NS International refunds

[deltic]

I have a ticket booked via NS International from the Hague to London via Breda on 20th April. That is on intercity service as far as Brussels then Eurostar. NS tell me that they can only refund the intercity portion of the ticket but that is valued at €0 and tell me to claim off Eurostar. Eurostar say that I can only be refunded by the original retailer of the ticket. Any advice on how to progress this?

 

[biko]

I checked the Dutch website of NS International and the specific section about Eurostar only mentions rebooking and no refunds. For all other trains, refunds are mentioned. Their general advice says you can cancel bookings up to 30th April without any fees, so I am not sure if there might be an exception for Eurostar. Importantly, they mention cancellations should be by phone or chat, as the online system charges the normal fees. So I would try to contact them via chat or phone and ask if they would refund your tickets. The phone number is 0031 302300023.

Source (in Dutch):

Actuele reisinformatie | NS International

Wijzigingen en verstoringen van NS International treinen als Thalys, ICE International, Intercity Brussel, Intercity Berlijn, Eurostar en TGV.

www.nsinternational.nl

 

[deltic]

I checked the Dutch website of NS International and the specific section about Eurostar only mentions rebooking and no refunds. For all other trains, refunds are mentioned. Their general advice says you can cancel bookings up to 30th April without any fees, so I am not sure if there might be an exception for Eurostar. Importantly, they mention cancellations should be by phone or chat, as the online system charges the normal fees. So I would try to contact them via chat or phone and ask if they would refund your tickets. The phone number is 0031 302300023.

Source (in Dutch):

Actuele reisinformatie | NS International

Wijzigingen en verstoringen van NS International treinen als Thalys, ICE International, Intercity Brussel, Intercity Berlijn, Eurostar en TGV.

www.nsinternational.nl

Thanks - I have already had a chat session with them which is when they told me I had to seek a refund from Eurostar. Contacted them again after Eurostar said I had to go back to the original retailer - NS have now just told me that Eurostar tell them they can only provide a voucher and not a refund.

 

[biko]

Thanks - I have already had a chat session with them which is when they told me I had to seek a refund from Eurostar. Contacted them again after Eurostar said I had to go back to the original retailer - NS have now just told me that Eurostar tell them they can only provide a voucher and not a refund.

That is unfortunate, you could try calling them, but I don’t have an idea if that would help. The website does mention that rebooking is possible until September so you don’t have to hurry and try to solve everything now.

 

[30907]

Thanks - I have already had a chat session with them which is when they told me I had to seek a refund from Eurostar. Contacted them again after Eurostar said I had to go back to the original retailer - NS have now just told me that Eurostar tell them they can only provide a voucher and not a refund.

That seems ES standard policy, voucher valid to book within 12 months and travel within 18. If the ES has been cancelled though they seem to offer a refund.

 

[deltic]

That seems ES standard policy, voucher valid to book within 12 months and travel within 18. If the ES has been cancelled though they seem to offer a refund.

I can understand that but as the ES has been cancelled they should offer a refund

 

[Bletchleyite]

I can understand that but as the ES has been cancelled they should offer a refund

Is that Dutch law, though?