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Hello I have a question on how to get NS to refund me or if there is any legal procedure that could help speed up the process. 

 

So basically what happened was I took a few trains across Germany to get to Netherlands back in August 2023 and in the process there were a lot of delays resulting I had to book an overnight hotel (Around 150€). Because the hotel was right across the border in Netherlands in Enschede and because my last train was from NS not Deutchebahn they sent the refund problem to NS. They successfuly received my request but my refund never got through. In the following months I have called them 2 times and both times got told they are very busy but that i should receive it in a few weeks. I even responded to the original email with my bank info with no luck. 

 

I dont know what to do because if i call them they will say the same thing. I was thinking of going to an NS office in person but I dont know if that will help. I am also curious of there is any legal procedure that could help me with this. 

Good afternoon Goro. Welcome to the NS Community.

Could you please clarify the exact situation more? Which carrier did you order a ticket from, with which carrier did you experience the delay?
Have you received 0 response from NS Custom Service regarding your email? Or was there a response denying the claims validity? etc.

I booked all my tickets through the app Trainline and all of them were originally from DB, after my connections were delayed multiple times I just got the ticket that is valid for all trains that are going to my destination issued also by DB. My last train was a bit before midnight from Münster to Enschede but this train was from NS and not from DB. The guy at the information office in Münster told me that I have to stay overnight in Enschede and gave me a refund form for DB so i can get the money back. After some back and forth with DB they said that because it is not a DB train and because it is not in Germany they camt handle that and they semt it over to NS. The original mail from NS was very friendly and it seemed like they were happy to help me with the refund. I sent them my bank info and then never received the money. 

Only response I got from NS was when I called the costumer service and they only told me that I need to wait and that they cant do anything about it. I got suggested to respond to the no-reply email with my bank info, which i did but never got a response. NS never denied the claims they just didn't pay.

 

I'm afraid we need to get a little more information. Was our last train delayed or were you so delayed with DB that you could not reach your final destination?

...... My last train was a bit before midnight from Münster to Enschede but this train was from NS and not from DB....

@Goro The Münster to Enschede train is a DB train. There are no NS trains on this line.

In the event of a serious delay that makes further travel impossible, the carrier will arrange for a taxi or possibly a hotel. As a rule, you will get a taxi, with a taxi voucher which you do not have to pay. At a hotel, the carrier also arranges this itself.Did you choose and book the hotel yourself?

 

 

I'm afraid we need to get a little more information. Was our last train delayed or were you so delayed with DB that you could not reach your final destination?

I was so delayed that my next connection was early in the morning so I would have to wait the whole night. 

...... My last train was a bit before midnight from Münster to Enschede but this train was from NS and not from DB....

@Goro The Münster to Enschede train is a DB train. There are no NS trains on this line.

In the event of a serious delay that makes further travel impossible, the carrier will arrange for a taxi or possibly a hotel. As a rule, you will get a taxi, with a taxi voucher which you do not have to pay. At a hotel, the carrier also arranges this itself.Did you choose and book the hotel yourself?

 

The guy at the information office told me that I will have to stay at Enschede overnight and that I can book the hotel there and fill out the form for the refund and send it to DB so thats what I did. I booked the hotel myself and sent the receipt along with my tickets to DB. And they forwarded this to NS.

@Goro You were stranded in the Netherlands and there (in Enschede) you should have contacted the (Dutch) NS customer service via the phone or information kiosk at that station for cab or hotel.
I doubt that DB forwarded your form for compensation to the NS. As a rule, you have to submit a claim yourself to the appropriate carrier.
Contact NS customer service and ask if your claim is known there, where they should be able to indicate what it is about and what the status is.

@Goro You were stranded in the Netherlands and there (in Enschede) you should have contacted the (Dutch) NS customer service via the phone or information kiosk at that station for cab or hotel.
I doubt that DB forwarded your form for compensation to the NS. As a rule, you have to submit a claim yourself to the appropriate carrier.
Contact NS customer service and ask if your claim is known there, where they should be able to indicate what it is about and what the status is.

Yeah when I called them they said my claim is pending and that I jsut have to wait basically. I can add a screenshot of DB forwarding the mail to NS

Okay fine, then it's high time to inquire with NS customer service how far along the claim is now. Nine months is way too long, clearly something is going wrong here.

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