Reivindicação/refund

[Tonisousa159]

Good afternoon.

I came here to explain/complain and ask for refund of my trip that i lost to the airport.

So first i bought tickets from Ilanz to Zurich airport, but then i notice that i could pick in Tavanasa so i bought new ones from Tavanasa to Ilanz. We arrived to Tavanasa at 4:45am, no lights, no one there just us, nothing. At 4:55am or something like that a small van arrive, saw us, park with the lights on us that were sit on the station, so he saw us there. At 5:01am he goes away. We where there waiting for the train, but the man or women we don't know didn't even exit the van to ask us nothing. When i bought the tickets it doesnt says nothing about van or something, the hour of the train passed away and we notice that probably that van was to pick us. So, we lost every train to go to the airport because of the bad information and the man or women of the van see 3 person at 5am at the station and didnt exit the van to say to us that we must get in the van to go to Ilanz. I think we deserve a full refund for this miss information and this carefree of the person of the van that didnt care and help us. We almost lost our flight and we had to call a taxi and spend money we didnt expect, i dont care about the money of the taxi but i think that the money of the tickets we deserve to have it back. We bought train tickets to that hour and no info about a van, and the person of the van should have that info that people will be there that he should pick up. Please have the best consideration of this situation because i think its not our fault. Please find attached the tickets as proof and i hope to have a positive and quick answer from you. Kind regards.

[RolandP · Accepted solution]

Hello @Tonisousa159 

I am sorry to hear that you had a negative experience while travelling in Switzerland.
It is important to note that the train line from Tavanasa-Breil/Brigels to Chur is operated by Raetian Railways, not SBB. You would have to contact their customer service to file a complaint: https://www.rhb.ch/en/service-souvenirs/contact/railservice (see Rail Service information).

In my opinion, there is no fault with RhB. For the first connection from Tavanasa-Breil/Brigels, a bus is used, and this is clearly indicated in the timetable. Bus drivers are not required to leave the bus in order to find possible passengers; they simply leave once the departure time is reached. Whether the bus driver has seen, or better, must have seen you sitting there, we cannot say; this is to be clarified with RhB.

Kind regards,
Roland