[Anonymous]

7 April 2020 at 11:29:08 #825488

I’d like to share my unpleasant experience with future travelers who are planning to purchase Swiss Pass. Please DO NOT use below Agency. Purchase the Swiss Passes through SBB directly. ( or other agencies).

Switzerland Travel Centre

Binzstrasse 38, 8045 Zürich

+41 (0) 43 210 55 71

Backoffice@stc .ch

switzerlandtravelcentre.com

SBB and many of other travel agencies are refunding 100% with minor ( $5.00) admin fee under this unusual pandemic emergency situation. However, Switzerland Travel Centre charges CHF90 per person which is ~~22 % of the ticket prices. I ended up paying CHF 360 for my cancellation. The decision of cancellation was made due to the travel restrictions imposed by USA and Swiss, which is totally beyond of my control. I understand everyone, especially hospitality industry is facing tremendous hardship during this unexpected desperate time, but this kind of business practice causes bitter taste for us.

HL

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[Arno]

Reply 1 of 10 • 7 April 2020 at 13:51:57 #931809

Hi HL,

I’m sorry to hear about your experience! I found that you already reported this in http://www.myswissalps.com/forum/topic/cancellation-of-swiss-travel-pass-due-to-covid-19. I replied there on March 17, explaining that Switzerland Travel Centre offers full refunds for all passes up to 30 April. That’s their policy at the moment, and they may extend that later if needed. I would recommend to wait for that, rather than cancelling your pass for May right now. The normal cancellation policy for nearly all retailers is a 85% refund.

Switzerland Travel Centre is part of SBB by the way, it’s SBB’s tourist web shop and one of our preferred retailers for Swiss Travel Passes. Please share your order number if you want me to get in touch with them and try to solve this.

[User]

Reply 2 of 10 • 7 April 2020 at 15:50:43 #931810

How kind you are! I probably overlooked the date of April 30. I have requested the cancellation this morning. However, if there is any way for me to lose less than CHF360, it would be greatly appreciated. I planned this trip so early and made a lots of commitments so my financial loss is not small as well.

My e ticket numbers are: 301355822274, 096472466980, 721485190105, 354490473807.

Thanks.

HL

[Arno]

Reply 3 of 10 • 8 April 2020 at 5:13:51 #931811

Thanks for that information HL. I will contact them. Do you have an order number as well? I suppose those four passes are one order?

[User]

Reply 4 of 10 • 8 April 2020 at 8:15:08 #931812

Dear Arno,

Thanks again for your effort. It’s not relevant for this case but as of today, my prepaid expenditures for this trip is $7,900. Mostly not refundable so I am trying to minimize my loss as much as possible. I fully understand the size of awful impact on the hospitality/Travel industries. However, I hope the business could have an opportunity to get stimulated financial support from the authorities.

Below is an email instruction I got from SBB and my family ticket information.

Even if you couldn’t get any more than what I got, it is perfectly fine. I really appreciate your kind offer and help.

Stay safe.

E tickets for my family member:

Jong Lee: 301355822274 CH 418.00

Hyang Lee: 096472466980, CH 418.00

Jubek Lee: 721485190105. CH 418.00

Yesol Park: 354490473807 CH 418.00

Email Instruction from SBB:

Date: Tue, Mar 24, 2020 at 3:56 AM

Subject: RE: Kontakt Kundendienst SBB CFF FFS CC11043574

Ref: CC11043574 / 538840718 / 538840399

Dear Ms Lee

You have requested refunds for the costs of your journey.

As you purchased the ticket from Switzerland Travel Center AG, we kindly ask you to send your refund request form directly to the travel agency.

Kind regards

Sarah Imstepf

SBB Contact Center

Businesstravel-Service-Center

[alimac]

Reply 5 of 10 • 8 April 2020 at 13:59:02 #931813

Hi,

I also purchased our Swiss Travel Passes via Switzerland Travel Centre and wasn’t expecting to get a refund after reading their refund policy on the FAQ’s. I posted a message on myswissalps.com for confirmation and Arno checked out the policy for me and advised that full refunds were being paid up to travel dates off the 30th April.

I emailed STC direct and I did receive a full refund in about a week.

My travel dates were 10th to 12th April.

Kind regards,

Ali

[Arno]

Reply 6 of 10 • 9 April 2020 at 5:53:31 #931814

Hi HL,

Thanks, Switzerland Travel Centre will look into this. I’ll let you know when I have more information. This may take a while.

[User]

Reply 7 of 10 • 9 April 2020 at 9:57:14 #931815

Dear Alimac. Thanks for sharing your experience with me

Dear Arno: Thank you very much for your time & efforts. Your help itself gave me warm healing already. Reading Alimac’s message, if there is further extension of the date of forgiveness beyond April 30, I may get a chance to get better refund. At this time, I will just wait and accept whatever the decision made by the agency. We are experiencing more serious issues where I live.

Thanks again and be safe.

HL

[Arno]

Reply 8 of 10 • 9 April 2020 at 17:08:33 #931816

Hi HL,

Switzerland Travel Centre expects to decide about their cancellation policy extension next week. I would strongly recommend to “cancel your cancellation” and wait a bit. You’ve already spent the money anyway. Cancelling closer to the travel date will give you a better chance of getting a full rather than a normal refund, because it will then be clear for everyone whether or not traveling is possible.

Please keep an eye on the first post in http://www.myswissalps.com/forum/topic/cancellation-of-swiss-travel-pass-due-to-covid-19. I will update there once more information is available.

Switzerland will wait for you, and will still be there after the coronacrisis!

[User]

Reply 9 of 10 • 17 April 2020 at 17:33:15 #931817

Dear Arno.

I just got an email from Switzerland Travel Centre that they are going to refund me add’l CHF60 per person (total of CHF240). In result, the admin fee become only CHF30 per person compare to CHF90. What a pleasant surprise it is. I really appreciate your time and care on my case. Hope we can visit Swiss some time in near future.

Please close this case.

Stay Safe.

HL

[Anna]

Reply 10 of 10 • 17 April 2020 at 18:20:10 #931818

Hi 3717no,

Thank you for your update. Good to know you got your refund. We look forward to welcoming you in Switzerland in near future.

Regards ,

Anna