General Terms and Conditions of Business for the purchase and use of electronic tickets.
Carriage of passengers with tickets (hereinafter “electronic tickets”) purchased from SBB.ch or via the SBB Mobile app (including the preview version) is subject to the tariffs of the Swiss transport companies.
The “T600 general passenger tariff” of the Swiss transport companies (hereinafter “Tariff 600”), the “T610 tariff for internal SBB services” and the “Standard international tariff for the carriage of passengers and luggage by rail (TCV)” for international passenger services (hereinafter “Tariff 719”) can be viewed either at staffed points of sale or at SBB.ch.
The following conditions are an excerpt from these tariffs and cover the key provisions governing the relationships between holders of an electronic ticket (hereinafter “customers”) and the Swiss transport companies (hereinafter “LTCs”), represented by Swiss Federal Railways SBB (hereinafter “SBB”).
These conditions do NOT apply to the ticket offerings of regional transport systems or individual transport companies (LTCs). The tariff conditions which are saved on the SBB website take precedence over all other provisions.
All electronic tickets are stored centrally in a dossier and copies can be obtained (see Tariff 600, Paragraph 41.06).
Provisions on the obligation to provide proof of identity.
Proof of identity must be provided when electronic tickets are inspected. These tickets are therefore personal and non-transferable. They are only valid in conjunction with a valid, official form of identification (passport or identity card) belonging to the person travelling and shown to the ticket inspector.
On journeys within Switzerland, a valid Half-Fare or GA travelcard may also be produced instead of an official form of identification. With discounted tickets, the corresponding authorisation (e.g. Half-Fare travelcard) must be shown. A linked SwissPass must only be shown if required by a ticket inspector.
Tickets for children, dogs and bicycles must bear the name and date of birth of the individual travelling with the child/dog/bicycle.
This data is maintained directly by customers or users. For data protection reasons, this information is not synchronised with the original data. Customers are therefore responsible for updating the data for travel companions.
Provisions on validity.
For electronic tickets, the date of travel is set when the tickets are purchased or ordered. The obtained tickets are only valid for one calendar day for each route. The validity period may differ from that of tickets purchased at ticket counters or ticket machines.
Electronic tickets can be purchased no earlier than 30 days in advance at SBB.ch (international tickets can be purchased up to three months before departure).
In the case of tickets valid over a number of days, the return journey must be made on the day specified when the tickets were purchased or ordered.
Supersaver tickets are electronic tickets that can only be used on certain trains and their prices are correspondingly reduced. Supersaver tickets can only be obtained as electronic tickets. Supersaver tickets are personal and are valid only for the day, train (train number) and route printed on the ticket. Booked tickets are not associated with any fixed seat (seat reservation).
The limited number of supersaver tickets available under this offer changes from day to day. Supersaver tickets are only available for single journeys in 1st and 2nd class and up to an hour before the train departs. Subsequent changes to class or route cannot be purchased. Supersaver tickets may be purchased for dogs, but not for bicycles. Family discounts are allowed (Junior and Grandchild travelcards).
Provisions on inspection.
Inspections of screen displays.
The mobile device must – if requested – be handed over to allow ticket inspectors to inspect tickets. Inspectors are entitled to operate the mobile device in order to carry out due and proper inspection. Customers must be in possession of their ticket before the start of their journey (actual departure time of the train). The purchasing and ordering process must be completed before the actual departure time of the train and the ticket must be available as an on-screen display or via an application on the device. If this is not the case, the passenger will have to pay a surcharge (on top of the fare) in accordance with Tariff 600.5, Paragraph 30.00. Electronic tickets purchased in the SBB Mobile iOS app (including the preview version) for yourself or another person can be stored in “Apple Wallet” if you wish. All tickets forwarded to another person as an Apple Wallet “boarding pass” via Whatsapp, iMessage, SMS or e-mail are only valid if the provisions on proof of identity are respected.
Inspections of hard-copy printouts.
Ticket holders must be able to present an A4 printout of their ticket containing all ticket information for inspection. Tickets must be printed in full size (not scaled) on white, previously unused, standard A4 paper in portrait format with a high resolution using a laser or inkjet printer. Tickets printed or copied on a fax machine or another device are not accepted as valid. The (12-digit) OT number in the top right hand corner of your ticket must be fully legible.
The e-mail confirmation sent by SBB does NOT count as a ticket. The advertising in the lower third of the printout may be detached. Tickets which are not fully legible are not valid for travel and passengers in this situation will be treated as if they were travelling without a valid ticket in accordance with Tariff 600, Section 6.
Provisions on refunds.
A refund can only be granted in the following cases. A fee must be paid to receive a refund.
- Proven inability to travel (illness, accident or death).
- No seats available in 1st class (confirmed by train crew).
- Forgot GA or Half-Fare travelcard or point-to-point travelcard.
- Ticket with incorrect personal details (name or date of birth, if an obvious error has been made).
- Duplicate tickets purchased (travel date, route and passenger – full name and date of birth – are identical).
- Tickets purchased for the wrong customer group (1-day travelpass without the Half-Fare travelcard or full fare instead of discounted).
- Tickets with an incorrect date, provided the journey to the destination on the ticket is no longer possible on this day according to the timetable at the time of purchase. Tickets can only be refunded if customers can show that they purchased the correct ticket afterwards.
- If customers with a supersaver ticket miss their booked connection or want to travel at another time, they can purchase a ticket at the standard tariff and obtain a refund for the supersaver ticket after the journey. To do this, customers must show both their original supersaver ticket with confirmation from the member of the sales or ticket inspection staff and the original ticket at the standard tariff. Only tickets with completely identical routes can be refunded.
- In the event of problems where the transport company is at fault based on the scope of application (for example, in the event of train cancellations, line closures, etc.), supersaver tickets will be valid for the next available service irrespective of train category or number of changes required to complete the journey. Customers will need to obtain a form from a member of the sales staff or train crew.
- For the subsequent purchase of personal travelcards for at least 12 months.
- For international services, the provisions can be found in the individual offer conditions available online.
- Reconnaissance trip as part of a group journey.
If you have purchased a ticket and have not used it for one of the reasons listed above, you can fill in the refund request online.
Note: The relevant ticket or order number must also be sent with the form. In the case of a forgotten travelcard, the customer number (xxx-xxx-xxx-x) or the basic card number (xxxxxx) of the forgotten travelcard must also be given.
Refunds at the station
The ticket can be shown on your mobile device or as a printout at the station to obtain a refund. Supersaver tickets cannot be refunded at the station.
Provisions on e-vouchers.
An e-voucher is a means of payment that can be bought and redeemed electronically on a self-service basis. E-vouchers may be purchased online at SBB.ch/en/buying. E-vouchers cannot be bought and/or redeemed at ticket counters and ticket machines. They also cannot be redeemed via SBB Businesstravel.
E-vouchers are impersonal and may therefore be transferred. They can be redeemed as often as you wish until the credit has been used up completely. E-vouchers are generally redeemable for all offers via the aforementioned sales channels.
E-vouchers are available in any value up to a maximum of CHF 5,500. E-vouchers are valid for five years from the date of purchase. They may no longer be redeemed after the expiry date. If the e-voucher code is lost, it is only possible for the person who bought the e-voucher to request it from the SBB Contact Center via their user account. It is not possible to redeem e-vouchers in conjunction with payments made on an American Express credit card.
E-vouchers cannot be exchanged or refunded.
Provisions on data protection.
SBB complies with data protection and telecommunications law in all its dealings with personal and customer details and also refers explicitly to Paragraph 9/Data protection of Tariff 600, the general passenger tariff of the Swiss transport companies. Further, customers acknowledge that they may receive advertising from SBB unless they specifically withhold consent in this regard. Purchasers of an “electronic” ticket or travelcard as defined in Tariff 600, Section 4, should take note that transport companies or contracted external companies in Switzerland and within the European Union mandated to inspect electronically issued tickets or travelcards and to create distribution models will have access to personal and customer data (anonymised data exchange).
Securing revenue/anti-abuse measures.
The data of customers and travelcard holders is required and processed to secure revenue (checking the validity of tickets or travelcards, collection of payment, anti-abuse measures, etc.). The Swiss transport companies are entitled to process all data regarding passengers or the contracting parties (ticket and inspection data and, where appropriate, sensitive data related to any abuse) for the entire inspection process and to share said data with other transport companies (including those in other countries in the case of international tickets or travelcards) for validity inspection purposes or in order to prevent abuse.
Passengers and the contracting parties recognise that, in the event of the discovery of any abuse and forgeries, the Swiss transport companies are authorised to make the relevant personal and customer data (which is no longer anonymised and sensitive, if applicable) available to all internal personnel affected by the abuse as well as external transport companies to prevent further abuse. Additionally, the personal and customer data of passengers or contracting parties who have a criminal record may be shared with internal and external transport companies, especially for prevention purposes. In this case, access to sensitive personal and customer data in line with data protection law is guaranteed. SBB reserves the right to analyse individuals’ use of promotional codes.
To continually improve the quality of its services, SBB asks its customers to participate in electronic surveys. If you do not wish to participate in these surveys, you can opt out by contacting us at (firstname.lastname@example.org).
Changes to tariffs and the general terms and conditions.
The GTCs shall apply in their final version. The LTCs may amend their tariffs, and thus these GTCs, at any time. SBB shall inform passengers and/or contracting parties of any changes to the GTCs properly and in advance.
Applicable law and place of jurisdiction.
Swiss law shall apply exclusively. The place of performance, place of debt enforcement (the latter applying only to persons resident abroad) and sole place of jurisdiction for any disputes in connection with this agreement will be Bern, unless specified otherwise by the Swiss Civil Jurisdiction Act.