This Privacy Policy applies to the processing of personal data by SBB within the scope of the Swiss Data Protection Act and the General Data Protection Regulation (GDPR) of the European Union.
It gives you the most important information you need to know: What data we process, for what purpose we need the data, how we protect them, what added value you gain from the data processing, and how you can object to it. If further privacy policies are used - for example, for apps - these will be listed.
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Protecting your personality and privacy is a major concern for us as public transport companies. We guarantee to you that we will process your personal data in accordance with the applicable provisions of data protection law. By adhering to the following principles, public transport companies give a clear signal that your data will be handled confidentially.
You decide yourself how your personal data are to be processed.
Where permitted by law, you can at any time object to data processing, withdraw your consent or require that your data be erased. You always have the option of travelling anonymously without your personal data being recorded.
We offer you added value by processing your data.
Public transport companies use your personal data to offer you added value throughout the mobility chain (e.g. bespoke offers and information, support or compensation in the event of disruption). Your data are therefore used only in relation to the development, provision, optimisation and assessment of our services or for customer support purposes.
Your data are not sold.
Your data are only disclosed to selected third parties specified in this Privacy Policy and only for the purposes specifically indicated. If we commission third parties to carry out data processing, they will be required to comply with our data protection standards.
We guarantee the security of your data and ensure that they are protected.
Public transport companies undertake to handle customer data with care and to guarantee their security and protection. We ensure this by adopting the necessary technical and organisational precautions.
You have the following rights with regard to your data. You can make use of them at any time.
Information about your stored personal data
Rectification, supplementation, blocking or erasure of your personal data (if due to legal storage obligations we can only erase your data at a later date, they will be blocked in the meantime)
Delete your customer account or have it deleted
Object to the use of your data for marketing purposes
Withdraw your consent for future data processing
Transmission of your data
You can send us your request for access to data or erasure of data via the web form.
In order to guarantee direct transport - as we are legally obliged to - we cooperate with other transport companies, public transport associations and companies that sell public transport products. Data is exchanged and stored in shared databases. This ensures that you can travel seamlessly with different transport companies and in different fare networks with one ticket.
Together with these companies and networks, we assume responsibility for the processing of your data.
There are clear legal regulations for the use of personal data, to which we refer again and again in this Privacy Policy. They refer to the applicable law in Switzerland and the EU General Data Protection Regulation (EU-GDPR).
The applicable law requires us to retain certain data concerning you. At the request of law enforcement or other authorities, we are required to disclose some of this data.
Example:
When connecting to SBB WiFi, we must retain and, if necessary, disclose connection and identification data in accordance with the Swiss Federal Act on the Surveillance of Postal and Telecommunications Traffic (BÜPF) and the associated ordinance (VÜPF).
The Federal Act on Combating Money Laundering and Terrorist Financing (Money Laundering Act, AMLA) requires us to retain customer and transaction data for a specific period of time.
If you have any questions regarding data protection, please contact our data protection advisors (this will be kept confidential).
Our data processing brings you advantages and makes travelling easier for you. Here you can discover how you can benefit from it.
Book tickets, make reservations or buy a subscription - for this we need basic information from you.
E.g.:
Your name and email address so that you can be issued a ticket online.
Your date of birth for discounts to which you are entitled (senior citizens' or children's tickets).
Your licence plate, so that we can reserve a parking space for you.
Certain data make our websites and apps more efficient to use. This makes things more convenient, especially when you are on the move.
E.g.:
Session cookies remember your purchases, allowing you to pay for all items at once.
For correct screen display, we need to know which device you are using.
Route suggestions and route guidance are calculated from the GPS data of your current location - provided you have given your consent.
If we store your preferences, you will be able to access services more quickly and use additional features. That is, of course, only if you do not refuse.
E.g.:
We use cookies to maintain your language preference on the website and in apps.
We will send you "push notifications" to inform you of delays or diversions. So you can react faster.
We are committed to improving our website and apps to make them even easier for you to use. To do this, we test existing and new applications - your feedback is needed for internal statistics and is of great assistance to us.
E.g.:
Your responses to online customer satisfaction surveys help us improve our services.
By evaluating the click behaviour on websites and in apps, we can adapt the user interface to your needs.
Support is important to us. Certain data can be used to send you information by telephone or email and to answer questions in live chat or forums.
Some data helps us to inform you about products and new services or to adapt advertisements on our websites to your interests. That is, of course, only if you do not refuse.
E.g.:
If we know your purchases such as single tickets or subscriptions, only relevant offers will land in your mailbox.
If you register with SBB Mobile, you will receive offers that match your travel habits.
The types of data we store and how they are used.
Data you give us.
This is data that you give us when you buy a ticket online, create a customer account, make enquiries or take part in surveys. We use this data
to identify and support you in case of concerns or difficulties
for ticket inspection
to prevent abuse
in order to contact you
in order to settle compensation claims
Data that we automatically store.
This is technical data that ensures the functionality of the web pages, improves services and usage and provides us with information about your usage behaviour. We use cookies and tracking tools for this purpose.
For cross-border journeys, we will notify you by e-mail or SMS about your upcoming journey and any delays or cancellations. You can unsubscribe from these notifications.
For group journeys, we will notify you via SMS about your group reservation and any delays or cancellations. When you book a group journey, you can decide whether you want to receive these notifications.
When checking in baggage, the bag must be labelled with name, address and mobile phone number. For online orders, we also need your e-mail address. We need this information so that the baggage can be identified in the event of loss and so that we can contact you about delivery or collection.
As far as the EU-GDPR applies, our legitimate interest and the contractual performance requirement form the legal basis for this processing of personal data.
The following information is recorded in connection with orders in the SBB Shop (for guest purchases or with SwissPass login):
Name and e-mail address of the purchaser
Address (billing and delivery address)
Telephone number
Product ordered
Reference number
Order date
Method of payment
Shipping costs
This information is also stored if the order is cancelled.
Insofar as the EU-GDPR applies, our legitimate interest and the fact that it is required for the performance of a contract constitutes the legal basis for the processing of these personal data.
Debit/credit cards.
When you pay by credit card, we forward your card details to your card issuer via our payment service provider (acquirer). This sending of data is solely for the purpose of authorization and transaction processing and takes place in encrypted form. If you decide to make a card payment, you will be asked to enter all mandatory information (payment card type, payment card number, CVC2/CVV2, expiry date, first name, last name). Under certain circumstances, it may be necessary to authenticate yourself as an authorised cardholder, e.g. using the 3DSecure procedure.
Wallet solutions (TWINT, Apple Pay).
With wallet payment solutions, your card details are securely stored in the wallet beforehand. If you choose to pay with a wallet solution, usually you do not have to enter any further payment card information. Only the data required for authorization and transaction processing are transferred via the wallet.
Monthly invoice.
If you choose the ‘Monthly Invoice’ option, you will need access to a Swiss or Liechtenstein mobile phone number to register. Name, date of birth, e-mail address, address, mobile phone number and IP address are forwarded to our partner Byjuno AG. Byjuno AG will handle the entire billing process and will perform an identity and credit check.
If you choose the ‘Invoice in SBB Shop’ option, your mobile phone number and date of birth will also be recorded. Name, date of birth, e-mail address, address, mobile phone number, IP address and device ID will be forwarded to our partner Byjuno AG. Byjuno AG will handle the entire billing process and will perform an identity and credit check.
When you pay by Lodge Card, we forward your credit card information to your credit card issuer and also to the credit card acquirer. If you choose to pay by credit card, you will be asked to enter all mandatory information (payment card type, payment card number, CVC2/CVV2 (based on option), expiration date, first name, last name). In addition, information on the purchased service, last name, first name and date of birth of the person purchasing or travelling and information on the credit card holder (company) are forwarded to the credit card issuer for billing purposes in accordance with the agreement with the credit card holder (company).
Insofar as the EU GDPR applies, the legal basis for the processing of personal data is the contractual performance requirement. With regard to processing of your payment method information by these third parties, please also read the relevant General Terms and Conditions and Data Protection Declaration of the payment method used.
You do not have to reveal any data to surf on our website pages. What happens automatically is that our servers record every access, store the following data for seven months and then automatically delete it again.
IP address of the computer requesting access
date and time of access
the website from which our website was accessed, including the search term where applicable
the name and URL of the file being requested
searches performed (timetable, products, etc.)
the computer’s operating system
the browser being used
device type of the mobile phone, if used
the transmission protocol being used
Good performance.
These data are used to ensure system security and stability, to facilitate error and performance analysis, and to help to optimise our range of products and services so they meet your wishes and needs.
Protection against hackers.
The IP address provides intelligence if there are attacks on the network infrastructure or other misuse or abuse. It may be used in criminal proceedings for identification purposes and for civil and criminal proceedings against the users concerned.
As far as the EU-GDPR applies, our legitimate interest forms the legal basis for this processing of personal data.
We cannot guarantee that non-SBB websites that are linked to our web pages comply with the relevant data protection regulations.
We offer you a range of apps that support your mobility and make travelling easier. You can identify which data is processed in the privacy policy of the respective app.
These apps are available to you:
SBB Mobile
SBB Preview
P+Rail
My station
SBB AR
SBB MyWay
SmartWay
SBB FreeSurf
Push notifications in the apps inform you about delays, redirected trains, or other relevant information. You can decide for yourself whether you wish to receive them and simply set them up when you initially install the app. You can also turn off push notifications at any time.
Your SwissPass customer account allows you to use our websites and apps to their full extent. For this we need the following data from you:
Full name
Date of birth
Address (street, postcode, city and country)
Customer number (if you have a public transport subscription)
Email address and password (login data)
With your SwissPass login, you can access the online services of public transport companies and networks without having to additionally register. This is practical and makes many things easier for you.
Services purchased using the SwissPass login (in particular public transport tickets/subscriptions) are recorded in a central database (National Direct Service database, “NDS-database”).
Data exchange via Single Sign-On (SSO).
During authentication, login, customer and performance data are exchanged between the central login infrastructure of the Public Transport Network, the partner platform and ourselves. This applies to the name, date of birth, address, email address and performance data.
Use of partner services.
Whenever you register with a partner (e.g. Mobility, PubliBike, etc.) and whenever you purchase or use partner services, your card and customer data (card ID, customer number, title, form of address, surname, first name, address, date of birth, subscription information and photo) are transmitted to SwissPass partners for the purpose of processing transactions. Whenever any partner services are acquired, data concerning the service are stored by us. We inform SwissPass partners in the event of the loss, theft, misuse, forgery or replacement of your card.
In order to enable you to take advantage of discounted services, SwissPass partners are entitled to retrieve any subscription data that are directly required.
Insofar as the EU-GDPR applies, the legal basis for the processing of personal data is the contractual performance requirement.
By using the contact form on our website you can easily get in touch with us. We need the data you provide - e.g. title, address, telephone number and company name - in order to answer your enquiry.
You are not obliged to give us information on how you came across our offer. If you do, we use it exclusively for statistical purposes.
As far as the EU-GDPR applies, our legitimate interest and the contractual performance requirement form the legal basis for this processing of personal data.
About the SBB Contact Centre.
Your call will be recorded for training purposes and kept for 6 months along with your phone number and the time of the call. The recording is then deleted. You are notified at the beginning of the call that your conversation will be recorded. To refuse recording of the conversation, at the start of the conversation please ask our employee to stop recording.
All e-mails that come to us via the contact forms are stored by us, and are linked to your customer account insofar as possible on the basis of the information provided.
After you have contacted the SBB Contact Center we may contact you by SMS or e-mail to perform a customer satisfaction survey. At any time, you can opt out of receiving the customer satisfaction survey.
As far as the EU-GDPR applies, our legitimate interest and the contractual performance requirement form the legal basis for this processing of personal data..
About forums and chats.
You can participate in forums and chats on SBB.ch and other SBB websites. Please remember that any information you disclose online will be made public.
About SBB Customer Say.
Your voice counts: By participating in SBB Customer Say, you can have a say in the development of new processes and products. The aim is to design products and services according to customer needs. Certain data is required from you for this.
Using SBB WiFi is easy: Register and surf away. Your access is valid for 12 months.
If you register, your mobile phone number or customer number, the MAC address of your device, and data regarding the station area visited will be recorded, along with the time, date and device.
Our statutory obligations.
As a telecommunications service provider, we are registered with the Federal Office of Communications and must therefore comply with the statutory obligations of the Federal Act of 18 March 2016 on the Surveillance of Postal and Telecommunications Traffic and its associated ordinance.
For us, this means.
Provided the legal conditions are met, we are required, on behalf of the competent authority, to monitor, either directly or through a third party, the use of the Internet and data traffic between the customer and the Internet. Furthermore, we may be required to disclose the customer’s contact, usage and peripheral data to the authorised administrative bodies.
For your data, this means.
The usage data and peripheral data generated when establishing and ending electronic connections will be stored in personally identifiable form for six months. After that the usage data will be anonymised and the peripheral data will be destroyed.
From the time participation in the WiFi service is cancelled or 12 months after registration, the contact data will be stored for another six months and then destroyed.
If you reserve a car from a car sharing provider through us, we will carry out an electronic driver's licence check when you register for the first time. For this purpose, you provide us with a photo of your driver's licence and a selfie. We store the following data from your driving licence with us: Identification number, first name, last name, date of birth, date of issue, expiry date if available, country of issue, driving categories.
If you give consent, your customer data will be forwarded to the car sharing provider to create an account. To ensure that the reservation, usage and billing processes can be carried out, the car sharing provider stores the following data:
card ID
client numbers
title,
surname, first name
address
date of birth
telephone numbers
e-mail address
driver's licence details
correspondence
language
date of last data change
IP address of the client
role of the user
newsletter subscribed to
Data for advertising and marketing.
We use your customer data for advertising and marketing purposes. You can exercise your right of revocation at any time or control the advertising in the apps under "Settings”.
As far as the EU-GDPR applies, our legitimate interest forms the legal basis for this processing of personal data.
We use the data we receive from you - by e-mail, letter, SMS or personally at the counter - to make you offers that correspond to your buying behaviour.
The following data can be used for this purpose:
Name
Gender
Date of birth
Address
Customer number
E-mail address
Information about subscriptions or single tickets
Clicking behaviour on our websites or in e-mails that we have sent you
Click-through rate on displays / banners with SBB advertising
Information concerning interests, affinities and user behaviour
We use third-party e-mail marketing services that use tracking tools when sending e-mails. We collect the data for statistical purposes and subsequent dispatch as well as to optimise the content of our messages.
The following data is used:
Information about the address file used
Subject and number of newsletters sent
Addresses to which the newsletter has not yet been sent
Addresses to which the newsletter has been sent
Addresses with failed dispatch
Opening rate
Addresses that have opened the newsletter
Addresses that have unsubscribed from the newsletter distribution list
Clicking behaviour
We use the Google ad server service (Google Ad Manager) for advertisements on our websites and in our apps. Ad servers are automated ad management systems that are used to store, deliver and measure the success of Internet advertisements. These allow you to see only those ads that interest you.
The ad server uses the following information when you visit our websites and apps:
Profile data (age, place of residence and gender)
Contextual travel information (place, time, date and day of departure, destination, arrival time, date and day, class of travel, article number, zone and subscription type)
Website accessed, including search performed, if applicable
Rough GPS coordinates
User ID (Unique User ID), advertising ID (Ad ID), IP address
Information on the browser and operating system
Device manufacturer and model
On the basis of this information, for each request, the ad server checks whether a suitable campaign is running and then delivers specific, non-specific or no advertising at all at random and depending on capacity.
If you have a Google account and have agreed to personalised ads, the ad server may also take account of your Google account settings when displaying the ads. We do not obtain any access to the data used.
Your data are never disclosed to the advertiser and are not stored for further use, but are used exclusively for the one-time display of advertising. We do not create profiles that identify any specific individuals or process names, telephone numbers, addresses or e-mail addresses in connection with advertising.
On SBB.ch, Adobe Target is used for website optimisation and the display of personalised content.
The following data will be processed:
Anonymised IP address
Tracking data on how you use the site, such as your preferred topics
You can request that your data will not be processed by Adobe Target.
To improve the quality of our services and offerings, we conduct market research. This may mean that we use your contact details for customer surveys (e.g. online surveys).
Your data will not be sold by us to third parties.
Your personal data will only be passed on to selected service providers - and only to the extent necessary to provide the service.
These include:
IT support service providers
Issuers of subscription tickets
Shipping service providers (e.g. Swiss Post)
Service providers charged with allocating traffic revenues to the transport companies involved (in particular in the course of drawing up so-called distribution keys within the meaning of the Federal Passenger Transport Act of 20 March 2009 (Personenbeförderungsgesetz, PBG))
Our Hosting Provider
We may be legally required to pass on such information or it may be necessary to pass it on in order to safeguard our rights.
External service providers who process data on our behalf are contractually obliged to comply with the relevant data protection regulations and are not considered third parties under data protection law.
As far as the EU-GDPR applies, our legitimate interest and legal requirements form the legal basis for this processing of personal data.
On our website we use various services provided by Google (Google Ireland Limited, Gordon House, 4 Barrow St, Dublin, D04 E5W5, Ireland). Google already stores information (e.g. your IP address) concerning your use of the website whenever you access any website into which Google services have been integrated. This may also result in the transfer of data to the servers of Google LLC. in the USA. If you are logged in to Google, your information will be directly associated with your account. If you do not wish any such data to be associated with your Google profile, you must first sign out of your Google account. Google stores your data (including those relating to users who are not logged in) as user profiles and evaluates them. Collection, storage and evaluation occur on the basis of Google’s legitimate interest in the incorporation of personalised advertising, market research and/or the design of Google websites in order to meet with user requirements. You have the right to object to the creation of these user profiles, and must contact Google in order to exercise this right.
To ensure that your journey runs smoothly, the following data is transferred within National Direct Service, an association of more than 240 public transport companies, as well as to regional networks:
Personal identification and contact details
Identity verification (SwissPass login)
Travel and purchase data
These are required for the following:
To get you from A to B
Ticket inspection
After-sales service
Revenue distribution
Joint marketing (to a limited extent)
Single Sign-On (SSO)
Analysis of the data helps us to further develop and advertise public transport services according to your needs.
On behalf of National Direct Service, we carry out the marketing mandate for the services of National Direct Service (e.g. GA and Half Fare Travelcard). We may contact you regularly in this role. Contact is always made by us. Only in exceptional cases and under strict conditions may another participating transport company or network get in touch with you.
As public transport companies, we are obliged by law to provide transport services alongside other transport companies and public transport networks (NDS – National Direct Service). To make this possible for you, data collected from contact with you or from services you have purchased is passed on within NDS.
If you book a cross-border journey, your data will be transferred to foreign public transport providers so that descriptions of available services can be provided, to allow checking of and prevent misuse of tickets, and to notify you in the event of a delay or cancellation.
We are entitled to transfer your personal data to contract data processors in or outside the EU. If we do this, these companies are obliged to comply with data protection to the same extent as we are.
Data storage.
Data that is passed on within NDS is stored in a central database (NDS-database). This is supervised by us as we are mandated by NDS – we are jointly responsible with the NDS companies and networks.
It is our goal as transport companies and public transport networks to offer you efficient services; data regarding selling of personalised services are therefore stored in a joint database (NDS-database).
For example: Single Sign-On (SSO), a login for all services of your SwissPass account.
Access is regulated.
Access to the joint databases by the individual transport companies and networks of NDS is regulated by a joint agreement and is limited to contract processing, ticket inspection, after-sales service and revenue distribution.
Advantages of Single Sign-On.
So that we can get you from A to B efficiently, the login, ticket, customer and performance data are merged. Single Sign-On (SSO) enables you to use all the services of the SwissPass account with a single login.
Data protection.
We protect your personal data stored with us against manipulation, loss or unauthorised third-party access. In order to ensure continuous protection, we are constantly developing our security measures. Our data protection advisors will be pleased to provide you with additional information concerning this. More information at Your contact for questions concerning data protection.
The transmission of data over the internet and via other electronic means always entails risks. Despite taking appropriate precautions, we cannot therefore guarantee the security of any information transmitted over the Internet.
Cookies.
Cookies are small files that are stored on your computer or mobile device when you visit our websites or use apps. Some cookies are necessary for the website or app to function, while others extend the range of functions and improve user comfort for you.
Together with tracking tools, cookies can analyse the usage behaviour when online offers are made.
We are aware that switching to a new browser may take some getting used to and cause some uncertainties. A more modern browser will allow you to benefit from faster and more secure internet access in future. We are committed to continuing our work with the utmost enthusiasm in the future to guarantee you accessible and inclusive access to SBB.ch.
