Ticket Refund

Pokieckee95

On FEB 21 I purchased a ticket for my son and I to travel from GEN to Saas Fee on FEB 27. When we arrived in GEN on FEB 27 we proceeded to the train station and took the train. However, after boarding our tickets were checked and we were told that we had taken an earlier train then we had booked. I was then required to purchase a more expensive ticket for the same day to reach our destination.

Would you please advise as to what my options are for a refund on one set of the tickets? I have logged in to request the refund but the tickets are not showing in the history. I have the original email purchase and the receipt from the on-train purchase in my possession.

Please let me know how this can be resolved.

RolandP

Hello Pokieckee95

It is correct, Supersaver tickets are only good for the connection that was chosen while booking the tickets. If you wanted flexibility, you were required to purchase Saver Day Passes or Point-to-point tickets at standard fare. They are both valid on any connection on the day of travel.

You can try to request a refund using this form and by selecting the reason that you had missed the train and therefore purchased tickets at standard fare. There is a CHF 10 administration fee per request:

https://www.sbb.ch/en/help-and-contact/refunds-compensation/refunds-compensation/refund-form.html

Kind regards,
Roland

Pokieckee95

Merci and thank you

Pokieckee95

Very helpful customer service. My issue has been resolved and the ticket fee refunded for the duplicate purchase.

Thank you and have a Happy Easter.

RolandP

Hello Pokieckee95

This is great news. I am happy that there was a speedy resolution to your problem and the customer service was helpful.

My colleagues, @RomanoS @Sarah_W will certainly be pleased to send your feedback to the customer service team in charge.

Get back to us if you need more rail travel advice in the future.

Best wishes,
Roland