Which conditions and deadlines apply to the exchange or refund of international tickets?

Please note the following deadlines: International tickets can generally only be exchanged or refunded up to one day before the first day of validity. Some offers can only be exchanged/refunded before the departure of the train. Recommendation: one hour before departure of the train at the latest. However, the conditions vary depending on the offer booked and differ from country to country. Neither exchange nor refund are possible if you contact us AFTER the deadline indicated for your offer. Further information on the conditions for international tickets

What should I do if I want to exchange or refund tickets for my international journey?

Digital international tickets purchased on SBB.ch. Go to a staffed public transport point of sale or call the SBB Contact Center on 0848 44 66 88 (CHF 0.08/min.) up to one day before the first day of validity (or before the train departs if permitted by the offer). From abroad: +41 848 44 66 88 (CHF 0.08/min). As there may be waiting times at both staffed points of sale and when calling the SBB Contact Center, we recommend that you contact us as soon as possible (see questionLink opens in new window.). Find railway station International journeys purchased at the station (or tickets printed on security paper). Please go to a staffed public transport point of sale one day before the first day of validity of your journey at the latest (or before the train departs if permitted by the offer). As you may experience waiting times at staffed points of sale, we advise that you come to the counter as early as possible. If you are already abroad, get confirmation that the original ticket has not been used before the first day of validity/before the train’s departure at the local ticket counter (date, time, stamp of the railway station required). Be aware of the possible waiting times at the station. Please then contact a staffed ticket counter in Switzerland upon your return. Find railway station International saver offers with no exchange/refund option. International saver offers cannot be exchanged or refunded – even in exceptional situations such as illness or accident. These conditions are set by the respective railway companies and cannot be changed by SBB. Please contact your private travel or cancellation cost insurance to request that your costs be covered if you need to rebook or cancel the journey. Important notes. The detailed terms/conditions for international travel can be found on the ticket or in the supplementary travel details (for digital tickets). Your request cannot be made in writing or using a form. Since seats must always be released before the booked train departs, refunds for international journeys can only be made by telephone or in person at a staffed public transport point of sale. Any refund requests submitted in writing or via the national refund form will be processed based on the time of handling rather than the time of receipt. If this time is after the departure of the train, there is no right to a refund. Please note that the time between receipt and handling can be several days. More information on the conditions of international tickets

Help with the refund of international tickets.

Answers to your questions on refunding international tickets for rail travel abroad.

International tickets for Europe.

Please note the following deadlines:

International tickets can generally only be exchanged or refunded up to one day before the first day of validity.
Some offers can only be exchanged/refunded before the departure of the train. Recommendation: one hour before departure of the train at the latest.
However, the conditions vary depending on the offer booked and differ from country to country.
Neither exchange nor refund are possible if you contact us AFTER the deadline indicated for your offer.

Further information on the conditions for international tickets

Digital international tickets purchased on SBB.ch.

Go to a staffed public transport point of sale or call the SBB Contact Center on 0848 44 66 88 (CHF 0.08/min.) up to one day before the first day of validity (or before the train departs if permitted by the offer). From abroad: +41 848 44 66 88 (CHF 0.08/min).
As there may be waiting times at both staffed points of sale and when calling the SBB Contact Center, we recommend that you contact us as soon as possible (see questionLink opens in new window.).

Find railway station

International journeys purchased at the station (or tickets printed on security paper).

Please go to a staffed public transport point of sale one day before the first day of validity of your journey at the latest (or before the train departs if permitted by the offer).
As you may experience waiting times at staffed points of sale, we advise that you come to the counter as early as possible.
If you are already abroad, get confirmation that the original ticket has not been used before the first day of validity/before the train’s departure at the local ticket counter (date, time, stamp of the railway station required). Be aware of the possible waiting times at the station.
Please then contact a staffed ticket counter in Switzerland upon your return.

Find railway station

International saver offers with no exchange/refund option.

International saver offers cannot be exchanged or refunded – even in exceptional situations such as illness or accident. These conditions are set by the respective railway companies and cannot be changed by SBB.
Please contact your private travel or cancellation cost insurance to request that your costs be covered if you need to rebook or cancel the journey.

Important notes.

The detailed terms/conditions for international travel can be found on the ticket or in the supplementary travel details (for digital tickets).
Your request cannot be made in writing or using a form.
Since seats must always be released before the booked train departs, refunds for international journeys can only be made by telephone or in person at a staffed public transport point of sale.
Any refund requests submitted in writing or via the national refund form will be processed based on the time of handling rather than the time of receipt. If this time is after the departure of the train, there is no right to a refund. Please note that the time between receipt and handling can be several days.

More information on the conditions of international tickets

Questions from the Community.

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Author role: Neues Mitglied

Published: vor 2 Wochen

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Unable to use phone call to ask for refund

Hello, I am traveling through Europe and I'm using a data-only cell phone plan. I am unable to contact the help center for assistance with refunds. Is there an email address I can use for contact?I accidentally purchased a supersaver ticket on a guest account for the wrong day. I immediately purchased the correct ticket using a logged-in account. Is it possible to get a refund for the incorrect purchase? Thank you for the help, and sorry about the inconvenience.Alex Hoffman

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Author role: Moderator

Published: vor 2 Wochen

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Hello @AlexHoffmanLink opens in new window. , Thank you for your request. Please contact us in such a case via phone when you call from abroad the following number: +41 51 225 78 00. So that we can clarify if your ticket is refundable or not if it is an international ticket i.e. from Switzerland to abroad or vice versa or if the trip takes place only abroad.
More infos for refund international tickets: Refund of international tickets | SBB help & contact
If it is a ticket for a trip within Switzerland then please use the following form: Refund on tickets in Switzerland | SBB help & contact Have a nice day
Kind regards MelanieD

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Author role: Neuer Autor

Published: vor 3 Wochen

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Refund Inquiry

I booked a train ticket(saver day pass, supersaver ticket) in advance for my trip in July.
I was planning to travel to Switzerland with my mother.
But recently my mother was diagnosed with cancer.
So I have to cancel my trip for my mom's surgery.
Refund may not be possible, but it was an inevitable choice.Is there any way to get a refund?I sent an email to ticketshop@sbb.ch, but there is no response.Where should I ask?

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Author role: Moderator

Published: vor 3 Wochen

1 Likes

Hello @baconchipsLink opens in new window. If you have bought a ticket with an account this is the way to ask for an refund: Open the Orders section in your profile Click on the ticket you would like to have refunded. Click on the “Refund” button to switch to the refund overview. The details can be checked again at this point. Click on “Refund” to issue the refund If you have bought it as a guest then you can do the refund on the following link: Refund of tickets purchased online and via mobile | SBB help & contact We can refund saver tickets in the following exceptional cases. Identical tickets purchased as duplicates. The connection booked with the supersaver ticket cannot be provided. For a refund to be made, a new ticket at the standard fare for the same day, identical route and class must be held. Ticket for wrong customer group (Day Pass/supersaver ticket/saver class upgrade without Half Fare Travelcard or full fare instead of reduced fare). For a refund to be made, a new ticket must be held for the right customer group. Proven inability to travel (illness, accident, death) Wishing you all the best. Greetings, Aurora

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Author role: Neues Mitglied

Published: vor 3 Wochen

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Unable to cancel the Super-saver ticket

Hi,I booked a super saver ticket from sbb.ch website but immediately I realised that the dates were wrong and I wanted to cancel the ticket. However, I was unable to find the ticket under the My Order page. The refund policy states that the Supersaver tickets should be cancelled within 30 mins of booking. I tried every possible way but was unable to find the ticket details and was unable to cancel on time. I would like to get the ticket cancelled and receive a refund.

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Author role: Moderator

Published: vor 3 Wochen

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Hello @ShouvanikLink opens in new window. If you have bought it without a login you won't find it. Please contact our customer service for an refund request 0848 44 66 88 (CHF 0.08/Min. Greetings, AuroraD.

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Help with the refund of international tickets.

International tickets for Europe.

Please note the following deadlines:

International journeys purchased at the station (or tickets printed on security paper).

International saver offers with no exchange/refund option.

Important notes.

Questions from the Community.

Unable to use phone call to ask for refund

Refund Inquiry

Unable to cancel the Super-saver ticket

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SBB Contact Center.

SBB Community.

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