My experience with Intercity Express has been a masterclass in customer service failure. The initial issue that led to my refund request is now a distant memory, overshadowed by a three-month battle to get my own money back.
The core of the problem is a broken refund system. Each communication with their support team feels like talking to a brick wall. The phrase "you are on the next batch" has become a cruel joke. What does that even mean? How many "batches" are there? Why does a simple financial transaction require a "batch" system that takes months?
This lack of transparency and accountability is appalling. It feels less like a processing delay and more like a deliberate strategy to frustrate customers into giving up.
I am writing this review not just out of frustration, but as a warning to others. If your travel plans are at all uncertain, think twice before using Intercity Express. The peace of mind you get from a company with a functional refund process is priceless, and it's something you will not find here.
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