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Dear all,

I would like to talk about an incident that occurred on 21 May 2025 during our journey from Schiedam Centrum to Best.

I hold an NS off-peak subscription with a 40% discount, and I had checked in at 15:47, before peak hours began. My mother was traveling with me using the Samenreiskorting linked to my subscription. We were not aware that this discount rule requires co-travelers not only to check in before peak hours but also to not be on the train at all during peak hours. This condition is quite different from the general rule for subscription holders, and although it is technically written in the terms, it's easy to overlook this during the booking process. It's very easy to miss or misinterpret this difference.

When the conductor inspected our tickets at around 16:20, he issued my mother a €71.60 fine, consisting of a €21.60 base ticket fare plus a €50 penalty. We had already purchased a discounted ticket for €12.96, which apparently was not accepted as valid. We were surprisingly surprised and asked to speak to customer service. The conductor was unable to explain the rule properly and only said “you should know from the name of the discount.” We explained that we were not sure if the rule he told us was correct. I also insisted on speaking to customer service.

Importantly, despite having a discounted ticket, which is purchased without knowing the reality, we were treated the same as someone boarding the train without a ticket or with malicious intent. This Misunderstood caused us to face unfair treatment, and in total, we ended up paying both the fine (€50) plus the base fare (€21.60) and also our purchased discounted ticket (€12.96), which feels excessive and unjust.

 

Okay, we can say that until this part, it can be just considered as a bad user experience. However, the rest was even worse! What was most distressing was what happened after the ticket inspection. About 22-23 minutes later, at Tilburg station, the conductor returned and forced us off the train in front of other passengers. This public removal was humiliating and intimidating. The conductor's behavior and refusal to allow me to continue my journey, despite my valid ticket, caused me extreme emotional distress. 

Indeed, I had planned to go via Eindhoven Centraal to Best because it involved less waiting time between transfers, which was important to me due to the weather and lack of proper clothing. Instead, he denied us that option and disrupted our journey unnecessarily.

Details of the routes:
The classical route:
Schiedam Centrum - Rotterdam Centraal
Rotterdam Centraal - Tilburg
15 minutes waiting time in Tilburg platform
Tilburg - Best
(16:03 - 17:28)

Or another route I wanted to take:
Schiedam Centrum - Rotterdam Central
Rotterdam Central - Eindhoven Central
5 minutes waiting time in Eindhoven Central platform
Eindhoven Central - Best
(16:03 - 17:30)

As you see, both routes arrive at Best at almost the same time, but the second option involves much less waiting time on the platform at Eindhoven Centraal.

I understand now that we made a mistake by misunderstanding the co-traveling rule, and I would pay the difference between the full fare and the discounted fare if they have asked. However, no! The fine is excessive for an honest mistake, and the conductor's behavior was unnecessarily harsh.

I communicated this situation and called customer service. They were quite nice and helpful and they filed a complaint about my experience. They recommended me to pay the amount and otherwise the amount will increase. 

For your reference, I have already paid the fine to the following account as follows:

  • Fine related to travel on balance: NL40ABNA0537879099 under the name NS Groep

  • Amount: €71.60 (consisting of €21.60 base fare + €50 fine)

  • Date and time of fine issuance: 21 May 2025 at 16:31

I would like to point out that in Austria, for a similar misunderstanding, ÖBB (Austrian Federal Railways) would only request the fare difference instead of issuing a fine. We were unaware of this specific NS rule and would have appreciated a similar, more flexible approach. I kindly ask why NS enforces such strict penalties in this situation, which feels disproportionate and unnecessarily punitive.

Given the circumstances, I would also like to kindly ask whether it is possible to request a refund of the fine, since it was paid under conditions where the rules and communication were unclear, and the conductor's conduct was inappropriate when we are forced to leave the train in Tilburg.

I kinda ask that you:

  • Reconsider the fine and allow me to pay the appropriate fare difference instead.

  • Investigate the conductor's conduct, including the lack of clear communication, tone, and the decision to remove us from the train despite my valid ticket.

Although customer service told me that my situation will be evaluated, I would like to also take the public opinion on that. 

Thank you for your time and consideration!

Customer service is really the only place where you might get a refund. This community is for travelers to help each other and as a fellow traveler I obviously can't redund you. If they decline, I'm afraid you'll have to accept that. You could appeal to the decision, but I don't think you'd stand a chance as this is just how the rules are. You were on a train without a valid ticket and in that case you need to buy a valid ticket and a €50 fine is added to the price. Unlike you say there is in Austria, in the Netherlands there is no regulation to get any discount on the fare or the fine for having an invalid ticket.

Did the conductor say anything about why he told you to get off the train? Normally you are allowed to continue your trip after being fined.


I am shocked that a conductor forced you to leave the train after you bought a valid ticket. This is very inappropriate indeed. Although I'm aware that it is very difficult in a foreign country, you could have stand your ground and refused to leave the train. 


Although I'm aware that it is very difficult in a foreign country, you could have stand your ground and refused to leave the train. 

Well... you are obligated to comply with the conductors instructions. I'm not sure whether a judge would agree that doesn't apply to instructions that shouldn't have been given.


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