Public transport passengers are entitled to a refund of 25% of the ticket price for delays of more than an hour and 50% for delays of more than two hours. Passengers can claim compensation if the refund amounts to more than CHF 5.
Public transport passengers are entitled to a refund if their ticket has cost a minimum of CHF 20 and their journey is delayed by more than an hour or if their ticket has cost a minimum of CHF 10 and their journey is delayed by more than two hours. Alternatively, passengers whose journey is delayed can also cancel beforehand and have the ticket price refunded. Holders of a travel card are also entitled to compensation.
Claims for compensation must be made to the transport company in question or its trade association. A distinction is made between ‘compensation’ (i.e. repayment of part of the ticket price), ‘refund’ (i.e. repayment of the total ticket price if you do not commence your journey) and further assistance.
If you wish to claim compensation you should complete the online form on the SwissPass website www.swisspass.ch/passenger-rights or fill out a paper form also available on the SwissPass website or from rail travel centres. The paper form can be handed in either to the travel centre or posted to:
SBB Contact Center
SBB AG will examine your claim on behalf of the transport provider. If it is justified, a refund will be credited to your bank or post office account.
Refunds and further forms of assistance are granted directly by the transport company responsible.