All train operating companies (TOCs) using the rail network in the Netherlands must comply with rules for train passengers laid down by the European Union (EU). They must provide their passengers with information before and during the train journey and handle complaints correctly. The Human Environment and Transport Inspectorate (ILT) oversees compliance with these rules in the Netherlands.
Information for the train journey
Train operating companies and ticket sellers must provide information on, among other things:
- General terms and conditions: rights and obligations of train passengers.
- Times and conditions for the fastest journey and the lowest fares.
- Accessibility for people with disabilities.
- Disruptions and delays.
- Availability of seats in carriages and classes.
- Conditions of carriage for bicycles.
- The complaints procedure.
Information during the train journey
During the journey, railway companies must provide information on:
- The next station.
- Delays (and consequences for the journey).
- Connecting services (changes, other public transport connections).
- Security and safety issues.
Online and digitally accessible travel information
The information provided must also be accessible both digitally and online. This means that the information provided must also be easy to understand for people who are visually impaired, hearing impaired or have other disabilities. Examples include clear and easy-to-read websites and apps with travel information. Read more about online and digital accessibility in transport.