I have returned after spending a pleasant time in Switzerland, but I was shocked to receive an email from SBB.
Originally, we planned to take the train from Grindelwald Grund station to Jungfraujoch station via Kleine Scheidegg, and we purchased tickets for 5 adults. All 5 adults boarded the train and traveled to Kleine Scheidegg. However, at Kleine Scheidegg we were informed by a staff member that, due to a train track problem between Kleine Scheidegg and Eigergletscher, the train could not proceed further.
The staff told all passengers to either return to Grindelwald for a refund or take the gondola instead at the Grindelwald terminal. As a result, all 5 adults returned to Grindelwald station. One adult, who has acrophobia, decided to return to the accommodation. Therefore, I requested a refund for that one adult’s ticket at the ticket office. However, I was told at the counter that a refund was not possible there and that I should only apply online.
Following that instruction, I submitted a refund request only for the ticket of the one adult who returned to the accommodation, while the remaining 4 adults took the gondola up to Jungfraujoch and came back afterward.
So, why is the refund being denied? Because of your train problem, one person was unable to continue the journey, and therefore we requested a refund. Please kindly recheck the situation regarding your train problem.
I look forward to your positive response.