Nederlandse Spoorwegen Reviews 

Horrible customer service. The agents on the phone don't even know what they are talking about and the live chat is even worse. To start with you chat with AI and then when you ask to chat with a real person, they don't even review the previous chats so you have to explain again. I ended up being ignored as the agent decided just to ignore the rest of my messages

Horrible company that’s always delayed and the trains are very dirty. When in Holland: use uber.

Terrible comapny. They are every year more and more expensive and less and less reliable. Constant delays, undone works on the routes that are delaying trains for tens of minutes, problems with wires, broken trains… I have never experienced so much delays as with this company. Unbelievable.

Worst train service may be in the whole Europe. I will rate -10 to this shit. Last 2 years they are working on maintainance. Rescheduling Canceling making ppl late its normal in holland.

The klantenservice does not handle questions regarding submitted claims.
The procedure seems to be the following: you send a claim to NS because of a delay, your claim is rejected (standard) by email, you send a e-mail back, nobody answers your email for months. You do not get your money back, despite the delay.

CLEAN The Freaking TRAINS, I cant see outside my window!

What a bad service! My train was cancelled about 2 months ago, had to pay more to come back home. Have been trying to get my refund for 2 months. First they ask u all the questions u add on the ticket, then I only get , we are processing u need to wait. Bad customer serviced ,bad services, they are not well trained. The only think I get after almost a hour is” u have to wait a little longer” more than 2 months is not enough to refund a ticket from a train they cancel . Can I give zero??? If y give the option English, please put people that know how to speak English! Thanks for running my day

I’ve always hated the NS because it’s always late, kind of dirty and doesn’t have the courtesy of being cheap for what it offers. Today I had to pay an extra 3 euros because the train from Schiphol to my city was interrupted because of road work so I had to take a different train and it just ticked me off so I’m writing the review. Instead of “maintaining” their rail roads they should improve it.

Expensive trains, last minute cancellations. Completely unreliable service and worst of all it is the only service offered in NL. Government doesn’t do anything about it, then you call others mafia

Just paid 13.6 euro for single, one way, 2nd class ticket for a 40 minutes ride. Not 1.36 - 13.6!! Traincame with 3 wagons, so no seats available. Zero regard for whar the customer wants, obsessed with their green agenda which they use as an excuse for ever declining value of their service for 20 years

i had an OV kaart and its expeird for one year and it was automatisch incasso but what i noticed that i stil pay for the memebership for that cart after one year even it was expired about one year. so what kind of system dose they have? if someone die then they will keep getting money from his account for an expired card ? its scam

The worst transport company. there are never enough trains, there are always delays never arrived while long because of those unpresentable and they have the shame of raising the price again this year by 6% and no improvement. It is very expensive transport in this country and does not work in conditions. And most of the time the trains are super dirty so that I pay so much money to these people for NOTHING

Why am I paying SO much for broken connections and terrible service? Singlehandedly the reason so many people will get their drivers license and buy a car. Absurd. At least lower prices, you are profiting off of people you are betraying.

I am unable to download my invoice for corporate reimbursement, but the customer service has been literally talking down to me. Excuse me Gerda, Jan, or Jos, I know where to find the invoice. No, I don't want to pay an invoice because I literally already paid. Which part of this is so difficult to understand??? Wasting hours just for chatting with agents that just don't get it. You literally are the one who didn't get it and then you decided that my messages are not "coming through", so you CLOSED the chat pretending I didn't exist??? RUDE.

Not too reliable way of transportation. Delays of +10 /+20 min is normal daily thing. Often cancelled trains in the last minute or after you have been waiting extra 20min for it.

Choose bus service or other means of transportation if you have important to get to the destination in time.

NS just keeps getting worse. I don’t take the train often anymore because of the severe drop in quality. Last year, the few times I have had to suck it up to use the train, about 60% of my train rides were late or canceled. I’ve been stranded at train stations multiple times, once even in the middle of the night because both of the last trains of the night got canceled. They’re supposed to reimburse you for cancellations when the trains stops running, but each time I try, I get some bs email weeks later saying that I won’t be reimbursed. So I’ve wasted so much money taking NS, getting dropped at a different station and having to turn back home because trains won’t ride to my destination for hours and that’s (somehow) not worth reimbursing? I include the transaction on my bank account and you somehow can’t find the transaction? You’re telling me that you can’t see the transaction, look at the date and time I provide, and look at the history of trains canceled to figure it out?
Great job pushing an insane amount of people to choose driving over using public transport.
Literally, I will do anything I can now to minimize taking these crap trains. I used to be such a fan of taking public transport. Such a shame for global warming , traffic, and all the people you employ that will lose jobs because how this company is run cannot possibly sustain itself. Do better.

Bought a ticket online, that date was wrong, I lost my money.
As simple as that - not even a few seconds after the purchase to change the date. That's so greedy and unfair. The support did not give a fck

Terrible service and system. Shows train goes to point B except train goes to xcv.

Worst customer service ever. Due to ,,extreme” weather conditions (a bit of ice) they stopped all public transport including trains. Imagine if they actually had extreme weather conditions! I had a flight for 4pm in Eindhoven and bought a couple of days earlier a train ticket. In the morning around 9:30am they cancelled the 10 and 11am trains. I went on foot in this ,,extreme” weather down to the station (4km). While I was walking they canceled the 12am train as well. When I went to ask for a refund the man in the info box didn't care and gave me a card with phone numbers. He was extremely rude not a bit empathetic to all passengers who were left to deal on their own with the problem of the cancelled trains. I waited 25mins for someone to pick the phone of NS and tell me to fill online form for refund. Hilarious 🤣. In the waiting room it was as cold as outside. The WC were closed + the luggage section. The only good thing were the people who worked in the nearby shop that let us stay inside the shop to be warm and drink tea! God bless those people. My main tip is- always think about a plan B for the Dutch trains as it was said by other local passengers to be natural for NS to cancel their trains and not care about the people that depend on them.

Also when I was traveling from Eindhoven to Groningen I had a ticket for 10:03. Despite that they left me outside for 1 hour. The lady on the info box said that 3mins are going to be enough for me to catch the train. Not mentioning that I also have to sit somewhere. I entered at 9:58 because the system let me go 2mins earlier (imagine, how generous). Keep in mind that they love to stress their passengers. They don’t care how you as a person feel and if 3mins will really be enough to catch their train or if it is cold outside. They will leave you like an animal to stay and wait until the exact minute.