Apps from NS & NS International
Information about the use of your data when you use one of the apps provided by NS: NS app, NS International app, NS Perronwijzer app and NS Lab app
What personal data do we use?
When you use our apps, we will track the screen resolution of your device, your operating system, your IP address, your station search history, and keys that can help us identify your device. On top of that, you can choose to share location data, discount codes, various notifications and push messages, and the camera.
You can link our apps to your My NS, Mijn NS Zakelijk and/or Mijn NS International account. If you choose to do so, we will use your contact details, travel history, card details, e-ticket and all associated transaction details, and your travel balance in the app.
You can link the NS App and NS Lab App to your OV-chipkaart. In that case, we will use your most recent check-in/check-out to track your trip.
You can also send us feedback via the NS App (“So? How's your trip?") When you send feedback, you can choose to share your check-in/check-out data and location data.
When you report a problem and/or bug in the NS International App, you can leave your e-mail address and choose to send technical data as well. These technical data consist of your Mijn NS International account, your app history (past 30 minutes), information about reservations saved in the International App (without your name and/or e-mail address), your operating system, and keys we can use to identify your device.
If you have an NS Zakelijk NS Business Card , we will use your business contact details if possible.
What do we use your personal data for?
The basis for processing is: consent.
If you consent to the use of your personal data in the NS app, the NS Lab app, or the NS International app, we will use these data in the app in which you have given your consent. With these apps, we can give you travel advice, send push messages about delays and changes to your planned trip, send an electronic ticket if you are travelling with NS International, and provide station information, and let you contact the NS Customer Service or the Expertise Centre.
You can also use the NS app to view your travel balance, travel history, and transaction overview or send feedback to NS. In the NS app, you can give permission to share your location when you send feedback and your check-in/check-out data when the app is active on your phone. In the latter case, we will send you push notifications inviting you to send feedback during or after your trip, when you have the time. In the NS app, you can also give us permission to link your feedback to times you used your e-ticket to open the gates at the station. This lets us determine which train trip your feedback was about, so that we can process it as accurately as possible. Finally, you can also give the NS app permission to use your GPS location and/or WiFi signal to determine whether you are on the train.This involves comparing the GPS location and speed of your device with the GPS location and speed of the train. Sharing your WiFi signal lets the NS app determine which WiFi routers are close to your phone. NS cannot use this information to find out who you are, but we can use it to determine that someone with the NS app installed on a device is on a train. Location or device data are not stored and NS cannot identify who is using the NS app. We use this information to give you a warm welcome on the train, to give you up-to-date travel information, and to determine crowd levels on the train. The WiFi detection feature only works on Android devices.
You can also give the application access to your device’s camera and photo gallery.. The app will only use the camera for the ‘automatic OV-chipkaart scanner’ feature, when you want to upload a photo in Mijn NS, and/or when you want to add a photo of your favourite location. Photos are only stored in the app and are only used for said application, with the exception of photos uploaded to your Mijn NS environment. To automatically scan an OV-chipkaart, the app only detects the text on the card and does not store and photos in the app or on a server.
The NS Lab app lets us test new features that we want to include in our other apps. You can remove your OV-chipkaart details or unlink your Mijn NS, Mijn NS Zakelijk, or Mijn NS International account from the NS-Lab app at any time. By doing so, you withdraw your consent to the use of your data for the app in question.
If you authorise the NS Perronwijzer App to access your location data, the app will only use your location to determine the nearest station and make it easier for us to give you suitable travel advice. You can revoke your permission at any time in the NS Perronwijzer App. If you do not want the NS Perronwijzer App to access your location data, you will have to select a station yourself.
If, when reporting a problem and/or bug in the NS International App, you consent to the use of your e-mail and any (indirectly traceable) technical data, NS will only use the data to solve your problem. You can revoke your consent at any time in the NS International App. After you revoke your consent, NS will no longer use your data for the problem and/or bug reported by you.
The basis for processing is: legitimate interest.
The NS apps use various tracking SDKs (software development kits), such as Google Analytics, Instabug, Firebase, and Firebase Crashlytics. An SDK is part of the source code of the app. The SDK is used to analyse how the app is used. We analyse the duration of visits, the app usage frequency, the order in which you visit pages, OS versions, language settings, and time zones to optimise the app and solve bugs and errors. We use this information to optimise the apps and analyse issues. The information we collect with SDKs help us make our apps more user-friendly. We collect this information with Google Analytics SDK, Google Analytics Firebase SDK, and Firebase Crashlytics. Through the use of IP-address anonymisation, the data collected by these SDKs cannot be traced back to individual users.
When you plan a trip in the NS Reisplanner, we use the location data of your starting point and destination. You can consent to sharing your location in the app or in your Internet browser. In that case, your starting point and/or destination can be determined based on your location. We store any location data linked to trip advice for 3 weeks, so that we can continue to improve the quality of your trip advice. Location data are kept separate from other identifiable data.
The NS International app uses information about your travel history to assist you in the event of a disruption and/or delay. This may include an alternative route suggestion or the option of cancelling or rescheduling your journey. The app will only send a push notification for disruptions if you have granted permission via the mobile operating system. The messages can be deactivated in the app at any time.
With whom do we share this data?
We contract third parties to provide IT and marketing services. These third parties process our information solely for our own internal use, and for no other purpose. We have made agreements with these parties pertaining to the processing of personal information.
We may transfer your personal information to parties outside the European Economic Area under certain circumstances. In that event, we will take suitable measures with these parties, for example by agreeing to the standard contractual clauses adopted by the European Commission.
How long do we store your data?
If you no longer wish to use an NS app, you can unlink the app from your account, delete your account, or delete the app and all data saved. In that case, we will no longer use your data for the app. We will store your IP address for 30 days in order to secure our apps by blocking attacks and large numbers of requests from a specific IP address. We use so-called server-side logging to ensure that the apps function properly and to be able to trace errors and bugs. That means we will log the activity on the servers and store the logs for 30 days. No personal information, such as the purchase of an e-ticket, will be included in the logs. The configuration settings in the app, such as OS type and language settings, are stored on your device to ensure a consistent user experience. The apps' configuration settings are stored locally on your device until the app is deleted. Any push notifications sent via the NS app or NS Lab app are stored for 30 days and then deleted automatically. The push notifications are stored for 30 days in order to ensure the proper functioning of the app and trace any bugs and errors.
The configuration settings for the app, such as the OS type and the language settings, are stored on your own device in order to ensure a consistent user experience. The apps' configuration settings are stored locally on your device until the app is deleted. Any push notifications sent via the NS app or NS Lab app are stored for 30 days and then deleted automatically. The push notifications are stored for 30 days in order to ensure the proper functioning of the app and trace any bugs and errors.
Any details and preferences stored by the feedback feature of the NS App will be deleted automatically 18 months after the last time you send feedback. We will store your feedback for six months for the monthly reports sent to the Ministry of Infrastructure regarding the realisation of performance indicators. After that, the feedback will be made anonymous unless you choose to have your data deleted earlier. After that, your feedback will be made non-traceable as far as possible, but it is possible that you enter traceable information in the free text field that cannot be filtered out. Our procedures for this are clear and unambiguous: all feedback is considered (indirectly) to contain traceable personal data. We will store data in this form for 5 years and use it only for statistical purposes, including historical trend analysis.
We will store your e-mail and technical data shared when reporting an issue and/or bug in the NS International App for no more than 30 days. Naturally, these data will be deleted sooner if your report is deleted before this time or if you revoke your consent.
NS stores your location data and the fact that you are on a particular train in such a way that it cannot be used to identify you.