NS International Reviews 

ATTENTION ATTENTION...My biggest mistake was, that i never looked before for the Reviewers here at trustpilot. So I dont have to add so much information.
Only that NS International is one of the most "unprofessional" companys, i've ever seen.

I've booked a ticket, which I never received. In addition to that, i tried to solve this problem more than 5 times a 30 Minutes by phone. Nobody could help me. Not only for organize me ride to Vienna - no they even weren't able to send me my money back.

Now my bank is in action to solve this problem.

It is very sad that the friendly stuff at the phone arent able to do any action.

The first and the last time.

More than three month pass and they don't compensate for the delayed train that never reached its destination. Plus, customer service is rude!

It takes 3 moths for my refund, still waiting for my money. And it takes 7 months to get a reply of a complain… what kind of service is this??

never had problems with the travel plan, tickets and customer service. Ticket cancellation is easy. I always book at nsinternational.com.

The shame of the Netherlands!
I was living for one year in the Netherlands so I know pretty much what's going on with the NS trains... delays, cancellations, some days no trains at all, horrible customer service in the stations.
About NS international, my trip from the Netherlands to Germany in October was cancelled 20 minutes before the train was supposed to leave. I was waiting 2 hours to ask the customer service and understand what happened (they were telling us if you have a place to stay at night, we recommend you to go there for the night). 2 months have passed since the cancellation and I am still waiting for the refund. Of course I cannot contact them in any way - the call waiting takes so much time & they do not reply in the emails!

Horrible experience, NS international you owe me 83 euros!

I did not receive the help I needed and the person on the phone did not understand my questions.

You can never confidently count on NS. Delays, canceled trains and other miscellaneous issues are so incredibly common. In a small, well-organized country, there’s no reason for such a poorly managed rail system.

Trains are typically unreliable, overcrowded and dirty. A news headline about NS reducing trains prompted me to come leave this review (as I sit on a NS train to Groningen that’s covered in graffiti and completely packed with people, even at off-peak hours).

I’m not one who enjoys leaving negative reviews, but I hope that public disappointment with NS will inspire improvement. As it is now, it’s a travesty that the Dutch government outsourced the trains to this company.

If I can give it a 0 star I would, super rude, unclear and impatient customer service

Asked for train direction at central station from a lady staff…. her only response was “quickly” and “go check the screen”.

This is the third time I’ve encountered this kind of service in a week

Unfortunately there are no other option, super uncomfortable experience.

I have tickets for 1st Class with ice travailing Zurich to koln , manhim change for koln Utrecht. Problem with ice 39 wagon where was located my seat. Ice closed that wagon and there was no place to seat. Conductors write on my tickets can’t travel 1st class. Few hours I was standing and traveling 2nd class.

NS international and Discover Holland provided VERY LOUSY instructions on exchange of train tickets. So I bought a NS off peak 1-day Holland Travel ticket from “Discover Holland” website. These 2 companies work together. Their instructions listed a few train stations where I could exchange my booking barcode for an actual train ticket. I was planning this 1-day ticket for a day trip to Giethoorn from Utrecht 2 days later. However, as Utrecht was not on the list of stations, I changed it for the train ticket at Schiphol airport after arriving in Netherlands 2 days before.

Turns out the moment I exchanged for the train ticket at about 9pm at Schiphol airport, it became valid for only that day!! To my horror, I only realised it 2 days later and had to miss my day trip to Giethoorn. NOWHERE ON THE INSTRUCTIONS did it state that it becomes valid at the point of exchange. Many other tourist Netherlands transport tickets start to be valid upon first check in, who would know that this ticket works otherwise if it is not stated! If it was stated, I would not have purchased it in advance in the first place and just buy it on the spot at the train station!

When speaking to the customer service on the phone, she also said that this is a common problem that many people have faced. So why the heck is NS or Discover Holland not doing something about it; at least include this in the instructions for poor tourists who are clueless. They could not issue me a new ticket nor refund me hence this bad review. The person at the NS counter also pushed me back to the phone customer service.

The only people who were helpful were the hotel staff that told me this isn’t my fault because it isn’t stated clearly anywhere on the instructions in the booking. They had even spoke to the customer service offer for me on the phone and demanded for a reissue of new ticket but to no avail.

If I could give 10 stars I would. This guy from Customer Service went above and beyond, even called ME back a few times, took all the time in the world for me (and I can only imagine that it is super busy right now).

If you are in doubt to book a train ticket because of the recent news about how busy it is I understand, but thats on the overal situation, not on NS International. They will do everything to help you if you get stuck!

Long waiting time when you try to call them from abroad when they suddenly cancelled a train and you have to rebook.

I just got off the phone with their rude and terrible customer service after waiting 2 hours. Not helpful and they don't even know towns like Brussum in their own country. They hung up on me after saying they were getting "pissed off." This was not my first issue with the Netherlands and leaves the country with some bad representation in my book.

Terrible customer experience, if you make a mistake in your booking with the names of your passengers (e.g. baptised vs. given names) you are unable to change them and only left with the option to buy a new expensive ticket....

Trains are always late so many delays and this most unreliable way of transportation. Shame of Netherlands

Initially not a very good experience with my trip to Italy including train delays, a neccessary taxi, a hotel halfway and bad customer service in Italy and Germany. Cost me in total €180, a holiday day and a lot of stress. But I have to say: NS international, you did a good job here. I could ask advice and call with them all the time and they would help me as best as they could during my trip. Back home they decided to give me the full refund of the extra costs I made! Some advice for travellers: you just need to follow the rules and when you doubt about a decision like a hotel or taxi, call their costumer service and ask for advice. They will gladly help you :)

ON THE 13/10/2021 ON THE 18:35 FROM ROTTERDAM TO LEEUWARDEN NON OF THE CONTROLERS IN THIS ERA HAVE NO APPARAAT FOR TOURIST TO PAY ON THE NS TRAIN..

Their flexibility policy is not really fair. We bought tickets to berlin for 70 euro retour. There was an additional "flex" option for 60 euro per ticket. So doubling the cost of the ticket. We didn't choose that, now we are not able to go because of covid. Because we didn't take flex we cant refund, swap the dates. We can't even sell the tickets because they are name fixed. So either you pay double or you have no flexibility at all.

I asked the refund, the said yes, I gave the new bank account because the old one did not exist anymore, they said ok. In the end they paid in the old account and I could have the money. I am very disappoint, I ask if the money could be use like voucher to travel again, they said no.

I bought 2 tickets with the TGV to Paris and it got canceled by TGV due to the COVID-19 Pandemic.
As I'm not living in the Netherlands I couldn't call the Dutch number so I canceled online and ONLY GOT 50% of my paid fee back. This is VERY disappointing and I won't use NS International again to buy international tickets.