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NS Travel Assistance

Are you travelling with a physical disability and do you need help entering, exiting or transferring between trains? Or do you have a visual impairment and need somebody to guide you through the station? In that case you can take advantage of our free NS Travel Assistance. This page provides a full explanation of how to request NS Travel Assistance for your journey.

Request immediately Map of stations offering NS Travel Assistance

Trained travel assistant

NS Travel Assistance provides you with the help of a trained travel assistant when boarding or exiting the train. You can currently request NS Travel Assistance at most stations in the Netherlands. NS Travel Assistance is available 24/7, so you can also request it for night trains.

List of all stations offering NS Travel Assistance

How can I request NS Travel Assistance?

{strong}To request NS Travel Assistance for your journey, you must first enter your data in your Mijn NS account. Here you can describe which mobility aids you use for travel, and whom to contact in the event of an emergency. You can also select whether you would like to receive a booking confirmation after requesting NS Travel Assistance for your journey, and if you would like to display NS Travel Assistance in the NS app.

Once you have entered all of your data, there are three methods for requesting NS Travel Assistance:

  1. Online via ns.nl/reisassistentie
  2. In the NS app*
  3. By telephone via 030-235 78 22 (only for Travel Assistance)

* It's important to regularly update the NS app. The most recent version of the app protects your data moest effectively and enables you to keep using all of the functionalities that the app offers. More information.

Don't have a Mijn NS account yet?

If you don't yet have a Mijn NS account, you can create one in just a few easy steps. If you need assistance creating your Mijn NS account, please feel free to call us at tel.: 030-751 51 55, and we would be happy to help.

Create an account now

1 Stap Verder service at major stations

With '1 Stap Verder', we offer travellers with visual impairment guidance to their connecting transportation upon arrival at one of the stations listed below. The travel assistant will guide you to the correct bus, tram or metro stop, the official taxi row, or the pick-up and drop-off lane at the station. 

You can request the 1 Stap Verder service by telephone via NS Customer Service (030 2357822) for the following stations:

 

  • Almere centrum
  • Amersfoort centraal
  • Amsterdam Amstel
  • Amsterdam bijlmer Arena
  • Amsterdam Centraal
  • Amsterdam Sloterdijk
  • Amsterdam Zuid
  • Arnhem centraal
  • Breda
  • Delft
  • Den Haag Centraal
  • Den haag HS
  • Deventer
  • Eindhoven
  • Enschede
  • Groningen
  • Haarlem
  • leeuwarden
  • Leiden Centraal
  • Maastricht
  • Nijmegen
  • Rotterdam Centraal
  • S hertogenbosch
  • Schiphol Airport
  • Utrecht Centraal
  • Zaandam
  • Zwolle

Contact NS Customer Service during your journey

If you have problems during the journey, you can call NS at 030 - 235 78 22, or you can contact NS Customer Service directly via the NS-App. We are standing by 24 hours per day. If you'd rather send a message, you can also contact us via WhatsApp. Simply open WhatsApp from the NS App under the heading 'NS Travel Assistance'. This service will initially be available on weekdays between 09:00 and 17:00, but we will gradually expand the service hours in the future. The NS App always shows if it is possible to send a message via WhatsApp.

Frequently Asked Questions

  • What are the terms and conditions of NS Travel Assistance?

    in order to travel safely, it is vital that you, the passenger, comply with the travel terms and conditions. Make sure that you have booked your entire journey, and check whether your wheelchair or mobility scooter meets the requirements. You can find the Terms and Conditions of NS Travel Assistance here. Please also take the following details into consideration:

    • Request travel assistance at least 1 hour prior to your intended departure time. 
    • State the date, departure time, and departure- and arrival stations for the journey you would like to take. 
    • Unfortunately, it is not possible to request travel assistance for multiple persons. 

    The booking confirmation for your journey with assistance states the meeting point at your departure station. Please report to the meeting point at least 15 minutes prior to departure. Our assistant will help you get on and off the train or transfer between trains. They will also accompany you to the exit at your destination.

  • Which wheelchairs, mobility scooters and luggage can I take on the train?

    The terms and conditions outline which wheelchairs and mobility scooters are permitted on the train. You can register your wheelchair or mobility scooter at: ns.nl/reisassistentie, under 'information and settings', so that we can provide the assistance you need. You must be able to carry your luggage yourself. If you have any questions about your journey, the travel assistant would be happy to answer them. 

    Visit ns.nl/reisassistentie or use the NS app to cancel your journey. To change your journey, call NS Customer Service on +31 (0)30 235 78 22. You cannot change your journey on the website. 

  • How can I change or cancel my journey?

    Visit  ns.nl/reisassistentie  or use the NS app to cancel your journey. To change your journey, call NS Customer Service on +31 (0)30 235 78 22. You cannot change your journey on the website.

  • What if something goes wrong on the way?

    If your trip with travel assistance doesn't quite go as planned, our Customer Service has your back. We'll track your journey and make changes where needed, and you can always give us a call. You can also reach out to our Customer Service straight from the NS app. We are available 24/7. 

  • Why can't I sign in?

    If you can't sign in to ns.nl/reisassistentie, please check your password and request a new password via ns.nl/reisassistentie if necessary. If you still can't sign in, please call NS Customer Service on +31 (0)30 235 78 22. We also recommend reaching out to Customer Service if you didn't get a booking confirmation.

  • How does NS Travel Assistance work with international journeys and other rail carriers?

    Passengers travelling with a wheelchair or mobility scooter cannot reserve a seat on a train online. This can only be done by calling NS International Customer Service on +31 (0)30 230 00 23 or at the NS International Counter in the OV Service Shop. You can request help getting on and off the train in the Netherlands and abroad up to 48 hours prior to departure by calling +31 (0)30 235 78 22 (available 24/7).

  • Can I get passenger assistance travelling to or from Schiphol Airport?

    Absolutely! For help getting on or off the train at Schiphol Airport, you can request NS Travel Assisatnce. The Airport Caddy can help passengers with a functional development get to or from the airport or navigate the airport. For more information, visit Schiphol's own website.