Website bug with birthday field

[jjharner]

There is a bug with the birthday field. For my reservation, I entered all birthdays in the dd/mm/yyyy format but when I clicked out of the box, it subtracted one from the day. I have video showing it doing this. Because of this, all of the travelers on my reservation have a birthday that is one day off.

For example, if I enter a birthday of 2 May 1992 as "02/05/1992" and click out of the box, it changes the birthday to "01/05/1992" To correct this, I input all birthdays with one day added so that they showed correctly. I also have video showing the birthdays for all travelers on my reservation displaying correctly before purchasing and then the tickets now displaying the birthdays as one day more. This is an issue that needs to be resolved immediately on SBB's website. Please advise what I need to do here. Do I need to request a cancellation of my tickets and rebook? I find it hard to believe this issue cannot be corrected on SBB's end manually instead of canceling tickets and rebooking as it is a technical issue that is not resolved on its own website. I cannot cancel online unless I agree to pay 10 CHF per ticket as a penalty which I am not going to do as the bug causing the issue is SBB's responsibility. It is terrible customer service to ask us to pay per minute to call in to a service number to cancel tickets and then rebook when it is SBB's fault. I have also messaged SBB on Twitter and tweeted at them.

[RolandP · Accepted solution]

Hello @jjharner 

Thanks for your message. Kindly note, this platform is not an official support channel. You must get in touch using the contact form for any support querries. In the contact form message you can also mention the ticket ID's concerned.

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/complaints/ticket-purchase-c...

Here we can simply help to narrow down the problem.

I doubt this is a general webshop bug, as every day, thousands of tickets are sold via the website and I have never ever heard about such a technical problem. If so, it would have caused hundreds of support cases in no time. Or, it must be an isolated issue with computers using the American language & date settings.

Could you check your computer and please let us know what browser & version you use. Can you reproduce it with another browser? Have you installed browser add-ons that could cause the problem? Are you using the US date format at your place, is there an auto-correction active?

I tried to reproduce the problem on multiple devices, it worked correctly no matter the device & browser type. I, however, use the website from Switzerland devices using the European format.

Best regards,
Roland

@RomanoS 

[AlexSapulla]

Hello RolandP

I don't believe this is an isolated problem. I just had the same problem as jjharner. I'm still looking for a solution and I didn't find it neither on website or mobile app.
Do you know how could I proceed in order to fix my birthday date in the tickets that are already paid ?

Thanks in Advance !

Alex Sapulla

[AuroraD]

Hello @AlexSapulla 

As I could read your problem has been solved.

Greetings,

AuroraD. 

[AlexSapulla]

Yes Aurora.

I contacted the SSB support online chat and the attendant informed me that all that I need to do is go a little before my train departure time and request for the person responsable for emmiting the tickets on that station to fix my birthday and my partner birthday by hand writing the correct datas.

Is that a normal procedure for cases like mine ?

Because to be honest, I'm afraid to arrive there on the trip's day and the guy who are attending say that it's not possible to fix it like that.

[lesliearm4]

I too had the same problem. I typed the correct day/month/year and it would subtract a day.  So I had to add a day to my birthday for it to list the correct birthday on the review page.  But subsequently once I purchased the tickets it lists the incorrect birthday!!  It's been very frustrating.  I have video and pictures of this happening on the website.  The international phone number isn't a working a number. Can someone help me speak to someone in SBB? I am calling from the U.S.  

[ZoeS]

Hello @lesliearm4 

You can reach us from aboard on this number +41 51 225 78 00 or use our contact formular Claims and complaints | SBB help & contact.

I wish you a nice day.
Greetings, ZoeS. 

[jjharner]

Thank you, Roland. There is definitely an issue as I was able to reproduce the issue on a second computer (both using Chrome) and again on the original computer using the Edge browser this time. I manually typed in the numbers so if it is a configuration issue on SBB's side with computers running American date/time format, that is still an issue SBB needs to resolve. 

[RomanoS]

Hi @jjharner 

Thanks for your message here in the Community. I tried many times in multiple browsers and the problem never occurs. I suppose, as explained from @RolandP, that there is an add on on your side that can't manage that particular box. Important to say is, that dd/mm/yyyy with the slash (/) is not supportet but dd.mm.yyyy (so with the point in between (.) . What I'll will do is to check the problem internally and see if there are any similar problems around. I come back to you. Would it be possible to send me the videos? If yes, thanks for a private message. Many thanks, Romano 

[jjharner]

I just replied to Roland but it is definitely not an issue on my side. I reproduced the issue on a second computer (both in Chrome) and a third time on the original computer using the Edge browser. I should note, I did input the date with the dd.mm.yyyy format and not dd/mm/yyyy all three times. I have video of this occurring which I sent to the official SBB Twitter account. I highly doubt this is an issue occurring only on my side if it is not working properly on two different computers in two different browsers.

[AlexSapulla]

jjharner

I just resolved my problem by contacting the SSB online chat. You can contact them by this adress: https://www.sbb.ch/en/help-and-contact.html 

The attendant informed that I just need to go to nearest manned SSB Station (which in my case would be Paris) and the person in charge would fix it by hand writting the correct birthday date on it.

I saved the whole conversation just in case of any problem over there, I would advice you to do the same.

Best Regards, 

Alex Sapulla

[Ganesh]

Hello @AlexSapulla   - I have the exact same issue. Just wondering if going to the station and asking to manually correct the birthday worked for you without any issues? Any insight on the resolution will be highly appreciated. Thanks!

[AlexSapulla]

@Ganesh ,

My trip is scheduled to happen on May 8th, so I'm gonna see if it'll work or not. Anyway, I'll inform you here. 

Best Regards, 

Alex Sapulla

[RomanoS]

HI @jjharner 

Ok I see the point. I'll make some calls and come back to you. Many thanks for your information and for getting in touch with us. 

BR
Romano 

Customer Success Manager SBB.ch