NS International Reviews 473

I booked a train It was a Sunday night, at 8 pm train(booking no: MWPGRSH) from Brugge to Amsterdam. And that train was not even canceled, that train did not exist. The train you guys sold tickets to, was not even visible in the systems. You guys didn't give any notification. No one knew what happened to that train that day. We had to buy a ticket via Eurostar from Brussels to Amsterdam, which was the latest available train on that day. And I asked a compensation for that train. But NS International declined. Because it was a train operated by them.

So NS Internaitional,
you guys are saying that we can sell any ticket to any train, and we can just disappear it any time we want. We don't even need to inform people about it. And when people complain about it, we can just tell our customers to take care of themselves. How this statement for the rejection of my compensation request "In case of a delay or any other disruptions in the train schedule, you are allowed to board the next, first available international train, but only if this train falls under the same conditions of carriage as the cancelled or delayed train." can be acceptable on late Sunday Night? So you guys are allowed to let your customers suffer, but we are not allowed to choose the most optimal action late Sunday night.

So what we should have done, was find another NS International train on Sunday Night. I am pretty sure there was none that night. So we should do what, spend the night at the train station or in a hotel. Were you guys going to compensate for the hotel cost? I highly doubt that.

And I would love to hear your advice on what we should have done. I mean `we` were 7 people. Let me repeat, 7 people. All of us had to do the same thing. The employees in Brugge advised us to stay at a hotel or take a taxi, and charge the cost to NS International. I told them NS International never compensated for that cost. According to your excuse, I was quite right. We found the cheapest option for ourselves and for you guys as well. And how you guys can tell us that we should wait for the next Intercity train.

horrible,
I take a train from Hoofddrop to Den Hag Lan VAn Noi
the total duration is 38minutes, train had delay as always for 15min

It’s hard to comprehend a company that can operate like this.
I lived in NL for a year and I’ve been constantly amazed at the lack of responsibility, reason, or humanity that this company holds. I don’t understand why they don’t have to follow to the EU travel standards, like giving reasonable compensation when they cancel a train after delaying it for over an hour. They seem to be able to opt out of any responsibility by putting in their terms and conditions that for cancelled international trains they don’t have to provide compensation, pay for accomodation while you are stranded in their very expensive cities, offer any information about what happened with the cancelled train, or offer a new way of getting to your destination.

The most recent example, and last time I will ever use this service, was on a service from Amsterdam to Berlin. After being delayed for over an hour it was finally cancelled. No alternative train was offered and the later services were completely full or also delayed/cancelled. it took an additional 7 hours and considerable additional costs of booking a last minute bus and then an Uber when I arrived at 1am far from my intended destination. NS international takes 6-8 weeks to reply, and doesn’t offer any compensation.

It is disgraceful that such a service can run in a country that is so wealthy and so heavily governed, legislated and controlling in every other aspect.

Expensive, dirty, late, not international friendly, awful customer service. If walking was an option, I would do that. But since it's not I'd try to look for a company that is worth the value for the money.

Poor service. Incapable in content and incapable in human behaviour. I called them to change booking. Ended up with major costs that on hindsight could be prevented. Called them 1 hr after initial call to ask for another correction but that was no longer possible in ‘the system’. No possibility to speak with a team lead, no help, no service, but added a lot of frustration. Hard to reach by phone, complaints are not processed. Whatsapp contact ends with a remark that it can take up to 8 weeks to process a complaint. If you want your customers to run away from you than this is the way to do it. Very sorry, would love to travel by train over car for sustainability purposes, but it’s hard if you cannot get in contact with each other if things do not automatically go as planned.

I would like to range with 0 start the NS company in Netherlands.
Is one of the worse. I have been travelling for one year for work from den Haag to Amsterdam and I always have a delay or I have to change 3 trains to reach to my destination. For the charge 30€ at least respect us that we go for work and we also depend of what time we go to work. They always have strikes and make a mess with the schedule.

Late, as always(!)

Besides being excessively expensive compared to the service provided, constantly late and every train being incredibly dirty on top of this, there's no announcement in English, which is frankly unbelievable nowadays.

First of all, if I pay a 200€ subscription, the least I expect is to have a decent transport service. I know they're doing a lot of maintenance on the railtracks these years to improve the transport, I guess (that obviously with great discomfort of the Dutch and non Dutch population). Meaning it's a lucky exception if your train is on time.

Second of all: the cleaniness. You can't put new trains and not do maintenance or cleaning at all, because in one year they will become obsolete again.
Seems like the cleaning ladies, if there were ever any are striking or cleaning once a month with a dirty mop. Embarassing.

Last, but not least: the English. For the love of God. It's 2024. Even if you go to Pizzo Calabro in Italy, they both speak Italian and in English, if not even in German in the trains.
I am learning Dutch, which means I can vaguely perceive what the drivers or automatic voices are saying.
I live here, but, I wonder...what do tourists do? Get lost? In the Amsterdam-INTERNATIONAL Schipol Airport - Den Haag line only Dutch? Seriously!?!? It's like punching yourself in the stomach three times.

In my opinion, NS doesn't live up to the Netherlands' standards, it doesn't even meet the European standards.

NS International have a departure procedure whereby when the whistle sounds no more passengers are allowed on the train. This is regardless of the fact that there are still passengers lined up to board the train! It’s unbelievable but absolute fact! So what is the point of buying a ticket for a train journey if it DOES NOT guarantee you entry onto the train? We had doors shut on us as we were about to board a train to Brussels with my husband’s arm caught in the door - see previous review. NS not refunding extra tickets we had to purchase to get us to London. Have escalated this to higher authorities in The Netherlands and we will not let this matter rest. This is plain theft and this sham company should be exposed for their shonky operations which are causing much anger, distress and heartache to travellers throughout the world.

Trustpilot must have 0 star option for companies like this.
I bought a ticket from their website. They charged my card but never sent me a confirmation email with booking number.
I tried to reach them on their website and whatsapp but no answer.
Then they wrote back to me but a bit too late.
I had to arrange another transportation by then.

They never gave my money back for the ride I couldnt't take because of them.
This is outright theft!
How can a company like this be allowed to exist in a country like Netherlands!

We booked a ticket from Amsterdam to Bruges with a change in Brussels. On the date of the departure, we received an email notifying us that due to weather conditions, we are advised to change or cancel our tickets. The app let me request the cancellation only of the first part of the ticket from Amsterdam to Brussels, but not for the second part - from Brussels to Bruges, which meant we would get a partial refund and nothing for the part of the ticket from Brussels to Bruges. Their advised phone was not answering when we've called to ask why I would need a second part of the trip if I can't get to Brussels in the first place. We took a risk and came in time for our planned journey, the train departed on schedule, no issues. Despite that, I have received further 5 copies of the same email notifying me that I am required to change or cancel my ticket. The last one came when we were already in Brussels, about to depart to Bruges.

I booked 2 tickets to travel from Amsterdam to Paris Nord, the night before travel for a late evening train. Tickets were 298 Euro/ $325 US. When they came to scan tickets, I was told that our tickets were canceled by the company for unknown reason. I checked my account and sure enough the payment did go through. The conductor told us there was nothing he could do because the booking code was showing cancelled. He provided no explanation ever after calling it in. We were told to either purchase 2 tickets on the spot or get off at the next stop. So we bought 2 more ticketsto get us to paris. Two days later when I got to the states I informed my bank of the situation. I contacted Eurostar through the online chat on NS international website and provided them the booking code and Explained that I was due a refund. I was told to wait to be connected to someone to help. No one ever replied. I reached out via the WhatsApp number that was provided and same thing happened. No one ever replied back after the booking code was given. I never received any emails or communication about the cancelation, and was never made aware of any problems before hand. This happened July 22, 2024 and it is now August 7, 2024 and still no contact. I now see why they have over 80 percent 1 star reviews. Horrible, non existant customer service is what they have. The train ride itself was comfortable and we arrived on time.

NS Amsterdam is an absolute disgrace to the transportation industry. Their rigid e-ticket policy is nothing short of predatory, offering no refunds even for the slightest delays. The customer service is non-existent, with staff displaying a blatant disregard for passengers' problems.

I purchased an off-peak ticket and arrived at the station a mere minute late. Instead of offering assistance, the staff insisted I buy a peak ticket, refusing any refund for the unused off-peak one. This is nothing short of robbery.

The entire transportation system in Amsterdam seems to be in chaos, with GVB being equally terrible. The lack of staff and support is astonishing. And let's not even get started on the NS app - it's easily the worst app I've ever encountered.

If you're planning a trip to the Netherlands, consider yourself warned. The transportation system is a nightmare, and NS Amsterdam is the worst part of it. Just stay in the city and walk or ride would be sensible thing to do.

Ontzettend boos en verdrietig hoe NS International omgaat met trouwe klanten.

Na bellen en de WhatsApp-chat werd ik niet geholpen. Bij het boeken van mijn twee reizen stonden het vertrekstation en het aankomststation omgekeerd door BUG in de app. De klantenservice zei dat ik nieuwe tickets moest kopen! Hoe arrogant!

Ik reis al jaren naar Berlijn, zelfs één keer per maand. NS is het fatsoen volledig kwijt.

Dat dit bedrijf ooit geprivatiseerd is, is naar mijn mening een van de grootste fouten ooit. Ik boek nu alles via Duitsland, en dat is ook nog eens veel goedkoper.

Na jaren klant te zijn, bij een bugfout met de vertrek- en aankomstlocatie. Ik werd niet geholpen en moest nieuwe tickets kopen!

### English translation:

Extremely angry and sad about how NS International treats loyal customers.

After calling and using the WhatsApp chat, I wasn't helped. When booking my two trips, the departure and arrival stations were reversed ofcause the BUG in the APP. Customer service told me I had to buy new tickets! How arrogant!

I've been traveling to Berlin for years, even once a month. NS has completely lost its sense of decency.

In my opinion, privatizing this company was one of the worst mistakes ever. I now book everything through Germany, and it's also much cheaper.

After being a customer for years, a mistake by bug with the departure and arrival locations. I wasn't helped and had to buy new tickets!

I would give it negative stars if I could. I was on a train from Amsterdam Centraal to Den Haag Centraal. Long story short, me and my travel companions & other passengers ended up covered in trash and garbage juice from the bin because the train staff that was "cleaning the bins" was just scattering the garbage that were once contained in the bins to the train like fireworks.

When I tried to contact NS rail customer service, they brushed me off as if it was nothing and refused to offer me any explanation/compensation/notice of follow-up/complaint resolution.

I have attached screenshots of my conversation with the customer service agent on my separate google review as there is no way for me to attach photos on trustpilot. I have also sent a separate email to NS rail with all photo evidence attached, I look forward to your prompt response and resolution of this matter.

Our seats were taken by other people who said they were assigned those seats and we couldn’t find any staff members who could help us! Our train was also delayed and it was quite dirty. Overall it was terribly arranged and very vague! I would definitely recommend against traveling with NS International! It’s a waste of money!

Made a mistake (wrong month selected for two 1st class tickets). Couldn't cancel online. Was finally able to figure out how to make an international call to their customer service (after being on hold on their chat for an hour and all automated cancel/chang options failed me)
The lady told us that if we got to her half an hour earlier then she would've cancelled it for us (thereby providing proof that she had leeway to decide whether to change/cancel tickets like ours because 30min earlier would still be ~1hour outside their 1 hour cancellation policy.) After we begged and screamed, she said she'll ask her "colleague" and told us to hold. After being on hold for 10 minutes the call was dropped.

My experience with NS International customer service was bad.
I requested a ticket cancelation through customer service, and the assistant told me there has been a technical issue, that I need to do it through a claim.
I wrote a claim, exactly as recommended by NS International customer assistant. The claim still hasn't been processed yet. As I called the customer service again, I was told all I can do is wait and it can even take up to 6 months, and it has happened...
So NS International is confirming that it's pretty normal to put your requests on hold for up to half a year.

Overcrowded trains, dirty trains and toilets, mean ticket people. Very poor experience as a disabled person. Worst train I ever took 0/10

Traveling in Netherlands with this train it's very good. Everything cleaning and in time.