Overall Satisfaction

Moderator

How satisfied were you with SBB today? Give your opinion.

29 Comments
New Member
Travelled from Affoltern am Albis to Stadelhofen on Tuesday. The app told me I arrived at platform 3/4 on the S14 and needed to change to platform 4 for the Wintherthur train, but this was on platform 43.
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New Member
The railway itself is very satisfactory. Timetable is convenient and trains leave and arrive on time.
Extremely terrible security side. Train might be over flooded with a lot of people of young age, who do not have any restriction on their behavior. They might touch, subbuse and abuse females (which happened right in front of myself), and not a single person or a worker of the railway system will do anything about it. Again, extremely poor security protocol, and nothing is done about it.
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New Author
What rubbish service. The train is 10 minutes late into its destination - no information given by any of the train staff as to why or even to inform us that we would be late, not even any apology! When you pay 330 CHF/month for a ticket you expect a better service. Also you lie on your website - your trains never seem to be able to complete their journey in the time you advertise. I don't know why Switzerland bangs on so much about how great its public transport is - it's the same as everywhere else.
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New Author
I absolutely cannot fault the fantastic service provided by SBB; the trains and platforms were of very good standard and, the punctuality of departure and arrival times were excellent. What made my wife's and I's experience of travelling by SBB so special was the helpfulness, pleasantness, knowledgeable and professionalism of staff that we came in contact with, particularly one young member of staff at Zuerich HB who genuinely put herself out to assist both my wife and I resulting in us having a most enjoyable, stress free and journey experience with SBB - in fact she really made our day with her friendly and knowledgeable approach and she is definitely is a credit to the SBB team.
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New Author
The technical set up of SBB is lousy. I tried to buy ticket on SBB, however, cannot pay with Reka card. Then I try with the website on desk top. Then it is always showing "unknown error occur". Then I can never pay with my Reka card. If I buy at the SBB station counter, I can't have super save option. So is it Reka card not welcome by SBB or what? And if that Reka card is not designed for having benefits, why would the hell this country design such card ?
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New Author
payment does not work
i tried postfinance and mastercard
it is imporssible to speak to anyone
there is no announcement on your website

i need to buy a ticket from italy and i am blocked

i do not think any further comments are necessary, this is not OK
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New Author
Very bad company - do NOT book with SBB. They allow you to book a journey AND take your money, then tell you your reservation is not valid (only after I contacted SBB myself) then refuse to refund the money. "My Switzerland" website links to SBB for reservations but SBB doesn't honour them, even after taking your money.
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New Author
Every summer I have the feeling that the service-level drops to a very low level. I am in the Geneva airport - lausanne train (18.02). It is too small so people have to stand, and it is late due to not enough personnel. What does it mean "not enough personnel"? To me it sounds a lot like bad organisation. And why are the train smaller than usual?
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New Member
Dear SBB,

We boarded the EC 31151 this morning in order to be connected in Visp for another train to Sion. This is by far the most disappointing experience I've ever had with SBB. The train was so packed, it reminded me of those metros in Tokyo during rush hours. You know, the ones that need a glove-wearing professional to push people in? I was aware that there would be quite a lot of passengers on the 2nd class when I booked my ticket the night before, but I didn't predict that I'd have to sit on the step at one of the train exit typing this feedback with 10 others standing around me due to lack of seats. The train being delayed for 11 minutes is acceptable in my standard (however why did the sign board showed that the departure time was 7:34 while in the app it insisted that it would leave at 7:45? There was also no change nor notice in the app about the delayment of EC 31151). I've been a huge fan of SBB since forever, and I am disappointed to see how overloaded these trains have become since I returned to the country a couple of months ago. Given how expensive the train tickets are, I hope that I can get a seat at least 8 out of my 10 journeys with SBB.

Best regards,
Lan
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New Author
Again, are you kidding? That’s just 7th of November. And I already was late for more than 20 minuets 4 times only in this months. 😡
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New Member
Dear SBB,

I have been very happy with your service until yesterday. There was a problem in Basel which caused delays in other parts, including the train from Baden to Zürich at 18:08.
This is not why I am writing this comment. The reason is that the next train was extremely busy and there was even problem to find place to stand in 2nd class, so I was standing beside the exit door in the first class car. There is ABSOLUTELY no difference between the exit doors at the first class and second class.
Your employee asked us to move away, because the car is reserved for first class, including the exit doors apparently, and go find place elsewhere. I find it absolutely disgusting that in such circumstances you will treat people in such a way.
I would like to ask you, what happens if someone pulls the emergency break, for whatever reason, when the train is moving at 140 km/h? Packing us into the second class was really bad idea, because there was really no way to hold onto anything. In case of an accident, such actions may cause serious injuries that could have been easily avoided. Think about it.
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New Author
Je ne comprends pas ce qui se passe avec la ligne Genève-Morge-Yverdon-Bienne et l’inverse. Ce n’est pas seulement rien n’a été changé pour cette ligne après tous les changements du 10 décembre mais aussi hier, le 11 décembre le train du 18h15 est arrivé avec une composition réduite seulement une rame. En plus aujourd’hui, le 12 décembre le train du 07h15 Bienne-Genève est aussi arrivé avec seulement une rame. Ce n est pas possible qu’il ne soit que une rame pendant ces horaires de pointe. La moitié des passagers sont debout.
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New Member
No question. Just a notification. On Thalwil station, by the eastern stairs on Platform 3, the train indicator that faces the stairs is broken. It show Altstetten as the final stop of the 00:33, when all other indicatirs correctly show Ziegelbrüke
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New Member
No question. Just a notification. On Thalwil station, by the eastern stairs on Platform 3, the train indicator that faces the stairs is broken. It show Altstetten as the final stop of the 00:33, when all other indicatirs correctly show Ziegelbrüke
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New Member
Der Ticketkauf via App (Business & Privat) funktioniert heute schon wieder nicht.
Es kann doch nicht so schwierig sein eine 24/7 Plattform zu betreiben ansonsten können Sie mich mal anfragen ich denke ich könnte noch einiges optimieren.
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New Member
Could you pls check you DELAYED/CANCELLED trains statistic for 2018 for direction St. Gallen - Zürich. Do you think it is acceptable???????? 2 days in a row (today and yesterday) train for 7:25 from 1st platform is delayed. Once it arrived passengers took their places and with hope in their hearts were waiting. But no! CANCELLED and all moved to train to platform 2.
Many cases happened in back direction from Zurich this year. What is the reason? Last year SBB was reliable and today it reminds me DB!
I feel quality of SBB does not comply anymore with Swiss standard. And it is really sad!
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New Member
Could you pls check you DELAYED/CANCELLED trains statistic for 2018 for direction St. Gallen - Zürich. Do you think it is acceptable???????? 2 days in a row (today and yesterday) train for 7:25 from 1st platform is delayed. Once it arrived passengers took their places and with hope in their hearts were waiting. But no! CANCELLED and all moved to train to platform 2.
Many cases happened in back direction from Zurich this year. What is the reason? Last year SBB was reliable and today it reminds me DB!
I feel quality of SBB does not comply anymore with Swiss standard. And it is really sad!
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New Member
Could you pls check you DELAYED/CANCELLED trains statistic for 2018 for direction St. Gallen - Zürich. Do you think it is acceptable???????? 2 days in a row (today and yesterday) train for 7:26 from 1st platform is delayed. Once it arrived passengers took their places and with hope in their hearts were waiting. But no! CANCELLED and all moved to train to platform 2.
Many cases happened in back direction from Zurich this year. What is the reason? Last year SBB was reliable and today it reminds me DB!
It is frustrating and disappointing.
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New Member
What an appalling experience. The options are mind-boggling, it's impossible to get your head around them, there seem to be contradictions everywhere on what is and isn't valid - and to top it off there are no contact details anywhere to be seen on the website. Really expected a better experience from the Swiss railways
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New Member
Ich sitze seit drei Stunden im Bus aus Bellizone und die Hitze ist unertraeglich.

Tiere wuerde bei einer solchen Temperatur nicht transportiert werden aber bei der SBB und Postauto scheint es fuer Menschen vorlog akzepatabel zu sein.

Busse heute ohne Klimaanlage oder Fenster die man oeffnen kann???

Na ja, das Management ist sicher mit Auto unterwegs!!!
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New Author
Bin gerade im IR70 von Thalwil nach Zürich (Abfahrt Thalwil 7:15 Uhr) und STEHE mit meinem 1. Klasse GA mit vielen andern Fahrgaesten im Gang zwischen den Sitzbänken. Leider nicht das erste Mal.
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New Member
It is almost impossible to find an email address ont the website to write to in order to contact SBB - I am mostly online late at night where chat and phone is not an option
I cannot find a receipt or confirmation of my payment of the halbtax abo - even when I log in to my Swisspass account there is no information
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New Author
Liebe SBB
Ich fahre fast täglich von Zürich HB nach Luzern.

Dass hier der Zug regelmässig ein paar Minuten Verspätung hat (also öfter als er pünktlich ist): Von meiner Seite geschenkt. Von Seiten der vielen Reisenden die jeden Morgen auf Ihren Anschlusszug sprinten müssen würden Sie vermutlich ein anderes Feedback bekommen.

Auch der Zugausfall letzten Freitag um 16:35: Ärgerlich, aber geschenkt. Die Pushnachricht im SBB App für ausfallende Züge auf definierten Strecken soll ja laut Forum kommen und wird mir in Zukunft dann vielleicht einen rechtzeitig geplanten Zugwechsel ermöglichen.

Heute Morgen dann die nächste Überraschung: Die Strecke zwischen Ebikon und Luzern ist wegen ungeplanter Bauarbeiten nicht befahrbar. Es gäbe aber Anschlussbusse in Ebikon. Leider gab es nur einen, der sehr schnell gefüllt und Richtung Luzern unterwegs war. Die versprochenen 2-3 weiteren Busse liessen auf sich warten und so war der Anschlussverkehr dann doch nicht so gut organisiert wie angekündigt, oder wie zu erwarten wenn man wie die SBB seit dem Vorabend vom Ausfall weiss.

Die angekündigte Verspätung am Abend von 15min: geschenkt. Die letztendliche Abfahrtsverspätung von 25min: etwas unverständlich wie man innerhalb von 10min ebensoviel Verspätung erarbeiten kann. Die einzige wirklich Frechheit aber (und ich find nach der oben beschriebenen Odysee ist das noch wohlwollend) dann auf der Heimfahrt: Umleitung über Olten und einige Minuten vor Aarau wird angekündigt, dass noch in Aarau und Lenzburg gehalten wird, was natürlich zu weiterer Verspätung führte. Wie fällt einem eigentlich ein kurz vor den Bahnhöfen noch schnell anzuhalten? Kündigt man das nicht an? Wird Personal nicht informiert? Weiss man so etwas nicht vor Abfahrt? Die Durchsage "wir erreichen Zürich Hauptbahnhof mit einer Verspätung von 57 Minuten" wirkte dann schon fast komisch und ich neige gerade dazu mich für diese Einlage zu bedanken.

Klar, Fehler passieren, aber wenn man als Fahrgast mit jahrelangem GA so schlecht informiert wird und das Gefühl hat an der Nase herumgeführt zu werden ist das mindestens enttäuschend.

Vielen Dank fürs Bessermachen beim nächsten Mal.

Beste Grüsse
Ein (eigentlicher) SBB-Fan
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New Member
Dear SBB,

Firstly, you are awesome. No doubt about that. But... whose genius idea to make the 07:43 S25 from Zurich HB --> Linthal SHORTER for the summer period? You know who else joins this train during the summer period? HIKERS! They come in enormous groups and take over the train!

Sincerely,
A GA-holder who will have to stand for the 1-hr trip
New Author
Hello

I have bought a monthly upgrade for the first class only for the quite zone but I have to say that it is often not quite at all. I am tired of telling people not to talk. I think more precautions or more signs are needed. Many people don’t understand that quite zone means to be quite they think that you can speak but not loudly. Another issues quite zones are used by families who come with children who cannot be quite.

And the sad part is that very few controllers pay attention to that. Many times controllers passed and didn’t say anything.

Thank you for makiing our journey quite.

Regards

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New Member
Dear SBB Team,

I express my disappointment with the services at the SBB shop in Basel SBB. It is not understandable how the service can be so slow, with many employees not attending customers and only a fraction of them actually actively calling for people. The waiting time constantly exceeds 30 people! I sincerely hope that you take some attitude to improve customer service. It is a shame that such an important company has such a poor service with clients.
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RV
New Member
Commencé à faire des trajets Lausanne-Nyon il y a deux semaines. Chaque jour le train 7.47 a eu du retard. Qualité prix/service très décevant.
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New Author
Hi I have logged into my Swisspass account from SBB and bought online my tickets to Bologna.
I can see the tickets I bought on my mobile phone but there was no way I can find it on the sbb swisspass website.
Luckily, I kept my confirmation email otherwise I'll have trouble since my trip was going to Bologna, Italy.
I think this is not normal at all.
Kind regards,
Tritz
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Visitor

Just bad service. Our train departing Lucerne got  delayed by a few minutes, but our connection in Rotkreuz to Lenzburg did not wait. What a lousy service on a Friday night at 23:00. SBB was badly commented by the 30+ people who had to wait in the cold. Sorry, this is NOT what we expect by Swiss railways!

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