I have a Traject Free subscription from NS. On Monday 23rd of November I was travelling outside my Traject Free but since I was in a rush decided to check in before 18:30 to take a train. I checked in at 18:15, entered the train at 18:18 and it had a problem and could not start the journey. With this, I had to wait and take the next one already at 18:30. I was off course charged full fare. How can I claim the money difference? In MyNS it only accepts delays.
Thanks in advance
Beste antwoord door Thomas NS
Unfortunately our system cannot give you the option to claim for a refund for this specific situation. However, I believe that if you could not travel with the designated train, because of an error, we can apply courtesy to this situation. What I advise you to do, is to contact us through our Social Media department (Facebook/Twitter) and explain the situation. If we find that your train was indeed delayed or could not depart, resulting in you paying for a service for a certain fee that seems illogical, we will look at the options for you. Good luck and please keep us updated if you found the answer you were looking for there!