Jun 8, 2022 - 3:54 AM
I booked two of us on SBB .ch site for first class standard point to point tickets departing Mittenwald, ending in Wengen on 1 July. Due to the crowding and other issues with G7 happening during our planned Mittenwald stay (bad us for not knowing this) we have decided to go to Weggis instead. Now I need to cancel and be refunded for the Mittenwald - Wengen tickets. SBB website says that "international" tickets booked on SBB website can only be cancelled and refunded by calling and talking with a customer service agent. The number the site provides (calling from US) is +41 848 44 66 88.
I have tried this number over 10 times and get "not a working number" or "cannot connect your call" sort of messages. I am familiar with international dialing and have used the proper "exit code" (011) to call from the US.
I sent an email to service (at) SBB .ch and received an auto-reply "It is not possible for us to process your request in this way. " and told me to call the phone line that doesn't work.
I also filled out a form in the "complaints and praise" section of the SBB site describing my issue. This was the only other contact information I could find. I received an auto-reply saying it would take at least four days for anyone to respond. Okay, I have time before I lose the value of the tickets but also wondering what the promised response will be and how long all this will take to sort out. These tickets (expensive) need to be cancelled with refund ordered prior to departure day.
Does anyone know of any other way to reach these folks? I have lots of other travel details to sort out and anxious to get this one off my plate :-)
I've learned my lesson about booking "international" tickets through SBB. If you start in Germany book through Deutsche Bahn. Or coming from other locations book through the rail company at your origination.