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Leisure shop FAQs.

What is the leisure shop?
In the leisure shop you can purchase leisure offers from RailAway online and print out OnlineTickets direct. When buying a RailAway combined offer, you receive a public transport OnlineTicket for the journey on public transport, an additional public transport OnlineTicket for any transfers and a leisure OnlineTicket for the leisure offer. When purchasing a leisure offer without public transport, you receive a leisure OnlineTicket.

What is an OnlineTicket?
The OnlineTicket brings the ticket counter to you at home. You can purchase your tickets online and print them out yourself. All you require to do this is a computer with Internet access and a PDF reader installed, a laser or inkjet printer and a credit card or PostFinance Card.

After purchasing in the leisure shop, you will receive the OnlineTicket to download as a PDF file. After printing this out on white A4 paper, you can start your journey. Important: as OnlineTickets are personal and non-transferable, you must show personal ID when the tickets are checked.

Range.

Which RailAway offers are available in the leisure shop?

In the leisure shop, you can purchase a wide individual range of leisure offers from RailAway online. You can print out your own OnlineTickets (print@home). Round trips, group and school offers, as well as event combined offers are not available in the leisure shop. The range of the offer is constantly being extended.

What is a public transport OnlineTicket?

A public transport OnlineTicket is valid for the route from the place of departure to the destination station or bus stop and back. The public transport OnlineTicket looks identical to an OnlineTicket from the SBB Ticket Shop. The checking procedures as well as the validation check when travelling are also the same. The public transport OnlineTicket is only valid on the outward journey in conjunction with the relevant leisure OnlineTicket.

Those travelling from outside a regional fare network, who require a transfer service (bus or tram) from the destination station, are issued two public transport tickets in the leisure shop: one for the journey to the destination station using public transport and one for the fare network zones required (transfer).

The date of the outward and return journeys can usually be several days apart; exception: for regional fare networks the dates for the outward and return journey are always on the same calendar day.

Example of a public transport OnlineTicket from the leisure shop

What is a leisure OnlineTicket?

A leisure OnlineTicket is valid for the leisure offer, e.g. admission, mountain railways journey, voucher, etc. A leisure OnlineTicket is generated for each leisure offer, either in the combined offer or alone. Leisure OnlineTickets, which are purchased in the combined offer are only valid together with a valid ticket.

Example of a leisure OnlineTicket from the leisure shop

Can I buy a RailAway offer with my ticket?

If you already have an "own ticket", you can also purchase the RailAway combined offer in the leisure shop. In the selection options for the ticket details, choose "GA travelcard and others". You can find out which "own tickets" are accepted and under which conditions here.

Can I buy fare network tickets as OnlineTickets?

Passengers travelling within a regional fare network usually receive the appropriate public transport OnlineTicket.

Can I purchase OnlineTickets for other people too?

Yes. You will need the surname and first name of the other passenger. When purchasing a RailAway combined offer, you will also require the details of the date of birth and ticket for the other person.

Are you travelling as a group with 10 or more people? Then book your journey in the simplest way using the Group travel tool.

Can I also buy OnlineTickets for dogs?

Yes. You can buy an OnlineTicket for your dog at half the normal 2nd class ticket price in the SBB Ticket Shop. The OnlineTicket must show the name of the passenger. Access with dogs may or may not be possible depending on the leisure offer. Details of this can be found in the description of each leisure offer.

Why can some routes not be calculated in the leisure shop?

Routes that run via certain fare network areas, private railways or private bus services cannot be calculated by the system. Therefore, you cannot purchase public transport tickets for them. In such cases you can obtain the public transport ticket required online at the normal price in the SBB Ticket Shop, at the ticket counter or by telephone from Rail Service on 0900 300 00 (CHF 1.19/min. from the Swiss fixed-line network).

When travelling from outside a regional fare network, the journey will be calculated from the next departure station on the route. Therefore, please ensure that you have a valid ticket for the transfer from home to the departure station and back.

Is it also possible to reserve seats online?

Yes. For journeys within Switzerland you can reserve seats for up to five people online in the SBB Ticket Shop. The OnlineTicket must be registered in the name of a passenger.

For the following reservations, please call Rail Service on 0900 300 300 (CHF 1.19/min. from a Swiss landline) or go to the ticket counter:

  • Seat reservations in an SBB restaurant car
  • Reservations for more than five people
  • Reservations for tourist routes (e.g. Glacier Express, GoldenPass, etc.)

Can I also buy RailAway offer via mobile phone?

RailAway offers are not yet available via mobile phone.

Access and registration.

Why do I have to register to be able to make purchases in the

leisure shop?

Registration is required in the leisure shop. Please set up a new account on your first visit to the leisure shop. Note that a different login is required for bookings in the leisure shop to the one used for the SBB Ticket Shop.

What preconditions should my password fulfil?

Your password must have at least 6 characters and include at least 2 digits.
Example: abcd12

What do I do if I have forgotten my password?

You can request the password again under "My account". To do this, you require the e-mail address that you entered when registering.

If you do not receive an e-mail, you may have entered the e-mail address incorrectly or the e-mail may have gone to your spam folder in error. If you have forgotten the registered e-mail address, please open a new account.

I do not have an e-mail address. What can I do?

If you still do not have an e-mail address, please open one with a free provider, such as GMX, Bluewin, Hotmail, Yahoo or Gmail.

Purchasing.

What do I need in order to purchase an OnlineTicket?

  • A computer with Internet access
  • A current Internet browser
  • A PDF reader to display the OnlineTicket (e.g. Adobe Reader Version 5 or later)
  • A valid e-mail address so we can send you the confirmation
  • A credit card (VISA, Mastercard, American Express) or a PostFinance Card
  • A printer (inkjet or laser printer with a resolution of at least 300 dpi; 600 recommended)

Please check the technical preconditions.

What is the difference between an OnlineTicket and an ordinary

ticket?

All OnlineTickets:

  • can be printed out from your own printer (print@home)
  • are personal, i.e. only valid in conjunction with a personal identity document (passport, ID card, driving licence or Half-Fare or GA travelcard).
  • are limited to a set date and time*
  • are only refundable in specific exceptional cases. See conditions

* OnlineTickets are only valid for one calendar day per route. The days of travel must also be specified at the time of purchasing. It is not possible to make subsequent modifications or exchanges. On regional fare networks the outward and return journeys must be made on the same day.

Up to when before departure can I purchase my OnlineTicket?

You can purchase and print out your own OnlineTicket until just a few minutes before your train departs.

Why can’t I buy OnlineTickets more than 30 days in advance?

The advance purchase period of 30 days guarantees you greater security so that you will definitely be able to make your journey and will not have to postpone it. Exception: special offers can only be purchased online in the period of the promotion. OnlineTickets can only be refunded in exceptional cases. See conditions

Do I have to pay booking fees when purchasing OnlineTickets?

No. There are no booking charges for purchasing RailAway offers in the leisure shop.

Has my purchase been successful?

After purchasing, you receive an order confirmation by e-mail, which gives you information on the incoming order. A few minutes after a successful purchase, you receive a payment confirmation via e-mail. This includes the link to "My account", where you can print out your OnlineTickets. If you do not receive an e-mail, you may have entered the e-mail address incorrectly. Please also check your spam folder.

You can also see in the leisure shop whether the purchase procedure has been completed. Once you have logged in, you will find the item "Orders" under "My account". Select the OnlineTicket required. If the order is available as a PDF file, the payment was successful and you can print out the OnlineTicket at any time. Please note that in some cases it may take several minutes to display the OnlineTickets.

If the purchase was not successful, then you will receive an e-mail with the information that the booking was not completed.

How do I receive my OnlineTicket once I have purchased it?

After purchasing, you can download the OnlineTicket via the download link displayed, then print it using the print function on your PDF reader. Please do not use the browser print function.

To display and print out the OnlineTickets, a PDF reader must be installed on your computer (e.g. Adobe Reader, version 5 or later). Adobe Reader can be downloaded free of charge here.

If you are logged in to the leisure shop, you will find the item "Orders" under "My account". Your purchases are listed there. Select the OnlineTickets required. You can open these and re-print them at any time.

Can I also buy my OnlineTickets at the ticket counter?

OnlineTickets are only available online. Sale, exchange or refund of OnlineTickets from the leisure shop cannot be made at the ticket counter.

Payment.

How do I pay at the leisure shop?

In the leisure shop, you can pay using a valid credit card (VISA, MasterCard, American Express) or a PostFinance Card.

How do I obtain a receipt or a VAT slip?

Log into the leisure shop. Under "My Account" / "Orders", the OnlineTickets you have bought are listed. Right at the bottom of the page is the "Summary" button. Clicking opens a PDF with the details of your order. This PDF document with the VAT details can be printed out and used as a receipt.

Downloading and printing.

I am having problems downloading my OnlineTicket: what can I do?

If you cannot download the OnlineTicket directly in the leisure shop under "My account" / "Orders", then you can download and print it out it by clicking on the link in the e-mail payment confirmation.

If you do not receive an e-mail, you may have entered the e-mail address incorrectly or the e-mail has been sent to the spam folder.

Why is the OnlineTicket not displayed once it has been

downloaded?

To display and print out OnlineTickets, you require a PDF reader (e.g. Adobe Reader version 5 or later). You can download the Adobe reader here free of charge.

Please check the technical preconditions.

Once I have downloaded my OnlineTicket, all I can see are various

characters/symbols or a blank browser window. Why is this?

It is possible that your computer is trying to open your OnlineTicket (PDF file) using an application other than a PDF reader. Check that the operating system installed on your system opens PDF files with your PDF reader. If not, please adjust your computer settings. If you do not have a PDF reader, you can download Adobe Reader here free of charge.

Please also check whether all technical preconditions are met here.

What do I need to remember when printing my OnlineTicket?

You must show the checking staff the OnlineTicket printed on A4 paper. The e-mail payment confirmation issued to you is not valid as a ticket or to purchase the leisure offer.

OnlineTickets are valid only if printed in portrait format and 100% size on white A4 paper using an inkjet or laser printer. (Please do not print in draft/economy mode.) OnlineTickets printed out via fax or other devices, or smudged or incomplete printouts, will not be accepted. Print out the OnlineTicket using the PDF reader print function.

Test the first purchase of an OnlineTicket with the test ticket, to ensure that your printer can print out an OnlineTicket correctly. Test ticket

The OnlineTicket should be kept in a safe place and protected from wear and tear.

The printout of the OnlineTicket is smudged / incomplete. What

should I do?

Smudged or incomplete printouts are not accepted. A journey with an incorrectly printed ticket is counted as a "journey without a valid ticket".

Resolve any printer problems from the user instructions and try to print out the OnlineTicket again.

You can also save the OnlineTicket (PDF file) on a data storage device (e.g. on a USB stick) and print it out on another printer.

I can’t print out my OnlineTicket. What should I do?

In order to view and print your OnlineTicket, you must have Adobe Reader installed on your computer. You can download this free of charge here.

If you can view your OnlineTicket but are still unable to print it out, there may be a problem with your printer or printer settings. You can also save your OnlineTicket onto your computer. You can then print it out once any problems with the printer have been resolved.

Please ensure you click on the "Print" icon in your PDF reader and not on the Internet browser.

You can also save the OnlineTicket (PDF file) to a data storage device (e.g. on a USB stick) and try printing it out on another printer.

If you are still unable to print out your OnlineTicket, please follow these four steps again:

  1. Open the OnlineTicket (log into the leisure shop. Here, under "My account" you will find the header, "Orders", with a list of your purchases. Select the OnlineTicket required and you can open it and print it out at any time). Alternatively, you can also call up your OnlineTicket via the link in your confirmation e-mail and go to "My account".
  2. Once you have opened your OnlineTicket, save this to your computer.
  3. Open the saved version of the OnlineTicket, ensuring you use the PDF reader to do so. Click on the PDF reader’s print icon or select "File", "Print".
  4. A preview window will open, showing the OnlineTicket. Click on OK to print the ticket.

 

Against a fee of CHF 5.00 our staff at the SBB counter will print out your OnlineTicket between 7.00 a.m. and 7 p.m. (please take note of the opening hours).

Do I have to print the OnlineTicket in colour?

No, black-and-white printing is adequate.

Can I print out my OnlineTicket if I lose it?

Yes. OnlineTickets can be printed out several times via "My account" / "Orders".

Can I copy or fax the OnlineTicket?

OnlineTickets may not be either copied or faxed, which invalidates the ticket as certain security features are no longer legible. OnlineTickets should only be printed out using a laser or inkjet printer with a resolution of at least 300 dpi (600 dpi recommended). They may be printed out several times before travelling, i.e. if they are lost or the first printouts cannot be found.

Validity and refunds.

Is the e-mail confirmation of the ticket purchase also valid as a

ticket?

Under no circumstances can the payment confirmation e-mail be used as a replacement for an OnlineTicket. Confirmation e-mails are intended for your use only and are only designed to give information about a successful purchase.

Only the printed out public transport ticket is valid as a ticket. For the leisure offer, only the printed out leisure OnlineTicket is valid. These OnlineTickets can either be obtained by logging into your customer account or via the link in the confirmation e-mail, which takes you to the leisure shop.

How long is an OnlineTicket valid?

The OnlineTickets are valid for just one calendar day per route. The travel days must be defined at the time of purchase. It is not possible to make subsequent changes or exchanges.

Additional conditions:

  • As a rule, OnlineTickets cannot be purchased more than 30 days in advance.
  • The dates of the outward and return journeys can be several days apart. Exception: for regional fare networks the outward and return journeys must be made on the same calendar day.

Are OnlineTickets transferable?

OnlineTickets are personal and non-transferable. For this reason you must be able to show a personal identity document (passport, ID card or driving licence). For the Half-Fare or GA travelcard it is sufficient to show the travelcard when your public transport OnlineTicket is inspected.

Can OnlineTickets be refunded?

OnlineTickets cannot be modified, exchanged or refunded. See GTC, point 9.

Exceptions are:

  • Double booking (identical ticket date, surname and first name of ticket holder; for a public transport OnlineTicket also an identical route and date of birth)
  • Proven inability to travel (illness, accident or death)
  • No seats available in 1st class (only for public transport OnlineTickets for 1st class travel and with written confirmation from the train crew)
  • Unavailability of part of the service because the relevant provider had to cancel the service at short notice due to technical or other explicable reasons (e.g. route closure)
  • Where the passenger has forgotten their GA travelcard, Half-Fare travelcard or point-to-point travelpass*
  • E-Tickets with incorrect personal details (surname, first name or date of birth, provided this is an obvious input error).
  • E-Tickets with an incorrect date, provided it was no longer possible to make the journey to the destination on this day according to the timetable. Example: theE-Ticket is purchased at 11.40 p.m. for the same day, but the last train connection to the selected destination left at 11.30 p.m. The journey to the destination is therefore no longer possible on the date selected.
    For the refund to be made, you must be able to show a new, correctly purchased ticket.
  • When you subsequently buy a personal travelcard for a minimum of 12 months.

If you have purchased an OnlineTicket and have not used it because of one of the conditions above, then please complete the written refund application and send it (online or by post) to the address given on the form.

  • No exchange and no refund at the ticket counter
  • A processing fee is charged for refunds

Checking.

Which documents do I have to show the checking staff?

Public transport OnlineTickets and leisure OnlineTickets are personal and non-transferable. They are only valid in conjunction with a valid, official ID in the name of the passenger (passport, ID card). For the Half-Fare or GA travelcard it is sufficient to show the travelcard when your public transport OnlineTicket is inspected.

I have forgotten my OnlineTicket. What should I do?

If you are unable to show the public transport OnlineTicket to the checking staff, we recommend that you purchase a ticket at the normal price at the ticket machines or counter before the train departs. The unused OnlineTicket can then be refunded via the refund application form.

If you are unable to show a valid public transport OnlineTicket to the checking staff, you must purchase a ticket on site. A supplement is usually charged in such cases.

If you have forgotten your leisure OnlineTicket, you must buy this again on site at the normal price. The unused leisure OnlineTicket can then be refunded using the refund application form.

Why can I not show an OnlineTicket (PDF) on an electronic device

(e.g. laptop)?

The transport companies are unable to guarantee that public transport OnlineTickets can be checked effectively on every electronic device (e.g. laptop or iPad). For this reason it is compulsory to show OnlineTickets as an A4 print-out. The same applies to leisure OnlineTickets.

Data protection.

What happens to the personal data I have submitted (name,

address, etc.)?

To protect your personal data during transmission on our server, these are sent encrypted (SSL). The information is only used for creating and transmitting the OnlineTicket. You can find further information on this in the SBB data protection declaration.

Is transmission of credit card numbers secure?

Credit card data are transmitted using SSL encryption. Our security server software encrypts all your personal data such as credit card number and name. In the encryption process all characters sent by you are transformed into a code, which can be safely transmitted on the Internet. Your credit card information is only used to process the order.

How can I make an active contribution to security?

For your security, we recommend protecting your password and computer against unauthorised access. If you share your computer with other users, you should ensure that you log out after every session.

Support.

Whom should I contact with any problems?

Should your questions not have been answered by our FAQs, we will be pleased to give you further assistance within the next 24 hours.

Contact form (registration not required)

General Terms and Conditions.

Where can I find the general terms and conditions for buying

OnlineTickets?

For the purchase of OnlineTickets in the leisure shop, the General Terms & Conditions for RailAway AG apply. See: sbb.ch/railaway-gtc.

The public transport OnlineTicket is subject to special terms and conditions according to the General Terms & Conditions for the online sale of tickets and services. Detailed information is available at sbb.ch/ticketshop.