Train cancellation Basel SBB - Karlsruhe Hbf

Cieweacho64

25년 10월 10일 인터라켄에서 시작해서 파리까지 가는 여정이었습니다.
인터라켄에서 바젤까지는 잘 갔지만, Bassel SBB에서 Karlsruhe Hbf 로 가는 기차가 취소되었습니다. 그 기차는 우리의 편안한 여정을 위해서 좌석까지 미리 예매했었습니다.
하지만 연결편을 대체해주신것은 Mannheim으로가서 파리로 가는 기차였습니다.
하지만 끔찍하게도 우리의 좌석은 보장되지 않았고, 파리로 가는 일정내내 서서 가야했습니다.
우리의 권리인 정당한 비용을 내고 예약했던 좌석을 배정받지도 못했고, 서서 가야 했으며 , 그리고 일정보다 늦게 파리에 도착해서 예매한 성당의 입장권도 사용하지 못했다는 것입니다.

어떻게 보상을 받아야 할지 알려주시면 감사하겠습니다.

Tafunge25

We speak english here. Please express your desire in english. You can also write in the german, french or italian part of the forum.

Cieweacho64

It was a journey from Interlaken to Paris on October 10, 2025.
We traveled smoothly from Interlaken to Basel, but the train from Bassel SBB to Karlsruhe Hbf was canceled. We had already reserved seats for that train to ensure a comfortable journey.
However, we were offered a replacement train to Mannheim, which then took us to Paris.
To our horror, our seats were not guaranteed, and we had to stand the entire way to Paris.
We were denied the seats we had paid for, which were our right, and we were forced to stand. Furthermore, we arrived in Paris later than scheduled, and were unable to use our reserved cathedral tickets.

Please let me know how I can seek compensation.

Danhiel

Hello Cieweacho64

If you take another TGV as planned, you have to ask at the ticket office for a new free reservation. It is not allowed to board a TGV without a reservation, you have to wait for the next available train. It may be possible that you got insuffisent information at Basel SBB.

If you bought the ticket through SBB, I suggest to submit a complaint here:

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

Kind regards
Danhiel

Krist

This is a puzzling story. The obvious route from Basel to Paris is not via Karlsruhe or Mannheim.

A ticket does indeed not guarantee a seat. A ticket just allows you to be present on a railway route. For seat you need an extra reservation and it is indeed inconvenient if your train gets cancelled and you end up with another train and without reservations. Was the ticket office unable to exchange your reservations for seats on the next train?

But without a reservation you indeed have no right to a seat.

Where did you buy your ticket? (And how did you end up with this very unusual routing). You have to apply for compensation with whoever you bought the tickets from.

EDIt: I have a suspicion on how you ended up with this routing: Did you book your train travel more than a few months ahead of your travel date?

Cieweacho64

Danhiel
Hello 👋
After hearing your opinion, I explained my situation to the place you linked and asked for a solution, and this is the response I received.

I’m not familiar with the SBB here in Switzerland, so it’s not easy for me to understand this system.

Hey Cieweacho64,

Just checking in; by now you should have plenty of replies to your question: Zugausfall Basel SBB - Karlsruhe Hbf. Hopefully one of them has helped you solve your problem.

If so, it would be really helpful for future members if you could set a best answer to your question. It’ll help people with the same problem find the answer they need, and it’s also a big thank you to the members who helped you out. They give their time voluntarily, so it’s nice to let them know that they’re doing well.

Visit the discussion here: https://community.sbb.ch/d/40043, and select the most appropriate post as the best answer.

Thanks!

Cieweacho64

Hello. I booked a train ticket on SBB Mobile on April 15, 2025. The reservation number is •••••••••••••. As you can see, the trip was from Basel to Karlsruhe and then from Karlsruhe to Paris. The 9:13 train from Basel to Karlsruhe was cancelled. The ticket office told me that because that train was cancelled, I would have to go from Basel to Mannheim and then to Paris, but they didn’t guarantee me a seat. I had already paid extra to reserve a seat on all trains from Basel to Paris when I first booked, but I was not guaranteed a seat at all.

Danhiel

Cieweacho64 As you can see, the trip was from Basel to Karlsruhe and then from Karlsruhe to Paris.

Sorry, this community is not the SBB Customer Service and we don’t see your tickets. Please read again my previous post and follow the link to submit a complaint.

Krist

Cieweacho64 I booked a train ticket on SBB Mobile on April 15, 2025.

For your next time: Do not book trains that early. What obviously happened is that on April the direct TGVs to Paris were not yet open for booking, but the route via Karlsruhe was, and as a result you ended up with a route that takes up to 3 hours longer.

When you try to book trains far in advance, and do not see what you expect to see you are just to early.

Cieweacho64

As an aside, we also wanted to take the simple route from Basel to Paris, but there was no direct train at the time we needed to go, so we had no choice but to go to Karlsruhe.

Krist

When did you book this? There were direct trains from Basel to Paris on Oct. 10. It is possible that you just booked to early, and that not all trains were open for booking yet at that time.

Danhiel

Hello Cieweacho64

This is not an answer from the SBB Customer Service; this mail is only to ask if you could solve your problem in this community. It is automatically generated and everyone gets it, you can ignore it.