EC Regulation on Passengers’ Rights
You can find information here about the European Regulation on rail passengers' rights and obligations (Regulation (EU) 2021/782). It describes the rights and obligations of rail passengers. This regulation is also known by the abbreviation PRR (Passenger Rail Regulation). The EC Regulation has been applicable in all EU countries.
Some highlights of the Regulation:
1. Fastest schedule - This can be found for international trips with the Train planner and for domestic trips with the NS Journey Planner.
2. 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.
3. 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 the train company from which you bought your ticket. If you have booked online or via Customer Service, you will also find information via My NSI. You can also opt for compensation for delays. In principle, you request this from the railway company where you bought your ticket (so for example from NS International Customer Service). Read more on the page request money back
4. 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.
5. 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 agreements in place so you can request assistance if you need help getting on or off the train if, for example, you are in a wheelchair or have difficulties walking. For domestic and international travel, this must be done at least 24 hours before departure. For travel from and to Germany, it must be at least 36 hours. You can request it by phone at 030-2357822 or by fax: 030-2353935.
NS International train staff, like NSR train staff, are trained to be attentive to supporting you if you have a mobility impairment. Both when getting on and off the train and during the train journey. They will also then - where possible - give you extra attention during disruptions (unexpected exiting or changing trains). Of course, you must then have made this known as much as possible in advance. For more information on travelling with a disability, see "Passengers with impaired mobility".
6. Processing complaints and requests for compensation for delays - According to the Regulation, passengers should receive a reaction to their complaint within one month.
7. 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.