Pilot launched: report nuisance via WhatsApp or SMS in Limburg trains

From now on, passengers travelling on Arriva trains in Limburg can report nuisance and unsafe situations directly via WhatsApp or SMS.

By sending a message to the phone number, which is displayed on stickers on windows and information screens in the trains, they come into direct contact with a specially trained team that can respond 24/7. The pilot will run for one year and aims to increase the sense of security in public transport. Arriva advises passengers to save the number in their phone for quick access.

"Being able to travel from A to B on the train with a sense of safety should be self-evident for everyone. This reporting service and the increased visibility of the phone number in Limburg’s Arriva trains are designed to make it easier for passengers to get help quickly when needed – especially when the police or other authorities are not a direct option. Together, we can ensure everyone feels safe and heard on public transport," said Provincial Executive Jasper Kuntzelaers.

Passengers send a WhatsApp message or SMS whenever they experience nuisance or feel unsafe on the train. As soon as the message is received, Arriva immediately assesses what action is needed. This can range from contacting the passenger to deploying Service & Safety staff (BOAs).

In 2025, a motion aimed at improving safety and contact options in public transport, was unanimously adopted. With this pilot, the Province of Limburg and Arriva are giving concrete shape to that motion. The accessible reporting service allows passengers to receive support more quickly and incidents to be handled more effectively.

The pilot has been carefully prepared and will be closely monitored throughout the year. Reports and experiences will be collected and analysed to further improve the service.

The reporting service is available on all Arriva trains in Limburg, with the exception of the Drielandentrein (the RE18 tri-country train service) for the time being. This means the following routes:

The emergency number is deliberately not published online to prevent unnecessary calls or messages. The phone number can be found on stickers on windows and information screens in the Arriva trains.

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