Nederlandse Spoorwegen Reviews 

On a recent visit to Amsterdam with my family, I purchased 4 Day return tickets from Zaandam to Amsterdam for 3 adults & 1 child. The 1st transaction has not gone through so I try purchase all 4 tickets a 2nd time which was also unsuccessful. To catch the trains, we bought physical tickets from the train station. Upon checking my bank account that afternoon, I found I have been charged for both sets of tickets that have not gone through at the point of purchase. There were obviously delays in the system itself. I called up customer service and requested refunds on both transactions both were given vouchers valid for next 12 months as the only available options. The lady from customer service said according to NS T&C, customers are entitled to vouchers but not money back. Now I am stuck with 8 Day return tickets which I have no idea when I can use them. This NS policy is not really designed with customers in mind. I will never use it again.

I missed my IND appointment thanks to an hour long delay(and counting). Shocking lack of accountability

Horrible, delays on delays, trains cancelled with no reason, dirty trains, all of these and still costing more than a flight ticket

Their website is not at all reliable. I changes my subscription on one of my cards and it ended up changing it on another card. There are also many technical errors when using this website.

What used to be one of the most reliable services some five years ago, has gradually become completely screwed up. I swear, every time I need to check or change something, I encounter at least a couple of errors. «Could not display info», «failed to add the card», «something went wrong when storing the push notifications» and so on and so forth. I feel stressed already every time I need to open the website or the app. Peak user experience.

Worst train experiences I have ever had. You literally never know if the train will come or not.

I recently lost my backpack with some valuables inside while traveling with NS. Mina and Christina, who assisted me over the phone, were incredibly helpful and professional- and I’m so happy to say that I’ve got my bag back now! They showed patience and genuine care in trying to help me track down my bag. Really grateful for their excellent service!

Among the strikes, NS is not allowing the option to refund the extra costs I elicited when there were not trains going. It posits the option to be refunded, but says the refund form was down as was customer service for weeks after the issue. No indication was given of when this will be back up and it has been weeks. Incredibly disappointing as they remain draconian with their fee/subscription collections.

terrible company. They make incorrect invoices. They add different costs that exclude each other. Even when I travel with other people, identical route, I have a different invoice. It is surprising. Customer service is a disaster. I wrote down all the errors... I got a response that the invoice is correct. And they hang up.

As an owner of an NS business card, ridiculously bad service overall. Trains cancelled, dirty, ac on minimum and much more. I have been living in the Netherlands since 2019, this is the lowest I have seen NS go. Good job on making it a private company.

I H A T E NS!!! I have used the service for years now and it's becoming worse and worse. I have to travel from Amsterdam to Rotterdam everyday and there are constantly delays, cancelled trains or less trains. Is just horrible. I am a doctor so I usually work extra hours, and when I can finally go out on time I arrive home late anyway because of NS. It is so frustrating and it's time of my life no one will give me back. I have never hated a company the way I hate NS. Jesus. They are just the WORST.

Trains are not punctual, it the hottest day in the netherlands and their AC is at minimum. All the times trains get canceled and even the NS app is too late to show these. Trains are full of dirt and trash and as a result we are paying one of the most expensive ticket prices in the whole Europe. 0/5

A ticket was purchased online where the start and destination were swapped. It was not possible to use and change the ticket even though it was not used. Absolute cheek and rip-off!!! No help or concession on the hotline or on site at the station

NS canceled my train to Brussels where i was supposed to get the Eurostar to Paris. I saw this because i constantly refreshed the trip page to make sure it goes. They didn't even send a notification in time.
When reaching customer service, they gave me one trip option with 4 train changes which with all their cancelations wouldn't even guarantee that I can't get stuck in a city far from home.
When i asked them to just cancel the trip and issue a refund, they took no responsibility whatsoever and told me no money can be send back and I should just push the trip later and see if I can still get seats in a Eurostar.
The trains are completely sold out.
They couldn't even issue an apology, and spoke on a rude tone of voice. Such a disappointment.

Very unreliable transport service provider

It’s the second time this week to get stuck inside the train because somebody jump on the track..I really don’t understand why don’t they solve this problems by hiring more security people and prevent these delays due to some idiots/drunks jumping on the track.

All i asked is a plan on strike, so i can plan my own work. I got insults on everything including my job, xenophobic, racist comments. I asked this so i don t get injured in my job, cause it s very physical. This is not a strike, this a ravange of a 2 year old child.

I'm writing this review to let you know that this situation is not bearable anymore for me and for all the usual passengers. I'm here at 22:47, I started my journey on 22:07 with NS. I barely got 5 minutes (2 stops) away. I needed to change train and they keep adding the delay as soon as the departure time comes. This feels like a joker, like the unannounced strikes that they're doing this week (bacause of you announce them the evening before they're happening, yes, they come unexpected.

Frankly, I've been living in the Netherlands for two years now and using NS at least three days a week for WORK. Totally unaffordable. In a span of a year there's never been a period of one month straight in which I got the same schedule or same path. I've also accepted my job because there was a direct train to It, which NS kindly replaced with two trains now. 90% of the times communications are in Dutch. Which happened also now and which I found ridicolous and embarassing, I've taken trains in Vietnam in which they spoke more english (I don't know, if the train goes on fire, who's going to tell tourists that they have to run?).

And, now I'm referring to the company, no committment to improve the service in time. It's a monopoly, so they have no desire to make it better. I would accept It maybe if it was cheap. BUT IT'S NOT. IT IS INSANELY EXPENSIVE. I would gladly put my money in any other train service if there was any.

NS and their unions are the joke of the Netherlands.
They claim that will inform people for their strikes in order to plan our trips differently, and yet the announcement happened at 3:30pm 9th of June for the next following day 10th of June. Instead of keeping the strike in a region, they'll go nationally with less than 24 hours for people to plan.

Horrible in communication and maintenance