Frequently Asked Questions 'From Trip to Journey'
Read everything about the new rules for checking in and out when transferring.
What is an interrupted transfer?
An interrupted transfer is when a traveller checks out and then checks in again, for example, during a transfer, or when buying something in the station concourse. When you transfer from one carrier to another, this is also referred to as an interrupted transfer.
At which stations do I have to go through gates when transferring?
This applies for the following stations:
- Amsterdam Muiderpoort
- Amsterdam Zuid
- Amsterdam Bijlmer ArenA
- Amsterdam Sloterdijk
What do we mean by the area inside the gates?
Until 1 September 2016, some travellers had problems with interrupted transfers. Travellers who had to go through gates to continue their journeys may have accidentally been charged a higher rate. Travellers with the following discount products may have been affected
- Dal Voordeel [Off-peak discount]
- Altijd Voordeel [Always discounted]
- Dal Vrij [Any off-peak hours]
- Weekend Vrij [Unlimited weekend travel]
- Traject Vrij [Any route]
- NS-Business Card with Dal season ticket
- NS-Business Card with Traject Vrij [Any route] season ticket (when travelling outside the specified route)
NS deemed it unfair that travellers were negatively affected by station layout and decided to do something about it.
Why are there some stations where travellers have to pass through the gates to transfer between trains?
These are often stations with shops, catering facilities or toilets outside the gates, which means that transfer travellers can also use them.
During your journey, you can check out and back in again within 35 minutes without losing your long-distance discount. You can then continue your journey in the same fare period (off-peak or rush hour). Please bear in mind, however, that when you check in again, you must have at least € 10 (for season ticket holders) of € 20 (for non-season ticket holders) balance on your OV-chipkaart.
What if you just want to buy something at the station or wave someone goodbye?
You can check in and out at the same station free of charge within 60 minutes.
The first check-in determines the rate. How does that work?
The first check-in determines the rate for your entire journey. Therefore, if you check in during off-peak hours, this rate continues to apply, even if you make a transfer during rush hour. Checking out and in during your journey to buy a sandwich does not affect the price of your journey. You must check in for the rest of your journey within 35 minutes. If you do not, your second check-in will determine the fare for the rest of your journey. Therefore, if you continue your journey during rush hour, you will pay the full fare.
Please note: this also works in reverse. If your first check-in was during rush hour, this rate continues to apply.
Why does it work both ways? Isn't the off-peak rate cheaper?
First of all, we want to be consistent and request predictable prices. In addition, it is not always cheaper to travel with the off-peak rate. After a change to the rate, the minimum travel distance resets. This then cancels the accumulated long distance discount.
Does the first check-in also determine the rate when you transfer to another train carrier?
- Yes, that is the case with NS Flex. The moment at which you check in determines whether you travel at a discount, including if you transfer to another carrier.
- No, not with the other NS season tickets. With these, transferring to another carrier means a new check-in. This new check-in determines whether you travel at a discount, and works both ways.
What if a disaster occurs?
Under exceptional circumstances, the train may be unable to continue its journey. You will then be brought to the station by bus (for free). In such cases, the train staff will check out your OV-chipkaart for you.
Before continuing the next leg of your journey, you check in again. It is possible that the time between checking out and checking in again is more than 35 minutes. This could cause you to continue your journey with the rush hour rate, even though you checked in with the off-peak rate.
In cases like this, you should contact NS Customer Services. They will check whether you are entitled to a refund. If you were delayed for more than 30 minutes, then you are certainly entitled to compensation.
If you have any other questions about the new travel principle, please feel free to contact NS Customer Services. We would be happy to help you.