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Engineering works: questions, answers and tips

ProRail regularly conducts maintenance on the tracks or at stations. This is essential in order to keep the tracks in good condition or make adjustments to them, so that new routes can be offered for example. Most of the scheduled engineering works take place during the holiday periods, in order to avoid disrupting the travel plans of as many travellers as possible. This engineering work may affect your train journey or raise questions. On this page, we provide answers to the most frequently asked questions about traveling on the train or NS bus while engineering work is taking place.


Can I plan my journey using the Travel Planner and is this information reliable?

Yes, you can plan your journey via the Travel Planner at NS.nl or via the NS app up to 10 days prior to departure. Your travel recommendation will include an estimate of the extra travel time for the journey, due to replacement bus transport, extra transfers, or detours. Count on at least 30 minutes extra to reach your destination.

We recommend that you check your itinerary shortly before departure for the most up-to-date individual travel recommendation.

Good to know: the information on the travel information screens at the station is the same as that provided in the Travel Planner and app. In the event of scheduled engineering works or special events, we will display the revised destination for the route, and not the original destination. The screens will also only display the trains that are running and the new departure platforms, and not the cancelled trains and original departure platforms.

Naturally, any unscheduled changes or delays will be shown on the screens as the information becomes available.

Can I travel on an NS bus for free if my train is not running?

No. If you travel using the NS-bus replacement transportation, then you do still need a valid NS ticket. You can use your OV-chipkaart to travel just as you would with the train. Simply check in when you board the bus, and check out when you leave again. If your journey begins or ends with a train trip, then you can check in- and out at the departure or arrival station.

If your journey begins with a train trip, you can check in at your departure station, then check out at your destination or when you transfer to the replacement NS bus to continue your journey. You can then check in again when you board the NS bus and check out when you leave the bus. The same applies in both directions.

If your journey begins with the NS bus, you can check in at your departure- and arrival stop. If you then continue your journey with the train, you must check in- and out again for that leg of the journey as well.

With an NS-Business Card, you can travel with the replacement bus service the same way you would with the train.
 

What should I do if I take a detour using a different carrier?

If you travel with a different bus or train provider as part of your route, make sure you have a valid ticket for the other carrier's mode of transport. NS will provide alternative transport options, or you can travel to your destination via a different NS route. In the rare circumstances where this is not possible, you can claim any additional costs from NS Customer Services afterwards.

In some cases, your ticket may be valid with a different carrier, for example because passengers need to travel with a different carrier for a long period of time. In such cases, NS reaches agreements with other carriers. If this is the case, then you can find further information on NS.nl or at the station.

I have an NS season ticket and cannot travel on my route. Do I get a discount?

No, there is no discounts scheme. We arrange transport in the form of NS buses. Since we are dealing with scheduled engineering work, no schemes apply. For other questions and comments about travelling with your season ticket during route closures, you can contact NS Customer Service

Does the "Refunds for delays" scheme apply?

Yes, the “Refunds for delays” scheme does apply. However, the starting point when calculating the delay is the adjusted journey time in the Travel Planner, in which the additional travel time for the NS bus has been included. You will not receive a refund because the journey takes longer than it would by train. Read more about the Refunds for delays scheme.

Can I bring my bicycle when buses are being used?

No, you may not bring your bicycle with you on an NS bus. Regrettably, there is no space for bicycles.

Can I bring large luggage, such as a suitcase, when buses are being used?

Yes, suitcases can be stowed in the luggage compartment.

I am disabled and use a wheelchair. What should I do?

You can request assistance as usual. We will do everything we can to prevent additional inconvenience. If necessary, extra measures will be taken to help disabled passengers. For more information, please call tel. +31 (0)30-2357822 or consult our traveling with a functional disability information or terms & conditions

What if my question isn't on this list?

If you have any further questions, we would be happy to help you. Go to ns.nl/klantenservice or ask your question via the NS Community. We are standing by day and night to assist you.

If you have a business contract with NS, see ns.nl/zakelijk for more information, or contact NS Zakelijk Customer Service via nszakelijk@ns.nl.