The following is based on the Concession for the main rail network 2025–2033, the NS conditions of carriage (AVR-NS), the Money Back in Case of Delay conditions for travel with NS and relevant laws and regulations (including the Passenger Transport Act 2000 and the European Passengers’ Rights Regulation).
What compensation and assistance do we offer?
- Compensation for delay. If your journey is delayed by at least 30 minutes*, we offer compensation for the delay. NS may invoke force majeure to deny compensation. Examples of such circumstances include a nationwide power failure, threats of terrorist attacks, exceptional weather conditions and major natural disasters.
- Refund of ticket. If a delay of 60 minutes or more is expected, we offer a refund of your ticket, provided you have not claimed compensation for the delay.
- Replacement transport. In the event of major disruptions (that is, prolonged disruptions that make travel by train impossible on an NS route) we will provide replacement transport if this is reasonably possible. NS decides which replacement transport to deploy. NS does not reimburse costs that travellers incur on their own initiative to travel with other carriers or for alternative transport such as taxis.
- Drinks, food and overnight accommodation. For significant delays we will offer drinks and food depending on the circumstances and objective necessity. If necessary and physically possible, we will offer you a bed.
* If you travel on the Intercity direct, you are entitled to compensation for delays from 15 minutes. The amounts for that compensation differ from the overview below. See the compensation table for details.
What applies to my ticket and situation?
The list below explains your options in specific situations, what we offer and how to arrange it. The described situations concern your journey with NS. References to the train mean an NS train. Terms and conditions apply at all times, such as the NS conditions of carriage (the AVR-NS), the conditions of the Money Back in Case of Delay for travel with NS scheme and those of the European Passengers’ Rights Regulation (Regulation (EU) 2021/782).
Replacement transport
If there is a disruption, we recommend taking the next train if that is possible. If no trains will run on your route for the foreseeable future, we recommend travelling via NS where possible. Use the Journey Planner in the NS app or on NS.nl to find the fastest way to reach your destination.
If you cannot travel via NS, we will provide alternative transport where possible. We will normally prioritise bus services as the first alternative to the train. NS depends on the availability of buses and bus drivers for this. Shortages of buses and/or drivers can unfortunately occur. In larger cities we consider using other regular modes of transport, such as the metro. NS will advise on the disruption page (current situation on the network) if you should travel with another carrier. For the latest travel advice click the “Disruptions and engineering work” link in the Journey Planner in the NS app or on NS.nl.
What else do we offer?
Alternative routes
NS decides which replacement transport will be used. NS does not reimburse costs that travellers incur on their own initiative to travel with other carriers or for alternative transport such as taxis. We will only reimburse such costs if we have advised you to travel with those carrier(s). We will publish this advice on the disruption page (“Disruptions and engineering work” in the Journey Planner in the NS app or on NS.nl). Please note that the Journey Planner always suggests the fastest route, even if that is, for example, by bicycle, and this does not necessarily reflect the route NS recommends during a disruption.
Alternative transport
Regarding costs for alternative transport, we may in exceptional circumstances and as a gesture of goodwill explicitly allow stranded travellers to arrange alternative transport, such as taxis, and claim the costs (in full or in part) from NS. We will announce this on NS.nl. It may also happen that we arrange a taxi for you during a disruption if your specific situation at that moment is exceptional. In those cases we will organise the taxi for you.
Information within 100 minutes
We do everything we can to provide information as quickly as possible about alternative travel options when your scheduled train is severely delayed or cancelled. If we cannot provide you, through the usual NS information channels, with travel information within 100 minutes of the scheduled departure time of your delayed/cancelled train, you may use other public transport yourself (train and bus only; not a taxi, rental car or private car). If this results in higher travel costs than you would have incurred travelling on your planned NS route, NS will reimburse those additional costs provided they are necessary, appropriate and reasonable for the alternative route.
Assistance (food, drinks and hotel stay)
For significant delays, NS will offer drinks and meals depending on the circumstances and objective necessity. If necessary and physically possible, we will offer you a bed. If you booked a hotel with the permission of an NS employee, you can claim this back using this reimbursement form.