Express Lost and Found request!

Manish

I submitted an express request at Basel SBB station for my bag that was left on the train. As per the guidelines, I should have received an update within 4 hours, but I have not yet received any email. My reference number is V••••/••••••.

The gentleman who created the request at Basel SBB asked me to check back after one hour. When I did, he informed me that the bag had been found — however, I have not yet received any official confirmation email regarding this.

RolandP

Hello Manish

This website is not the SBB Customer Service.
Please kindly contact SBB: +41 51 225 78 56 (24/7).

Kind regards,
Roland

Manish

Hey!

Thanks a lot for reply. I am in Europe for two weeks for travelling. I can’t call the given Swiss number. I would appreciate any alternate contact medium like email address. Thanks a lot!

RolandP

Hello Manish

In this case, please use the chat. All contact information is given on the SBB contact site, a little effort from your end to find it is required, though.

https://www.sbb.ch/en/help-and-contact/chatbot.html#anchor4

Kind regards,
Roland

Manish

Hey Roland,

Thanks for your advice. Yesterday evening, I spent over two hours trying to find the right contact information, but unfortunately, I couldn’t find any. I also asked the same question via the chatbox, and the response was to call the same number you had already provided.

It seems the status of lost and found can only be checked if the request is made online. Since I submitted an express search request, I’m unable to track the status myself.

Would it not be reasonable for SBB to provide an update directly, or at least share an email address for such queries — especially considering the inconvenience of searching through the website while my luggage is missing? As per your own guidelines, I should have received feedback within 4 hours for an express search, but I haven’t received any update yet.
I have added below the feedback from the chatbox for your reference.
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RolandP

Hello Manish

Simply open the chat and enter ‘Talk to an agent’. You will be connected with a human.

I do not know why you have not heard back from SBB. However, since you are abroad now, you would have to call SBB anyway to arrange the shipping to a foreign country. This is only possible by phone as you will have to share your credit card information for the shipping cost.

As I said before, here we are volunteering travel experts and not the SBB customer service. If you want to provide feedback to SBB, you shall use the form here:

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

Kind regards,
Roland

Manish

Okay, thanks — I’ve already received it and have been in touch.

For future reference, it would be mindful not to assume that someone reaching out here hasn’t put in the effort; it’s always better to ask rather than make that assumption.

That said, I truly appreciate the volunteering work you’re doing — having done some myself, I know the time and dedication it takes.