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. In this case, the settlement will take place via the monthly invoice.
Make sure you fill in all fields marked with * on the form. Only then, will you see the following text after clicking 'Submit' and the request has been sent; 'Thank you for your question or comment. One of our employees will contact you as soon as possible. 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 three weeks of receipt. Once the application has been processed, you will receive a response regarding the handling of the request.
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
