In the event of a delay, will I receive additional compensatory services whilst on the train itself?

To the extent that it is available at the station or on the vehicle, or can be delivered, you will be provided with meals and beverages in proportion to your waiting time.

How much compensation can I receive?

For delays of 60 minutes or more, you will receive 25% of the ticket price in compensation. For TGV connections, this applies to delays of 30 minutes or more. For delays of 120 minutes or more, you will receive 50% of the ticket price in compensation. This also applies to TGV connections. Specifically for TGV connections: for delays of 180 minutes or more, you will receive 75% of the ticket price in compensation. You always apply for compensation with the railway company from which you purchased the ticket.

By when do I need to submit my claim for compensation?

You can submit your claim for compensation up to 90 days after your journey.

Is there a minimum amount for compensation?

Please note that compensation amounts of less than CHF 5 will not be paid out.

What compensation conditions apply to travel with Interrail/Eurail?

Special compensation conditions apply to pass offers from Interrail, Eurail, etc. Go to Interrail compensation conditions Link opens in new window. Go to Eurail compensation conditionsLink opens in new window.

Who processes claims concerning quality shortfalls?

Applications are processed by the rail company that sold the tickets or on whose service the problem arose (contact). The rail company in question must pay compensation first: only then can payment be made to the customer.

Information

Strike in Germany: From 26 to 28 March, many trains to and from Germany will be cancelled. Travelling on 27 March 2023 is strongly discouraged. The online timetable is not adjusted. More information

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Compensation for delays.

Q: How do I get my compensation?

If you are entitled to compensation, please complete the claim form online. Please note: you cannot receive compensation from SBB Travel Centres. Link to claim formLink opens in new window. Link to accessible claim formLink opens in new window.

On this page, we answer the question of what compensation you are entitled to in the event of a delay in Switzerland and Europe. Passenger rights provide the legal foundations for this.

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This is how you can contact us – we are there to help you.

Delays in Switzerland: national passenger rights.

Single tickets.

For a delay of 60 minutes or more, you will receive 25% of the ticket price in compensation.
For a delay of 120 minutes or more, you will receive 50% of the ticket price in compensation.
Compensation amounts of under CHF 5 are not paid out.

Travelcards.

For a delay of 60 minutes or more, you will receive the pro rata daily value of your travelcard or at least CHF 5 in compensation.

Claim form.

If you are entitled to compensation, please complete the online claim form no later than 30 days after your journey. Please note: you cannot receive compensation from SBB Travel Centres.

Link to claim formLink opens in new window.
Link to accessible claim formLink opens in new window.

Before departure:

If your journey can no longer fulfil your purpose for travelling due to a delay or cancellation, you do not have to undertake the journey and can have the price of your ticket refunded.

Refund your ticket

On the move:

If your journey can no longer fulfil your purpose for travelling due to a delay or cancellation, you may put a stop to your journey, return free of charge on the next suitable connection and receive a refund for the cost of the ticket.

If you are unable to reach your destination on the same day due to a cancellation or a delay, you are entitled to overnight accommodation (including breakfast) as well as transport from the station to the hotel and back.

The maximum amount for an overnight stay including breakfast is CHF 200. If a taxi journey makes more sense, this will also be permitted up to a maximum sum of CHF 200. Compensation will only be paid out in exchange for original receipts. If you are affected, you must speak to the train crew or supervisory staff at the station. If you realise early that you will miss your last connection (the last connection may be in the early evening in some locations), you can also speak to staff at the station counter. They will help you to find a taxi or a hotel and can also give you a voucher, which you can then use for the hotel or the taxi.

Equally, shared taxis can be organised in the event of larger incidents.

SBB is obliged to take passengers to their destination (final destination on the ticket) on the same day – even if they have to change trains several times or take a diversion. However, The Swiss Federal Law on Public Transport contains no provisions with regard to compensation for missing flight connections, theatrical performances, concerts, examinations and the like, or for loss of working hours.

More information on the legal principles

Delays when travelling to Europe: international passenger rights.

For delays of 60 minutes or more, you will receive 25% of the ticket price in compensation. For TGV connections, this applies to delays of 30 minutes or more.
For delays of 120 minutes or more, you will receive 50% of the ticket price in compensation. This also applies to TGV connections.
Specifically for TGV connections: for delays of 180 minutes or more, you will receive 75% of the ticket price in compensation.
You always apply for compensation with the railway company from which you purchased the ticket.

International ticket purchased from SBB.

If you purchased your international ticket from SBB and are entitled to compensation due to a delay, please submit the form below.

Link to the claim form

Ticket purchased from another railway company or a travel agency.

In this case, you are not entitled to compensation from SBB.

Always submit your request for compensation to the railway company or travel agency you purchased the ticket from.

Link to the list of contact persons of customer service departments responsible for the international trafficLink opens in new window.

Compensation for additional costs such as these shall be provided by the railway where the costs were incurred, irrespective of whether the delay was caused by another railway undertaking. The legal foundation is the national passenger transport law of the paying company.

Go to the passenger transport law

You always apply for compensation with the railway company from which you purchased the ticket. Every railway company is obliged to process any claims concerning tickets it has sold.

All other claims will be forwarded to the office responsible upon receipt. The same applies if the tickets were purchased through a travel agency. The travel agency is responsible for processing the claims.

You have a right to make one compensation claim per transport contract (each ticket is a transport contract). As soon as you reach the destination station on your ticket with a delay of 60 minutes or more, you are entitled to compensation.

It does not matter which train or which rail transport company caused the delay. The prerequisite for this is that you have a ticket for the route you travelled on.

Every ticket sold individually is a transport contract. If customers arrive late at their final destination, they receive compensation of a percentage of the fare for that ticket (transport contract).

Example: Berne to London via Paris.

This journey involves two tickets: Berne to Paris and Paris to London. It therefore gives rise to two transport contracts. If the TGV from Berne to Paris is delayed, customers receive compensation for that section of the journey. The same applies to the section between Paris and London.

Example: Sierre to Luxembourg.

If a single ticket is sold for this connection, it is the arrival time in Luxembourg that matters. The customer is entitled to compensation if he reaches his final destination, Luxembourg, at least 60 minutes late.

Compensation is payable for quality shortfalls, depending on their nature. Where quality shortfalls arise it is essential to obtain confirmation of this from rail staff. No subsequent investigation can be conducted without it, and compensation may be refused in such cases.

Quality shortfalls may be, for example, defective heating or air conditioning in a night train or lack of seats despite reservation.

Legal foundations.

Here you can find an overview of the most important laws and regulations which underlie national and international passenger rights.

For Switzerland.

For Europe.

Uniform Rules concerning the Contract for International Carriage of Passengers by Rail (CIV)Link opens in new window.
General Conditions of Carriage for Rail Passengers (GCC-CIV/PRR) (PDF, 240 KB)Link opens in new window. (PDF, 240 KB)This document is not barrier-free.
SBB Special Conditions of Carriage for International Travel (BBB-SBB)

Questions from the Community.

Link opens in new window.

Author role: Neues Mitglied

Published: vor einer Woche

0 Likes

Compensation Form Error

Hi SBB team,I am highly disappointed with the refund service of SBB for an international travel ticket bought at Adliswil ticket counter for Germany (Schweinfurt) where the IC 283 train got cancelled last minute which was my connecting train from Stuttgart to Zurich HB. I had to wait at the station for 1 hour and further got delayed to reach back home. The same situation happened while traveling from Adliswil Bahnof to Schweinfurt and I missed my connecting train due to a delay of the RE train. It was very frustrating to have this kind of experience and there is hardly any remorse from the DB team and SBB team even after visiting your main office and waiting in the queue to make a complaint. The worst part is that you have provided me with a link in your mail to claim compensation which is not working and has an error "Page Not Found' being displayed.I further tried to log in with my swiss ID to fill the online compensation form and conveniently your link throws an error for international passenger rights.PLS suggest the next steps to claim the compensation for delay and distress this situation has caused to me. I look for the prompt support and response from SBB to make my complaint heard and answered. Awaiting your response.

Link opens in new window.

Author role: Reisende/r (Gold)

Published: vor einer Woche

1 Likes

Hi @NainaLink opens in new window. Please note that this forum from travellers to travellers, so I do not speak in the name of SBB.First of all: Delays are disappointing for everyone. I hope you came back home safely.At the moment, malware and phishing e-mails going around with fake SBB sender addresses, see https://www.sbb.ch/en/meta/legallines/warnung-malware-phishing.html. So it could be, that the link you received was not from SBB, but from criminal people.For compensation concerning a delay, please wisit this official site: https://www.sbb.ch/en/help-and-contact/refunds-compensation/refunds-compensation/compensation-for-delays.htmlLG, uebe

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Author role: Neuer Autor

Published: vor 3 Wochen

0 Likes

Travel compensation of swiss travel pass

I was having a train ride from Bern to Luzern on the day of 19 Feb 2022.
I got on the direct train (IC15) at 16:00, and supposed to be arrival on 17:01.
Due to an interruption on the track, I was stopped at Dagmersellen and need to make a detour back to Olten and circle around through Lenzburg and Rotkreuz to Luzern and took me at last arrive Luzern at 18:45.

My questions are:

(1) Can I get compensation too as an international tourist if I have a Swiss Travel Pass?
(2) I don't have a IBAN number for the compensation (as my country are using SWIFT codes). Can I use my friend's account to get the compensation?

Please assist me and help. Thank you veyr much.

Link opens in new window.

Author role: Pendler/in (Gold)

Published: vor 3 Wochen

0 Likes

Hello @ktmcguyLink opens in new window. 1) YES2) YESFor the compensation form, use: SwissPass - Compensation for delayLink opens in new window.Best regards,
Roland

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Author role: Neuer Autor

Published: 05.03.2022

0 Likes

E-mail address for compensation for delayed train in Europe

To which email address should I send my compensation request form for (international) delayed trains?

Link opens in new window.

Author role: Reisende/r (Platin)

Published: 07.03.2022

0 Likes

Hello @framaLink opens in new window. There is no e-mail address. The only way is to fill out the form above. Our specialists will contact you as soon as possible. I wish you a nice day.

Kind regards,
LauraV

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Service links

Information

Compensation for delays.

Delays in Switzerland: national passenger rights.

Single tickets.

Travelcards.

Claim form.

Before departure:

On the move:

Delays when travelling to Europe: international passenger rights.

International ticket purchased from SBB.

Ticket purchased from another railway company or a travel agency.

Example: Berne to London via Paris.

Example: Sierre to Luxembourg.

Legal foundations.

For Switzerland.

For Europe.

Questions from the Community.

Compensation Form Error

Travel compensation of swiss travel pass

E-mail address for compensation for delayed train in Europe

Helpful?

Want to get in touch with us?

Apply for compensation.

SBB Community.

Similar topics.

Refund on tickets in Switzerland

Overview of my ticket purchases

My travelcards on the SwissPass

EasyRide invoices

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Information

Compensation for delays.

Delays in Switzerland: national passenger rights.

How much compensation can I receive?

How do I get my compensation?

What entitlement do I have if my planned trip becomes untenable due to the delay?

What entitlement do I have if I have missed the last train connection due to a cancellation or delay and can no longer reach my destination on the same day?

Am I entitled to compensation if I suffer consequential damage (such as missing a flight or a concert) due to a cancellation or delay?

In the event of a delay, will I receive additional compensatory services whilst on the train itself?

Delays when travelling to Europe: international passenger rights.

How much compensation can I receive?

How do I get my compensation?

By when do I need to submit my claim for compensation?

Is there a minimum amount for compensation?

I had to take a taxi abroad or stay in a hotel because of a delay or a missed connection. Who should pay?

Which railway company should I submit my claim for compensation to?

Which route will I receive compensation for?

What is a transport contract?

What compensation conditions apply to travel with Interrail/Eurail?

There were quality shortfalls during my journey. Will I receive any compensation?

Who processes claims concerning quality shortfalls?

Legal foundations.

For Switzerland.

For Europe.

Questions from the Community.

Compensation Form Error

Travel compensation of swiss travel pass

E-mail address for compensation for delayed train in Europe

Helpful?

Want to get in touch with us?

Apply for compensation.

SBB Community.

Similar topics.

Refund on tickets in Switzerland

Overview of my ticket purchases

My travelcards on the SwissPass

EasyRide invoices