Your rights and obligations as a passenger are defined by European law. Here we explain what this means!
In the Netherlands, public transport regulations are set out in:
- the Dutch Passenger Transport Act and Decree 2000 (Wet personenvervoer 2000 and Besluit personenvervoer 2000) and the corresponding implementing legislation;
- the Dutch Public Transport Accessibility Decree (Besluit toegankelijkheid van het openbaar vervoer);
- Book 8 of the Dutch Civil Code;
- the General Data Protection Regulation (EU) 2016/697;
- the EU Regulation on rail passengers’ rights and obligations (EC) 1371/2007;
- the EU Regulation on the rights of bus and coach passengers (EU) 181/2011.
What this means for you as a passenger is outlined in the Urban and Regional Public Transport Terms of Service.
The regulation includes requirements that carriers must meet with regarding:
- giving travel information
- offering compensation for delays and train cancelation
- special attention for passengers with a disability
- giving information about the complaint procedure
- giving information about the regulation
In practice it means public transport operators must:
- provide clear information about factors listed in Appendix II of the regulations before and during the journey
- if there is a delay, if appropriate, provide a refund or compensation, or meals, accommodation and/or alternative transport. The compensation they provide must be proportionate to the extent of the delay
- where possible, provide access and assistance for disabled persons and persons with impaired mobility
- provide information about how to make a complaint to the official complaints authority
In addition to these rights, passengers also have certain obligations. These are also defined in the regulations.
The regulations apply to all companies that provide rail passenger services. In the Netherlands, the main railway companies are: Arriva, Connexxion, Qbuzz, Keolis, NS and companies operating under the name of NS International.
The regulations also apply to the companies that manage the stations (ProRail and NS Stations).