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30. Sep 2018 at 16:00
I usually buy my SBB tickets thru my mobile phone or thru the ticketing machine. Today, unfortunately I was not able to do so. I went to the customer service counter at SBB winterthur, there is now a common queue for everything. There were 8 persons in front of me, with estimated waiting time of 8 minutes, which is enough time before boarding my train. Unfortunately the waiting time increased by every minute, and 5 minutes before my train, I asked a lady at the counter (after she served the previous customer) if she could help me get a ticket quickly (informing her my train is leaving in 5 minutes, and showing my number in the queue - 3 number behind current number). She said she could not help as she had called for the next number. I then asked a male colleague (after he served the previous customer) if he can help. This time my number was just 2 behind. I showed him my number in queue, and explained my train is leaving in 4 minutes. He too refused to help, saying I had to wait in queue. All the time I have a 4-year old restless daughter, and it was obvious to everyone waiting that I was not trying to jump queue (just trying to catch the train). Is it normal that SBB counter staff refuses to help on genuine cases ? I missed my train, and as I had connecting trains to catched, missed that too.
27. Jan 2017 at 21:22
At the commencement of my journey I required some assistance and was greatly impressed by the helpfulness, pleasantness and professionalism of the particular member of staff who assisted me; in fact she was so outstanding and genuine that she really made my day. SBB are fortunate to have such a pleasant and dedicated member on their team.
15. Oct 2017 at 12:26
Ich landete heute in Genf und hatte vor Abflug bereits ein Supersaver Ticket gelöst. Mit der Absicht genug Reservezeit zu haben und in Genf noch Mittag zu essen, habe ich genug Zeit eingeplant. However, heite ist alles in Genf zusammengebrochen und am Flughafen stauten sich die Reisenden an also hat mir die SBB empfohlen den nächsten Zug nach Lausanne zu nehmen. Ich erwähnte mein Supersaver Ticket, mir wurde geantwortet, dass dies nun keine Rolle mehr spielt. Nun, in Lausanne angekommen, wollte ich auch bis nach Bern fahren und dann zuhause Mittagessen. Die Dame im Zug von Lausanne nach Bern hatte aber kein Verständnis dafür und erklärte mir vor allen anderen Passagieren im Zug wie inkompetent ich bin. Echt kein gutes Gefühl so nachhause zukommen... Die Probleme in Genf stören mich im Gegensatz zu diesem persönlichen Angriff überhaupt nicht. Ich bin enttäuscht.
23. Dec 2017 at 15:17
A very disappointing, rude experience in the restaurant car today on the IC 1073 to Interlaken! I approached the restaurant car and wanted to ask the server how best to order food in the car. I tried once, and he shortly said "wait" as he rushed past. He walked past me several times again over the next five minutes, without acknowledging me again. After a while, once he stopped for a moment, I asked again (in German, politely) if I could please ask him a brief question, to which he turned and responded VERY rudely "You have to wait. I'm stressed." So, we decided to forgo ordering any food on the journey — unfortunate, as our entire group wanted to. Understaffing and politeness were both problems in this instance.