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Complain about the rules of NS Flex Unlimited Travels on the Weekend

  • 9 November 2021
  • 43 reacties
  • 3169 Bekeken
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43 reacties

rvdborgt
Reputatie 7
Badge +1

We indicate that we understand. This does not mean that it is our fault. When you purchase, you agree to the terms and conditions that do state it clearly.

I repeat again: “But that is not relevant when you do not clearly mention such an important limitation on "product” page itself, thereby implying that there is no such limitation.”

In addition, it seems pretty understandable to me that you can't travel for free on the bus. Compensation will not be offered in this case.

Maybe it's understandable to you but now think again what people will read this information, especially the English information.

Erryt NS
Rank

To be honest, I think most people have figured out that since we are a train company, you can only buy a season ticket for the train from us. 

rvdborgt
Reputatie 7
Badge +1

To be honest, I think most people have figured out that since we are a train company, you can only buy a season ticket for the train from us. 

Nope, you can also buy combined season tickets. Or at least, that was the case until very recently.

Erryt NS
Rank

I don't know which and why a page disappeared, but that doesn't indicate we were wrong. We only sold an Altijd Vrij subscription in the past where you could buy an OV Vrij subscription as an add-on. There it was very clearly stated that this was an add on. In addition, we have never sold a season ticket for another means of transport.

BrunoEst
Reputatie 7

To be honest, I think most people have figured out that since we are a train company, you can only buy a season ticket for the train from us. 

 

If so, why did you mention: WeekendVrij/ Travel with 1 chipkaart: train, bus, metro, OV fiets/own bicycle ?

Erryt NS
Rank

I don't know if this was posted somewhere and where, but again I don't read that you can travel for free.

BrunoEst
Reputatie 7

Yesterday when I looked  at the matter from the customer’s (foreigner’s) perspective I completely agree with @rvdborgt , @Denice NS and others: the page was not clear at all.

 

T

To be honest, I think most people have figured out that since we are a train company, you can only buy a season ticket for the train from us. 

 

If so, why did you mention: WeekendVrij/ Travel with 1 chipkaart: train, bus, metro, OV fiets/own bicycle ?

Yes, but not for free. 

T

I think some people don't realize that the Netherlands is not an official bilingual country. That means that information in English or any other language can sometimes be given but will be limited and might not be complete. You better always check with a local before filling in forms, ordering things, etc.

BrunoEst
Reputatie 7

To be honest, I think most people have figured out that since we are a train company, you can only buy a season ticket for the train from us. 

 

If so, why did you mention: WeekendVrij/ Travel with 1 chipkaart: train, bus, metro, OV fiets/own bicycle ?

Yes, but not for free. 

 

WeekendVrij is not for free !

Erryt NS
Rank

I don't know if our website has actually changed. If it has then perhaps this will have happened because of that it can still be even more clear. In any case, you have agreed to the terms and conditions. Besides, I don't understand the whole discussion because it's pretty logical that with a train season ticket you don't get a discount on the bus.

rvdborgt
Reputatie 7
Badge +1

I don't know if our website has actually changed. If it has then perhaps this will have happened because of that it can still be even more clear. In any case, you have agreed to the terms and conditions. Besides, I don't understand the whole discussion because it's pretty logical that with a train season ticket you don't get a discount on the bus.

Either you didn't read my comments or you have serious problems to put yourself in the place of a foreign customer.

Erryt NS
Rank

I read everything and always try to put myself in the traveler's shoes. I can't put it any other way that I don't understand that you don't understand that a train season ticket is for the train and not for the bus, tram, metro, cab or any other means of transport. 

rvdborgt
Reputatie 7
Badge +1

I read everything and always try to put myself in the traveler's shoes.

OK, then it's option #2. Disappointing, but unfortunately not surprising: for NS, that's a common thread with regard to foreign customers.

Erryt NS
Rank

Ridiculous that you say it doesn't surprise you. By doing so you are suggesting that you know us and then it is even stranger that you know nothing about our subscriptions. We have passed on your suggestion to make it even clearer and apparently something has been done with it. I understand that you regret not getting your money back, but if we start doing that now we may start reimbursing all expenses incurred on the bus, tram and metro by travelers with a weekend Vrij subscription. I hope you understand that this is an impossible task.

rvdborgt
Reputatie 7
Badge +1

Ridiculous that you say it doesn't surprise you. By doing so you are suggesting that you know us and then it is even stranger that you know nothing about our subscriptions.

I'm not the one who has lost money because of unclear information on the NS website. Please check the discussion.

Erryt NS
Rank

I know that, but you do act surprised.

Lorena NS
Rank
Reputatie 6
Badge +2

Hi raphamou and welcome to the NS Community! 
I'm sorry to read that you didn't have the right information about travelling with NS Flex with the bus, tram and metro. You can scroll down this page to see that you can decide whether you want to travel by train with a discount on a monthly basis. But I understand that this is not clear enough to know that the contract is only valid if you travel by train and i'm sorry for that. Unfortunately, there is nothing I can do about the extra costs that you made with the bus and metro. But I will send your message to the right department so they can analyze and improve this.

Reageer


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