On 14.12.2017 we will be doing maintenance work on our systems from 00:00 to 01:00. During this period the purchase confirmation emails will be sent delayed.
Due to maintenance work, it will not be possible to buy tickets from SBB.ch between 07.02.2018, 00:00 and 07.02.2018, 02:00.
FAQs: national services.
If you cannot continue your journey on the same day, you are entitled to a refund of the resulting costs. The maximum sum payable for an overnight stay with breakfast is 150 francs. If a taxi makes more sense, SBB will pay the fare – again up to a maximum of 150 francs. Compensation is only payable on presentation of original receipts. Customers affected should make themselves known to the train crew or counter staff, who will help to arrange a taxi or hotel and issue vouchers against the associated costs. If several passengers are affected, shared taxis can be organised.
SBB is exempted from its liability if it can show that the problem was caused by passengers or due to circumstances that it could not avoid and the consequences of which could not be averted (accidents involving people, adverse weather conditions, landslides, industrial action, etc.).
SBB is obliged to convey customers to their destinations (their ultimate destinations as per their tickets) on the same day. This may involve a number of changes of train and/or a detour. 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.
FAQs: international services.
Additional costs such as these are refunded by the rail company concerned, even if the delay was caused by a different one. The legal basis is the national The Swiss Federal Law on Public Transport of the company issuing the refund. The application should be submitted to the rail company that issued the ticket.
Customers can claim compensation on each transport contract (each ticket is a transport contract). The customer is entitled to compensation if he reaches the final destination on his ticket with a delay of 60 minutes or longer. Which train and which rail company caused the delay is immaterial. The only conditions are that the customer must have a ticket for the journey he has completed. TGV customers receive compensation for delays of 30 minutes or longer.
Every ticket sold individually is a transport contract. If customers arrive late at their final destination, they receive compensation of a percentage of the fare for that ticket (transport contract).
Example: Berne to London via Paris
This journey involves two tickets: Berne to Paris and Paris to London. It therefore gives rise to two transport contracts. If the TGV from Berne to Paris is delayed, customers receive compensation for that section of the journey. The same applies to the section between Paris and London.
Example: Sierre to Luxembourg
If a single ticket is sold for this connection, it is the arrival time in Luxembourg that matters. The customer is entitled to compensation if he reaches his final destination, Luxembourg, at least 60 minutes late.
For delays of 60 minutes or longer, 25% of the ticket price will be refunded, and for delays of 120 minutes or over, 50%. The deciding factor is the delay to the arrival of the train at the destination stated on the ticket. The single fare for the ticket in question, including any supplements/reservation fees, must be at least CHF 24 francs er person for a delay of 60 minutes or longer or 12 francs per person for a delay of 120 minutes or longer. Exception: TGV customers receive compensation of 25% of the fare for a delay of 30 minutes or longer.
Special compensation conditions apply to passes such as InterRail, Eurail etc.
Train crews on international services distribute stamped, addressed forms as soon as it becomes clear that there will be a delay of 60 minutes or longer (30 minutes or longer for a TGV). Customers complete the forms with the required information, and send them in together with their original tickets and reservations. The forms are also available from all sales points. Counter staff print the form out on request.
Every rail company is obliged to process applications for compensation involving tickets it has sold. All others are forwarded to the responsible body on receipt. If tickets were bought through a travel agency, the agency is responsible for processing applications.
SBB customers receive a voucher that can be redeemed for cash at ticket offices.
Compensation is payable for quality shortfalls, depending on their nature. Where quality shortfalls arise it is essential to obtain confirmation of this from rail staff. No subsequent investigation can be conducted without it, and compensation may be refused in such cases. Examples of quality shortfalls include defective heating or air-conditioning on night trains, or a lack of seats despite a reservation having been made.
Applications are processed by the rail company that sold the tickets or on whose service the problem arose (contact). The rail company in question must pay compensation first: only then can payment be made to the customer.