I want a compensation for missed conections

Voohehai83

We purchased a combined ticket on your website (including four trains and a Flixbus) for our trip on 05/10/2025 from Locarno to Freiburg(Breisgau) Hbf. The first train was delayed by 20 minutes, which caused us to miss the rest of our connections: the following trains and the Flixbus connection. Because of this, we had to take three different trains and pay for two additional Flixbus tickets to reach our destination since we also missed the 10 p.m. Flixbus due to a final delay on the train to Basel and we had to buy the 11:25 p.m. Flixbus from Basel to Freiburg(Breisgau) Hbf .
I can attach the original ticket, and the receipts for the additional costs.
I ask for a refund of the extra transport expenses and any applicable compensation according to passenger rights.
Thank you very much for your help.

Danhiel

Hello Voohehai83

If you purchased a train ticket combined with Flixbus, it was not on SBB website. SBB doesn’t sell any Flixbus ticket, you should contact the reseller.

Please note that no compensation is due for train delays of less than 60 minutes and no refund is made if you miss a connecting Flixbus, according to passenger rights.

Kind regards
Danhiel

Alessandro Klaus

Hello Voohehai83

In this case, please contact SBB directly or go to an operated railway ticket counter. They can refund your ticket.

Kind regards,
Alessandro Klaus

Voohehai83

Hello Danhiel
Thank you for your response,
The ticket was purchased through the SSB app. It was for the route from Locarno to Freiburg (Breisgau) Hbf, which included the following connections: Locarno – Bellinzona / Bellinzona – Arth-Goldau / Arth-Goldau – Olten / Olten – Basel SBB / Basel SBB – Freiburg (BRSG) Hbf by Bus 50002.
The FlixBus tickets were purchased after missing these connections. I have the original ticket and the FlixBus tickets, which I can send by email if needed.

Danhiel

Voohehai83

Sorry, I didn’t understand you correctly. Replacement buses were in service due to construction works, but they were not operated by Flixbus and you didn’t purchase separate tickets. Flixbus is a specific bus company, but not a generic name for long distance buses in Europe.

If you missed the last connection of the day, it should be possible to obtain a refund of bus tickets, because it was probably less expensive as a hotel night in Basel. I suggest to submit a complaint here:

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

Krist

When you missed your connection in Basel did you approach someone from SBB to ask what they could do for you?
Because you bought a transportation service from Locarno to Freiburg, so SBB had to get you there. And usually in such a case where you miss the last connection of the day you are entitled to either a hotel room, or alternative transportation. You are not supposed to take matters in your own hand.

Voohehai83

Sorry, perhaps I didn’t express myself correctly. Actually, we only managed to take the first train as planned. After that, we missed all the other train connections and the final bus. We had to take two additional trains and a Flixbus to get to Freiburg.

Thanks for the information, I will file the claim.