General terms and conditions
urban and regional public transport 2015
These general terms and conditions urban and regional public transport are applicable to the use of
urban and regional public transport
A copy of these General Terms and Conditions was filed with the District Court
Note: This English version of the Terms and Conditions is the translation of the Dutch version. In any
event the (wording of the) Dutch version prevails and is binding for all parties involved.
Table of Contents
Chapter 1: What is the object of these General Terms and Conditions?
Chapter 2: What does the transport company offer you?
Chapter 3: What is a ticket and when is it valid, invalid, or not needed?
Chapter 4: What can you take with you when you travel?
Chapter 5: Lost and found property
Chapter 6: What you cannot and must do during your trip, at the stations and in the waiting areas?
Chapter 7: What are your rights if your trip does not proceed as expected?
Chapter 8: Information on facilities for passengers with an impairment
Chapter 1. What is the object of these General Terms and Conditions?
1.1 These general terms and conditions are applicable to all agreements you enter into with a provider of urban and regional public transport by bus, tram, light rail, metro, or regional public
transport by train. This means that these terms and conditions are applicable to, inter alia, your
transport and accommodation agreements with an urban or regional public transport company
and to all agreements that you enter into with an urban or regional public transport company in
relation to a specific product. These terms and conditions also include both your and the
transport company's mutual obligations with regard to the use of vehicles, stations or stops. The
terms and conditions are also applicable if you use a substitute vehicle operated by the urban or
regional transport company.
1.2 These general terms and conditions provide you with information on both your and the transport
company’s rights and obligations. In addition to these general terms and conditions additional
product terms and conditions are applicable to specific travel products, e.g. season tickets and
discount products. In these product terms and conditions you can, for instance, read how long
your travel product is valid or when you can terminate it.
1.3 These general terms and conditions can be changed. These changes shall only enter into effect
after representative consumer organizations have been consulted in connection therewith. As
the occasion arises, changes of the general terms and conditions shall then apply to all new and
existing transport agreements and accommodation agreements.
Changes of the general terms and conditions are announced on the websites of the transport
companies no later than one month prior to the effective date of these changes. If the public
transport company has a compelling interest in a change of these general terms and conditions
then a notice period shorter than one month can be applied.
Public transport companies shall make every effort to reach agreement with representative
consumer organizations about intended changes of these general terms and conditions. Should
public transport companies fail to reach agreement with these representative consumer
organizations, while such agreement had been reached on the previous version, then a note to
that effect shall be included in the changed general terms and conditions.
Chapter 2. What does the transport company offer you?
2.1 The transport company commits to transporting you safely according to its published timetable
and shall endeavor to offer you a seat. Should no sufficient capacity be available in the vehicle
then the transport company may refuse to transport you. In cases of transportation failure,
outage or strike, the transport company shall be entitled to carry passengers at different times
and on different routes and/or to employ alternative means of transportation. The transport
company shall endeavor to inform you accordingly as soon as possible, and to, where possible,
inform you of the reasons, the measures to be adopted, and the potential duration of the delay.
2.2 The timetable shall at least provide information regarding:
a. the days when the runs are available;
b. the departure times, the arrival times at stops and the times in-between.
The departure times of the vehicle from the point of departure of a route are determined based
on the transport company’s service clocks, or, failing the same, the timepieces of its personnel.
The transport company changes its timetable at least once a year, and in any case on the
Sunday following the second Saturday of December.
Chapter 3. What is a reservation and when is it valid, invalid, or not needed?
3.1 If you use public transportation or facilities associated with it, you must reserve a seat.
A resrvation indicates the existence of an agreement between you and the transport
company. You cannot use the same reservation with more than one transport company or more than once.
3.2 You must make payment of the fare before, at the start of, or at the end of your ride, unless the
transport company determines otherwise.
3.3 Unless indicated otherwise by the transport company, payments to the transport company for
bookings must be made in the legal tender of the Netherlands. Where it is possible to pay for a
ticket on board the vehicle, payment should preferably be effected using exact change. The
variety of payment methods at vending machines may be limited.
3.4 Immediately upon reserving a seat, you must check for a confirmation fom the driver.
3.5 The transport company may inspect the validity of a ticket before, during or after a ride.
3.6 A reservation is not valid, if you are in breach of the rules and obligations set forth in Chapter 6
concerning the use, inspection and misuse of tickets. Upon issuing proof of receipt, the
transport company is entitled to withdraw your ticket and order you to exit the vehicle or have
you removed, if:
a. you are in breach of or fail to comply with the law or a contractual provision concerning the
transportation and the transport company cannot reasonably be expected to transport you any
b. i there is no confirmation from the driver;
c. the terms and conditions for obtaining or paying for the ticket have not been met.
3.8 A reservation shall in any event not be valid, if:
a. if there is no conirmation from the diver, you reservation will ve considered to be invalid;
b. it has been modified in an unauthorized way;
c. it has been manipulated or forged;
d. it is illegible or no longer adequately legible;
3.9 The following passengers need not be in possession of a reserved seat:
a. Children under the age of four, when they do not require a separate seating space.
b. One person of at least twelve years escorting a passenger.
3.10 You must make sure that your confirmation was successful. Should it not be possible to check in
due to technical failure of the system, the transport company may ask that you procure a valid
proof by another means.
3.11 A boarding fare may be deducted from the available electronic credit on the card when
3.12 Should an electronic debit be made to your card exceeding the travel fare of the ride, you are
eligible for compensation from the respective transport company for a period of no longer than
three months. In this situation you will need to follow the rules and procedure of the respective
transport company in regard of receiving compensation.
3.22 In the event of a dispute or in the exercise of one of your rights, send a mail with proof to the
support team and appropiate disciplinary action shall be taken against the accused.
Chapter 4. What can you take with you when you travel?
You may take the following items and animals with you when you travel:
4.1 Under the conditions set forth in this section, living animals may be carried free of charge in a
readily portable hamper, bag or other object that can be placed on the ground or on your lap.
Dogs may be transported in other ways, as long as they are kept on a short leash.
Should the animal occupy a seating space, then its escort shall owe the applicable fare on the
4.2 The animals cited in section 4.1 may not be carried if they in any way whatsoever could
represent an inconvenience for passengers or personnel, or if they are suffering from a
4.3 The personnel shall judge whether an animal is eligible for transportation according to the
provisions of sections 4.1 and 4.2.
4.4 You may bring a dog escorting a disabled person with you free-of-charge, if the dog is a
recognized guide dog (in training) for visually impaired persons, or service dog (in training)
recognized as such by the Dutch Foundation for Service Dogs (Stichting Hulphond Nederland).
4.5 You may bring hand luggage (including a folded foldable bicycle) with you on the condition that
sufficient room is available for it in the judgment of the transport company.
4.6 The transport company may deny you access to the vehicle or ask you to exit it, if, in its
judgment, your hand luggage could represent a danger, pollution hazard or inconvenience for
4.7 Hand luggage must be placed in such a way as to not block the exits (including emergency
exits) and does not obstruct passengers or personnel from boarding or exiting and does not
represent an inconvenience to them. Hand luggage may not occupy seating space at
stations/stops or in a vehicle insofar as a passenger claims the seat in question. You are
yourself responsible for loading and unloading your luggage.
4.8 You are under obligation to mind any luggage you bring with you on a vehicle.
4.9 Unless expressly prohibited by the transport company, you may bring a bicycle with you on a
train in the areas designated for that purpose on the condition that sufficient room is available
for it in the judgment of the transport company.
4.10 Unless expressly prohibited by the transport company, you may bring a bicycle with you in the
subway in the areas designated for that purpose on the condition that sufficient room is
available for it in the judgment of the transport company.
4.11 If the transport company indicates that a fare is owed for transporting a bicycle, you must be
able to present a valid ticket for it.
4.12 You may bring a buggy with you on the condition that sufficient room is available for it in the
judgment of the transport company. When inside the vehicle, you must apply the buggy’s brake
and follow the instructions of the transport company.
4.13 The transport company may refuse to transport the buggy out of safety considerations.
Wheelchairs, rollators, mobility scooters and other electrically powered vehicles
4.14 You may bring a wheelchair, rollator, mobility scooter or other electronically powered vehicle
with you as long as the option and sufficient capacity to do so are available and the device
conforms to the transport company's requirements - maximum dimensions L: 120 cm, W: 70
cm, H: 109 cm.
4.15 When inside the vehicle, you must apply the brake on the wheelchair, rollator, mobility scooter
or other electronically powered vehicle and follow the instructions of the transport company.
4.16 The transport company may refuse to transport the wheelchair, rollator, mobility scooter or other
electronically powered vehicle out of safety considerations.
4.17 Mobility scooters and other electronically powered vehicles may not be transported on buses.
Chapter 5. Lost and found property
5.1 Should you find an object or an amount of money inside the vehicle or at a station or in a
waiting area then you must report this to the transport company as soon as possible. The
transport company is legally authorized to take an object or an amount of money into
safekeeping against the issue of proof of receipt. When keeping a found object or amount of
money with yourself, you must do everything that may within reason be expected of you to
locate the owner or person who lost the item(s).
5.2 The transport company may sell or eliminate a found item. It may do so immediately in cases
where it deems the item unfit for safekeeping. In cases where the transport company deems the
item to be worth less than €450, it may sell or eliminate the item after three months. In cases
where the transport company deems the item to be worth €450 or more, it may sell or eliminate
the item after twelve months. The transport company shall deliver a found item, the proceeds
from the sale of a found item, or an amount of money that was found, to the person entitled to it,
if that person presents themselves within 13 months after the item was handed in. The transport
company may apply reasonable safekeeping and administrative fees for processing a claim to a
lost item or amount of money. If the person entitled to the proceeds from the sale of a found
item claims them, the transport company may deduct reasonable safekeeping and
administrative fees from these proceeds.
Chapter 6. What you cannot and must do during your trip, at the stations and in
the waiting areas? Conduct and instructions
6.1 Inside a vehicle or at stations or waiting areas, you may not behave or occupy a space in such a
way as to compromise safety or disturb (or potentially disturb) peace and order or proper
6.2 You may not obstruct personnel in any way whatsoever in performing their tasks.
6.3 You may not take photos or make video or audio recording of personnel, nor publish them,
without the consent of the personnel included.
6.4 Inside a vehicle or at stations or waiting areas, you may not smoke or hold a burning pipe, cigar
or cigarette (including electronic cigarettes), unless you do so in an area specially designated
for that purpose.
6.5 In the absence of emergency, you may not exit or board a vehicle in any other way than by
using the designated entrances or exits at a designated stop.
6.6 You may not misuse emergency brakes, emergency hatches or exits, emergency door-opening
functions, emergency buttons at turnstiles, SOS buttons on service and alarm panels, or any
6.7 You may not cause damage to waiting areas, vehicles, works and installations pertaining to
stops or stations, or any other property belonging to or being used by the transport company. If
you do cause damage, you shall be liable for any damage caused by your actions or
negligence, or any damage caused on account of your hand luggage, unless the damage was
caused by circumstances beyond your control as a conscientious passenger and as result could
not be avoided by you. The transport company shall determine the amounts of damages
according to reasonable judgment. You may present counter-evidence in this regard. Should
the transport company determine that the damage exceeds € 227, it shall provide evidence of
the monetary amount of the damage.
6.8 You must follow the transport company's rules on display or notices, or as instructed by the
transport company's employees, concerning, among other things, peace and quiet, order,
safety, and proper business operations.
6.9 You may not board a vehicle with a confirmation that has been modified in an unauthorized way, or has
been blocked, or is illegible (including by electronic means), or invalid for the section of the route
you are traveling on, or that is not valid for you but for another person.
6.10 You may not be at a station or waiting area without a valid confimation, for which access is expressly
prohibited in the absence of a valid ticket.
6.11 You may not obstruct inspection of tickets.
6.12 You must be able to show that you are in possession of a valid ticket upon first request.
6.13 You are entitled to ask the driver for a means of identification by means of a legally valid ID.
Chapter 7. What are your rights if your ride does not proceed as expected?
7.1 If a legally applicable surcharge was imposed on you because you were traveling without a valid
confirmation on account of the lack of a functioning ticket machine at the station at which you boarded,
or you were unable to check in on account of a technical failure , you shall be released from liability
for said surcharge upon submitting a request to this effect to the transport company.
Chapter 8. Information on facilities for passengers with an impairment
8.1 You may obtain information on facilities for passengers with an impairment at stops and stations
and on vehicles from the customer service departments or websites of the transport companies.
8.2 You may submit a complaint or dispute concerning the accessibility of public transportation for
passengers with an impairment to the transport company, as indicated in chapter 7 of these
terms and conditions of transportation.