Account has been deleted and can't access my 9 return tickets booked for travel

Hopwoodc

On the 19th Sep 2024 I booked 9 return tickets from Zurich to Zermatt (the sale transaction is showing on my credit card).

I don’t know if this is related but in October I received an email saying that my account would be deleted due to inactivity (I ignored thinking it was spam as I had recently used the site to book tickets).

I can’t find any email confirmation of my 9 return tickets.

I have had to set up a new account (using the same email address I previously used) and the tickets / receipt are not showing).

I have definitely paid for the 9 tickets on the 19th Sep 24 - the total cost was 936 CHF.

Can anyone help me access the tickets / provide an email address to contact someone? I’m in the UK so would prefer not to call. Thank you.

RolandP

Hello Hopwoodc

Welcome to the SBB Community.

We are a customer support page run by volunteers in their spare time, not the SBB Customer Service.

I can’t find any email confirmation of my 9 return tickets.

This sounds like the purchase was not successful.

Please call SBB, as we are unable to help with questions related to customer data, for data protection reasons:

+41 51 225 78 56 (24/7, waiting times may be possible).

You can also send a message to SBB with all ticket details, to ask for a copy of your tickets. A reply, however, may take multiple days due to the current vacation (festive) season:

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

Kind regards
Roland

Hopwoodc

Update….

I didn’t want to ring from the UK and couldn’t find a ‘contact us’ form on the website.

I sent a request for help via the ‘feedback’ page on the website. I received a response immediately - my confirmation email had likely gone into a ‘spam’ folder. The very helpful representative sent me on the 9 return train tickets I had booked.

All sorted. Thank you 🙏