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FAQs OnlineTickets.

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 valid credit card (Visa, Mastercard, American Express Switzerland, Diners Club, JCB or myOne), debit card (PostFinance Card, Reka-Card) or a prepaid card (Visa/Mastercard).

After purchasing in the SBB Ticket Shop, you will be provided with the OnlineTicket on the Internet as a PDF file to download. After printing this out on white A4 paper, you can commence your journey. Important: as OnlineTickets relate to the passenger and are non-transferable, you must show a personal ID (passport or identity card) when tickets are checked. For holders of the Half-Fare travelcard or GA travelcard, it is sufficient to show the valid travelcard.

  

Range.

Which tickets can I purchase as OnlineTickets?

Not all types of tickets are suitable for self-printing. You can currently purchase the following tickets as OnlineTickets:

  • Normal tickets for journeys within Switzerland
  • City Tickets
  • Travelpasses for the Half-Fare travelcard
  • Bike passes
  • Seat reservation for journeys within Switzerland
  • Bicycle reservation (ICN only)
  • Fare network tickets including these networks
  • International tickets for Germany, Austria, the TGV Lyria to Paris, Italy aboard the EuroCity to Milan and Venice
  • Certain special offers

The range is constantly being extended.

You can choose between the following purchasing options when ordering in the Ticket Shop:

  • Printing out at home
  • Purchasing at the station
  • Despatch by post

Important: some routes that include certain fare network areas, private railways or bus providers, are unable to use the system, and these are therefore not available as OnlineTickets. In this event you can buy your ticket at the station ticket counter or by telephone via Rail Service on 0900 300 300 (CHF 1.19/min. from the Swiss fixed-line network).

As OnlineTickets are only usually valid on a specified day, it is not possible to purchase the following tickets as OnlineTickets:

  • Multipack of 1-day travelpasses for the Half-Fare travelcard and multipacks of 9 o'clock travelpasses for the Half-Fare travelcard
  • Multipack of class upgrades for the GA travelcard or for 1-day travelpasses and multipacks of 9 o’clock class upgrades
  • Multiple-journey ticket
  • Most international tickets
  • International tickets for France (except Paris) and Italy (except EuroCity to Milan and Venice) as well as all other non-neighbouring countries

Can I buy fare network tickets as OnlineTickets?

You can buy OnlineTickets for the following fare networks. The service is constantly being extended.

Can I purchase OnlineTickets for other people too?

Yes. You will need the surname, first name and date of birth of the relevant person.

Are you travelling as a group with 10 or more people? Then it is simplest to book your journey using the group travel tool. In the group travel tool, only connections within Switzerland apply. You may only make bookings for international group travel at the ticket counter or via Rail Service on 0900 300 300 (CHF 1.19/min. on the Swiss fixed-line network).

Are OnlineTickets also available for dogs?

Yes. You can buy an OnlineTicket for your dog for half the price of a 2nd class ticket. The OnlineTicket must be registered in the name of the passenger.

Is it also possible to reserve seats online?

Yes, in the SBB Ticket Shop you can reserve seats online for up to five passengers for journeys within Switzerland. 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.)

You can reserve seats for international travel when you purchase your ticket at the SBB Ticket Shop.

 

  

Access and registration.

Do I have to register to be able to buy an OnlineTicket?

No. However, we recommend registration, which will provide you with the following advantages:

  • Your data are saved and do not have to be re-entered when you next visit the Ticket Shop.
  • You can view your orders at any time and re-print your OnlineTicket if necessary (e.g. if the printout is illegible).
  • You can save your means of payment conveniently and specify it as standard. This will then be used for any purchase in the SBB Ticket Shop or in the SBB Mobile app.
  • If there is an interruption during payment you can check under "My orders" to find out whether or not a ticket has actually been purchased.
  • You can also use your login in the SBB Mobile app.

If you only shop occasionally in the SBB Ticket Shop, you can also select the option "Purchase without login" after making a selection. However, with this option you have to re-enter your address each time you make a purchase.

What do I do if I have forgotten my user name or password?

You can request the user name or password. For this you just need the e-mail address that you used when you registered.

If you do not receive an e-mail, then you may have entered your e-mail address incorrectly or it may have been sent to the spam folder. If you have also forgotten the registered e-mail address then please open a new account.

What preconditions should my password fulfil?

Please bear in mind the following points when registering:  

  • Note upper/lower case. 
  • The password must consist of at least six characters.
  • The password must include at least one number and one letter (no accents). 
  • Your password must not contain your user name.

Can I change my user name?

It is not possible to change a user name. However, you can open a new account with a new user name and new e-mail address.

  

Purchasing.

What do I need in order to purchase an OnlineTicket?

  • A computer with Internet access
  • An up-to-date Internet browser
  • A PDF reader to display the OnlineTicket
  • A valid e-mail address to receive your confirmation
  • A credit card (Visa, Mastercard, American Express Switzerland, Diners Club, JCB or myOne), a debit card (PostFinance Card, Reka-Card) or a prepaid card (Visa/Mastercard).
  • A printer (inkjet or laser printer)

Please check the technical requirements here.

How do I purchase an OnlineTicket?

You can purchase OnlineTickets in the SBB Ticket Shop. You will find instructions for the Ticket Shop here.

What’s the difference between OnlineTickets and ordinary ones?

All OnlineTickets

  • can be purchased online until shortly before departure.
  • can be printed out from your own printer.
  • 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. » conditions

*The tickets are only valid for one calendar day per route. The days of travel must be specified at the time of purchase. It is not possible to make changes subsequently or exchange. OnlineTickets from fare networks may have a different period of validity (e.g. 2 hours, 24 hours, etc.).


Up to when may I purchase my OnlineTicket?

You can purchase and print out your OnlineTicket until just a few minutes before your train departs. Please note that only some international tickets are available as OnlineTickets. We recommend that you book international tickets no later than three working days before your departure in the SBB Ticket Shop.

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

Once you have purchased your OnlineTicket, simply follow the link provided to download it. You can then print it out using the print function in your PDF reader. (Please do not use the print function in your browser.)

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


If you are logged into the SBB Ticket Shop, you will find "My orders" under "My account". Select the desired OnlineTicket. You can open it at any time and reprint it.

If you have purchased your OnlineTicket without logging into the SBB Ticket Shop, please follow the link in your confirmation e-mail to download the ticket.

For a fee of CHF 5 the OnlineTicket can also be printed out by SBB staff at the counter.
You can also have your OnlineTicket sent to you via MMS on your mobile phone.
You can only receive the MMS ticket for selected routes.

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

By allowing an advance purchase period of just 30 days, we hope to give a better guarantee that you will definitely be able to make your journey and not have to postpone it. OnlineTickets can only be refunded in certain exceptional cases.

  

Payment.

How do I pay for my OnlineTicket?

You have the following payment options for purchasing an OnlineTicket:

Credit cards:

  • Mastercard
  • Visa
  • American Express Switzerland
  • Diners Club
  • JCB
  • MyOne

Debit card:

  • PostFinance Card
  • Reka-Card

Debit cards from other providers are not accepted.

Prepaid cards:

  • Mastercard
  • Visa

Prepaid cards from other providers are not accepted.

Vouchers:

  • E-voucher

How do I obtain a receipt or a VAT slip?

For OnlineTickets the ticket counts as the receipt. No separate document is available. You have the following two options to call up OnlineTickets again that have already been purchased:

Option 1:
Register in SBB Ticket Shop with your user name and password. The OnlineTickets you have bought are listed under "My account", "My orders". To look at the details of individual purchases, click on "Select". Please note that international tickets do not include VAT.

Option 2:
To receive a quarterly VAT receipt for the OnlineTickets you have purchased, please proceed as follows:

Register in SBB Ticket Shop with your user name and password.Under "My account", "For business customers: VAT receipt", you can activate the field "Please send me a quarterly VAT receipt for purchases made in the Ticket Shop".
Complete the compulsory fields and save the details.

  

Downloading and printing OnlineTickets.

I am having problems downloading. What can I do?

If you are unable to print your OnlineTicket via the download link shown at the SBB Ticket Shop, you can do so by clicking on the link in the confirmation e-mail, and then print out your ticket once you have downloaded it.
If you do not receive an e-mail after following this link, check that you have entered your e-mail address correctly and that the confirmation mail has not been sent to your spam folder.

Once you have logged into the SBB Ticket Shop, you will find the “My orders” under "My account". Select the OnlineTicket required. You can view your order and print it out at any time.

Why is the OnlineTicket not displayed once it’s downloaded?

In order to view and print your OnlineTicket you will need a PDF reader. Adobe Reader is available to download free of charge.

Why do I only see characters/symbols or a blank window?

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 computer can open PDF files using your PDF reader. If you do not have a PDF reader, you can download Adobe Reader free of charge.

Please also check here, that your computer meets all technical requirements.

Can I use the purchase confirmation e-mail as a ticket?

Under no circumstances can the confirmation e-mail be used as a replacement for an OnlineTicket. This is for your records and serves as confirmation of a successful purchase.

Only the printed OnlineTicket serves as a valid ticket, which you may either print out by logging into the customer account or via the link in the confirmation e-mail.

What do I need to remember when printing my OnlineTicket?

You must show the A4 printout of your OnlineTicket to staff checking tickets. The e-mail confirmation sent by SBB is not valid as a ticket.

Please use only a laser or inkjet printer to print out OnlineTickets (do not print in ink-saving/economy mode). OnlineTickets printed via fax or other devices are not recognised as valid.

You must print out OnlineTickets in 100% format (not scaled) on blank, white A4 paper and in portrait. You must not change the font size. The advertising in the lower third of the OnlineTicket may be detached. The (12 digit) OT-number in the top right corner of your Online Ticket must be fully legible. Smudged or incomplete printouts are not recognised as valid.

Please print out the OnlineTicket using the print function in the PDF reader.

I cannot print my OnlineTicket. What should I do?

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

If you can display 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 make sure you click on the “Print” icon in the PDF reader and not on your Internet browser.

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

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

  1. Open the OnlineTicket (log into the SBB Ticket Shop via our website. Here, you will find the “My Order” header under "My account". Select the OnlineTicket you require - you can then open it and print it out at any time). Alternatively, you can access your OnlineTicket by following the link in your confirmation e-mail. (You must follow these steps if you chose not to log in when purchasing your OnlineTicket).
  2. Once you have opened your OnlineTicket, save this to your computer.
  3. Open the saved version of the OnlineTicket, making sure 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.

For a fee of CHF 5 the OnlineTicket can also be printed out by SBB staff at the counter.

You can also have your OnlineTicket sent to you via MMS on your mobile phone. You can only receive the MMS ticket for selected routes.

  

Validity and refunds.

Which documents do I have to show to staff checking tickets?

The OnlineTicket is only valid in conjunction with an official ID in the name of the passenger (passport or identity card). For holders of the Half-Fare travelcard or GA travelcard it is sufficient to show the travelcard.

How long is an OnlineTicket valid?

The OnlineTicket is valid per journey for that calendar day specified at the time of purchase. Subsequent changes or exchanges are usually not possible. A return journey within 10 days may only be selected for tickets with a distance of more than 116 km. For shorter routes, the outward and return journeys must be booked separately if these are not made on the same day.

Additional conditions for Swiss tickets:

  • Please note that fare network tickets may be time-dependent.
  • OnlineTickets cannot usually be purchased more than 30 days before travelling.
  • The return journey must take place no later then 10 days after the outward leg.

Are OnlineTickets transferable?

No. OnlineTickets are personal and non-transferable. When tickets are checked you must therefore show a personal identity document (passport or ID card). For holders of the Half-Fare travelcard or GA travelcard, it is sufficient to show the travelcard.

Can OnlineTickets be refunded?

E-Tickets can only be refunded in the following cases:

  • On international services: The conditions and principles governing the refund or exchange of OnlineTickets for international services can be found in the individual conditions of the offers in question which are available online.
  • Proven inability to travel (illness, accident or death)
  • No seats available in 1st class (endorsed by train staff)
  • Where the passenger has forgotten their GA travelcard, Half-Fare travelcard or point-to-point travelpass*
  • Multiple purchase of E-Tickets (travel date, route and passenger – surname, first name and date of birth – are identical)
  • 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.
  • Where you have purchased a 1-day travelpass without a Half-Fare travelcard or an OnlineTicket / MobileTicket at the full rather than reduced price.
  • When you subsequently buy a personal travelcard for a minimum of 12 months.
  • When you make a reconnaissance trip as part of a group journey.

If you have purchased an OnlineTicket and not used it because of one of the conditions above, please complete the application for a refund online. An administration fee is charged for refunds.

* Please also state your customer number or the Basic Card no. of the travelcard you forgot.

I have forgotten my OnlineTicket. What should I do?

If you are unable to show the OnlineTicket to the checking staff, e.g. because you have left it at home, we recommend that you purchase a ticket at the ticket machines or at the counter before the train departs. The unused OnlineTicket can then be refunded.
In such cases, complete the application for a refund online. A processing fee is charged for refunds.

You may also print out your OnlineTicket at the station for a fee of CHF 5.

If you are unable to show the checking staff a valid OnlineTicket, you must purchase another ticket. In such cases, a supplement for passengers travelling without a valid ticket is normally charged.

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

(e.g. laptop)?

The transport companies cannot guarantee that OnlineTickets can be checked effectively on every electronic device (e.g. laptop). For this reason it is compulsory to show OnlineTickets as an A4 print-out.

   

Data protection.

What happens to the personal data I have submitted?

All data are sent using SSL encryption and are only used for issuing and sending tickets. You will find further information in the SBB data protection declaration.

Why do I have to give my postal address when registering?

These details are used to check entitlement to purchase tickets, as most offers are only available to people with a permanent address in Switzerland, Liechtenstein or the EU. All information will be treated confidentially.

  

Support.

Whom should I contact if there are problems?

Should your query not be addressed under FAQs, we will be pleased to assist you further.
Contact form (it is not necessary to register)
Ticket Shop Hotline on 0848 222 722 (Mondays to Fridays from 10.00 a.m. to 6.00 p.m., local call charges apply)

                                                                                                                                                                                                                                                                                                                                                                                                                                          














                                                                                                                                                                                                                                                                                                                                                                                                                                          














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