Frequently asked questions about track maintenance

If you are forced to take an alternative route because of works, check in and out at the start and end of your journey. The fare will be the same, so you will not have to pay more if you check in and out again. 

Taking an NS Bus as a rail replacement service?
Check out when you leave the train and transfer to the bus. There will be a temporary card reader near the bus. Check in before you enter the bus and check out again when you leave the bus.

If you're transferring back to the train, check in again at the station before boarding the train.

Travelling with another public transport or train carrier?You do not have to check in or out with other carriers if
we recommend travelling with another carrier due to works. Your NS ticket also counts as a valid ticket with other carriers. Your trip will therefore cost the same.

Example: if we recommend travelling by metro, you do not have to check in and out at the metro station. Only check in before you first board the train and check out at your destination.

During works, you can use our rail replacement services. NS replacement buses do not offer first class compartments, nor do most of the other carriers. Unfortunately, we cannot reimburse you for your first class ticket.

If you check in and out at the same stations as usual, your trip will cost the same.

Does alternative route means travelling with a different carrier?
You do not have to check in or out with the carrier if we recommend travelling with another carrier due to works. Your trip will therefore cost the same. Your NS ticket also counts as a valid ticket with other carriers.

Taking an NS Bus as a rail replacement service
costs the same as regular train travel. We do ask that you check out when you leave the station and check in again when you enter the bus.

Are your check in and check out more than 35 minutes apart?
Then you may have to pay more than usual, as the two legs of your trip will be seen as two distinct trips. 

Paid too much?
Answer these questions to figure out whether you are entitled to a refund.

When we schedule works, we also update the itineraries and travel time in the Travel Planner. Your travel time may be longer than usual. Because the works are scheduled in advance, we cannot offer a refund if you reach your destination later than usual.

You are entitled for a refund if your train is delayed by 30 minutes or more relative to the timetable given in the Travel Planner.

No, they are not. You need a valid ticket to use rail replacement services such as the NS replacement bus. Taking the NS replacement bus for part of your journey will not increase your overall fare.

How to check in and out
Check out when you leave the train and transfer to the bus. There will be a temporary card reader near the bus. Check in before you enter the bus and check out again when you leave the bus.

If you continue travelling by train after taking an NS bus, please check in and out at the station.

No, you will not receive a discount because it concerns pre-planned work. We provide transport in the form of NS-buses.

Taking an NS Bus as a rail replacement service?
Check out when you leave the train and transfer to the bus. There will be a temporary card reader near the bus. Check in before you enter the bus and check out again when you leave the bus.

If you're transferring back to a train,
check in again at the station before boarding the train.

No, you may not bring your bike with you on an NS bus. Regrettably, there is no space for bikes.

Yes, suitcases can be stowed in the luggage compartment.

Please be mindful of the following: 

• The vertical gap when boarding the bus
• Long walks to and from the bus
• Prolonged standing while waiting for the bus

If NS is running replacement buses and you are in a wheelchair,
you can use our free wheelchair taxi. Call NS Travel Assistance (on 030 235 7822) or chat with NS Customer Service.

Are you visually impaired and do you need help?
We will help you get to and from the rail replacement service. Call NS Travel Assistance (on 030 235 7822) or chat with NS Customer Service.

No, you cannot enter the NS bus with a wheelchair or other aid. Of course, we do offer you another solution namely a free wheelchair taxi.To book the wheelchair taxi, call NS Travel Assistance (on 030 235 7822) or chat with NS Customer Service.

We will do everything in our power to minimise any inconvenience and will take further action as needed on location to help you.