Refund on First Class ticket-Unused

Sougauji38

Hi, our class upgrade was useless as “Golden Pass Express” ride was cancelled due to some issues on their end and we were redirected to take another train for our destination. It was also second class. Attached is the proof of purchase for your record. Therefore, I request you to issue a refund.
Thank you
Haseeb

NicolasK

Hi Sougauji38

Thank you for your request.

Tickets purchased at a ticket counter or ticket machine can only be refunded at a staffed station. Please go to a station to get a refund for your tickets.

The Community is an open forum visible to everyone. You should not publish information like this on this communication channel. For data protection reasons and for your security, I have masked the photo as it contains credit card information.

Thank you for your understanding. I wish you a pleasant evening.

Kind regards
NicolasK

Danhiel

Hello [unbekannt]

This community is not intended to contact the SBB customer service.

I suggest to open a complaint here:

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

Kind regards
Danhiel

Sougauji38

NicolasK
Hi, I live in USA not in Switzerland to visit them. Also before I was leaving Switzerland I went to SBB counter and I was missing the ticket so they suggested me to email for a refund. Now I have the ticket, but don’t know where to email for refund. They can see all my information and I am stuck here.

Danhiel

Sougauji38

In my opinion you should still try to get a refund with the link mentioned in my previous post. It was not your fault that the train was canceled; confirm that there was no more first class space on the next train. If a refund is not possible according to the tariff, they may accept it for commercial reasons.

Krist

The replacement train that was used for the Golden Pass Express would have had 1st class seats as well. So you could have used your 1st class uprade.

Sougauji38

Krist
The fact is I didn’t use it and it is in the past. The second train was really old and everyone was sitting everywhere they can(Full) due to accommodate the prior train passengers and there was no one to ask questions because of the sudden discomfort and it was understood by SBB. Now all I am trying to get my refund.

RolandP

Hello Sougauji38

As a general rule, a 1st class ticket is refunded (more specifically, downgraded to 2nd class) provided the non-use of the 1st class or its unavailability was confirmed by the staff.

In the unlikely event of a train cancellation you must provide a proper problem description why you could not use the 1st class.

Kind regards,
Roland

Sougauji38

RolandP
Hi Roland, Like I mentioned they have all the information in the system as “GoldenPass Express” do not cancel this often without any reason and I have purchased the upgraded Prestige class. The dates confirmed what and when it happened. When I went there in person they asked the proof of first class ticket which I was missing. All I need their email as the website is unfriendly for customer service and to provide them the copy of my tickets to get a refund. So far I am getting is runs arounds and lengthy unnecessary chats. SBB have all my information to provide refund.

RolandP

Hello Sougauji38

But then you should contact Montreux Oberland Bernois Railways. They have to confirm the unavailability of the Prestige class and authorise a refund.

The Golden Pass Express is operated by MOB, not by SBB. The seat reservation is fully handled by the former railway company.

Kind regards,
Roland

Sougauji38

RolandP
Yes MOB issued their refund and SBB also knows everything about it. I was there in person in SBB office when I was in Switzerland. They said we have all the information and details why the train was cancelled. The only refund left is from SBB side for class tickets and for whatever reason they just need the proof of first class ticket to get a refund. I have the tickets now with me and I need to provide it to SBB

RolandP

Hello Sougauji38

In this case, please use this form:

https://sbb-tickets.cc/en/help-and-contact/customer-service/praise-comments/reklamation.html?stepId=3.2

Kind regards,
Roland