How can I cancel my ticket if SBB customer service does not answer?

Liecerrool43

Sim. A comunidade parece ter um limite de caracteres. Eu faria algo mais curto, mas ainda forte:

Title: Two cancelled trains, no way to cancel my replacement ticket

Message:

Today, two of my SNCF/TGV Lyria trains to Paris were cancelled. I have an important professional event in Paris tomorrow, so I spent my entire Sunday looking for alternatives instead of enjoying my stay in Montreux. I went to Montreux station four times.

The only option was to buy a new ticket from Geneva to Paris via Lyon (CHF 275). Later I found a faster connection from Lausanne and bought another ticket, so I immediately tried to cancel the first one.

I was told cancellations could only be made at a ticket office or by phone. However, it was Sunday, the ticket office was closed, and after spending hours on the phone nobody answered.

I did everything possible to cancel within the allowed time, but SBB’s own support channels made this impossible. I am now facing a significant financial loss through no fault of my own.

Can an SBB representative please advise how I can obtain a refund for this unused ticket and for the trains that were cancelled?

Thank you.

RolandP

Hi Liecerrool43

Calling SBB at +41 51 225 78 56 should not incur significant waiting times.

It is about SNCF that cancelled the trains.

Kind regards,
Roland

Tafunge25

This is not SBB customer service. It should not be that you wait hours on the phone. Which number did you call? The correct number to call is the one for the Contact Center; the expected wait time is displayed next to the phone number on the webpage. You can also contact SBB via the AI chat - you will be connected to a human representative upon asking the chat to connect you to a human asistant.
https://sbbswiss.org/de/hilfe-und-kontakt.html Here is a link to the chat (scroll down a bit) as well as the phone number for the Contact Center.

Krist

When a railway cancels trains you should never buy new tickets. In your case I would have just taken my existing ticket and used that on a train that operated. If the conductor comes instruct him to read up on passenger rights if he complains.

Never open your wallet when the railway messes up. It does put you in a weaker position.

But anyway, it is not a refund of your old tickets, but payment of your new tickets that you should claim. Under the law when a train is cancelled the railway must offer you an alternative within 100 min of the cancellation being known. If they do not you can make your own arrangements, and claim the costs back .