poor service from online customer service

thomasamriswil

a few months ago I bought a super saver ticket because the schedule was according to my needs. At the time of travel I found that the train was arriving at destination nearly 2 hours after the initially schedule time. This ticket useless to me. I tried to ask for a refund but it didn’t work. Then, tried to claim because of a delay over 60 minutes… but the employees keep giving me the same reply. They even don’t read the emails… very frustrating and dissapointing. Am I the only one facing this?

RolandP

Hello thomasamriswil

As a general saying, a Supersaver ticket is not refundable. For which route was the ticket, and why did the journey take 2 hours longer? Due to construction works?

If you do not want to travel, because the connection is no longer useful, e.g. due to construction works or a line interruption (hence, due to a railway failure), you were required to immediately contact the SBB Travel Center or an SBB train attendant before travel; any of them would have issued a confirmation for the non-use of the ticket. With this confirmation, you could have requested a refund. Otherwise, there is no way to refund a ticket as you do not have a proof that it was not used. You could have used the ticket on an alternative connection, though.

Kind regards,
Roland

Kaichikai11

thomasamriswil

No, they do not care, they screw up plans by having us all be late but expect us to have our tickets in order, when they can’t even do that!
The reply of Sbb shows how little they care and how they are only worried about you cheating the system.

Customer service in line
Over the phone and counter are useless
It’s like talking to different companies that are owned by the same firm and where the right hand does not speak to the left.

I have had to show people at the customer service desk that they have services they swore they don’t have!

Horrible service and mayor lack of training