How compatible is SBB really?

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This case concerns the Blick community: A man runs to the platform, gets on the train at the last second, and buys a ticket on his cell phone. The train leaves at almost the same time. After 15 minutes, the man receives a CHF 115 fine from the conductor.

Man complained via email – SBB customer service went to dive station for a week. Things move with just one phone call. A polite woman says she got the ticket five seconds late. He apologizes and cancels the bill.

Of course, the federal railroads act appropriately in such situations, the woman said. He had the same information as the conductor and made a diametrically different decision. This raises the question: In what situations does SBB compromise and when does it remain stubborn?

SBB examines each case individually

“SBB receives a large number of customer requests every day regarding travel, with or without a partially valid ticket. Almost every case is different,” says SBB spokesperson Fabienne Wittwer when asked by Blick. Each case is checked individually. “Equal treatment of all travelers is a central framework.”

Blick wanted to know more about Swiss Federal Railways. What factors does SBB consider when deciding whether to show goodwill? “All available information and tariff regulations have been taken into account for reassessment of the situation,” Wittwer replies.

The process is not transparent

Blick knows: It matters whether the passenger is caught without a valid ticket or not. Are repeat offenders treated differently – is that a factor? The spokesperson does not want to make the process more transparent, even when asked. He leaves it in his general answer. Wittwer emphasizes once again: “Equal treatment of all passengers is at the heart of SBB.”

SBB spokesperson Wittwer says customer service hasn’t responded to the man for a week: “Exact response time depends on the complexity of the request. If the incoming volume is too loud, it may take longer to respond.” However, it does confirm that phone inquiries can “usually” be clarified faster and related questions “directly” clarified.

Source :Blick