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Objection to Incorrect Correction Fare – Check-in Was Completed

  • March 9, 2025
  • 11 reacties
  • 213 Bekeken
N

 

Dear NS Customer Service,

I am writing to formally contest the €50.00 correction fare issued for my train journey on March 9, 2025.

On this date, I checked in for my journey using my bank card instead of my OV-chipkaart, without realizing it at the time. During ticket inspection on the train, I mistakenly presented my OV-chipkaart, which led the conductor to believe that I had not checked in. Despite my insistence that I had checked in, the conductor checked me in manually at that moment.

Later, I discovered that I had actually checked in at the start of my journey using my bank card, and I now have proof of this transaction. I have attached a bank statement showing that €17.50 was deducted for this train journey.

Since I had already completed the check-in process correctly before boarding and paid for my trip, I kindly request that the €50.00 correction fare be canceled.

I appreciate your time and assistance in resolving this matter. Please let me know if any further information is required.

 

 

Personal details and invoice deleted by moderator.*

 

 

 

Beste antwoord door Floor NS

Hi Niousha! Welcome to the NS Community. 

 

As Tochjo has stated, this platform is meant as a place where travellers can help eachother. To have a correctionfee changed, you can contact our Customer Service. They can be reached between 7am and 11pm. For emergencies we can be reached outside these times, but this is not an emergency. I have submitted a request to clarify the availability of customer service on our website. 

11 reacties

Tochjo
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  • Tochjo
  • March 10, 2025

This community is meant as a place where travellers can be helped by other travellers. We are not NS employees, do not have access to customer data and cannot help you with this situation.

You should contact customer service directly to speak to an NS employee. This can be done by phone; they are available 24/7 at 030-751 51 55. You may also contact them by chat (click the link Chat with NS on this page) or by sending a message on X (formerly Twitter) or Facebook.

mrfreeze
O
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  • Olav93
  • Koploper**
  • March 10, 2025

​@Tochjo in een ander topic kwam ter sprake dat NS niet meer 24/7 telefonisch bereikbaar is, behalve bij spoed. Dat staat nog in je - vast gekopieerde - antwoord.

Tochjo
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  • Tochjo
  • March 10, 2025

Ik heb dat topic gezien. Zolang NS echter op haar website blijft beweren dat de telefonische klantenservice dag en nacht bereikbaar is, is dat ook wat ik in mijn berichten opneem.

rvdborgt
O
H
Floor NS
Moderator
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  • Floor NS
  • Moderator
  • Antwoord
  • March 12, 2025

Hi Niousha! Welcome to the NS Community. 

 

As Tochjo has stated, this platform is meant as a place where travellers can help eachother. To have a correctionfee changed, you can contact our Customer Service. They can be reached between 7am and 11pm. For emergencies we can be reached outside these times, but this is not an emergency. I have submitted a request to clarify the availability of customer service on our website. 

Tochjo
Thom
Robert B
A
  • Anonymous
  • March 28, 2025

I have submitted a request to clarify the availability of customer service on our website. 

​@Floor NS 

At the moment, in e-mail and on the website, availability of customer service is still “day and night”.

 

Openingstijden

Telefoon

Dag en nacht bereikbaar
Floor NS
Moderator
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  • Floor NS
  • Moderator
  • March 28, 2025

Hi Op een dag! As stated: the customer service can be reached between 7am and 11pm. 

 

I've asked my colleagues why this is not stated more clearly on our website. There are a few exceptions for which you can reach us outside of the hours that I've mentioned before. These exceptions are the reason why the availability on the website is displayed this way. The availability on the website won't be changed. If you call us after 11pm, the system will tell you for which situations we are still available. You can assume that we are only available for emergencies after 11pm. For regular questions, for example, about invoices or subscriptions, you can reach us by phone between 7am and 11pm.

A
  • Anonymous
  • March 28, 2025

Hi Op een dag! As stated: the customer service can be reached between 7am and 11pm. 

 

I've asked my colleagues why this is not stated more clearly on our website. There are a few exceptions for which you can reach us outside of the hours that I've mentioned before. These exceptions are the reason why the availability on the website is displayed this way. The availability on the website won't be changed. If you call us after 11pm, the system will tell you for which situations we are still available. You can assume that we are only available for emergencies after 11pm. For regular questions, for example, about invoices or subscriptions, you can reach us by phone between 7am and 11pm.

 

​@Floor NS thanks for your quick response. We did not know the feedback of your colleagues on your request to clarify the availability on the website.

Now it might be confusing and frustrating. Email and website say available “day and night". But when you call, the system says “only for a few exceptions”. I understand this is the policy. In my opinion not customer friendly. I think that's a shame.

Floor NS
Moderator
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  • Floor NS
  • Moderator
  • March 28, 2025

I've submitted the feedback about this issue to them. Maybe this will be changed in the future, but for now: this is the information I'm able to provide about the topic. 😉

O
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  • Olav93
  • Koploper**
  • March 28, 2025

So NS decides to limit the availability of their customer service while they know this policy is such a step back they don't dare to communicate about it honestly and leave the information as it is? That's a real shame. They should be embarrassed about themselves.

Robert B
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  • Robert B
  • March 28, 2025

Hi Op een dag! As stated: the customer service can be reached between 7am and 11pm. 

I've asked my colleagues why this is not stated more clearly on our website. There are a few exceptions for which you can reach us outside of the hours that I've mentioned before.

What are those exceptions? Like not being able to reach your destination and need to have a taxi arranged to bring you home (thuisbrengplicht)?

10 procent van iets is beter dan 100 procent van niets. https://bit.ly/tien_procent
Floor NS
Moderator
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  • Floor NS
  • Moderator
  • March 28, 2025

Good question Robert B. 😉

 

If you are unable to make your transfer due to a delay or because your train unexpectedly gets cancelled and you're not able to get home because if this, then you can indeed contact the customer service. A stranding is of course seen as an emergency. The customer service agent will determine whether alternative transport (such as a taxi) is possible and necessary. If the travel is with another carrier, then you will have to contact the other carrier. 

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