Disrupted/cancelled train connection

Vowhixo57

Hi! I took the train from Milano to Lugano on the evening of 21.10.23. The train I was on from Milan stopped and was delayed and cancelled, while the next train was completely cancelled. Thus, I did not reach my connection to Luzern in Lugano and needed to wait until the next day. The abruption was because of bad weather, but my insurance company need proof that it was cancelled because of a storm. Where can I get a confirmation letter of the reason of the cancellation?

AntoinetteS

Good morning Vowhixo57,
Thank you for you query.
Please contact our Customer Service. My colleagues will provide you with the necessary proof. Here is the link : https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation-auswahl.html
Please add the ticket ID, the order number or a picture of the ticket, and the exact schedule.
By the way: you can apply for compensation for the delay in accordance with passenger rights, which stipulate that a right to compensation arises from a delay of 60 minutes. Further information and the application form can be found under “National passenger rights” and at this link: https://www.sbb.ch/en/help-and-contact/refunds-compensation/refunds-compensation/compensation-for-delays.html
Thank you for your valued custom.
Best, AntoinetteS