Customer information in the event of damage, loss or delayed delivery during luggage transportation.

Liability (excerpt from Tariff 602, Art. 2.1.6).

Liability for the partial or total loss, damage and delayed delivery of luggage shall be governed by the Swiss Federal Passenger Transportation Act (PTA) and the applicable Passenger Transportation Ordinance of the Swiss Federal Council.

Compensation shall be determined in accordance with the following provisions:


  • In the event of a delayed delivery, the transport company shall be liable for a proven loss (emergency purchases e.g. toiletries, bicycle and ski rentals, etc., proven by the relevant receipts) up to CHF 200 per luggage item and for each 24-hour period started after the delivery time, up to a maximum of 14 days (maximum liability up to CHF 2,000. The same applies in the event of total loss.).

Loss and damage.

  • In the event of damage, partial or total loss of luggage, the transport company shall be liable for a proven loss up to CHF 2,000 per item.
  • In the event of partial damage, the repair costs (e.g. for bicycle wheels) shall be reimbursed as per the quote and up to the above amount.

Excluded from liability.

  • In the event of damage to skis, ski boots, snowboards or bicycles, the transport company shall only be liable if these items were packed properly.
  • In cases of force majeure, the transport company shall be exempt from liability.
    • Incidents that constitute “force majeure” include all events that are beyond the control and foresight of the transport company or its ancillary personnel (e.g. extreme weather conditions, natural disasters, unforeseeable road closures, environmental catastrophes), the occurrence and consequences of which the transport company was unable to avoid despite exercising due diligence.
  • Items not eligible for transport as per article 2.0.2, Tariff 601
    • Excerpt from Tariff 601: items at particular risk of damage, e.g. televisions, computers, laptops, furniture, cameras and mobile phones, precious metals, jewellery, watches, gemstones, cash, securities, cheque books, identity documents and similar documents, moving boxes, containers of any kind, fragile items, works of art, antiques. This list is by no means exhaustive.

Procedure in the event of damage.

If you discover any damage when accepting a delivery, please obtain a record of the facts from the transport company detailing the cause, circumstances and extent of the damage.

If you discover damage or partial loss that is not externally visible only after your luggage has already been delivered, please report the damage together with supporting photos within three days under ‘Submit praise or complaint’ on or by post to SBB AG, Kundendienst, Postfach, 3000 Bern 65. No further claims will be accepted after this period has elapsed.

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