Duplicate purchase of ticket on the app

ycchan

I was trying to buy a ticket at the SBB app. Somehow the app kept saying ‘an error has occurred’ so I kept trying to buy it. Then it turned out I paid twice and got two tickets (both in my name), for the same validity period.
I asked for a refund from SBB and I got a reply that it is not possible, because I cannot prove the ticket was not used (how can I use two tickets for the same name, for the same day for the same validity period???).
This is just a glitch in their app (and a poor design, how can you allow people buying duplicated tickets) and it is outrageous that I need to pay their mistake.

RolandP

Hello ycchan

The ticketing system does not check whether you have already purchased the same ticket. It would not even possible when you purchase as a guest. Did you by any chance use both tickets in such a way that you did show one ticket at the first ticket control, and at the next check, the other ticket? In this case, both tickets do have a “used & checked time stamp” to which SBB refers.

Please contact SBB again using the complaint form, attach both tickets or mention their ticket IDs and describe the case:

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

The SBB Community is a customer help forum run by other customers. We are therefore unable to assist you in this matter other than giving the link to the customer complaint form. Nevertheless, we do like a hello and a thank you as part of a question, as we are all volunteers.

Kind regards,
Roland