We were stuck in Amsterdam on January 5th this year when due to heavy snow in the region. It was gobal news. Without activating global pass, we were not allowed to enter platforms. We didn't know all trains would be canceled that day. We tried to contact them vie live chat but no one provided any help. We kept on trying staying with kids and hoping train to operate. We had to stay there that day and try again on January 6th. ICE 121 suppose to operate Jan 6th in 6am as per EUrail app data. It showed on time. But it got delayed same as Jan 5th. We finally got on overcrowded train at 8: 45. We filed issue on February after returning home. Our case was closed without any resolution. Global pass are deactivated now. We filed delay compensation after researching online. We lucky save screenshot and photos. Even after submitting with all proof, our case are being answered by multiple agents but no resolution. I am sure I was not the only one who was stucked in Amsterdam in January this year. Anyone else in same situation? Have you received delayed compensation yet?
Delay compensation no resolution even after 5 months
Best answer by Camilo.
Hi
I can see that the link to the delay compensation form was shared with you twice in January, but we never received a completed claim at that time.
The first delay compensation form was submitted on 11 July, and your claim is currently being processed by our Claims team.
We kindly ask that you do not create multiple requests for the same case, as my colleagues have already mentioned. Opening additional tickets unfortunately slows down the process, as they need to be merged and reviewed before the claim can continue.
We appreciate your patience while the Claims team completes their assessment and will contact you as soon as they have an update.
You should have been given overnight accommodation by NS (the operator in the Netherlands), or if you had to organise that yourself, reimbursement of reasonable costs.
What answer did you receive from customer service?
Reply is usually “ we will get this resolve in 24 hrs” and case will be closed after that without any resolution.
I had to buy the hotel, food and taxi on my own.
So there was never a decision about the content of your request?
In adition, such cases are one of the reasons why an ADR is desirable.
NS compensation page redirected to use Eurail portal. We filed as Issue with Travel following link from NS portal in February. We purchased EUGlobal pass for 4 family members for 5 day travel day. We had no issue with it and happy user until problem we had to face when stuck at Amsterdam. other than contacting live chat there was no other options. There was long chat during that time but no one answered or directed us to file Delay compensation within EUrail. When we log in live chat history are deleted. Pass are deactivated. We emailed customer service. One of the agent confirmed that chat are deleted and we did contact on January. We filed delay compensation 4 case for each family member for Jan 5th and 4 case for Jan 6th. Now they have merged case but still no answer other than our claim team is looking into the case. Being waited 5 months is not enough to escalate our case to manager? What type of customer service is this?
+3- Eurail Moderator
- Answer
Hi
I can see that the link to the delay compensation form was shared with you twice in January, but we never received a completed claim at that time.
The first delay compensation form was submitted on 11 July, and your claim is currently being processed by our Claims team.
We kindly ask that you do not create multiple requests for the same case, as my colleagues have already mentioned. Opening additional tickets unfortunately slows down the process, as they need to be merged and reviewed before the claim can continue.
We appreciate your patience while the Claims team completes their assessment and will contact you as soon as they have an update.
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