Compensation
NS International will do everything in its power to ensure that train journeys run on time and as smoothly as possible. Nevertheless, it can sometimes happen that you want to request compensation for your customer. This can be done in two cases:
- In the event of a delay
- In the event of a negative travel experience
In the event of delay
In the event of delay, the customer can ask for a refund. after the trip. This can be done without intervention of the agent. In this case, the refund will be deposited directly into your customer's account. The only exception is delays on Eurostar. A request for compensation can only be made directly to Eurostar.
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.
Please note! If your customer has not travelled due to delay/failure, as an agent, you request the refund via the refund form. Do not forget to indicate the reason for not traveling under "Explanation/Reason for Cancellation".
In the event of a negative travel experience
If your customer has a complaint about the train journey, you, as an agent, can submit the complaint digitally via the Agent's Complaint Form.
The NS International Customer Service Backoffice aims to process the request within three weeks after receiving the form. You will receive a response as soon as your request has been processed.
If applicable, the NS International Customer Service Backoffice will ask you to send the original tickets + any other supporting documents by post to the following address:
NS International Customer Service Backoffice
Postbus 2552
3500 GN Utrecht