Frequently asked questions luggage lockers
Do you have questions about (opening) your luggage locker, your luggage, or the ticket? Find everything you need to know.
I have lost the card for my locker
I have lost the card for my locker
You will then pay an additional fee of €15 for losing the card. Ask a service employee at the station to help you open your locker.
Tip: from now on, take a clear photo of the QR code on the ticket with your phone. This often also allows you to open your locker.
I can't open my locker
I can't open my locker
Go to a Ticket & Service counter if there is one at your station. The staff there can assist you further. Outside the counter's opening hours, unfortunately, we cannot help you and you will have to come back the next day.
Is er geen Ticket & Service balie op jouw station? Neem dan contact op met Customer Service. They will then send security to assist you. It may take a while before they arrive.
I feel unsafe
I feel unsafe
Do you feel unsafe or is there an unsafe situation? Then send a WhatsApp message or SMS to our control room: +31 61 31 81 318. Please mention the station name and a short explanation of the situation.
In serious situations, always call 112 immediately.
Location of the luggage lockers
You must always be able to feel safe at our stations. For various reasons, our luggage lockers may be located in places that are not always fully visible. But precisely on a platform or more at the back or front inside a station.
Unfortunately, this cannot be changed so easily. This has to do with safety, electricity, and available space at the station.
My luggage has been removed from the locker
My luggage has been removed from the locker
Have your belongings been taken out of the locker? Don't worry, the luggage is kept in our depot for up to 3 months.
If you want your luggage back, then search for your luggage among our found and lost items. We will then send the luggage to you.
You pay € 100 for administration, storage, and shipping costs.