Ticket refund as train cancelled

Mline

Hello
Yesterday morning, the train of 7:08 S40 from Vauderens to Lausanne got delayed and then cancelled.
I couldn’t wait for next train as I would have missed an online meeting. Therefore I went back home.
How to proceed to be refunded?

RolandP

Hello Mline

Welcome to the SBB Community.
You can find the information here:

https://www.sbb.ch/en/help-and-contact/refunds-compensation/refunds-compensation/compensation-for-delays.html

Please note: it is definitely not recommended to publish ticket details on a publicly available website as our SBB Community. You put your privacy at great risk.

Et, nous parlons également le français, si jamais:
https://community.sbb.ch/all?language=fr

Kind regards,
Roland

Mline

Thank you Roland! Just submitted my request
From the Q&A on the app not found!
How can i delete the ticket picture I put in the initial message?
Best

RolandP

Hello Mline

It has been removed by one of the moderators.

Best wishes,
Roland

Mline

Roland was very responsive and helpful sharing the right form that not that easy to find on the internet.
However I’m dissatisfied (not the first time) with CFF answer and their “non-reply” to the problem. On the form there isn’t any box to explain and they just closed my ticket because “it’s like this”.
Their customer care isn’t present because they know that anyhow will take the train again…
I missed a professional appointment because of train cancellation but they don’t mind.

RolandP

Hello Mline

Good morning.

I am sorry to hear about your dissatisfaction.

It looks like the person who took care of your cancellation request was not aware of the fact that the refund request was made due to a train cancellation. By the number of cancellation requests SBB receives per day, a misunderstanding can happen.

However, we are not yet at a loss. I suggest reopening your request by sending a complaint, this time using the complaint form. Please mention the refund request ID (case ID) as part of your complaint.

The passengers’ rights clearly allow the cancellation of the trip in case of a disruption that makes the trip obsolete.

Here is the complaint form, I already selected the correct subject for you:
https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation.html?stepId=3.2

I hope this time you will get a positive response to your request. Please let us know about the outcome, we are eager to know.

Best wishes,
Roland