since the 2025 timetable, NS operates the Airportsprinter using the Technically Controlled Departure Process. Unlike the usual procedure where the train conductor initiates departure, this process is managed by technology and facilitated by the train driver. The technology includes external cameras on the train and anti-pinch and drag protection on the train doors.
The camera footage is sent to the driver’s cab, providing visual support to help depart safely. The 20 New Generation Sprinters (SNG) equipped with this technology can be identified by cameras located at the train doors. These cameras record the platform and store footage locally for seven days, accessible only to specialised staff.
Compatible use: scientific research and statistical purposes
Finally, we may use CCTV footage for scientific research or statistical studies. This concerns research into train drivers’ working conditions and exploring improvements in efficiency and safety. Only blurred footage is used to keep individuals unrecognisable. No personal data will be shared with third parties for this purpose.
Who do we share data with?
We engage third parties to provide IT services, for example in the trial mentioned above for incident handling. These third parties act as our processors and process data only on our behalf and for no other purpose. We have agreements in place with them regarding data processing.
We may share your data with law enforcement agencies such as the police to help detect and prevent criminal offences.
Under certain circumstances, we may transfer your personal data outside the European Economic Area. If we do so, we take appropriate measures with these parties, for example by signing the standard clauses established by the European Commission.
How long do we keep your data?
Only authorised personnel have access to the CCTV footage. If no incident has occurred, the footage is retained for 28 days and then deleted. When an incident is involved, the recordings are kept until the matter is fully resolved. We may also retain footage containing incidents proactively or preventively if necessary.
We keep your phone number for 28 days in cases of safety reports.