On May 29th at 19:38, my girlfriend and I wanted to go from Rotterdam Blaak to Heerlen Woonboulevard. Due to disturbances, we had to take different trains (Blaak-Dordrecht-s'Hertogenbosch-Sittard-Heerlen-Heerlen Woonboulevard). In s'Hertogenbosch, we changed trains and entered to IC towards Maastricht. At least that's what the app, the information monitors on the platform, and the label on the train said. Instead, we ended up in Venlo; not just us, but dozens of others, too. Clearly, NS made a mistake labeling the train, and we had to experience a delay of >1h, because we had to go back to Roermond & then Sittard.
The claim I made for a refund was rejected. Sure, this is not a "traditional delay", but your mistake had clear & direct effects on our delay; Why should it be handled differently?
Additionally, it would be interesting to find out the cause of this incident. When we asked the train attendant for a possible reason, he just laughed at us (great customer service).
Beste antwoord door Slidestops
**Edit: what was the departure time in 's-Hertogenbosch or Eindhoven?