Refund for international train cancellation

Kampetzutz22

Hello,

I bought a ticket from the SBB website from Zurich to Munich on the 14th a June around 7:30 departure. I was heading to Munich for euro 2024. The train was cancelled and the alternative would have got me into Munich too late to meet my friends and we had plans. I took the bus instead. I am trying to apply for a refund but the website is quite confusing. I tried one form which said I can’t do as it was an international train. I tried a second form which said I need to go to a ticket office where I bought it from however I bought it on the SBB website. Can someone help? The train was cancelled due to th Bavarian flooding. Thanks

RolandP

Hello Kampetzutz22

Do you have a confirmation from the train staff for the non-use of your train ticket, which remained, by the way, valid for travel via other routes, for example via Stuttgart? You as passenger must prove that you did not use the ticket.

Yes, a cancellation or refund of an international ticket is only possible at the counter or via phone: 0848 44 66 88 (CHF 0.08/min, waiting times may occur). And this, no matter through which channel you have purchased your ticket.

Kind regards,
Roland

Kampetzutz22

Hello, I have a QR code on the SBB app that won’t have been scanned which should be easy to see on their system I assume? I also have proof I purchased bus tickets during the train time. I also have pictures of the lovely swiss scenery from my bus seat. I also have proof of my arrival in Munich before a train via Stuggart could get me there. E.g purchase of a bratwurst on my bank card. I’ll call them when I return, thanks.

RolandP

Hello Kampetzutz22

Thanks for your additional information.

To close the discussion, and as reference for other readers of this platform, a ticket that was not scanned during the train journey does not serve as a proof of the non-use. As ticket checks are randomly performed, you can still use the train while your ticket has not been checked.

Consequently,

I have a QR code on the SBB app that won’t have been scanned which should be easy to see on their system I assume?

is not a valid argument and not qualifying for a refund.

Whether the other documents are accepted is the sole decision of SBB. You should call them now, as the cancellation of international tickets is time-dependent and should be done as soon as practical. This is also the reason why you can only cancel them by phone or at the counter, not by e-mail as the treatment of the latter may take some time and a cancellation is no longer possible. It is all described here:

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

Kind regards,
Roland