On Feb 5, 2020, I travelled from Rotterdam Blaak to Amsterdam central station and here is the detail of my journey:
I checked in at 17:34, I ran and took the train at 17:35 from Rotterdam Blaak to Rotterdam central station, and from there I took the intercity direct to Amsterdam central. The intercity direct had 15+ delay. I was supposed to arrive there at 18:21 but I arrived there at 18:46 so I am indeed eligible for a refund, but my claim has been rejected and the support person told me that I haven’t planned my journey based on timetable which is definitely an unacceptable answer to me. This train chain I took was indeed in timetable, I don’t understand why this claim has been rejected.
I have major complain about the poor quality answer that I received as a customer.
Beste antwoord door Slidestops
The only advice on the journey planner at 17.35 is directly to Amsterdam via Leiden (no high speed). The transfer you made in Rotterdam is 3 minutes and therefore not mentioned in the journey planner since 3 minutes is considered not enough on a station this big and busy.
The most optimal route; suggested by the journey planner gives you an arrival of 18.35 in Amsterdam Central. So in this case the delay wasn't 15 minutes or more.
Due to delays some trains appear on the journey planner because you can still take them because of the delay. The delay to your final destination is also mentioned in the journey planner then.
But according to your check-in time, 18.21 would've never been possible