May 29, 2018 - 7:46 PM
I am back from my trip and would like to share my experience regarding this.
As per the info shared here and from Viator, I went to SBB office in Basel and turned out that they do not have any idea of what to do with the voucher Viator had sent me. No one had even heard the name of Viator before. The gentlemen at SBB office was extremely helpful and tried to search for me in their system using name, passport number, email, phone number etc but still could not find any information for my 8 days pass. On my request, he then called STC Switzerland Travel Center AG , which is listed as supplier on Viator voucher, and spoke with them in German. Not sure what conversation they had (as it was in German), but in the end STC emailed me an eticket for my travel pass. So in the end everything was good, but it was very stressful. I wasted a lot of time in this process and had to make adjustments to my itinerary for the day.
To avoid this exact situation, I had called Viator several times and asked them about the eticket when they claimed that their voucher is the ticket. All I can say is support from Viator is extremely irresponsible and misinformed about what they are selling. Had it not been for the helpful officer in SBB, I was about to lose 800 USD (passes for 2 of us) and a lot more of my precious time in Switzerland. My recommendation would be to buy the pass from the SBB station as it takes only a few minutes. In case someone has already bought the pass from Viator, call STC and get the eticket before you reach Switzerland.
Hope this helps.