Request for refund during to Travel Interruption

Chubbimidnightrrr

I am writing regarding a ticket I purchased via the SBB App and paid with CembraPay invoice for travel on 26 November from La Neuveville.
On that day, no trains stopped at La Neuveville station for nearly 3 hours making it impossible for me to reach my destination. As a result, I missed an important internship which was a non-postponable commitment.
I attempted to submit a Passenger Rights form via SwissPass for Travel Interruption. However, the system displayed the following message:
“If due to a delay or cancellation, your journey can no longer fulfil its purpose and you therefore wish to receive a refund, please contact the company from which you purchased your ticket.”
Additionally, I received a reply from SBB Gmail:
“Sorry, there are no cancellations for the route you mentioned at that time.”
I kindly request that SBB refund the ticket cost due to this travel interruption. Please advise on the procedure, as I have already attempted to submit the Passenger Rights form but the system did not allow it.

RolandP

Hello Chubbimidnightrrr

What is your question for the SBB Community and how could we help? Note: here, we are not the SBB Customer Service.

Was it on the 26 Nov or rather on 27 Nov?

Kind regards,
Roland

Chubbimidnightrrr

RolandP It’s on the 26 Nov I was supposed to take the 12:04 train to Neuchâtel but when I arrived at my station, there was an immediate announcement that the train was cancelled. There was no notification in the app, and no train stopped at my station for the next three hours.

Tafunge25

In the opentransitdata database, there is indeed a gap of data for the R13 trains departing from La Neuveville: The trains at 12.04 and 13.04 have instead of actual arrival and departure times just the note ‘unkonwn’:
I do not really know what happened exactly on that day and why the train did not run. The train two hours later, departure 14.04 did according to this database run (with a negligeable delay of a bit over 1 minute).
The latter does however not influence your right to a refund as your journey was due to the delay no longer of any use to you. Depending how you bought your ticket, you can claim your refund as outlined here.
Note that in the case the dispute can not be resolved to your satisfaction, you can escalate it to a moderation body (Service-de-mediaton/Ombudsstelle öV, site in french and german).

RolandP

Hello Tafunge25

The trains without timings had their train number changed to 76034, 76038, etc.

Kind regards,
Roland

Danhiel

And an official confirmation of the cancellations: