Hello all,
I was to travel from Neuchâtel to Zurich on 26.06.24 when I tried purchasing the general ticket as a guest from the internet. The entire system was down, so couldn’t buy it. I went to the ticket counter to buy the ticket. Everything was alright, until after the payment was done. The payment was made and neither the receipt or ticket came out. Instead I got a message on the screen which said “error, please take your money of 64€ back”. I paid with my Visa card, no cash came out. I went to the customer Center SBB to buy the ticket. The kind lady tried only to complain about the system not functioning. Now I told her about the money being deducted at the counter, and she said if ticket wasn’t issued I should get back the money. I trusted her, took the next train and purchased a ticket inside the train. I inquired again at the Zurich station SBB Center about it. The same response. Now it’s more than 3 days and I haven’t received the money back into my account. I was travelling to Swiss for a conference and I reside in Germany. Now, since I made a purchase on the ticket machine and I don’t reside in Swiss, how can I apply for compensation? Can someone please guide, or share the customer support email id. Thanks for all the support.