RolandP
Thank you for clarifying Roland. I understand where you are coming from and that’s a reasonable argument except that to be perfectly clear, the instruction came from the SBB office ticket selling person and also when the SBB officer told me, I checked online too, and the online policy doesn’t say to refund I must get a e-ticket, it simply just say I need evidence that I have purchase another ticket.
Now to walk you through again what happened:
- I showed the SBB staff my e-ticket, they said I can’t ride that train because it is supersaver (specific train time)
- The SBB staff told me I must purchase a new one and I can make refund online for the e-ticket
- At no point any SBB officer told me there was anything I should do such as any form of validation by a SBB staff that I wasn’t riding the train using the e-ticket.
- SBB officer also didn’t tell me then if I want to refund I must buy with e-ticket when I show them my original e-ticket. If I had known then, I’ll create an account right away and buy with e-ticket so I know I can claim the old e-ticket.
- Now I try to claim online and I’m told I don’t have any proof that the e-ticket wasn’t used (fair point but no one tell me earlier!) even though I do have made actual paper ticket purchase.
I followed every instruction from SBB staff and then I cannot get a refund.
The e-ticket was 23 CHF, paper ticket was 37 CHF, after deducting the 10 CHF as per SBB policy for refund, I should still get 13 CHF back. I asked the SBB office twice, as I bought the paper ticket twice. So that’s just 26 CHF in total.
I’m sure if I go back to SBB ticket office tomorrow, I still get same response (you buy your paper ticket here now and refund your e-ticket online). You should try it out yourself and ask about this at counter, then you know there is a disconnect between online staff and offline staff and customer are bearing the cost of SBB’s internal error.
Thank you for responding to my question, but very disappointed.