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Fine Due to Recurring Ticket Purchasing Issue

Falhejainu

I am writing to request your assistance in resolving a fine I received under unfortunate circumstances.

Today, I attempted to purchase tickets for myself and my wife via the SBB app. However, the payment option was grayed out, as has happened before. In Bouveret, there are no ticket counters or staff available, and the ticket machine often presents the same issue.

Previously, when I encountered this problem, I boarded the train and explained the situation to the staff. They allowed me to purchase the ticket onboard without issue. Unfortunately, today the same issue occurred, but this time the app began working while I was already on the train. I paid for the tickets immediately, but it took about 7 minutes due to the app’s delay.

I explained the situation to the train worker, but despite my explanation and proof of payment, I was issued a fine for both myself and my wife. I am requesting that you review this matter and consider canceling the fine, as the delay in ticket purchase was due to a recurring technical issue beyond my control.

Bouveret’s lack of on-site staff or alternative support makes situations like this challenging. I kindly ask for your understanding and assistance in resolving this matter fairly.

Thank you for your attention, and I look forward to hearing from you.

Best regards,
Faisal Alhejaini

RolandP

Hello Falhejainu

Welcome to the SBB Community.
We are a customer support forum run by volunteers; we are not the SBB Customer Service; consequently, this website is not made to contact the latter.

In Switzerland, the ticket cannot be purchased on board a public transit vehicle. You must acquire it before boarding. If the app is not working properly, you must use the ticketing machine as per GTC, whatsoever.

You are not allowed to board the train without a valid ticket. If there is a global technical problem with the app, it is communicated in the app.

Alternatively, you could purchase the ticket at home, with your computer.

Why was the option greyed-out? Did you try purchasing the ticket for both using Half Fare Plus by any chance?

What is the route of your trip?

Kind regards,
Roland

Burton

RolandP Yeah Roland and if there is no machine working or not installed? We all know that SBB loves digitalization because you can fine people if the system is not working.
I had the case that a part of the canton of zurich lost swisscom mobilephone services
Lucky there was a working machine at the trainstation. In Bülach I had a phone connection again, I checked the Swisscom information they said solved till mid day. So what should a customer do not go to work till midday if the phone provider has partially down systems?
Luckly for others it was solved while I was in Bülach.

Falhejainu

I tried first my phone, then my wife’s phone. Then my iPad, then the machine. I had this issue before and when I talked with the worker about it. She told me that it happens sometimes with trips. And they let us buy the ticket from the train using their device. And it was okay. This time. The same issue happened to me and I had an appointment I couldn’t wait. But after boarding I tried refreshing multiple times until it worked. The departure was 11:59 I bought it at 12:07 the guy came and I explained the situation. It was maybe 5 min after buying my ticket and my wife’s. And the train was nearly empty. He didn’t want to even listen to me and fined me. Me and my wife are new here. And I told him that this already happened before. When I went to Lausanne. And they understood the situation. Because it happened to others apparently. But I don’t know. Like. 7 min just after departure and it was before the train change or any stop. It was grayed out and no price is shown. Even the machine. And the route was from Bouveret to Montreux

RolandP

Hello Falhejainu

If it is a known and reocurring issue, you should contact

the Centre des Recettes, the phone number is given on the receipt; for SBB / Region Alps trains its: 0848 00 11 33 (Mon-Fri, business hours), as well as
the SBB Customer Service:
https://www.sbb.ch/de/hilfe-und-kontakt/erstattung-entschaedigung/rueckerstattung/rueckerstattung-billetten-schweiz.html

However, there is no general technical issue with the SBB Mobile App, whatsoever. Would that be the case, we would have reactions here in our community in no time.

Working as a ticket inspector, I am not aware of a technical issue with this train line. Therefore, I cannot second this statement: “And they understood the situation. Because it happened to others apparently”.

Kind regards,
Roland

RolandP

Hello Burton

It is the passenger’s responsibility to have a valid ticket before boarding, no matter how the ticket is acquired.

In what concerns train tickets, every station is equipped with a ticketing machine; in the unlikely event of a malfunctioning ticketing machine, there is a toll-free number available on the ticket machine to request help. If one does not have a phone to request help, it is okay to board; in case of a ticket control, the passenger’s personal information will be registered; the passenger can contact SBB post ticket control. If there was indeed a malfunctioning machine, the invoice will be cancelled.

There are a hundred reasons why one could not purchase a ticket. The unavailability of the app or ticketing machine are just two of them. Is the app not available, appropriate information will be posted in the app, including some instructions for the clients about what to do.

Kindly note: the unavailability of the phone network is not an excuse to use the public transit services free of charge. You have to pay because the public transit operator is not to blame. It is the identical case as when you are unable to pay with your phone or credit card at the grocery store’s check-out; payment is required before you can leave the shop with your groceries.

Kind regards,
Roland