Questions in the event of disruptions during your journey

SBB Kundenpains

Dear community,

We are approaching you with an exciting topic, as we would like to include your voice in an important improvement process.

What’s on our minds right now:

We know that some questions may arise during a train journey, whether it’s about a supersaver ticket or a connecting train that couldn’t wait. Now we would like to find out which situations require the most support during your journey.

You surely know the struggle: You’re travelling on a train and you encounter a problem that raises questions. Imagine if anything is possible and we’re sure to find an answer. What questions would you have?

Thank you for taking part! We look forward to receiving exciting contributions, which we will be happy to discuss in our team.

Best regards,
SBB Kundenpains

Danhiel

Hello SBB Kundenpains

Please read this discussion:

https://community.sbb-tickets.cc/d/40131-the-train-was-canceled-and-i-stayed-at-the-station-for-the-whole-night

This is also a typical case where the information was insufficient. You don’t spend the night on a train platform if you miss the last connection. Why not provide a dedicated phone number solely for information regarding delays or cancellations?

Kind regards
Danhiel

allanorn

When I have a train-specific itinerary that experiences a disruption or a missed connection, when is it compulsory to head to a ticket office to have a ticket reissued?

I had two instances where this happened and I handled it differently each time - yet both worked, and it wasn’t clear if I had to get a ticket reissued in either case.

First instance: direct DB ICE train Mannheim-Bern changed to terminate and transfer at Basel SBB due to known engineering works. Our itineraries were all updated prior to departure, but we all miss the connection at Basel SBB. Knowing I have CIV protection for an international ticket, instead of waiting for the next IC6 or IC61, I bypass the service center, hop on the IR26 to Olten that was departing immanently, and discuss with onboard staff without any problems.

Second instance: IR37 direct Basel SBB-Zürich HB with various routes undergoing engineering works changes its final destination to be well short of Zürich about 15 minutes before departure. As I am at Basel SBB with time when the scenario unfolds, I chat with the service desk; they print out a new itinerary (IC6 to Olten, IR35 to Zürich HB) and stamp it. I show it onboard without any problems.

SBB Kundenpains

allanorn Krist
Thank you very much for your contribution. These questions are exactly what we were looking for to understand day-to-day struggles on the go. We’ll take it up in our project.

Danhiel
Also thank you very much for pointing at this discussion. Very relevant, indeed. We will look into it!

Wishing you all a good start to the week.

Best,
SBB Kundenpains

Krist

I know that in the DACH area you can just take the next available train when there is a distruption, and that you do not need to have your ticket reissued, as your ticket remains valid when trains get cancelled.

What I would like to clarify however is under what circumstances you can take an earlier train. For example, suppose I buy a Supersaver ticket for Bern - Zurich Airport. Then after I have bought it SBB decides it needs to do some maintenance on the Bern - Olten fast line, and schedules all trains via the slow line, resulting in a travel time that is 20 minutes longer.

Can I in such a situation decided to use my ticket on an earlier train, in order to still arrive more or less on my originally intended arrival time? The tariff is not entirely clear on this, but I would expect that it is reasonable that SBB would in this situation permit this.