u/New-york-city4

Hello! Yesterday I bought a ÖBB ticket from Trieste to Vienna via Udine. Booking went fine, and we payed the ticket on the App. When I then, after payment, glance at the “ticket” I received I realize that there is a message telling me to pick up the ticket in Austria. This of course is impossible for me, as I will be departing from Italy, not Austria. Thus I call customer support, and the person who replied was very rude to me, and proceeded to school me about needed to read the fine print of my ticket before buying it. Living in italy, I buy train tickets all the time and have never been asked to pick it up in at a train station. Even the other ticket I bought from ÖBB departing Vienna to Prague was delivered to me digitally in the form of a QR code. Apparently the problem is that the train from Trieste to Udine is operated by Trenitalia; I of course knew this but assumed that if a company sells you a ticket they are able to actually correctly process it and give it to you. After telling him to cut the “support” section of customer support, he tells me I need to request a refund on the ÖBB website, and then buy two separate tickets, one from ÖBB and one from Trenitalia. I try doing so three times, and receive three times that “an error has occurred”, without really much indication on what when wrong. I cannot refund from the app as I would loose 80€ of the 120€ I used to buy the ticket. I think this is… disappointing customer service and ticket processing to say the least, especially from a company that I have heard has quite good quality rail service… really a shame their customer service isn’t as good. I am planning to retry the form tomorrow, and if it still doesn’t work recall customer support and pressure them into giving me a refund in some way shape or form. Still, if anyone has suggestions on what I could do I would greatly appreciate help in the comments! Thx!