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Frequently asked questions about track maintenance

View all frequently asked questions about track maintenance here.

View all track maintenance

Travelling around disruptions

How do I check in and check out?

Do you have to travel around disruptions caused by engineering work? Check in and check out at your departure station and your arrival station as you normally would. You will not pay anything extra for travelling around disruptions. If you check in and check out at the same stations you usually use, the fare for your journey will not increase.

If the diversion means you need to check in and check out at a different station along the way, you may pay more than usual. If that happens, you can request a refund of the price difference from Customer Service.

Are you travelling by NS bus?

Check out at the station where you leave the train and change to the bus. A temporary check-in and check-out terminal will be available by the bus. Use that terminal to check in again, and check out at your destination at the bus stop.

If you continue your journey by train, check in again at the station where you board the train.

Are you travelling by other public transport or with another train operator?

If we advise this kind of diversion during engineering work, your NS travel ticket is usually valid for that alternative. You must check in and check out with the other operator. You will travel using your NS travel ticket, but you will use the other operator’s check-in system. You will not pay anything extra as long as you check in and check out exactly as instructed.

For example, if we recommend a diversion using the metro, your NS travel ticket will be valid on the metro. You must check in and check out on the metro, and also check in and check out with NS at your departure station and arrival station.

I am travelling 1st class.

You can use the alternative transport we provide during engineering work. If we use NS buses, you cannot travel 1st class on those buses. That may also be the case with other operators. Unfortunately we cannot offer compensation for this.

Costs and payment

Do I pay extra if I have to take a diversion?
  • If you check in and out at the same stations as usual, you will not pay anything extra.
  • If you must travel via another operator and we advise it, you do not need to check in or out with them. Your NS ticket will be valid.
  • If you travel by an NS bus, you will not pay more than usual. You must check out from the train and then check in and out again on the bus.
  • If more than 35 minutes pass between checking out and checking in, you may be charged more because this could count as a new journey.
  • Have you paid too much? Check the questionnaire to see whether you are eligible for a refund.

Can I request a refund for a delay?

For planned engineering work we adjust the travel time in the Journey planner. You may therefore have a longer travel time than usual. Because the work is planned, you will not receive a refund if this makes you arrive later than expected. You can of course request a refund if your train is at least 30 minutes late compared with the Journey planner timetable.

Can I travel free on an NS bus?

No. You still need a valid ticket on replacement transport. If part of your journey is by an NS bus, you will not pay anything extra for the whole journey.

Do I get a discount if I have a season ticket and cannot travel on my route?

No. You do not get a discount because the work is planned in advance. We provide replacement transport (for example NS buses) or a diversion route.

Travelling on the NS-bus

How does checking in and out work on the NS-bus?

Are you travelling on an NS-bus?

Check out at the station where you get off the train and transfer to the bus. A temporary check-in and check-out terminal stands by the bus. Use this to check in again, and at your destination check out at the bus stop.

Are you continuing your journey by train?

Then check in again at the station where you board the train.

Can I take my bicycle on an NS-bus?

No. There is unfortunately no space for bicycles on the NS-bus.

Can I take suitcases on the NS-bus?

Yes. Suitcases can be stored in the luggage compartment.

Travelling with reduced mobility

Do you have reduced mobility?

Please bear the following in mind:

  • a high step when boarding the bus
  • longer walking distances to and from the bus
  • you may need to stand more while waiting for the bus

Are you travelling with a wheelchair or other mobility aid and we are using buses?

Call NS Reisassistentie on 030 235 7822 or chat with Customer Service for a tailored solution.

Do you have a visual impairment and need assistance?

We will help you get to and from the replacement transport. Call NS Reisassistentie on 030 235 7822 or chat with Customer Service.

Can I board the NS-bus with a wheelchair or other mobility aid?

No, you cannot board the NS-bus with a wheelchair or other mobility aid. We do offer an alternative: a free wheelchair taxi.

Would you like to use this service? Call NS Reisassistentie on 030 235 7822 or chat with Customer Service.

Have another question?

Please contact our Customer Service. They will be happy to help you.