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Refunds: everything you need to know.
Traveller (silver)

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Have you purchased the wrong ticket by accident or are you not able to go on your trip as planned? You can find the answers to all the important questions about refunds here.

 

Where can I find my ticket?

Have you ordered a ticket online from SBB.ch and paid by credit card but not received your ticket or confirmation e-mail? Please check your spam folder first.

If you cannot find any SBB notifications there either, the next step depends on whether …

1.) …you were logged into SBB.ch when you purchased your ticket:

If this is the case, open your account and take a look under “Orders”. If your order is not stored there either, something has gone wrong during the booking process and we have not taken the payment from your credit card. Buy your ticket online at SBB.ch.

2.) …you ordered your ticket without logging in:

In this case, please contact us using the “Ticket Shop/OnlineTickets/MobileTickets” form.

Please provide the following details:

  • The first six and last four digits of your credit card number
  • The e-mail address that you made the purchase with
  • Order date
  • Name of ticket purchaser
  • Route

 

I would like to cancel or exchange my ticket.

  • Did you buy your ticket via mobile or online? If so, please use this form for your enquiry.
  • Did you buy a physical ticket from a ticket machine or counter? If so, please contact the travel agents at the staffed ticket counter at your station.
  • Did you buy your ticket in a different country? If so, please contact the relevant point of sale.

For urgent enquiries or orders it is best to call the SBB Rail Service on +41 900 300 300 (CHF 1.19/min.).

 

I accidentally purchased my ticket twice.

Tickets purchased in duplicate, i.e. with an identical date of travel, route and passenger (surname, first name and date of birth) can be refunded. You can find our Terms and Conditions and the refund request form for tickets purchased online and via SBB Mobile at SBB.ch.

 

I accidentally purchased a ticket for the wrong day.

A refund is only possible prior to departure (day of validity). You can find our Terms and Conditions and the refund request form for tickets purchased online and via SBB Mobile at SBB.ch.

 

I forgot to select the Half-Fare travelcard discount when purchasing my ticket or accidentally selected the Half-Fare travelcard discount even though I don’t have a travelcard.

The ticket can be refunded. You can find our Terms and Conditions and the refund request form for tickets purchased online and via SBB Mobile at SBB.ch.

 

I was unable to travel due to an accident or illness – is my ticket null and void?

Your ticket can be refunded if your inability to travel can be proved with a medical certificate or with confirmation from your employer. You can find our Terms and Conditions and the refund request form for tickets purchased online and via SBB Mobile at SBB.ch.

 

I forgot my Half-Fare/GA travelcard or personal point-to-point/regional travelcard.

The ticket or additional cost can be refunded. Please use the refund request form to do this for tickets purchased online and via SBB Mobile. Please provide your customer number (ten digits, nnn-nnn-nnn-n) and the basic card number (six digits, xxxxxx) of your travelcard.

 

The reason I would like a refund is not mentioned here.

Further reasons for a refund such as death, a reconnaissance trip or if there are no seats available in 1st class are listed on the refund request form and on the following link.

 

Important links:

Refund request form.

Refund request form for tickets purchased online and via SBB Mobile.
https://www.sbb.ch/en/travelcards-and-tickets/buying-options/refund-request/online-mobile.html

 

Refund request form for special offers (supersaver tickets, Saver Day Pass)
https://www.sbb.ch/en/travelcards-and-tickets/buying-options/refund-request/supersaver.html

 

Frequently asked questions and answers.

about buying tickets with SBB Mobile.
https://www.sbb.ch/en/travelcards-and-tickets/buying-options/mobile/faq.html

about buying tickets online from SBB.
https://www.sbb.ch/en/travelcards-and-tickets/buying-options/online/faq.html

 

27.02.2018