Me and my girlfriend were travelling from Rotterdam Centraal to Amsterdam Centraal and then with direct train to Berlin HBF on 14 February 2021. We took the train in amsterdam and were heading Berlin HBF in direct train without any changes in 1st class. Just before the dutch-german border we were told that the journey will finish in Bad Bentheim and then we can travel on our own with local trains. to reach Berlin.
Then we were forced to take the trains to reach further stations and we continued to plan on our own how to get to berlin using german regional trains which did not have 1st class wagons and we were forces to change in: osnabruck and hannover to finally reach berlin with huge delay.
The NS offered us 25% back of the price of tickets what states the amount for second class journey. When we asked for a full refund which is stated in EUROPEAN TRAIN LAW (Single European Railway Directive 2012 2012/34/EU) when the trip is cancelled. Then we were offered 20euros voucher for international journey with NS as a recompensate for change of the train class. “the inconvenience” which we faced was 3 more changes instead of none changes in original trip and travelling with heavy luggage on crowded regionaltrains with open compartments.
In last correspondence we were instructed that if we got back to Rotterdam we will be able to get a refund what is ridiculuous because we were informed just before we passed the dutch-german border. We were not given any chance to make our decisions because we were already in train with planned further trip.
In this case the ns customer service is trying to convince us that nothing bad happened at all and act as a monopolist who use their power to force us to close the case on their conditions. I feel very bad with this experience and I do not want to travel with this company anymore.
Beste antwoord door Sascha NS
Good evening tomek.bartkowski. Welcome to the NS Community.
As far as I've understood (from a colleague) the 25% refund was issued because you wouldn't have encountered a significant enough delay (on paper) to refund the entire ticket. I've been advised to refer you to this form on which you can file a complaint, including the message you've placed here. Your claim will be reviewed and further communication about the issue will be per email. This gives you the option of "back and forth” if need be. Sadly I can't help you with this because NS International is a departement on which the Community Moderators aren't active. Not at this level anyway. My apologies!