How to get a refund if my ticket was bought from a Chinese app called wechat?

Lan666 · 2023-09-19T18:32:28+00:00

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Lan666

Hi I bought a three day pass ticket on September 17th on a Chinese app called wechat and I didn’t notice the date of the ticket so it was valid just on the next day. But I will go to the Switzerland on September 30-October 1. Then I called the live agent on the wechat and they said to me that because this platform on the wechat is a fully automatic ticket-book platform so they can do nothing for me and ask me to directly make a phone call to SBB. So then I made a call to SBB and they said to me that because I booked a ticket on a company so they can not give me a refund from their side（they said that I definitely can get a refund but they just can’t operate me a refund from their side because I bought from a company rather than the SBB app）and asked me to talk with the company that I bought the ticket. So now I’m totally confused and sad because I was stuck at this situation and both sides ask me to talk with the other side. So what can I do now? That’s a large amount of fortune for a student. And on a Chinese forum on the Internet there are so many people faced the same embarrassing situation. Can you help me to argue with some upper managers in SBB to let them know my weird situation or is there any other solution? I’m sorry for my mistake and looing forward to your reply.

MelanieD

Hello [unknown],

Thank you for your enquiry.

If you have purchased a ticket from We Chat app you will need to contact them for an exchange or refund. As it is a different company, we do not have access to their system for purchases.

Have a nice day
Greetings MelanieD

Lan666

Thank you for your reply. Can you help me to contact that company, or can you provide me with their email address or phone number? It’s a very weird situation. There’s absolutely not a single response from We Chat app for three working days. And I also called SBB several times and all they can do is to advice me to contact with We Chat. And this We Chat platform also represents you, SBB. SBB should be responsible for the inaction of We Chat because this platform represents you and sold me a ticket in the name of SBB!!! I was really exhausted by this disappointing situation that both of you puch me to the other side.I want to get a refund and it’s totally rightful for me to get a refund if I never use that ticket as a customer.

RolandP

Hello Lan666

If the ticket is a Supersaver ticket or a Saver Day Pass, please be informed that they are not refunded - no matter the point of sales.

Kind regards,
Roland

Lan666

RolandP Thank you for your reply. My ticket is called “swiss travel pass 3 days”. It’s not a Supersaver or a Saver day pass. I know that the earlier you buy saver day pass the cheaper you will get. But the price of swiss travel pass 3 days is stable no matter when you buy it. I think they are different catagories.

Lan666

Lan666 So I think now my problem is, I bought a ticket on a Chinese agent platform called We Chat so all the things just become weird. This agent is just like a skeleton, absolutely no reply or just reply something automatically and uselessly. Now the only solution that SBB on the phone tell me is that I have to talk to a skeleton.

RomanoS

HI Lan666,

I understand right, that you didn’t booked on our official SBB WeChat Miniprogramm?
Please notice that we have our own official SBB Miniprograms that are available on Alipay and WeChat. Have a look here 🙂

Many thanks,

Romano Schneider
SBB Community Manager