Charged 3 times for tickets

Xuhoimogh98

Hello! My family of seven from the States will be traveling to Switzerland and Italy. Last night I bought tickets from Milano Central to Naples Central. When trying to purchase on the SBB website I continued to get an error saying the purchase was unable to process and did not go through. I proceeded to try again and the same thing happened. It finally went through on the third try. However, when I checked our credit card statement I was charged 3 times for the same route at the same time for all 7 of us. I did try to call but was unable to reach anyone due to a non working number. I did reach out via email but have not heard anything. I am hoping this will get resolved. Does anyone have an idea how to reach an actual person? Thank you so much.

RolandP

Hello Xuhoimogh98

Check again your credit card statement.

Every successful purchase is complered by a purchase confirmation e-mail. Had you purchased the tickets three times, you would have received a triple purchase confirmation.

What is more likely, though, the amount was only reserved and therefore appeared on your credit card. The reservation will again be cancelled, usually within 24 hours.

Still want to call SBB? The number is working, you simply have to use the right prefix to make calls to Europe: 011 41 51 225 56 78 (24/7, waiting times may occur).

For domestic rail tickets in Italy, you preferably purchase them from Trenitalia.

Kind regards,
Roland

Xuhoimogh98

Thank you so very much for your reply! Yes, I did receive verification emails for my purchase. As of now, I have three separate reservations for my family of seven for the exact same train on the exact same timetable, but each reservation has different seats for the seven of us. They did indeed charge me three separate times because I have three separate verification emails and three separate credit card charges. I did reach out to them, via email, but it said they might not get back until four days. I would love to get this resolved because the charges are quite expensive. I am hoping they can see the error on their part and canceled the last two reservations. We have two legs of this trip. The first part is from Luzern to Milan. Then, we wanted to have a nice lunch at the train station and so I bought separate tickets for Milan to Naples, leaving an hour and a half later. I did not know that I should buy them from Trenitalia. Does it matter very much? Thank you again for your help!!!!! Also, I did call the number you suggested, and there was no answer. Any help you can offer me will be wonderful. Thank you again.

Xuhoimogh98

OK, I finally found a working phone number through Trip Advisor. I was able to speak with a representative and get it straightened out. Thank you for your help!