Regarding refund for a bus ticket which was charged twice on my Prepaid card

Jove

Hello all. So yesterday, while I was trying to book a bus ticket via the SBB app, during the checkout I wanted to pay through a different card so I tried to add it but the change did not yet show up (it was still my old card). I tried again and again, but I was totally unable to change it. I then closed the app and started again, this time though during checkout the new card was already being displayed there. I went ahead to purchase the ticket, did it successfully but to my surprise found out that two tickets got booked (in back to back time intervals). I have no clue how, I clearly entered my PIN only once during the transaction. Is there any way I get a refund for one ticket? Thanks!

RolandP

Hello Jove

Please use this form and explain the double payment.

https://www.sbb.ch/en/help-and-contact/refunds-compensation/refunds-compensation/refund-form.html?stepId=3.2

Kind regards,
Roland

Jove

Hi Roland, thanks a lot for your reply!

Well, to be honest, the ticket was under CHF 10. But the link says: “For refunds using the form, the deductible amount is CHF 10. No refunds are provided on tickets under CHF 10.” So I am not sure if I should use this.

I just wanted to explore if there was any chance of refund because it was clearly a glitch in the app. I can do however prove that I of course did not travel on both occasions since it is theoretically impossible for me to be simultaneously on two buses.

If there is anything else which can help in this case, would you mind sharing please?

RolandP

Hello Jove

In this case please use the contact form, mention both ticket ID’s and describe why you want to request a refund.

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation.html?stepId=3.17

Kind regards,
Roland

Jove

RolandP Thank you so much for sharing the link! Have filled the form and submitted. Let’s see 🙂