Dear SBB Customer Service,
I am writing to formally contest a fine I received on my journey from Geneva to Lausanne on 24/05/2025, as well as to express my deep concern about the disrespectful and unprofessional behavior of one of your ticket inspectors.
Earlier that day, I had attended the Geneva Open tennis tournament, and for my return trip to Lausanne, I had already purchased a valid ticket through the SBB app in advance. I also hold a Demi-Tarif travel card.
Unfortunately, my phone ran out of battery before I could show my ticket to the inspector. Since there were no charging sockets in the second class carriage, I briefly sat in a first-class seat only to charge my phone so I could retrieve my digital ticket and safely return home. I had no intention to avoid paying or misuse the service, especially considering the class upgrade cost is only CHF 8, which I would have gladly paid if given the opportunity.
When the train departed, a female inspector approached me. I tried to explain my situation in English, but she refused to listen and showed a complete lack of understanding. Her behavior was rude, dismissive, and frankly, felt discriminatory because I did not speak French. She made no effort to communicate respectfully or allow me to explain myself, and proceeded to issue a CHF 75 fine immediately. I was deeply shocked by her tone, facial expressions, and general attitude — I felt humiliated and unfairly treated in front of other passengers.
I am kindly requesting that this fine be cancelled, as it is both unjustified and disproportionate. I had a valid ticket, I never intended to misuse any service, and I only moved briefly to a first-class seat out of necessity due to the lack of charging options. I find it deeply disappointing that there was no understanding, flexibility, or basic human decency shown by your staff.
I trust that SBB, as a national public transport provider, upholds values of fairness, respect, and inclusion — regardless of language or nationality. I would greatly appreciate it if you could investigate this incident and confirm the cancellation of the fine.
Thank you for your attention. I look forward to your response.
Kind regards Esmeralda Tanaka