My wife and I visited Bern from Zürich on Wednesday. When returning, the screens showed platform 3 leaving at 11.31. On joining the train buffet, we were surprised by the controller that the train was going to Fribourg.
We explained that we got on the train expecting it to go to Zürich. For some reason, he charged us for a single Bern - Fribourg each, rather than a return, total CHF 29.60, and he took no notice of our half tax QR codes we were showing on our SBB Mobile apps. Luckily we were able to immediately get a train back, going to Zürich, through Bern, but of course we had to pay an additional CHF 6.40 each, total 12.80.
There was at least one other person in the buffet that also had the same issue, and I’m sure multiple others. A gentlemen pointed out there was a change 3 minutes before, but there was no tannoy announcement, and insufficient time for myself, a 67 year old with arthritis in both knees, to get to a different platform, even had we known about it.
My wife and I are Swiss residents since many years, frequent travellers on public transport, and would never knowingly travel without tickets.
How can I be refunded the CHF 42.40. I have all the tickets, either on paper, or our Swiss Pass apps
thanks
Kerry
