Dear SBB Team,
I am writing to bring to your attention a concerning incident involving the conduct of your ticket-checking staff and the subsequent issuance of a penalty.
On 24 January, I purchased a Zug-Zurich day card (Z-pass TVSZ-TVZG-ZVV). I would like to emphasize that I am not a Zurich resident and, consequently, I am not thoroughly familiar with the zoning rules in place.
Throughout the day, I was in my office at Zurich Hardbrucke. Later in the evening, as I was heading home after picking up a friend from the airport, the control staff checked my ticket while we were on the train towards Zug. I confidently presented my day pass, assuming it covered my journey. However, to my surprise, your colleague insisted that my ticket was invalid and proceeded to issue me a penalty.
Seeking clarification, I politely inquired about the reasons behind this decision. Unfortunately, the response I received was not only unhelpful but also remarkably rude. The staff member raised their voice and insisted on my immediate signature without offering any explanation. In my state of distress from this encounter, I attempted to understand the situation, only to realize, on my own, that my day pass lacked coverage for 1 zone between Oerlikon and the Airport.
It is disheartening that, despite being a diligent commuter, I experienced such behavior without any explanation or empathy. The lack of consideration and the abrupt manner in which the penalty was handled left me shaken and bewildered. I found myself alone, trying to comprehend my mistake while feeling an unwarranted sense of guilt.
I am in the process of submitting a penalty challenge through your online form. However, I am encountering difficulties as I lack the required DOS ID on the issued bill. Can you help me with it? Additionally, I urge you to reconsider the current control mechanism. Not all commuters are familiar with every city’s zones, and penalizing individuals, especially those with already purchased tickets, in such a disrespectful manner seems disproportionate.
I kindly request your assistance in addressing this matter promptly and providing guidance on the penalty challenge process, considering the circumstances described.
Thank you for your attention to this issue. I trust that you will take the necessary steps to ensure a fair and considerate resolution.