The following conditions are applicable for transport agreements made with the supplier of the NS International product, NS International BV or Thalys Nederland NV.:
Did you buy a ticket online or by phone and do you want to cancel or change it? Check the conditions of your ticket in MyNSI or go to Changes and cancellations.
The EC Regulation has been applicable in all EU countries.
Some highlights of the Regulation:
1. Fastest schedule - can be found for international trips with the NS International Train planner and for domestic trips with theNS Journey Planner.
2. Cheapest ticket - On the websites of both NS.nl and NSInternational.nl you will find up-to-date fares and promotional offers.
3. Up-to-date travel information - Information about connecting trains on international journeys can found with the NS International Train planner and on domestic journeys with NS Journey Planner. Adequate information can also be found on the train and at the train stations.
4. Delays or cancellation - When trains are delayed for 60 minutes or more or cancelled, passengers can choose to be compensated in one of two ways: a) return home and ask for a refund or b) ask for compensation for the delay. You can also choose to continue the journey or transportation along another route to the final destination at the earliest opportunity or on another date and under similar transportation conditions. To do so, please contact NS International Customer Service at 030-2300023. You can submit your request for compensation for the delay with the train company from which you bought your ticket (e.g. NS International Customer Service). It is also possible to submit the compensation request directly with the train operator. Read more on the "Compensation for delay" page.
5. Missed your train? Options and costs may differ per situation, carrier and ticket. Please consult an employee at a sales desk for international train tickets or contact the NS International Customer Service via +31 (0)30 - 2300023.
6. Passengers with impaired mobility - The European Commission highly values making train travel as accessible as possible so that people with a disability can also travel by train. They should not be discriminated against. Fortunately, NS already has good rules and arrangements in place so that people who need help on entry or exit because they are in a wheelchair or have difficulties walking can apply for assistance. Assistance needs to be requested at least 48 hours prior to departures on international trips and 24 hours before domestic trips.
Requests for assistant can be made by phoning +31 (0)30 235 78 22 or faxing +31 (0)30 235 39 35. International train personnel, as well as NSR train personnel, have been trained to support this group, both on and off the train as well as during the train journey. They will also – when possible – give extra attention to people with disabilities when disruptions occur (unexpectedly having to leave or change trains). Of course, these people do need to make this known as far in advance as possible. For more information regarding train travel with a handicap, read "Passengers with impaired mobility".
7. Processing complaints and requests for compensation for delays - According to the Regulation, passengers should receive a reaction to their complaint within one month.
8. Supervision - In all EU countries the government will designate an enforcement body to supervise. This enforcement body shall ensure compliance with the Regulation. In the Netherlands this is ILENT (Inspectie Leefomgeving en Transport). Passengers can reach ILENT by phone: +31 (0)088 489 00 00 or via the website: www.ilent.nl.