Today we missed a bus that runs once per day the map was showing a different location. [upl-image-preview uuid=89304a6d-0311-4307-bd95-959053ff233d url=https://static.community.sbb.ch/2026-07-04/1783193290-874284-img-9860.png alt={TEXT?}] Can we request a refund, and if yes, how?

@"Quousoagie70"#p187075 I made today the same excursion to see the situation in Couvet station. Buses 383 start from "Couvet, gare" on weekends (in fact in front of the old station) and from "Couvet, Le Preyel" on weekdays. They don’t have the same route, I think that it is optimized for school transportation on weekdays and for tourists on weekends (but, with only 3 buses every day...). When you arrive in Couvet, you will find two maps with the ways to the bus stations, but you find on both the same bus number (383) without any precision. It is a lottery. If you are not aware that buses have two stations, you will follow the first map you see. No other information is available. [upl-image-preview uuid=cc84e3ce-dda1-4d4d-8789-55886ed578ae url=https://static.community.sbb.ch/2026-07-05/1783261254-869720-img-5021.jpg alt={TEXT?}] [upl-image-preview uuid=a87dd710-ed5c-4f48-9803-4c5f7abd1c18 url=https://static.community.sbb.ch/2026-07-05/1783261269-209445-img-5019.jpg alt={TEXT?}] If SBB doesn’t accept a refund, I would transmit this case to the "Ombudsstelle öffentlicher Verkehr", because you got bad information in the app and at the station: https://www.voev.ch/de/Service/Ombudsstelle-oV I will also inform transN about this discussion (transN is responsible for the Couvet station). It would be helpful to correct the information: Bus 383 on weekdays and Bus 383 on weekends. Kind regards Danhiel

@"Quousoagie70"#p187053 We were not a lone on this one

App did show a wrong connection / bus station

Quousoagie70

Today we missed a bus that runs once per day the map was showing a different location.

Can we request a refund, and if yes, how?

Quousoagie70

Quousoagie70 We were not a lone on this one

Danhiel

Hello Quousoagie70

You can submit a complaint with this form, but I don’t know if a refund is possible for this reason:

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

Kind regards
Danhiel

Limeuhu12

Quousoagie70 Today we missed a bus that runs once per day the map was showing a different location.

Dear fellow traveler,
Here is a piece of friendly advice for your next Swiss adventure: it might be time to banish the digital “travel companion” from your phone and trust your own two eyes instead!
When a smartphone screen keeps you so captivated that you miss the actual Couvet station, march right over the Areuse bridge to a closed ghost-bus stop on the wrong side of the river, and watch your bus to La Brévine leave without you from across the water—you know technology has won.
If you add a screenshot into the mix that still shows an old search from Bern-Brünnen, the digital chaos is complete. Not even the forum “experts” with their generic contact forms can rescue that timeline!
For your next trip into the beautiful Jura, just slide the phone into your pocket, look up at the actual station buildings, and follow the real-world signs. Your eyes and your common sense are the best travel companions you could ever ask for.
Wishing you seamless connections next time!

Quousoagie70

Hi Danhiel Thank you for your response, at least a price difference would be fair. Even a guiding sign was pointing at the wrong stop

Danhiel

Hi Quousoagie70

Please inform us if SBB doesn’t accept a refund. Something is obviously wrong and you could ask the company which exploits the buses to obtain an explanation.

Danhiel

Quousoagie70

I made today the same excursion to see the situation in Couvet station.

Buses 383 start from “Couvet, gare” on weekends (in fact in front of the old station) and from “Couvet, Le Preyel” on weekdays. They don’t have the same route, I think that it is optimized for school transportation on weekdays and for tourists on weekends (but, with only 3 buses every day…).

When you arrive in Couvet, you will find two maps with the ways to the bus stations, but you find on both the same bus number (383) without any precision. It is a lottery. If you are not aware that buses have two stations, you will follow the first map you see. No other information is available.

If SBB doesn’t accept a refund, I would transmit this case to the “Ombudsstelle öffentlicher Verkehr”, because you got bad information in the app and at the station:

https://www.voev.ch/de/Service/Ombudsstelle-oV

I will also inform transN about this discussion (transN is responsible for the Couvet station). It would be helpful to correct the information: Bus 383 on weekdays and Bus 383 on weekends.

Kind regards
Danhiel

Quousoagie70

Hi Danhiel Thank you so much! We actually also went the very next day.

Despite having 2 identical physical signs, I think the default layout of SBB Mobile with the map is a bad choice. In this particular case having a simple schedule with stops in the view would clear everything out because of the stop name being different from what was a name and an icon position on the map.

Danhiel

Hi Quousoagie70

We found the root cause of the problem in an internal discussion. If you zoom in the map, you can find that the bus stop “Couvet, gare” is erroneous displayed twice: Once at the right place in front of the old railway station and once at a wrong place, in front of the stop “Couvet, Le Preyel”. I informed SBB about the root cause of the error.

Wrong place:

Right place: