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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 to buy something in the station concourse. When a traveller transfers 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
  • Den Haag Centraal
  • Hilversum

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
  • Altijd Voordeel
  • Dal Vrij
  • Weekend vrij
  • Voordeelurenabonnement
  • Traject vrij
  • NS-Business Card with Dal season ticket
  • NS-Business Card with Traject Vrij 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 establishments or toilets outside the gates. This way, transferring travellers can also use these facilities.  

The first check-in determines the rate. How does that work?

The first check-in determines the rate for the 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 an in during your journey to buy a sandwich does not affect the price of your journey.

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?

No, when transferring to another carrier this does not apply. 

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.

Any questions?

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.