Safe train travel with NS
We are committed to making train travel as safe and pleasant as possible. If you ever feel unsafe or if other passengers are being a nuisance, report it to us immediately, so that we can help you right away. You can reach our control room 24/7 and our train and station staff are always there to help.
Report unsafe situations by sending a WhatsApp or text message
Our control room is open day and night. To report an unsafe situation or nuisance in the train or at the station, send a WhatsApp or text message to 06 13 18 13 18. If you need the emergency services, call 112.
What will we do with your report?
No two situations are the same. In some cases, we will call our Safety & Service team or the police. In other cases, the train conductor will speak to passengers causing a nuisance or call in assistance when they reach the next station. Other issues can be solved simply by offering a listening ear and de-escalating the situation. Whatever happens, we can keep train travel safe together.
What should I do when I spot an unsafe situation at the station?
The most important thing is to put your own safety first and keep your distance. Here are some useful tips to protect yourself and others:
- Alert NS staff or use the SOS button on the Service & Alarm posts next to the ticket gates and on the platforms
- In serious situations, call 112 immediately and pass on your location or train wagon number
- Ask for help or assist fellow passengers where possible and necessary. You're stronger together
- Reassure the victim and provide first aid if possible
- Try to remember distinctive features of the suspect. Make a note of important details and take photos if you can do so safely.
- You may only apprehend the suspect if it is safe to do so. Do not resort to violence unless absolutely necessary
What should I do in the event of an emergency in the train?
In case of an accident or a train fire, it is important to respond quickly and safely. Always follow the instructions on the green stickers near the train doors:
- Warn the train staff or call 112
- Follow the instructions given by train staff
- Keep the aisles, doors, exits and fire extinguishers clear
- Go to a different train wagon if necessary or if instructed to by train staff.
- Only use the emergency door release in an emergency. Important: moving trains may still pass.
- Help your fellow passengers if it is safe to do so. If you need help yourself, do not hesitate to ask others for assistance.
What to do during an emergency in a tunnel
Tunnel fires are very rare. Here is what to do to keep yourself and others safe in the unlikely event of a tunnel fire. Warn train staff if you see or smell smoke or fire. They will alert emergency services immediately. Follow the instructions given by train staff. The conductor or train driver will announce the instructions in the train.
- Do not use the emergency brake. Doing so will only delay the evacuation.
- Leave your luggage behind and keep the aisles clear.
- Wait for the train to come to a standstill. Wait for the doors to open before leaving the train.
- Wait for all doors to open before leaving the train. Press the button near the exit to open the door on the safe side.
- Follow the green arrows to the nearest emergency exit. Ask your fellow passengers for help if you need assistance.
Frequently Asked Questions
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Where can I find a Service and Alarm Pole?
At all NS stations, you will find Service and Alarm Poles located on the platform or near the entrance gates. These poles are available 24/7 to provide you with information. The Service and Alarm Pole has two buttons:
- A blue service button (top button)
- A red SOS alarm button (bottom button)
Both buttons are labeled in braille for added accessibility. The talking part is designed to be accessible if you're in a wheelchair.
In case of an emergency, you can use the red SOS button on the Service and Alarm Poles.
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How do we ensure the safety of our travellers?
Safety for our passengers is a priority. Every day, we work with the government, ProRail and the police to make public transport safer:
- Many stations have cameras continuously monitoring the situation
- Station gates reduce the risk of undeclared travel and increase social safety
- We regularly carry out safety checks on trains and stations
- Our Safety & Service staff are specially trained to act quickly and decisively
- We work closely with municipalities, other transport operators and emergency services to further improve social safety
Thanks to these efforts, 90% of passengers feel safe at the station and on the train. We remain committed and continuously look for improvements to make your journey even safer.
Facilities at and around the station
A wide range of facilities are available at or around the stations.
Facilities in the train
The Intercity trains and Sprinters are equipped with a wide range of facilities.
House rules at the station and in the trains
Certain house rules apply at the stations and in the trains.