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Safe travel with NS

We do everything to make your journey safe and comfortable. If you feel unsafe or experience nuisance, report it immediately so we can assist quickly. Our control centre is available 24 hours a day and our staff at the station and on the train are always ready to help you.

Safety of passengers and staff

At NS, the safety of passengers and staff is our top priority. We continually work to make travel as safe as possible for everyone. That is why all our senior train conductors will have a bodycam by 2026. Our Safety & Service staff have already been equipped with bodycams to protect your safety and their own.

Wearing a bodycam helps to de-escalate situations and increases the sense of safety. The senior train conductor or Safety & Service staff start recording if a potentially unsafe situation arises. This way, we continue to work on making your journey and ours even safer.

Report an unsafe situation via WhatsApp or SMS

Our control centre is available around the clock to support you. If you experience nuisance or wish to report an unsafe situation, send a WhatsApp or SMS to 06 13 18 13 18. If you need immediate help from the police or ambulance, always call 112.

What happens after you report a situation?

Every situation is different. Sometimes we involve our Safety & Service team or the police. The train conductor can address travellers causing nuisance or request assistance at the next station. At times, simply listening can help calm the situation. Together, we ensure a safe journey.

What should you do in an unsafe situation at the station?

Your safety is our top priority. Keep your distance and follow these tips:

  • Ask NS staff for help or use the SOS button on the Service & Alarm pillar at the gates or on the platform
  • In serious situations, call 112 immediately and provide your location or train number
  • Offer assistance to fellow travellers where it is safe to do so
  • Reassure any victims and provide first aid if you are able
  • Note any descriptions of a suspicious person and take photos only if it is safe
  • Only detain a suspect if it is safe and until the police arrive. Do not use unnecessary force

What should you do in an emergency on the train?

Quick and safe action is vital during an accident or fire on the train. Follow the instructions on the green stickers by the train doors:

  • Alert the train staff or call 112
  • Follow the instructions from staff
    • Keep aisles, doors, exits and fire extinguishers clear
    • Move to another part of the train if necessary
    • Open doors only using the emergency release in an emergency
    • Assist fellow travellers where it is safe. Request help yourself immediately if needed

Additional steps during an emergency in a tunnel

Fires in tunnels are rare. If one occurs, it is helpful to know what to do. Alert the train staff if you smell or see smoke or fire. They will immediately contact emergency services. Stay calm and follow staff instructions. The train conductor or driver will also make this announcement:

  1. Never pull the emergency brake as this delays evacuation
  2. Leave your luggage behind and keep aisles clear
  3. Only leave the train once the doors are unlocked and press the button on the side of the escape route to open them
  4. Follow the green signs to the nearest emergency exit
  5. Ask fellow travellers for help if needed

Frequently asked questions