EasyRide charged us while we had physical tickets

Yaudueckoif47

Last week I bought a Golden Tour Pass for my wife and myself In the Luzerne Bohnhoff at the Luzerne Tourist Info office for CHF 231.60. It included the boat ride to Alpnachstad the cogwheel railway to the top of Mount Pilatus and the aerial gondolas back down. No one mentioned that the boat ride will also be charged on our Easy Ride SBB apps. To our surprise, we were charged CHF 40.60 each for the boat ride even though we already paid for it on the Golden Tour Pass. I have all of the receipts and would like a refund from SBB, but I can’t find an email address to forward our receipts and request for a refund. Please help.

RolandP

Hello Yaudueckoif47

Firstly, welcome to the SBB Community!

The question is rather, why were you using EasyRide while you held valid physical tickets? That makes zero sense.

From my view point, you seem not to have understood the use of EasyRide.

Please contact SBB; we are unable to help you here.

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

Kind regards,
Roland

RedBaron

Yaudueckoif47
Could you maybe help us understand, why on earth you’ve activated EasyRide, knowing that you already hold physical tickets for the boat ride?
What gains or benefits were you expecting from doing so, other than being retrospectively charged for tickets based on the GPS-tracked itinerary (which obviously worked perfectly, as expected)…?

Yaudueckoif47

RedBaron
I used my Easy Ride to take the tram from my hotel to the Bahnhoff to buy the Gold Circle tickets. I was never informed to shut off my Easy Ride for the boat ride as I explained in my post.

RolandP

Hello Yaudueckoif47

In Lucerne, tourists staying at a hotel in the city can use the free-of-charge visitor card that comes with a free bus pass for zone 10.

https://www.luzern.com/en/information/useful-information/visitor-card-lucerne

Kind regards,
Roland

RedBaron

Yaudueckoif47
Basically it‘s cool that you used EasyRide for local bus rides (as long as those are not already included wird some arrangement, as mentioned by Roland above).

But then, how would you expect the EasyRide system to ‘know’ about the physical tickets you bought at the station, or in other words, to distinguish you from some other EasyRide user who intentionally simply hops on the boat without buying tickets beforehand?

Krist

Yaudueckoif47 I was never informed to shut off my Easy Ride for the boat ride

Who should have informed you to shut off Easy Ride?

The instructions for easy ride are quite clear: You check out at the end of the trip, and then the systems calculate what you have so far travelled, and charge you for it. Inf fact, you should have checked out the moment you got of the bus.
If you do not check in the system continues assuming that you are travelling on Easy Ride.

Yaudueckoif47

@RolandP ndP"#p134391
While this is useful information, in our case we were staying in a hotel in Perla a suburb of Luzerne that did not offer the free bus pass.

Yaudueckoif47

When we were first introduced to Easy Ride at an SBB station we were told to shut it off at the end of the day, not after each ride. That worked perfectly for us except for this boat ride. I have now communicated directly with SBB and they refunded the boat fare after I forwarded my Golden Circle receipt.

RedBaron

Yaudueckoif47
Then you obviously got some bad (or too vague) advice at the station - good to hear you got it sorted out.

Krist

Yaudueckoif47 When we were first introduced to Easy Ride at an SBB station we were told to shut it off at the end of the day, not after each ride. That worked perfectly for us except for this boat ride

That works under the assumption you will not buy tickets for services covered by Easyride. How is Easyride to know you went to a ticket office and got a paper ticket for that boat trip?

The proper use of Easyride is to check out at the end of the trip. So you check in when you board the first train or bus, stay checked in when you transfer, and check out when you arrive at your destination. The app will actually remind you to check out the moment it notices that you are no longer travelling.

Then if later in the day you you start travelling again you check in again.

Of course, if you transfer from pay as you go to using a paper ticket or pass you need to check out. For example, I have a pass that covers the whole Jungfrau Area, and that pass is valid till Interlaken. So when I use Easyride to go travel I need to make sure that I check when I reach Interlaken, or otherwise I will indeed be charged again for the Interlaken - Wengwald part.