NS International Reviews 

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.

All in all, my trip was great, but I would like to add some remarks:

1- When canceling a transfer, passengers should be alerted and provided with an alternate route through the mobile app or email address.

2- When crossing the border between two countries, passengers should be informed by the driver.

3- WiFi should be available on all trains.

4- Charging stations and sockets should be available.

5- Toilets should be available on all trains.

6- It would be great to use English on screens in addition to the local language.

When I purchased two tickets I had selected first class sleeping cars. Or do I thought. When I contacted customer service within a few days of purchasing the tickets in November 2023 for our May 2024 trip they said they didn’t see sleeping cars purchased. I was told that the system they were using doesn’t show the complete information. I thought nothing of it until we got to Zurich. The customer service at the Zurich HB wasn’t knowledgeable about the night train from Zurich to Berlin. Later we found out our 1959 hour departure was changed to 1954 hours. And the gates were not correct and the train station workers were not sure either. We had to ask several people. We only got on board a few minutes before train departure when one of the personnel confirmed we were on the right train. It pays to be there early. We were an hour early to take the train but still there was a lot of confusion about which train and which track. The conductors and attendants when we got in the train said there was nothing we could do to get an upgrade to a sleeping car even though there was availability. I had to wait for the train manager for a possible management decision and was told then train chief had to approve any upgrades. The train manager never came over to us to explain the discrepancy. While waiting to resolve this issue I used the chat feature with NS international. I was told there is nothing they could do since the train had departed.

The train did not depart on time and was running late. If you ever want to take this train, bring food and water. There is no dining for second class and first. And there are no announcements. Unless you can find a conductor to tell you how long you will be at a train stop you cannot be assured you have along enough to get out for a few minutes to get a snack or drink. Unlike Amtrak or Brightline at home, no one comes around checking on you. There’s no snack or drinks to purchase. Unlike the US when they may announcements, you’re sort of on your own on the Night Jet. I will definitely not want to write on the NS Night train in the future.

Worst run company. What is happening to the Netherlands. Airports and train services are the worst in Europe now. Nearly all trains are delayed, no ticket checkers so when you do book 1st class no seats as random people just decide to sit there. CEO should step down as they are a joke.

Got stack at Antwerp C. for almost 2 hours, the constant delays and cancellations are just an everyday reality for that train service. Avoid at all costs

Terrible service, always dirty, they also raise fares and limit the possibilities of a dune train discount, I hope this company will be canceled

I was booked 2 rows behind my children who are under age. Trains are not clean, service is very poor. There are no complimentary drinks or snacks even if one travels first class. Wifi is not stable and connection is often lost.
Traveling from Antwerpen to Schiphol, the train accumulated 30 mins delay. NS International issued the notices through the app late. In addition, the train (Eurostar) kept on declaring 17 mins delay until arrival to Schiphol when they finally admitted 30 mins delay. The overall service is suboptimal.

My journey with NS International on January 28, 2024, was highly disappointing. Due to a strike in Germany, my Amsterdam to Lausanne train via Basel was canceled without prior notice. The staff at NS International were unhelpful, offering no alternative solutions and displaying a lack of route knowledge. I was forced to buy a costly new ticket via Paris, leading to a missed connection. This resulted in an extended and stressful travel time. The experience showcased poor customer service and a failure in efficiently managing travel disruptions.

My evening train from Cologne to Amsterdam, which was the last one for the day, got cancelled just an hour before departure. The notification came through an app, with no apology or alternative travel options provided. The call center was utterly unhelpful. Not only did they fail to assist in arranging another way back to Amsterdam or securing overnight accommodation, but they also informed me that my ticket couldn't be changed to a different train due to its low-cost category. They advised me to call the next day for a refund. I was left completely on my own to figure out a return to Amsterdam, and to add to the frustration, they still haven't responded to me about the train cancellation. This experience was the epitome of poor customer service I've ever encountered.

Worst experience ever. There’s a song mocking the German trains, but they are at least better than NS

Zero customer service, due to German train strike, trains completely overbooked from Utrecht to Dusseldorf, no space to even stand on an international route. Didn’t manage to travel as planned, and no refund possible. No communication prior to departure and absolutely uninterested customer service.

I tried to book a train ticket by phone, because on the website it said that this could only be done by phone and not online. I had to wait for over 45 minutes to finally get in touch with someone, while they said the waiting time should be max 15 minutes... Luckily I have this in my phone bundle, but what a waste of time!