NS International Reviews 

Extremely disappointing customer service and refusal to reimburse additional expenses

On 26 June 2026, we were due to travel from Amsterdam Centraal to Brussels Midi/Zuid on the 21:00 Eurostar service.

At approximately 21:35, after waiting for our train, a member of staff informed us that the train would not depart. We were given an official NS International document explaining how to claim additional expenses, including hotel accommodation and taxi costs.

As a result of this disruption, we had to arrange alternative transport ourselves, including taxis and a FlixBus, resulting in unexpected additional expenses.

However, when I submitted my claim, NS International rejected it, stating that the train had operated and that we could have reached our destination using our original tickets.

This explanation directly contradicts what we were told by the member of staff at the station. It is particularly frustrating that we were given official instructions for claiming expenses, only to have our claim rejected on the grounds that the train supposedly operated.

I understand that travel disruptions can happen. What is unacceptable is the lack of consistency in the information provided to passengers and the refusal to properly address the circumstances of the incident.

I expect NS International to investigate what happened, review my claim fairly and provide a clear explanation.

Based on my experience, I am extremely disappointed with the way this complaint has been handled.

The morning of my travel I got an notification that my transfer would not be possible, train tracks surrounding Duisburg were damaged due to vandalism.. My 13:00 train would skip my stop, so transfer was not possible. Before even getting on my first train @ 10:00, I messaged NS about my concern asking if I could get on another route to Hannover avoiding Duisburg, maybe at a later time. That would not be possible. 'You can travel to Duisburg, and wait for the next train at 13:15' I asked if I could get out a stop earlier to skip Duisburg, but 'there is no need, Duisburg is more convenient'
Guess who was stranded in Duisburg for 2,5 hours without any possible trains to Hannover? Me. I decided to travel back a stop to Oberhausen in what felt like canned sardines and was able to travel to Hannover from there.
NS was absolutely NO help at all. Customer service also is not consistent, every response is from a different employee. I had to get help from German friends to tell me what to do and get out of Duisburg.
Do better NS international.

poor customer service their app did not work properly , meaning did not notify that my purchase went through, no tickets appeared in "my tickets" on their app, bought a second one, end it up with 2 tickets asked for a reimbursement which was refused.

I was just taking a train from Zwolle to Groningen (16/09/2026 - planned departure: 22:16). The train was standing still and then an announcement came (in dutch only) saying that there is a technical issue and we should leave the train and move to another one at platform 14. Everyone ran. There, everyone was directed back, as the train left already, without us. The employee stated that we should quickly run back to the platform we were originally on, as the train will go after all - but we have to be very fast. Havoc! We literally returned to the first platform accompanied by the screams of the operator who said the train is leaving and to go snel snel. Not everyone made it. There was a couple of older folks and a mother with trolley and a todler who was left behind at the station. Even though the train was not moving yet. Literally an employee jump to tell her the door is already closed and after another minute we took off. How
do you create such a mess and then not wait another minute for the passengers? People had suitcases etc. What a piece of shit you have to be to make a mother with children and elderly people run, and then leave them at the platform to wait for another train for half an hour at night. NS is a nasty company, with nasty staff, and that’s probably why they don’t have a formal complaint page. Whoever they were operating that train, I hope the karma gets to you. And you should be ashamed!

The company changed failed to register my membership for 50 euros wouldnt let me cancel at the booth till the end of the month and then attempted to charge me 200 euros for the new membership and costs of transit that should have been covered under the origional 50 euro membership.

Terrible people and terrible service. So rude drivers and will abuse people out of no where.

Prebooked and paid for train from Brussels airport which was cancelled, no assistance except for advice to take 2 busses and take train from somewhere else. An other emplyee advised to take train to Brussels south, from there the train was also broken , the next one delayed, what an absolute third world mess. Total chaos, no professional advice, no wifi, nothing, coming from Africa after a 20 hour journey. Finally a train arrived and gotr me to Breda. Don’t count on compensation if you are from outside that doomed EU miracle. Not possible to fill in the form. Never again. Glad I have emigrated.

Been waiting for help since 9 this morning, it's now 1 on the afternoon. When will I get help with my question? Also every 15 min i receive this message: Er is nog geen collega beschikbaar. Je staat nog steeds in de wachtrij. Is je vraag inmiddels beantwoord? Dan kun je de chat sluiten. Heb je nog hulp nodig? Laat dan binnen 3 minuten iets van je horen. Als we niets van je horen, sluiten we de chat om ruimte te maken voor andere reizigers. - what a ridiculous policy to make somebody wait hours and expect meanwhile expecting a immidiate reaction!

This company with a nazi history.
Is now harassasing and stalking jewish people.
Even when contacted multiple times on this issue.
This is a very bad and evil company

Was an advertisement about 25% discount book by 8 June, to Paris 26 euros, I spent a few hours, price popup 130 euro, chart with NS agent, she is not give any specific date even I as her to pick the day on that price.she gave up!!
LOOKS SCAM !

Horrible conductor and NS does not even want to reply to tue complaint. I will take this to authorities for sure.
I want to complaint on how I was treated in the train by female conductor. She was rude and unprofessional. She has no regards of passenger. We Could not find online tickets for Eurocity that was the problem with the website.She insulted and looked down saying she can give me a discount snd when I try to mention she completely disregard what I was saying she could not let me talk she was soo rude and when I was explaining she said no disoung snd made me pay even more than what I should have paid. Train number 9220
This behaviour is soo rude and she insulted. I apologise for misunderstanding and it only got worse and enjoying and laughing at us. Just a horrible Human being.

Constant delays, cancellations, overcrowded trains, and poor communication have made traveling stressful instead of convenient. Customer service (call center) is outsourced offshore - not NL and issues with basic english.

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)