Review Insights · App Store
NS Travel Planner
NS Reizigers B.V. · 6,830 ratings · ★ 4.8
4.8
★★★★★
6,830 ratings
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Top complaints - extracted from 37 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"tickets"
9 negative reviews mention this · 24% of all complaints
★★★★★ "National shame!. This app represents NS rail and is an absolute worst experience- from buying tickets to saving and planning trips. Do they even bother to test and do some user acceptance testing???" - CeeMan400
2
"ticket"
9 negative reviews mention this · 24% of all complaints
★★★★★ "National shame!. This app represents NS rail and is an absolute worst experience- from buying tickets to saving and planning trips. Do they even bother to test and do some user acceptance testing???" - CeeMan400
3
"apple"
6 negative reviews mention this · 16% of all complaints
★★★★★ "No Apple wallet. Not able to place your eticket in your Apple Wallet in 2025 is a sign that the NS is not keeping up with the times. Screen Shot is also not an option so if i arrive at Schiphol and have no internet I’m basically screwed" - dekrd
4
"update"
6 negative reviews mention this · 16% of all complaints
★★★★★ "The latest update broke the app completely. It is impossible to plan a trip between any 2 destinations. No matter what you select it says no trips available" - Nick-o-name
5
"work"
6 negative reviews mention this · 16% of all complaints
★★★★★ "Trouble purchasing tickets. I was desperately trying to purchase tickets for the six of us-four adults and two children. It should’ve been a straightforward process, but things went horribly wrong. First, I couldn’t add the adults to the children’s tickets. I was forc…" - LmrFudd1975
6
"website"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Daluren prijs niet zichtbaar in app. Kan alleen de volle prijs zien en dat ik een 40% korting kan hebben terwijl ik de kast at heb. Mag alleen maar hopen dat ik inderdaad de korting krijg als ik met de OV chipkaart in check. Ook op de website kan ik geen kaartje in het vooruit…" - Scooter-IT Debit
7
"useless"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Horrible!. Can’t get ticket electronically, so useless for international travelers like me. The email sent in French can’t be understood. The ticket should be available in app which is worst app and gives no information" - FrustratedSanjay
8
"available"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Horrible!. Can’t get ticket electronically, so useless for international travelers like me. The email sent in French can’t be understood. The ticket should be available in app which is worst app and gives no information" - FrustratedSanjay
9
"doesn"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Can’t log in. Same problem as prior person. Can’t log on. Get an error to try later. Been trying for a week and same error. Logged in on website but it doesn’t provide for United States users. So essentially, the website and app are useless" - Regulorry
10
"trips"
4 negative reviews mention this · 11% of all complaints
★★★★★ "National shame!. This app represents NS rail and is an absolute worst experience- from buying tickets to saving and planning trips. Do they even bother to test and do some user acceptance testing???" - CeeMan400
11
"maar"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Fix de opgeslagen reizen!!. De app was geweldig, maar het tabblad met de opgeslagen reizen is weg. Je kunt er nu alleen via het beginscherm komen, en als je door de lijst probeert te scrollen reageert het nauwelijks en opent hij telkens een van de reizen, en dan moet …" - Maaikemaaike
12
"niet"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Daluren prijs niet zichtbaar in app. Kan alleen de volle prijs zien en dat ik een 40% korting kan hebben terwijl ik de kast at heb. Mag alleen maar hopen dat ik inderdaad de korting krijg als ik met de OV chipkaart in check. Ook op de website kan ik geen kaartje in het vooruit…" - Scooter-IT Debit
📋 All 37 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
National shame!
This app represents NS rail and is an absolute worst experience- from buying tickets to saving and planning trips. Do they even bother to test and do some user acceptance testing???
Fix de opgeslagen reizen!!
De app was geweldig, maar het tabblad met de opgeslagen reizen is weg. Je kunt er nu alleen via het beginscherm komen, en als je door de lijst probeert te scrollen reageert het nauwelijks en opent hij telkens een van de reizen, en dan moet ik weer opnieuw beginnen van het beginscherm. Ik ben net 5 minuten bezig geweest om de onderste van mijn opgeslagen reizen te kunnen bekijken elke keer moest ik weer opnieuw beginnen vanaf het beginscherm. Degene die dit verzonnen heeft moet echt ontslagen worden wat een prutswerk. Ik open de app nu met tegenzin terwijl ik vroeger nooit klachten had!!
Daluren prijs niet zichtbaar in app
Kan alleen de volle prijs zien en dat ik een 40% korting kan hebben terwijl ik de kast at heb. Mag alleen maar hopen dat ik inderdaad de korting krijg als ik met de OV chipkaart in check. Ook op de website kan ik geen kaartje in het vooruit kopen met daluren korting ondanks het feit dat ik ingelogd ben en die dat ik het daluren lidmaatschap heb! Elke andere website kan automatisch de juiste prijs aantonen of desnoods een korting code invoeren. Maar nee hoor de veel te dure over gecompliceerde MS kan dat dus niet! Wacht tijd aan de telefoon was 14 minuten i.p.v. de aangegeven 2 - 4 minuten…….
No Apple wallet
Not able to place your eticket in your Apple Wallet in 2025 is a sign that the NS is not keeping up with the times.
Screen Shot is also not an option so if i arrive at Schiphol and have no internet I’m basically screwed
Screen Shot is also not an option so if i arrive at Schiphol and have no internet I’m basically screwed
Blue and Yellow NS Apps
Why 2 apps? Combine to one! I traveled yesterday with blue app then was freaking out I couldn’t load a domestic ticket. Why two apps! Too confusing!
Cannot add tickets to Apple wallet
Very difficult to login and use tickets. I have to go to my email, open the link in a web browser, click download ticket in app, open the app, and then open the ticket. And I have two tickets for my family, so I have to do that entire process twice, because there’s no way to save the tickets. Terrible app
Onnodig
gecompliceerd
Keep it simple
Iserunfriendly
Just opened ns app
Immediate didn’t recognize my first password
Did not receive reset e mail
Immediate didn’t recognize my first password
Did not receive reset e mail
CANT GET MONEY BACK?!
Ive always had problems with the NS and for some reason i cant seem to get my money back for an extra bought ticket?! I accidentally didnt check the day and bought 2 friday tickets. One was very specific time and the other one was a dal ticket which i was supposed to buy for sunday. Somehow i cant get my money back even if i delete the ticket 😡😡
Inoperable. Waste of money
Bought tickets that can only be viewed in app. Downloaded app, created account, activated account, can’t login to account, can’t use tickets. Just use apple pay
Horrible!
Can’t get ticket electronically, so useless for international travelers like me. The email sent in French can’t be understood. The ticket should be available in app which is worst app and gives no information
The latest update broke the app completely
It is impossible to plan a trip between any 2 destinations. No matter what you select it says no trips available
Security risk: app has no logout option
The NS app of the Dutch railways has a serious security issue: after one logs in with username and password it offers no option to log out. As a result any outsider who gets their hands on the phone and can open the app and find personal information like one’s pre purchased tickets with dates of travel on the app. This is unacceptable and needs to be addressed soonest. Now, while it is true that one can login from the app to one’s NS website account and log out again, that does not take away from the fact that once one is logged into the NS app without being logged in to NE website, the security issue I described above still exists. By contrast well designed railway apps like that of the SSB of Switzerland do have an option to log out the app so no one without a username and password can log in.
This issue is especially serious for international travelers who, if the travel infrequently to the Netherlands, unlike Dutch public transport travelers will be unlikely to have their public transport card and means of pay (the OV chip card) which makes it easy to buy tickets and do without the NS app.
This issue is especially serious for international travelers who, if the travel infrequently to the Netherlands, unlike Dutch public transport travelers will be unlikely to have their public transport card and means of pay (the OV chip card) which makes it easy to buy tickets and do without the NS app.
Onjuiste reis informatie
Bij uitvallen van treinen is het onmogelijk gebruik te maken van de NS app. De app update niet je reisplan en geeft dus verkeerde informatie. Dit is hetzelfde geval met het veranderen van aankomst en vertrek sporen, dit gebeurt in zijn geheel niet in de app. Op dit vlak is de website een stuk beter, maar helaas minder snel.
Forced to install after buying a ticket.
Installing the app should not be required when you already bought a ticket online.
Clunky and confusing
Why do I have to download an app? Why not just give you a pdf with the qr code or allow to save ticket in apple wallet?
So confusing, downloading the app took forever, I had to click several times and wait for ticket to open, the later when I wanted to use it was no longer there so had to do the same.
Finally there seems to be no gate on the ticket, and the information there is in Dutch (which I cannot read), so don’t know where to go. Awful app and service.
So confusing, downloading the app took forever, I had to click several times and wait for ticket to open, the later when I wanted to use it was no longer there so had to do the same.
Finally there seems to be no gate on the ticket, and the information there is in Dutch (which I cannot read), so don’t know where to go. Awful app and service.
Don’t waste your time.
Login fails repeatedly. Not only for myself, but my son who also attempted to use the app. We thought creating a personal account on the website might help, but the website constantly failed with “cannot verify the address” messaging. The app may just be a front end for the NS website. Either way, don’t bother wasting your time.
Update: the developer responded with an irrelevant answer, which I won’t bother refuting. The basic problem still exists; trying to login after creating an account ends with an error stating “try again later”. This error is posted many times throughout the reviews and not once is it answered (I waded through seeking an answer before submitting a negative review). Sorry, app is useless.
Update: the developer responded with an irrelevant answer, which I won’t bother refuting. The basic problem still exists; trying to login after creating an account ends with an error stating “try again later”. This error is posted many times throughout the reviews and not once is it answered (I waded through seeking an answer before submitting a negative review). Sorry, app is useless.
Can’t log in
Same problem as prior person. Can’t log on. Get an error to try later. Been trying for a week and same error. Logged in on website but it doesn’t provide for United States users. So essentially, the website and app are useless
DO NOT USE: SCAM
I bought a train ticket on the app and when I tried to scan it in the train station, it wouldn’t work. When I contacted customer support they told me they could not refund the ticket even though I had never used it. A waste of my money and time.
Doesn’t really work well
App Store says its available in English and Dutch. But there’s nothing in English, which is bizarrely provincial given how many expats are living in NL and using NS services. If you have time and patience, get this, else wait until (if ever) a language besides Dutch is supported.
App seems completely non-functional
Arrived in Netherlands. Data roaming on phone is working well. But all this app does is state “something went wrong when requesting trips”. No functionality available at all. Useless.
No Apple Pay
Apple Pay not supported. Additionally the app indicated amex is accepted, however it is not. The payment screen does not display in English!
Poor translation
While many expats appreciate and rely on this service; half is done in English, half is not.
Unreliable
My train was canceled and the app did not notify me, even though it has in the past and all my notifications are on. Now I'm late for work!!
Didn't work
Doesn't find stops,
Crashes on picking stations
Crashes on picking stations
Ns reisplanner
Bad app can not plan trip in advance only for same day
App crashes immediately
Completely useless. Judging from the reviews, the developers have been sitting on their butts, doing nothing for more than a month.
API error
Geeft sinds de update continue een foutmelding over een API-error en is onbruikbaar. Totaal waardeloos tot men deze fout herstelt.
App werkt niet!
App is no longer usefull due to API network failure. You are un able to plan a trip. Can't even look up departure times. The app just crashes. Will give 5 stars once it's fixed.
Slechte notificaties
De app werkt prima, maar er staat nu nog steeds een storing van een maand geleden op de lijst.
No refunds
Beware of ordering tickets ahead of time such as high speed train tickets. If there is maintenance and you cannot use the high speed trains, they will not issue refunds, just coupons, which in our case, could not be used, and no issued refunds despite arguing with customer service. Otherwise, the app is nice and planning trips is helpful.
Trouble purchasing tickets
I was desperately trying to purchase tickets for the six of us-four adults and two children. It should’ve been a straightforward process, but things went horribly wrong. First, I couldn’t add the adults to the children’s tickets. I was forced to buy them separately. I started with the children’s tickets, but then when I tried to buy the adult ones, the Visa card that worked just fine for the kids was suddenly rejected! It made no sense. Frustrated, I had to scramble to use a completely different payment method to complete the transaction. It was such a nightmare! So many things went wrong for no reason-absolutely maddening!
Can’t reserve bike spot on the app
Every time I click on “reserve a bike spot” when booking a train ticket, a browser pops up and says hyperlink not valid. Even if I try to log in to my account, it still doesn’t work. I can only do it on NS.nl and on my computer. On the smartphone version of NS.nl, while booking a place for bike, Google Captcha will show up on top of the page and it’s not impossible to scroll up to verify the Captcha. So many bugs. Please fix.
Tickets
Why is the process of buying tickets and retrieving them so convoluted
E-tickets not possible because of Apple Pay
Tried to use an e-ticket, but the check in scanner doesn’t work with the QR code because there is also an NFC reader built into it, causing the Apple Pay screen to appear.
English not available for disruptions
Well, I selected English in settings, but the disruptions only shows Dutch, so this was not helpful for me. I'm hoping for an update to correct this.
Update
Voor de update van vandaag werkte alles prima. Na de update werkt bijna niets meer. Ik kan niet eens meer een reis plannen -.-
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)