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Frequently asked questions about engineering work on the railway

Find answers to frequently asked questions about engineering work on the railway, and find out how diversions work or how to travel by NS bus.

Disruptions & engineering work

Diversions

How do check in and check out work?

Do you have to travel a different route because of engineering work? Check in and check out at the departure station and the arrival station as you usually do. You will not pay anything extra when you have to travel via a diversion because of engineering work. If you check in and out at the same stations as normal, it will not cost you more.

If the diversion means you must check in and out at a different station, you may pay more than usual. If that happens, you can request the price difference via Customer Service.

Are you travelling by NS bus?

Check out at the station where you leave the train and change to the bus. There is a temporary check in and check out terminal by the bus. Check in there again and check out at the bus stop at your destination.

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

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

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

For example, we might advise you to travel by metro. Your NS ticket will be valid on the metro, but you must check in and out with the metro and also with NS at your departure and arrival stations.

I travel 1st class.

You can use the alternative transport we provide during the engineering work. If we run NS buses, you cannot travel 1st class. That is not always possible with other operators either. 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 normal, you do not pay anything extra.
  • Do you have to divert via another operator? If we advise that, you do not need to check in or out there. Your NS ticket will be valid.
  • If you travel by NS bus, you also do not pay more than normal. You must check out at the train and check in and out again at the bus.
  • If there is more than 35 minutes between checking out and checking in, you may pay more because this is seen as a new journey.
  • If you have paid too much, view the questionnaire to see if you are eligible for a refund.

Can I claim a refund for a delay?

For planned engineering work we adjust the journey time in the Journey Planner. You may therefore have a longer travel time than usual. Because this is planned engineering work, you will not receive a refund if this causes you to arrive later at your destination. You can of course claim a refund if your train is at least 30 minutes delayed compared with the timetable in the Journey Planner.

Can I travel for free on an NS bus?

No. You still need a valid ticket when using replacement transport. If you travel partly by NS bus, you will not pay more for your overall journey.

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

No. Because this involves planned engineering work, we do not offer a discount. We provide replacement transport (for example NS buses) or an alternative route.

Travelling on the NS bus

How does check in and check out work on the NS bus?

Are you travelling by NS bus?

Check out at the station where you leave the train and change to the bus. There is a temporary check in and check out terminal by the bus. Check in there again and check out at the bus stop at your destination.

Are you then 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 carried in the luggage compartment.

Travelling with reduced mobility

Do you have reduced mobility?

Please note the following:

  • a high step to board the bus
  • longer walking distances to and from the bus
  • that you may have to stand for longer 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 NS Customer Service for a tailored solution.

Do you have a visual impairment and need assistance?

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

Can I travel with a wheelchair or other aid on the NS bus?

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? Call NS Reisassistentie on 030 235 7822 or chat with NS Customer Service.

Have another question?

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