NS International Reviews 473

NS international and Discover Holland provided VERY LOUSY instructions on exchange of train tickets. So I bought a NS off peak 1-day Holland Travel ticket from “Discover Holland” website. These 2 companies work together. Their instructions listed a few train stations where I could exchange my booking barcode for an actual train ticket. I was planning this 1-day ticket for a day trip to Giethoorn from Utrecht 2 days later. However, as Utrecht was not on the list of stations, I changed it for the train ticket at Schiphol airport after arriving in Netherlands 2 days before.

Turns out the moment I exchanged for the train ticket at about 9pm at Schiphol airport, it became valid for only that day!! To my horror, I only realised it 2 days later and had to miss my day trip to Giethoorn. NOWHERE ON THE INSTRUCTIONS did it state that it becomes valid at the point of exchange. Many other tourist Netherlands transport tickets start to be valid upon first check in, who would know that this ticket works otherwise if it is not stated! If it was stated, I would not have purchased it in advance in the first place and just buy it on the spot at the train station!

When speaking to the customer service on the phone, she also said that this is a common problem that many people have faced. So why the heck is NS or Discover Holland not doing something about it; at least include this in the instructions for poor tourists who are clueless. They could not issue me a new ticket nor refund me hence this bad review. The person at the NS counter also pushed me back to the phone customer service.

The only people who were helpful were the hotel staff that told me this isn’t my fault because it isn’t stated clearly anywhere on the instructions in the booking. They had even spoke to the customer service offer for me on the phone and demanded for a reissue of new ticket but to no avail.

If I could give 10 stars I would. This guy from Customer Service went above and beyond, even called ME back a few times, took all the time in the world for me (and I can only imagine that it is super busy right now).

If you are in doubt to book a train ticket because of the recent news about how busy it is I understand, but thats on the overal situation, not on NS International. They will do everything to help you if you get stuck!

Long waiting time when you try to call them from abroad when they suddenly cancelled a train and you have to rebook.

I just got off the phone with their rude and terrible customer service after waiting 2 hours. Not helpful and they don't even know towns like Brussum in their own country. They hung up on me after saying they were getting "pissed off." This was not my first issue with the Netherlands and leaves the country with some bad representation in my book.

Terrible customer experience, if you make a mistake in your booking with the names of your passengers (e.g. baptised vs. given names) you are unable to change them and only left with the option to buy a new expensive ticket....

Trains are always late so many delays and this most unreliable way of transportation. Shame of Netherlands

Initially not a very good experience with my trip to Italy including train delays, a neccessary taxi, a hotel halfway and bad customer service in Italy and Germany. Cost me in total €180, a holiday day and a lot of stress. But I have to say: NS international, you did a good job here. I could ask advice and call with them all the time and they would help me as best as they could during my trip. Back home they decided to give me the full refund of the extra costs I made! Some advice for travellers: you just need to follow the rules and when you doubt about a decision like a hotel or taxi, call their costumer service and ask for advice. They will gladly help you :)

ON THE 13/10/2021 ON THE 18:35 FROM ROTTERDAM TO LEEUWARDEN NON OF THE CONTROLERS IN THIS ERA HAVE NO APPARAAT FOR TOURIST TO PAY ON THE NS TRAIN..

Their flexibility policy is not really fair. We bought tickets to berlin for 70 euro retour. There was an additional "flex" option for 60 euro per ticket. So doubling the cost of the ticket. We didn't choose that, now we are not able to go because of covid. Because we didn't take flex we cant refund, swap the dates. We can't even sell the tickets because they are name fixed. So either you pay double or you have no flexibility at all.

I asked the refund, the said yes, I gave the new bank account because the old one did not exist anymore, they said ok. In the end they paid in the old account and I could have the money. I am very disappoint, I ask if the money could be use like voucher to travel again, they said no.

I bought 2 tickets with the TGV to Paris and it got canceled by TGV due to the COVID-19 Pandemic.
As I'm not living in the Netherlands I couldn't call the Dutch number so I canceled online and ONLY GOT 50% of my paid fee back. This is VERY disappointing and I won't use NS International again to buy international tickets.

Fair ticket prices and good service when re-booking tickets!