Contact

Below you will find answers to frequently asked questions. Do you have a question that you could not find an answer to? Then we would like to refer you to the NS Customer Service. You can find the contact details at: www.ns.nl/en/customer-service.

Frequently Asked Questions

Lost & Found

• Have you lost something at the station?
  Usually, found objects are kept in storage at the station where they are handed in for the first 5 days, free of charge. You can pick up your objects from the station in question. To get your lost items back, all you have to do is show us a valid ID and the unique number of your online search request: enter your request via this link.
  
  After 5 days, lost & found objects are sent to the Central Lost & Found Desk in Utrecht, where they are kept for up to 3 months. We constantly monitor whether a lost item is handed in that matches the description stated on your search request.
  
  Read more on the mentioned website here above.

Useful information

• Where can I buy a ticket?
  At the various ticket machines on the station concourse and on the Proveniers side of the station (outside the gates)
  o At the Service Center on the centre side
  o At www.ns.nl
• Where are the luggage lockers?
  The luggage lockers are located at the north side of the station, next to the escalator to platform 15.
• Where are the toilets?
  The toilets are located across from the entrance of the Stationshuiskamer. The lift/escalator and the stairway are located next to the Service Center. You must check out for this. If you check in again within 35 minutes, there is no charge.
• Where can I change money?
  International currencies are handled by GWK.
• Where can I hire a bicycle?
  You will find the OV-fiets [public transport bicycle] hire office in the bicycle-storage facility. This can be reached via the escalator to the metro on the main concourse (or through the entrance in the square on the city-centre side of the station).
• How do I get to the metro?
  The entrance to the metro is located on the station concourse.
• How do I get to the bus?
  Buses depart next to the Groothandelsgebouw. To get there, take the exit next to Hema.

Checking in and gates

• How do I check in?
  Walk up to a gate with a green arrow. Hold your OV-chipkaart [public transport smart card]/barcode or day ticket right in front of the gate's card reader, check in and the gate opens at the same time. At the end of the journey, once again hold your OV-chipkaart against a gate's card reader to check out and to open the gate.
• Can I check in if I have an OV-chipkaart [public transport smart card]?
  You must have activated the OV-chipkaart in order to be able to travel on NS trains. You must also have enough balance on your OV-chipkaart for checking in. (For an anonymous or personal OV-chipkaart without a season ticket this is €20; for season-ticket holders it is €10).
• Can I simply go through the gates and shop or say goodbye to somebody?
  You can. You check in with the OV-chipkaart [public transport smart card] and if you check out within an hour, you’re refunded the boarding fee.
• I have forgotten to check in at my station of departure. How can I get through the closed gates at my station of arrival?
  On arrival, you can still check out at a closed gate with your OV-chipkaart [public transport smart card]. However, there must be sufficient balance on your OV-chipkaart (€10 if you have a season ticket, €20 if you do not have one). If you forget to check in, you pay the boarding fee.
• How do I get through the gates if I don't have an OV-chipkaart [public transport smart card]?
  You purchase an individual day ticket from the ticket machine.
  • You purchase an e-ticket at ns.nl. You can go through the gate with the barcode on the e-ticket. You can recognise the barcode reader by the 'Scan ticket' sticker.
  • You purchase an OV-chipkaart. You can do so online, through ns.nl or from the OV Service Shop.
  

Other questions

• I'd like to rent a shop at the station, is that possible?
  Please go to www.hurenopstations.nl to check out which commercial spaces are available at our stations. You can express your interest via this website.
• I'd like to organise an event or brand activation at the station. Who can help me?
  Please go to www.mediaopstations.nl to check out the possibilities and costs for these kind of activities. You can express your interest via this website.
• I'd like to open a pop-up store at the station. Who can help me?
  Please go to www.mediaopstations.nl to check out the possibilities and costs for these kind of activities. You can express your interest via this website.