Travel rules and terms of service

• You must have a valid ticket for your journey If you cannot produce a valid ticket, you will have to pay the fare for your journey plus a penalty fare
• Please put your litter in the bins provided for this purpose
• Consumption of alcohol is forbidden.
• Please put your luggage on the luggage racks or under your seat
• You may not eat or drink on our services, but you are welcome to bring water
• Please consider other passengers, and do not play loud music or make loud phone calls
• Keep pets on a short leash
• You are not allowed to smoke (this also applies to e-cigarettes)
• Do not wear inline or roller skates on buses for your own safety
• Do not put your feet on the seats
• Wheelchairs must not be more than 120 cm long, 70 cm wide and 109 cm high. This is the maximum size allowed by European guidelines
• There is space for prams and strollers in the middle section of the bus
• The emergency button and emergency hammer may only be used in dangerous life-threatening situations. Misuse is punishable by law
• Always follow the instructions of our staff
• You may not film or photograph staff or passengers without their consent
• We do not accept cash. You can pay with a (contactless) debit or credit card.

These Terms of Service apply to urban and regional public transport and regional public transport on trains.

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).

If you feel that, in handling your complaint, the operator does not follow the regulations, you can make a complaint to the Human Environment and Transport Inspectorate (ILT). Go to the ILT website or call 088 4890000. You can also make a complaint to the Public Transport Complaints Desk Klachtenloket Openbaar Vervoer (this service is only available in Dutch) or the Dutch Foundation for Consumer Complaints Boards.