Just thought I’d share how two different refund requests were dealt with.
On Thursday 22 January I was booked on the Golden Pass Express from Zweisimmen to Interlaken Ost. Boarded at Zweisimmen and made myself comfortable. Noticed that the lights dimmed every now and then and there was a lot of activity. After about 15 minutes we were told the train had failed and to get another train to Interlaken Ost from “that platform over there”. So we wandered over, got a train to Spiez, changed there and arrived in Interlaken, No big deal but it wasn’t direct and it wasn’t on the booked service.
So I filled in the Montreux Oberland Bahn webform looking for a refund of my reservation fee. They replied (quickly) that the train had operated but with a delay. I replied we were told to disembark and seek alternative transport. They replied that my message would be sent to BLS for comments. Radio silence since.
On Monday 26 January my train from Brig to Milan was over 90 mins late. (The lack of communication from SBB/Trenitalia was terrible - very few announcements) On Tuesday I submitted a compensation request to Eurail and on Tuesday evening the refund was in my bank account. That’s a great level of service and on previous occasion when I had to request compensation it too was dealt with speedily and efficiently.