Accessibility 

NS wants travel in the Netherlands to be possible, affordable and sustainable – always and for everyone. This includes passengers with a disability. An accessible train journey is a basic passenger need. Therefore, accessibility is now an integral part of our design processes and we work with stakeholder organisations to further develop accessibility products and services.

Adjustments on trains 

The last upgraded VIRM2/3-type double-decker trains were phased into the timetable in the first half of 2024. These trains have a number of features, including a wheelchair-accessible toilet. The new ICNGs also have a floor-level entrance, a sliding step at the wheelchair ramp, wheelchair spaces in the passenger compartment and a wheelchair-accessible toilet.
We also improved our travel information. Since 2024, the journey planner has featured locations of replacement services, including the walking route and the option to click through. The disruption information page has also been simplified, which is useful for passengers with low literacy levels or mild learning disabilities. In addition, all main guards underwent training in providing travel assistance in emergency situations.

Adaptations for people with a hearing impairment 

In 2024, we explored the options for a 'Click for Tele-interpreter' feature on the service and alarm poles. The results of this research are expected in 2025. We also consulted with interest groups to explore ways of making public service announcements available through another channel in the event of a prolonged train disruption or incident. NS is working on a solution that also displays emergency messages on passengers’ phones by means of push notifications. 

Adaptations for people with a visual impairment 

The 'one step further' service is a service for passengers with a visual impairment who hold a public transport companion card B and travel with NS Travel Assistance. These passengers are escorted to connecting public transport, a taxi or the pick-up/drop-off site. Given the high level of customer satisfaction, this service was available at all 27 NS-staffed stations in the Netherlands last year. 
In 2024, we updated our 'Travelling with a disability' leaflet and texts about travelling with a disability on ns.nl. We also attended the largest accessibility fair in the Netherlands and held workshops at the Oogbeurs (Eye Fair).