How can I get a refund for the ticket I bought in the app while logged in?

Here's how it works: Navigate to the tab ‘Tickets & Travelcards’. Make sure the toggle is over ‘Valid’ Select the ticket you would like to have refunded. Click top-right on the circle with three dots and select ‘Refund ticket’. Check the settings and have the ticket refunded.

How can I get a refund for the ticket I bought online while logged in?

Here's how it works: 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. To my profile

How can I get a refund for tickets purchased at an SBB ticket machine or an SBB ticket counter?

You can only get refunds for tickets purchased at the counter or ticket machine at a staffed station.

Can I return / obtain a refund on supersaver tickets, Saver Day Passes and Supersaver Class Upgrades?

Yes, but only within 30 minutes of purchase with login. Purchase with login. Conditions for getting refunds by yourself: You purchased the saver offer with login. You must obtain a refund of the saver offer you bought within 30 minutes of purchase yourself via SBB.ch or SBB Mobile/SBB Preview. Saver offers can only be refunded after the 30-minute deadline in exceptional cases. See next question. Purchase as a guest (without login). When buying tickets as a guest, there is no option for a free refund within 30 minutes of purchase. Saver offers purchased without login can only be refunded in exceptional cases. See next question.

What are the conditions for refunds of supersaver tickets, Saver Day Passes and Supersaver Class Upgrades?

You obtain the free refund yourself within 30 minutes of the purchase made using a login (see question). You would like to claim a refund more than 30 minutes after purchase. From 30 minutes after purchase, you can have national supersaver offers refunded/exchanged only in the following exceptional cases and for a deductible of CHF 10: 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). More information on the special conditions for supersaver tickets (Tarif 600.9, chapter 8)Link opens in new window. (only in German, French and Italian) Go to the refund form

What fees apply for refunds of supersaver tickets, Saver Day Passes and Saver Class Upgrades?

Free of charge, provided you obtain the refund yourself within 30 minutes of the purchase made using a login ( see question ). A CHF 10 fee, if you claim a refund any later than this (provided the conditions are fulfilled) ( see question ). A fee of CHF 10 is retained for each claim. However, you can have several tickets refunded per claim. More information on fees (T600.9, section 1.4 Deductible) Link opens in new window.

In what cases can supersaver tickets, Saver Day Passes and Saver Class Upgrades be exchanged or refunded without a fee?

When you obtain the refund yourself. When you obtain a refund for the supersaver offer yourself within 30 minutes of the purchase made using a login ( see question ). When a travelcard has been bought. If a passenger subsequently purchases a GA Travelcard or a point-to-point Travelcard in their own name, supersaver tickets and Saver Day Passes are refunded without incurring a fee. The name on the electronic ticket must match the one on the travelcard and each electronic ticket can only be shown once. A maximum of three tickets per person can be refunded. These rules also apply to standard-fare tickets. More information on fees (T600.9, section 1.4 Deductible) Link opens in new window.

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

Link opens in new window.

Help with refunds on tickets in Switzerland.

All you need to know about refunds for unused or partially used tickets bought on SBB.ch or in the SBB Mobile app. Tickets purchased at the ticket counter or ticket machine can only be refunded at a staffed station.

Tickets purchased via SBB Mobile.

National tickets which you purchased at the standard price while logged into the SBB Mobile app can be refunded or exchanged for free BEFORE the start of validity.

National saver products (supersaver tickets, Saver Day Passes, Supersaver Class Upgrades) you purchased in the SBB Mobile app while logged in can be refunded/exchanged free of charge within 30 minutes of the time of purchase.

Important: A refund after the start of validity is only possible if proof of non-use can be provided. A fee of CHF 10 will be retained for each claim (in line with T600.9, section 1.4Link opens in new window.) (in German, French and Italian only)

Did you buy your ticket as a guest as you don’t have a profile? Then use the refund form to claim a refund for your ticket.

Please note that the free refund option is not available for purchases made as a guest. This applies to refunds before the start of validity (for tickets purchased at the standard price) and up to 30 minutes after purchase in the case of saver offers.

Tip: Log in when buying your next ticket to benefit from the free refund.

Go to the refund form

Tickets purchased on SBB.ch.

National tickets which you purchased at the standard price while logged on SBB.ch can be refunded or exchanged for free BEFORE the start of validity.

National saver products (supersaver tickets, Saver Day Passes, Supersaver Class Upgrades) you purchased on SBB.ch while logged in can be refunded/exchanged free of charge within 30 minutes of the time of purchase.

Here's how it works:

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.

To my profile

Did you buy your ticket as a guest as you don’t have a profile? Then use the refund form to claim a refund for your ticket.

Tip: Log in when buying your next ticket to benefit from the free refund.

Go to the refund form

Tickets purchased at an SBB ticket machine or an SBB ticket counter.

Supersaver tickets, Saver Day Passes and Supersaver Class Upgrades.

Yes, but only within 30 minutes of purchase with login.

Purchase with login.

Conditions for getting refunds by yourself:

You purchased the saver offer with login.
You must obtain a refund of the saver offer you bought within 30 minutes of purchase yourself via SBB.ch or SBB Mobile/SBB Preview.

Saver offers can only be refunded after the 30-minute deadline in exceptional cases. See next question.

Purchase as a guest (without login).

When buying tickets as a guest, there is no option for a free refund within 30 minutes of purchase.

Saver offers purchased without login can only be refunded in exceptional cases. See next question.

You obtain the free refund yourself within 30 minutes of the purchase made using a login (see question).
You would like to claim a refund more than 30 minutes after purchase.

From 30 minutes after purchase, you can have national supersaver offers refunded/exchanged only in the following exceptional cases and for a deductible of CHF 10:

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).

More information on the special conditions for supersaver tickets (Tarif 600.9, chapter 8)Link opens in new window. (only in German, French and Italian)
Go to the refund form

Free of charge, provided you obtain the refund yourself within 30 minutes of the purchase made using a login (see question).
A CHF 10 fee, if you claim a refund any later than this (provided the conditions are fulfilled) (see question).

A fee of CHF 10 is retained for each claim. However, you can have several tickets refunded per claim.

More information on fees (T600.9, section 1.4 Deductible) Link opens in new window.

When you obtain the refund yourself.

When you obtain a refund for the supersaver offer yourself within 30 minutes of the purchase made using a login (see question).

When a travelcard has been bought.

If a passenger subsequently purchases a GA Travelcard or a point-to-point Travelcard in their own name, supersaver tickets and Saver Day Passes are refunded without incurring a fee.
The name on the electronic ticket must match the one on the travelcard and each electronic ticket can only be shown once.
A maximum of three tickets per person can be refunded.
These rules also apply to standard-fare tickets.

More information on fees (T600.9, section 1.4 Deductible) Link opens in new window.

For delays or cancellations of the transport service linked to saver offer before departure.

If the purpose of your journey can no longer be fulfilled because of a delay or cancellation, do not start the journey and you can receive a refund of the ticket price. Only applies to the transport service relevant to the saver offer.

For delays or cancellations of the transport service linked to saver offer during the journey.

If the purpose of your journey can no longer be fulfilled because of a delay or cancellation, you may abandon the journey, travel back for free using the next suitable connection and receive a refund of the ticket price. Only applies to the transport service relevant to the saver offer. Please provide detailed information and add any confirmations from the railway under comments in the refund form.

For cancellations, rearrangement/postponement or delay of another transport service (flight, bus, etc.)

In the event of a cancellation, rearrangement/postponement or delay of another transport service, such as a flight, long-distance bus service etc., there is no entitlement to a refund or exchange of the saver offer. In these cases, contact the transport company responsible for the problem or your travel insurance company.

Questions from the Community.

Link opens in new window.

Author role: Neuer Autor

Published: vor einer Woche

0 Likes

Swiss Travel Pass Refund or Re-Issue

I purchased 2 Swiss travel passes for me and my wife for travelling dates between 11th April to 14th April 2020. Due to covid lockdown and restrictions on travel in respective countries, the holiday was cancelled at that time and the pass was not utilized / used. Now, i am planning to travel in May 2023 and need help on getting refund / re-issue of my Swiss travel pass. pls help

Link opens in new window.

Author role: Pendler/in (Gold)

Published: Samstag

0 Likes

Hello @singhb29Link opens in new window. In this case you should approach Rail Europe as they had obviously given you a wrong answer. Hopefully you have this statement in written form to make them pay for the wrong information. However, Rail Europe is not SBB, it's a travel agency.Honestly, I would have been very astonished if any SBB employee would have told you that an exchange after its validity is possible.I hope there will be a resolution of this issue and that you will visit us soon.Best regards,
Roland

View post in the Community Link opens in new window. Link opens in new window.
Link opens in new window.

Author role: Besucher

Published: vor einer Woche

0 Likes

Aithorized credit payment but cannot receive the ticket

Hi all,I purchased a saver day pass today for 19/May, I got the credit card authorized message (I believe the amount has been credited to my card), but I got an error messagr on app... I cannot find the order record on SBB.ch or app, also no confirmatoon email.May I know if anyone experienced this before? As i from overseas, I am so worried if I am actually not purchase the pass successfully, can I get the refund..

Link opens in new window.

Author role: Pendler/in (Gold)

Published: Montag

1 Likes

Hello @55wincyLink opens in new window. Kindly check your credit card account. It is very likely that the reserved amount has again been released.

If you have not received an e-mail, and you are certain to have correctly entered the e-mail address, and it did not end up in the Spam folder, the transaction failed.Transactions from Overseas often fail because people use credit cards which do not support the security standards for online shopping applicable in Europe. For a successful payment you should use a credit card that supports 3D security.Do you wish to buy the Swiss Travel Pass? Should the problem persist, my observations have revealed that the purchase process works better when the pass is bought with the Swiss Travel Centre. I cannot tell you why.https://switzerlandtravelcentre.com/en/che/ticket/swiss-travel-passLink opens in new window.The STC is a joint-venture of SBB and other Switzerland tourism companies. Passes bought with STC cannot be displayed in the SBB Mobile app.Best regards,
Roland

View post in the Community Link opens in new window. Link opens in new window.
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

View post in the Community Link opens in new window. Link opens in new window.

Go to the Community Link opens in new window. Link opens in new window.

Helpful?

Did we answer your question?

Go to SBB Customer Service

Select one of the options below

The instructions are incorrect.
I couldn’t find an answer to my question.
I couldn’t understand the instructions.
Another reason.

Want to get in touch with us?

SBB Contact Center.

Tel. 0848 44 66 88
(CHF 0.08/min.)
(available 24/7, sometimes you may be required to wait)

Call now Link opens in new window.
SBB Community.

Take advantage of the SBB Community’s expert knowledge to help you answer your queries and concerns about SBB and rail travel.

Go to the SBB Community Link opens in new window.

Navigate at sbb.ch

Service links

Information

Help with refunds on tickets in Switzerland.

Tickets purchased via SBB Mobile.

Tickets purchased on SBB.ch.

Tickets purchased at an SBB ticket machine or an SBB ticket counter.

Supersaver tickets, Saver Day Passes and Supersaver Class Upgrades.

Purchase with login.

Purchase as a guest (without login).

Exceptional cases.

When you obtain the refund yourself.

When a travelcard has been bought.

For delays or cancellations of the transport service linked to saver offer before departure.

For delays or cancellations of the transport service linked to saver offer during the journey.

For cancellations, rearrangement/postponement or delay of another transport service (flight, bus, etc.)

Questions from the Community.

Swiss Travel Pass Refund or Re-Issue

Aithorized credit payment but cannot receive the ticket

Compensation Form Error

Helpful?

Want to get in touch with us?

SBB Contact Center.

SBB Community.

Similar topics.

Overview of my ticket purchases

Invoices / receipts

Tickets for Switzerland

Compensation for delays

Footer

Help & Contact

Rail traffic information

Newsletter & Social Media

Company

SBB clock.

Timeless SBB design.

Disclaimer

In collaboration with

Navigate at sbb.ch

Information

Help with refunds on tickets in Switzerland.

Tickets purchased via SBB Mobile.

What refund conditions apply to purchases made via SBB Mobile?

How can I get a refund for the ticket I bought in the app while logged in?

How can I get a refund for national tickets purchased ‘as a guest’?

Tickets purchased on SBB.ch.

Which refund conditions apply to buying tickets via SBB.ch?

How can I get a refund for the ticket I bought online while logged in?

How can I get a refund for national tickets purchased ‘as a guest’?

Tickets purchased at an SBB ticket machine or an SBB ticket counter.

How can I get a refund for tickets purchased at an SBB ticket machine or an SBB ticket counter?

Supersaver tickets, Saver Day Passes and Supersaver Class Upgrades.

Can I return / obtain a refund on supersaver tickets, Saver Day Passes and Supersaver Class Upgrades?

What are the conditions for refunds of supersaver tickets, Saver Day Passes and Supersaver Class Upgrades?

What fees apply for refunds of supersaver tickets, Saver Day Passes and Saver Class Upgrades?

In what cases can supersaver tickets, Saver Day Passes and Saver Class Upgrades be exchanged or refunded without a fee?

What happens if I cannot or can only partially use my supersaver ticket because of a delay / cancellation?

Questions from the Community.

Swiss Travel Pass Refund or Re-Issue

Aithorized credit payment but cannot receive the ticket

Compensation Form Error

Helpful?

Want to get in touch with us?

SBB Contact Center.

SBB Community.

Similar topics.

Overview of my ticket purchases

Invoices / receipts

Tickets for Switzerland

Compensation for delays