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 cannot open my locker
I cannot open my locker
Go to an NS Tickets & Service shop if your station has one. The service staff there can help you. Outside the shop’s opening hours we cannot assist you, so you will need to come back the next day.
If there is no NS Tickets & Service shop at your station, contact Customer Service. They will send security to help you. It may take some time for them to 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 items been removed from the locker? Do not worry; we keep luggage in our depot for up to three months.
Would you like the luggage returned? We will send it to you. Please contact Customer Service or visit the service desk at the station. You will pay € 100 for administration, storage and shipping.