How to contact SBB from abroad? Lost item apparently "found"

Tristan39

Hello,

Not sure where else to write this - I lost an item on a train a while ago, but someone picked it up and gave it back to me. Now almost three months later SBB tells me it’s been “found”. Since I am abroad I cannot call and the link to modify my report no longer works.

I find it appalling that there is no email address I can use to contact SBB to address this issue. Really terrible customer service. Anyway, if anyone can tell me how to address this so that the person gets their item back it would be much appreciated.

RolandP

Hello Tristan39

As all big companies, SBB does not offer e-mail addresses but contact forms.

By doing so, SBB makes sure to request all important information in one single form from the customer in order to efficiently proceed with their inquiry. This is much more efficient than going back and forth by e-mail, just because further information has to be requested from the customer that was left unspoken but is relevant to answer the inquiry. Consequently, I would not call this a terrible customer service.

That said, you can report it to SBB using this form:

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

Do not forget to mention the K number under which your loss was filed.

Kind regards,
Roland

Tristan39

Hi Roland,

I appreciate your reply, but filing a complaint (which is where you directed me to) is not practical. My issue matches none of the topics there, and if I choose one at random, I have to fill out many fields which are not relevant to me. Such forms merely reduce the workload for the company while increasing the workload for customers.

If there is no other option I will simply report this in person when I am back in the country. But in the meantime the person who has a lost item will be less likely to have it returned…

RolandP

Hello Tristan39

I can just tell you from my great experience as a SBB Community SuperUser.

How often are we asked here a question while important things are left out, so we have to double-check facts and wait for a reply which may take days, for a simple question that could have answered in two minutes had we had all important information present with the first message.

What is this issue to fill in the a simple text form with a one liner saying they can close the case? I already preselected the form, you simply have to fill it in and send.

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

Nevermind, I leave it up to you how you want to proceed.

If you are unhappy with the services offered by SBB, you can use the same link above to make SBB aware of your unhappiness. Here, we are volunteers helping others, we are not the people who take strategic decisions.

Have a nice day,
Roland