how can i contact the SBB

longhui520

I have buy two tickets from Interlaken to Bern yesterday, and I have already paid for them. But I don’t get anything about the tickets. I want to know whether I purchase success and where my money goes?
I want to contact the supplier, but the interface always show ‘Captcha’, when I send the message. How can i contact to the SBB?

RolandP

Hello longhui520

Try another browser; or, you can also contact them by phone: +41 51 225 78 56 (24/7, waiting times may be possible).

Kind regards,
Roland

beauxpilgrim

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RolandP

Hello beauxpilgrim

How can we help?

Kind regards,
Roland

beauxpilgrim

RolandP

Thanks, that phone number worked.

I talked with someone at SBB. I entered my birthdate and my wife’s birthdate wrong on our tickets. (train from Geneva to Paris)

SBB employee told me it didn’t matter. She could cancel and reissue the tickets, but the train staff does not check id, they just scan the ticket so it does not matter.

RolandP

Hello beauxpilgrim

Was that really the answer from the Contact Center or did you misunderstand?

Certainly, the ticket inspector will want to see your passport together with your ticket. If it is obvious that the date of birth was entered incorrectly, there won’t be an issue. But IDs are definitely checked, as the tickets are personal.

https://www.sbb.ch/en/help-and-contact/products-services/tickets/switzerland/tickets.html#anchor7

Kind regards,
Roland

@RomanoS

beauxpilgrim

RolandP

That is what she said.

I asked a few clarifying questions and she confirmed.
She said:
“The attendant only looks at the pass and scans the code”
“They do not check your identification.”
“It does not matter that the birth date is wrong, and you are allowed 3 errors on the ticket anyway”
“you are good with the date of birth being wrong.”

Ill call again and insist they reissue the ticket.

Thanks for the direction.

RolandP

Hello beauxpilgrim

Is the DOB completely wrong, can you give an example?

Certainly, important is the name. That is definitely checked, randomly or systematic.

The DOB is another security element should the ticket inspector have doubts that the ticket does not belong to the person travelling, or to identify people who are travelling on a youth tarif while they are required to purchase an adult fare ticket.
If the DOB was totally not important, it would not be asked during the booking process.

I am insisting because I do not want that wrong information is spread among the SBB Community, a platform which became a great and excellent source of information for travellers, being resident or guest in our country.

Kind regards,
Roland

beauxpilgrim

RolandP

I understand.

my dob has the day wrong
my wife dob has day and year wrong
I will call today and post what I am told.

I can assure you, I understood the employee on the phone correctly before. I am traveling from abroad and do not want any issues. I questioned her about her statement to the point it was awkward, but again, I don’t want issues.

RolandP

Hello beauxpilgrim

I know about a technical glitch in the SBB webshop which changes the day of the DOB after purchase by one day. It happens very rarely and only for some customers. It might be that you became “victim” of this bug.

As far as I know, the bug has not been fixed yet.

Best wishes
Roland

beauxpilgrim

i called again today.

They tried to recreate the ticket, I was told they had to refund and recharge me. However, it would not process my credit card over the phone.

I was then told that after talking with a supervisor, it was an issue with trying to process a phone credit card transaction with an American credit card. That is probably true.

I was then told that he would make notes and that I should stop at an SBB office to be given a “note” that would indicate that my ticket was valid.

That does not seem like a good option to me but I don’t know what else to do other than cancel, pay the penalty and buy a ticket again.

I really think I entered the birthdate correctly. I am pretty particular about things like that. I used my Swiss Pass to buy the tickets.

It’s frustrating, for sure.