Refund inquiry

Thaighoaphie47

Hello I am a tourist and first time travel Switzerland. I mistakenly bought the wrong ticket from Bern to Luzern thorough SBB app. I bought the first class upgraded ticket. This was my first time using SBB app. And the staff on the train charged me CHF 131. Are there any ways to help me?

Tafunge25

Hello Thaighoaphie47

I don’t see high chances for your case. The rules are relatively clear in that case. The charge of 131.– is explained by a fine of 90.– for traveling without a valid ticket and a full fare ticket Bern–Luzern for 41.–, which together with the class upgrade allows you to travel in 1st class from Bern to Luzern. In the app, it says quite clearly in my opinion that the class upgrade is only valid together with a 2nd class ticket. I don’t quite see why your case should recieve a refund of the fee out of goodwill.
If you want to try nevertheless, go to a station counter or call SBB: Tel. 0848 44 66 88 (from Switzerland) or +41 848 44 66 88 (from abroad), 24/7, –.08 per minute.

Thaighoaphie47

Thank you for the replying. Here is few more stories. After the staff charged me CHF 131 on the train, I couldn’t pay on the spot as I didn’t have enough money. So, the staff charge the fee to the hotel I stay. However, as I am a tourist, I am back to my countries. I thought I could get the invoice 1-2 days in the hotel, but I knew later that it would take about a week for the hotel to get that receipt from SBB.

So I tried to call service center you wrote, however, I couldn’t reach. I also wrote the refund form on the website and still waiting because it says it would take up to 14 working days. Now all I can do is just to wait…

Tafunge25

It is the default case that you don’t pay on the spot. What is done in that case for tourists I do not know (I am swiss).
It is odd that you could not reach the contact center, and it is the first time I hear that. You could also ask via chat (see link here, scroll down) and ask the AI agent to connect you to a human staff.
Which refund form did you fill? You can’t fill a refund for something SBB is asking you to pay.

Thaighoaphie47

Oh I see… actually I wrote the form in ‘Refund’ category because I could not find any categories related to my case…
Then may I know which categories should I write about this case?

And I would like to ask one more thing; When the hotel I stayed get the receipt, would it be possible for me to pay?

Tafunge25

Hello Thaighoaphie47

I think that would need to be communicated with the hotel you stayed at, but I don’t see why that wouldn’t work.

Thaighoaphie47

I already talked with the hotel I stayed and consultant via link that you sent for me. They said to wait..

I will wait for the reply for few days and plan to call them(I will try again…) if they don’t give me any reply.

I appreciate your help!!!