The SBB lost my luggage, what to do now?

Coinouyeaqu40

I shipped my luggage from Montreux to Zurich HB, but it did not arrive, the staff helped me to file an internal search claim at the Zurich main station when I tried to pick it up. They told me they would be searching for it in their system for 14 days, and then they would let me know. The problem is that I was traveling, now I am no longer in Switzerland, and I tried to call the service center, they told me that they don’t have any information if the station filed a claim instead of online. But this is not the lost and found case here, I can’t find contact information about this other than the contact center number. What should I do with the now?😔😟

RolandP

Hello Coinouyeaqu40

Even though the luggage was lost internally, as you say, they most likely filed a lost property report. Don’t you have a number of it?

It probably makes sense to file another report by you: https://lostandfound.sbb.ch/home/sbb/SBB/app?Culturename=en

You can also contact SBB by writing, what I suggest in this case. I prepared the contact form for you by selecting the correct subject:

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation.html?stepId=3.20

Kind regards,
Roland

Coinouyeaqu40

RolandP Thank you, I found the customer service web after I posted this, and have already contacted customer service and waiting for them to get back to me. I do have a reference number starting with V, it seems like lost and fund claims start with K. So I guess they are separate claims?

RolandP

Hello Coinouyeaqu40

Can be, I am a ticket professional and not that much into internal processes around luggage shipping service.

Important is that you have got a number, so the case is definitely filed. And, in such case, writing is advisable, to track down the entire discussion. I hope there will be a resolution to your problem soon.

Please let us know about the outcome, we are eager to know. It helps us to give advice to fellow customers being in the same situation. Although I must say, it is the first time in 10 years working with SBB that I have heard about a lost property, that was lost while shipping. Not so with airlines, as I experienced in my former profession.

Best wishes,
Roland