Forced to buy a new ticket

Saiwikoa12

I was traveling with my girlfriend on 11-May from Luzen to Zurich. We bought our tickets on the SBB app for the 17:43 train. When I presented the barcode to the conductor, she insisted we needed to show ID. My girlfriend did not have her passport, so the conductor would not accept her ticket and forced me to spend 37 CHF for a new ticket.
No where in the app did it say we needed ID to use the ticket. I feel I should not have been forced to buy the new ticket since I had a valid ticket on the app. I would like to request a refund for the 37 CHF.

RolandP

Hello Saiwikoa12

We are not the SBB Customer Service, we are travel support forum run by volunteering travel experts.

Sorry to say this, but you are mistaken.

When you downloaded the SBB Mobile app, you have accepted the GTCs, where is clearly stated that you need to show an ID.

See the GTC again on tab Profile > Legal.

The procedure by the ticket inspector was correct. E-Tickets are personal and require a proof of identity. The ticket inspector was actually lenient, the official cost would have been CHF 90 CHF plus a new ticket.

If you do not want to carry an ID just purchase a paper ticket from the ticket vending machine or at the travel center.

Kind regards,
Roland