Exchange international ticket

aymbern1

How to get support? I’ve been waiting for half an hour to the call center trying to get my tickets for a future trip exchanged. Original departure time is planned on the 26 April, and I need to change it to 3 May. How can do it?

NicolasK

Hi aymbern1

Thank you for your request.

I’m sorry for the long wait on the phone. Our staff can be contacted 24 hours a day. I advise you to call us again on +41 848 44 66 88 (0.08/min.) or if you are calling from abroad, try +41 51 225 78 00. For your request, there is no other alternative.

On this community, we do not have any information about our customers’ orders. Thank you for your understanding.

Best regards
NicolasK

aymbern1

NicolasK

Thank you very much for your response Nicolas.
Indeed, I could reach the call center on the next day, early in the morning. What surprised me though, is that the refund or exchange could not be done on the phone. The instructions I got from customer service is to ask for a refund using the form (which cost 10 francs addicional to the almost 40 francs I already spent on the call, given it’s an international call), and buy new tickets according to the new dates.
Why then, the instructions on the SBB website derive customers with international tickets to call centers if they have to submit the form anyway? Couldn’t we avoid this step? Is there a mistake somewhere in the process pipeline? Please consider to review it.

Best regards,

Anna

AferditaH

Hello aymbern1

Thank you for your query.

Each case is looked at and checked individually. Unfortunately, we do not have any information about your tickets and what the support was like. Sorry for the inconvenience. We wish you a nice day anyway.

Kind regards, AferditaH