SBB mobile app half fare bug

diami2019

Hello,

SBB community,

I’m stressed because of the horrible customer attitude since I’m a frequent traveler - it’s the first time I’ve met such rude and unsupportive customer service.
I’ve faced the same issue as the user described here https://community.sbb-tickets.cc/t5/SBB-Mobile-SBB-Preview-EasyRide/Possible-bug-with-GA-deposit-and-half-price/m-p/46963#M1455. But I had a stressful conversation with a controller and a policeman, and I missed my train, and consequently - my money.
When I asked for a refund by contacting customer service (customerservice@sbb.ch), because of SBB mobile app mistake - I was declined and treated like it was my responsibility that I’d bought an incorrect ticket.
I assume that the only way to get compensation for a missed train, money, and stress is contacting a lawyer.

I consider this SBB mobile app issue as an intentional customer confusion.

NicolasK

Hi diami2019

We cannot answer this situation in the Community, as we do not have details of the circumstances you have encountered.

As a general rule: if you have a GA that has been deposited and you need to buy a ticket, you have the possibility of manually creating a new customer profile by reversing the first and last names (first name under surname and the last name under first name) or buy a ticket as guest.

For any complaints, I recommend that you contact us by using the contact form.

I wish you a nice weekend.

Kind regards
NicolasK