A REFUND TICKETS.

Berkkrdg

I CREATED A TICKET REFUND REQUEST BUT THEY TOLD ME TO WRITE HERE AND I AM CREATING A REFUND REQUEST AGAIN HERE. Case: CS007603114

On 06.12.23 (about 3 months ago) I bought an online ticket from Zurich to Paris for February 14th.

I can also tell you my order number
(order number: ••••••••••••)

HERE ARE MY TRANSACTION DETAILS:

Ref. No. ••••••••••••
Date/Time 06.12.2023 12:02:22
Terminal-ID 30341594
Trx.SeqNo 27842814
Transaction-ID 231206120222904030
Authorization Code 811435

I was at the train station at 8 am on February 14th, I went directly to your company’s box office and spoke directly to your employees.

I SHOWED MY TICKETS and your employee told me that he would leave from platform 14 and that I could go directly to Paris.

I got on thinking that this was the case. AND AT THE TICKET CHECK ON THE TRAIN. THEY TOLD ME THAT THIS WAS WRONG, YOU MUST BUY A NEW TICKET.

I WAS TOLD THAT THIS TICKET WAS NOT DIRECT AND I HAD TO BUY ANOTHER TICKET AND I WAS NOT HELPED,
AND WE HAD TO BUY ANOTHER TICKET, FOR WHICH I PAID 378 EUROS.

I HAVE AVAILABLE PDF + PHOTOS ALL OF TICKET WHAT I PAID

I ASK FOR A REFUND OF THE AMOUNTS PAID TO YOUR COMPANY 287 CHF,
BECAUSE I DIDN’T USE THE TICKET I BOUGHT FROM YOUR COMPANY.

BEST REGARDS

THİS İS THE TRANSACTİONS OF YOUR COMPANY

unknown.pdf

1MB

THIS IS MY NEW TRAIN TICKET I BOUGHT DURING THE JOURNEY

RolandP

Hello Berkkrdg

I think there is a misunderstanding. We, the SBB Community, are unable to assist you in this matter. The SBB Community is a C2C help forum, and not run by the SBB customer service.

Furthermore, we cannot judge on the case as we were not present, neither when you have asked the information desk, nor on the train. After having read your lines, as a general saying, the customer himself is responsible to make sure to be on the right train. Especially with TGV trains, the train number is clearly indicated on coaches.

Please get in touch with SBB customer service in writing, using this form:

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/claims-complaints.html

A small personal side note: writing in capital letters is considered impolite in our country. Avoid if you can.

Kind regards,
Roland

Krist

I see what happened.

You had a ticket for a trip from Zürich to Paris Est. That trip started with the TGV, dep. 9:34 direction Paris Garde de Lyon. Your were then supposed to get out in Basel, board a train to Strasbourg, where you would change again for a train to Paris. That should have been clearly indicated in the documents you got from SBB.

So in Zürich you got on the right train. But you shouldn’t have stayed on it. That was indeed a mistake.