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Saftety onboard the trains

It is important to us that every train journey you make is safe. However, if you feel unsafe on the train, you will find information on this page on what to do to get help.

Where can you get help in an emergency?

Our train staff is there to help you. If you are unable to contact the train staff onboard, please contact our security service by calling 0800 132323.

What sort of emergency is it?

Disturbing or threatening behaviour

  • Whenever possible, always contact the train crew first. On long-distance trains, you’ll find the conductor's office in the service carriage. On local trains, you can contact the train driver via the train’s SOS button if necessary.
  • If you cannot reach the conductor, please contact our security service: 0800 132323. Inform the train number (e.g. IC 9, commuter train Z), where you are travelling to/from, as well as the estimated location.
  • The security service is on call day & night, every day 24/7.
  • In case of disruption, do not leave the train. Wait for instructions from the train crew.

Health or life-threatening emergency

  • In the event of an emergency, always call 112 first.
  • On long-distance trains first aid kits are located both in the restaurant cars and at the conductor's workstation. All long-distance trains are equipped with a defibrillator.
  • On commuter trains, the train driver has a first aid kit. You can make an emergency call to the driver in the train's vestibule.
  • Defibrillators can be found on major railway stations.
  • Please note! Medical ventilators and CPAP devices should be connected to a battery because the power supply on the train is not uninterrupted.

Seek safety from other passengers

If you feel unsafe on the train, try to stay calm, if possible, and move closer to other passengers or change seats.

Where can I get help on the train?

Commuter trains

On commuter trains, you will find the security number and other safety instructions above the outer door in the vestibule of each carriage. You can contact the train driver by pressing the SOS button in the vestibule.

Long-distance trains

On long-distance trains, you can always ask the train crew for assistance. When the conductor is not checking tickets, you can find them at their workstation in the service carriage (coach 4 on InterCity trains, restaurant car on Pendolino trains) .

Rail cars

You can contact the train driver by pressing the SOS button in the vestibule.