NS International Reviews 471

This company doesn't allow you to make adjustments on a train reservation you make almost a week in advance.
I accidentally clicked on the wrong ticket and found out after payment. When I contacted the company they said they couldn't undo my reservation which is complete bullshit.
These people are scammers and steal people's money.

This company is a SCAM and they are thieves.
After accidentally clicking the wrong option for an international ticket between Holland and Germany almost a week in advance I cannot make adjustments to my reservation!
I want my money back, lowlife criminals!

Whats up NS? Keep on lying to your customers???
Train from Antwerp supposed to be a direct to Lelystad
In the app it says direct and at the same time on the board it says destination Amsterdam Zuid!!! What’s the truth
Hardly never does this train go directly between Antwerp and Lelystad or visa versa … however it never shows in the app or only last minute … why! Just be honest

Expensive; tried to talk to a online customer service via chat; never answered my question and came back 40 minutes later and said please fill in this questionaire about your experience.

Amsterdam -Bratislava. 90 minutes delay at the apocalyptic hellscape they call Frankfurt on top of the already slated 90 minutes wait. So by the time I got to the border of Austria the app reported the Vienna -Bratislava transfer was no longer possible. But no in app solution - just ¢$£ you and goodnight! Ok then on the app to an NS repeesentative. Solution - I have to report to the train manager (whatever the @#€& that is) of any train to Bratislava. After 12 hours travel Im still about 4 or 5 hours away from an uncertain destination. I probably could have flown up and down to India by then. So i just bought a flight from Vienna to Amsterdam for Monday instead of using the return as I just cant do the return on this luxurious slow turd tube with so much uncertainty and another stopover in Germany whose towns look like the set of Joker. It's a pity I cant review Germany. Theyd get bugger all stars.

Train got cancelled mid trip and it was the last train in the day. After being stationary for 5 hours in the middle of the night, unable to sleep or leave the train, they call for busses to continue the journey. Instead of arriving at 11:30PM I arrived at 6AM home and had to get a vacation day from work on my expense and a taxi from station to my home which they refused to compensate. So I technically paid 4x the price of the ticket for a horrible ride. Thank you NS for your great service

TRASH. TRASH. TRASH.

'Wat vervelend' is all the customer agent knows to say.

I try to change my booking dates and when I go to pay on website, the website crashes and somehow I am not allowed to make further changes to my booking and I have to call customer service.

Now what a surprise, one customer agent tells me that no 'servicekosten' will be charged since the website WON'T let me do any changes. Now the OTHER customer agent tells me she will have to charge me 'servicekosten' because I won't open the CHROME browser on a ** PC or Laptop that isn't 'MAC'. WTH? since when is this ** a real reason?

Garbage workers. Doing as if they own the company. Company could care less if you worked for them or not.

Terrible. Your train will get cancelled. 3 times out of 4 I travelled between Brussels and Amsterdam/Almere, 2 times last minute cancellation, one time I was just dropped in the middle of nowhere. "Last stop, there was an accident. Maybe try to find some buses" Ended up having to take an expensive Uber to make my appointment (late)

I am writing to file a formal complaint regarding the handling of my booking for a round trip from Rotterdam to Lille last Sunday, and the major inconvenience and financial loss caused by repeated cancellations and incorrect actions taken by your customer service agents.

1) Initial cancellation and request for a partial refund (outbound only)
The night before my outbound journey, my first train was cancelled. While I understand that cancellations can happen, I immediately contacted customer service to request a refund for the outbound trip only (Rotterdam → Antwerp and Antwerp → Lille), since my return trip was still valid.

During this call, the agent repeatedly referred to “cancelling the booking.” I explicitly clarified several times that I wanted only the outbound journey cancelled, not the entire booking.

To be sure, I called again on Saturday night to confirm that only the outbound was being cancelled/refunded. The second agent assured me that everything was correct and that I would only be refunded approximately €70 (the outbound portion). Based on this confirmation, I felt confident purchasing an alternative outbound ticket (at a significantly higher price).

2) Second cancellation on the day of departure and travel disruption
On the day of departure at the station, I discovered that the newly purchased train ride was also cancelled, which I find unacceptable. In addition, taking the next available train would have caused me to miss my connection in Antwerp and therefore risk not reaching Lille as planned.

After spending approximately 30 minutes trying to reach customer service, I was told I could take the next EuroCity train. This still caused me to miss my intended connection, and I ultimately arrived in Lille much later than scheduled.

3) Incorrect cancellation/refund of the return trip (despite explicit confirmation)
At the end of the day, when I went to travel back to Rotterdam, I opened the NS International app and noticed that my return tickets had disappeared. After contacting customer service again, I was informed that an agent had mistakenly cancelled and refunded the entire booking, including my return trip—despite the fact that I had clearly requested (and double-checked) that only the outbound portion be cancelled.

As a result, I was left late at night without a valid return ticket for a journey I had already paid for months ago. At that time, most trains were sold out, and I could not easily purchase a replacement ticket through the app. This caused significant stress, especially since I had to work the next day and the train was my main option to return home.

Eventually, I was forced to arrange alternative transportation (similar to FlixBus) at the last minute, at a very high price.

Summary of impact
Due to incorrect handling by customer service and lack of transparency:

I lost the return ticket I had paid for (incorrectly cancelled/refunded).
I had to pay more than double overall to complete the trip.
I experienced major stress, uncertainty, and delays caused by repeated cancellations and incorrect support.
I am sharing this feedback because the situation was unfair and avoidable, and I hope your processes and customer service quality will improve so that other customers do not face similar consequences.

WARNING!!!! Do not book any tickets online at NS International!!!!! Their booking system has a bug which means you end up with the wrong ticket if you are booking from a different timezone. The bug is known to NS International but they don't seem to be bothered about it and interested in solving this. We booked tickets for 48 euro and rebooking them cost us another 32 euro because of this bug. They acknowledge the fault in the booking system but there is no way to solve this problem and get us a refund for the extra costs. Nobody in The Netherlands is interested in solving this so better travel to another country!!!!!

Not capable of issuing an invoice of a train ticket that I would like to hand in with my employer. Unprofessional. Thank you for nothing. I will try to avoid NS whenever I can

Train got cancelled. Asked to change the booking to the next one, but was told I had to pay extra for that since 2nd class was already fully booked so i would have to book 1st class instead. Thats not an 'offer', thats a spit in the face.

Asking money for flex tickets. It all sucks! Buying tickets should be easy. NSI management should be prosecuted for crearing such a user unfriendy system. I would love to trow spagetti at you and at ur stupid trains

What a shitshow NS has become. Delays, cancellations and dirty trains is their daily bread. Hard to fathom why such a wealthy country offers such poor public transportation. Perhaps it’s time for NL to re-nationalise the railway system.

If there was 0 stars to give or negative number I would go to -50 you guys became so arrogant that you think you don’t even have to apologize to your customers for the 20 minutes delay causing them missing buses further connections at 23 at night. Shame on you.

I’m a tourist, so I don’t use NS very often. It doesn’t mean that I don’t have the worst possible experiences someone can have with them.
1) 5 years ago I travelled from the airport to Amsterdam Centraal. When I left the train, I forgot my backpack inside. In just 5 minutes I realized that. I ran to the customer support, hoping I’d get some help there, that they would make contact with some one in the train. They guy simply said that magic phrase: “there is nothing I can do. Come back tomorrow and ask at the Lost and Found”. As you can guess, the backpack was never found, because it was eventually stolen.
2) 2 years ago, I was traveling from the airport to Tilburg, with a connection in Den Bosch. When I arrived in Den Bosch, all the trains had simply stopped working. There was no employees there to tell you what to do. You have to rely on strangers. I was told to take a bus. The trip that was supposed to take 15 minutes took 90 min, and I almost lost the appointment in Tilburg, that travelled from another continent to be there.
3) Well, last Friday, I made the same journey: from the airport to Tilburg, with a connection in Den Bosch. This time I came 1 day earlier. Afterall, it’s NS. Guess what? When I arrived in Den Bosch, all the trains have stopped working… again! And they are so ridiculous: instead of announcing that ALL trains have stopped, they just announced that the next train will not come. So you keep waiting for the next. And then they announce again that the NEXT train will not come. And you wait AGAIN for the next one… and again and again... until you give up. Does it happens all the time?? How do Dutch people stand this company?
Of course, in both cases there were NO refunds, not even part of it. And this time, the bus driver wanted to charge me again for a journey that I had already paid. I don’t care if it’s another company. There should be someone from NS there taking care of it. But no. It’s your problem. Deal with it. Always.

A gem of a place.
The only place landside at Schipol where you can sit in peace and quiet to get work done if you arrive at airport earlier than the prescribed 2-3 hours before departure when checkin opens and you can get airside.
It's really for train clients. Airport needs to have a couple of these for it's customers that don't want the crowds, noise, shops and very uncomfortable seats.
Many thanks for allowing me to use.

The worst companie train ever, not even able to run trains normally at schiphol, you guys are just stupid, incompetent and useless lazy workers.