Complaint
If your customer has a complaint about their train journey, the customer can handle this themselves via Complaint submission.
In the event of negative travel experience
The complaint must be submitted within 3 calendar months after the occurrence of the event to which the complaint relates.
Do you, as an agent, want to handle this for your client?
Then fill out the Agent's Complaint Form.
Make sure you tick the box “Negative travel experience ” on the form and fill in all fields marked with an asterisk (*). Clearly state the following information in the ‘Explanation’ field:
- Explain the reason for your choice under “Ticket”
- The amount
- Relevant (new) booking code DNR/PNR
If you wish to send multiple files, please add them as a ZIP file. Learn here how to do this. In this case, the settlement will take place via the monthly invoice.
Please note: If you see the following text after clicking 'Send', the request has been sent: ‘Thank you, your request has been sent. You will receive an email confirmation containing all the fields you have completed. One of our employees will process your refund request.’
Shortly afterwards, you will receive an email confirmation of the application containing all the fields you filled in on the form. The application will only be processed once you have received this confirmation.
NS International Customer Service aims to process the request within four weeks of receipt.
If applicable, NS International Customer Service Backoffice will ask you to send any supporting documents by post to the following address:
NS International Customer Service Backoffice
Postbus 2552
3500 GN Utrecht
