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.

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.

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.

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.

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.

In most cases, each individual ticket sold is a transport contract. If you are delayed in reaching the final destination shown on your ticket, you can receive as compensation a percentage amount of the price paid for the ticket or transport contract. 

If you have several transport contracts, compensation can only be claimed on the transport contract for which the delay occurred.

Example: Geneva–London via Paris.

There are two tickets for this connection: Geneva–Paris and Paris–London. Both tickets constitute separate transport contracts.

Example: Zürich HB–Lübeck Hbf via Basel SBB, Frankfurt (Main) and Hanover.

In the majority of cases, this route can be sold as one continuous ticket (i.e. one end-to-end transport contract), even if you have to change trains several times. 

Example: Lucerne–Venice via Arth-Goldau.

If you purchase this journey from SBB in one single transaction, you will be sold two tickets. However, this is still one continuous transport contract. The connecting ticket from Lucerne to Arth-Goldau is sold to you without VAT and therefore constitutes a continuous transport contract in combination with the EC ticket from Arth-Goldau to Venice. 

Example: Bern–Milan.

You take the direct EuroCity service from Bern to Milan. You travel to the border station of Domodossola using your GA Travelcard and from Domodossola onwards, you purchase a new ticket via trenitalia.com. You therefore have two national transport contracts and the national passenger rights of the respective railways apply. 

• For delays of 60 minutes or more, you will receive 25% of the transport contract price as 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 transport contract price as compensation. This also applies to TGV connections.
• You must submit your compensation claim via the railway company from which you purchased your tickets.

You are entitled to one compensation claim per transport contract. Once you reach the destination station shown on your transport contract with a delay of at least 60 minutes (30 minutes for TGV), you are entitled to compensation. 

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

Example: Geneva–London via Paris.

Two tickets -> two transport contracts.

Your TGV Lyria train from Geneva arrives at Paris Gare de Lyon with a delay of 35 minutes. This means that you will miss your connection on the Eurostar to London. Eurostar in Paris Gare du Nord rebooks you on the next possible connection and you arrive in London with an overall delay of 150 minutes. You are entitled to 25% compensation on the Geneva–Paris transport contract. 

Example: Zürich HB–Lübeck Hbf via Basel SBB, Frankfurt (Main) and Hanover.

One ticket -> one transport contract.

You miss your connecting train from Hanover to Hamburg and arrive in Hamburg delayed by 62 minutes. You are entitled to 25% compensation for the Zürich HB–Lübeck transport contract.

Example: Lucerne–Venice via Arth-Goldau.

Two tickets -> one transport contract.

For the journey from Lucerne to Venice, you purchased a connecting ticket without VAT and an EC ticket in one purchase transaction with SBB. Your EC train has now been diverted via Bologna and you arrive in Venice with a delay of 125 minutes. You are entitled to 50% compensation for the Lucerne–Arth-Goldau–Venice transport contract.

Example: Bern–Milan.

Two tickets -> two transport contracts.

You take the direct EuroCity service from Bern to Milan. You travel to the border station of Domodossola using a GA Travelcard and from Domodossola onwards, you purchase a new ticket via trenitalia.com. The EC train arrives in Milan delayed by 45 minutes. You are not entitled to compensation under international passenger rights.

International ticket purchased from SBB.

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

Ticket purchased from another railway company or from a travel agency.

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

You should always submit your request for compensation to the railway company or the (online) travel agency from which you purchased the ticket.

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

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

The railway company with whom the costs were incurred will reimburse any such additional costs, even if the delay was caused by another railway company.

However, whether you missed the last train of the day while travelling on a continuous transport contract or between different transport contracts is relevant.

Here’s a tip for your next trip. Purchase your cancellation costs insurance the same day as your ticket – either separately online as an additional service or at a staffed ticket counter.

Example of one transport contract.

You purchased a train journey for the route Lausanne–Zürich HB–Salzburg–Vienna from SBB. A continuous ticket was issued. This means that you have one single transport contract. The train is delayed in Salzburg and you miss the last connection of the day to Vienna. You are entitled to stay overnight in a hotel. ÖBB will cover the cost since you are stranded in Austria. However, the compensation for the delay will be paid out by SBB.

Example of several transport contracts.

You purchased a train journey for the route Basel–Milan–Rome from SBB. Two tickets were issued. This means that you have multiple transport contracts. The train is delayed in Milan and you miss the last connection of the day to Rome. Because you missed the connection between two separate transport contracts, you are not entitled to a free night in a hotel. You have to pay for the overnight stay yourself. However, the compensation for the delay will be paid out by SBB. Furthermore, Trenitalia will book you on the earliest possible connection with available seats the following day.

Example in the case of a strike.

You purchased a journey from Lugano to Amsterdam via Basel and Frankfurt with SBB and you have a continuous transport contract. Unfortunately, there is a strike abroad and you end up stranded in Frankfurt am Main. Deutsche Bahn will only pay for your hotel accommodation if you were not informed about the strike in advance (e.g. via public media sources).

Example: Chur–Bellinzona–Milan–Rome.

You booked a journey with SBB for the route from Chur via Bellinzona (by Postbus) to Milan (on a EuroCity). You also purchased a journey from Milan to Rome on the Frecciarossa through a third-party provider. 

If the Eurocity train arrives late in Milan and you miss your connecting Frecciarossa train to Rome as a result, the ‘Agreement concerning Journey Continuation in respect of International Passenger Traffic by Rail (AJC)’ applies.

16 European rail operators have signed this agreement. It allows international passengers to take the next available train at no extra cost if they miss their connecting train.

Trenitalia has signed this agreement. Because you missed your Frecciarossa connection due to the delay with the EC train, Trenitalia will book you onto the next available Frecciarossa train at no extra cost.  

It is important that you present a certificate of delay (entitling you to take the next train) to the Trenitalia staff at the counter in Milan. You can obtain this certificate either directly from the train crew on the delayed train or at a Trenitalia customer service desk in Milan. The procedure is the same for all operators who have joined the agreement.

You are not entitled to reimbursement for hotel accommodation costs or onward travel by taxi.

Here’s a tip for your next trip. Purchase your cancellation costs insurance the same day as your ticket – either separately online as an additional service or at a staffed ticket counter.

Special compensation conditions apply to pass offers from Interrail, Eurail, etc.

Go to the Eurail compensation conditionsLink opens in new window.
Go to the Interrail compensation conditionsLink opens in new window.

You have the same rights and entitlement to compensation that apply in the event of a delay or cancellation of a train.

Depending on the nature of the problem, you are entitled to compensation for unsatisfactory quality. Confirmation from the railway staff is always key when establishing unsatisfactory quality. It is not possible to carry out a subsequent investigation without this confirmation and compensation may be refused in such cases.

Unsatisfactory quality may include broken heating or air conditioning on a night train, for example, or a lack of available seats despite having purchased a reservation.

These applications are processed and settled by the railway undertaking which sold the tickets or with whom the problem arose. However, the railway undertaking with whom the poor quality was experienced must first approve the compensation. Only then can a payment be made to you.