Making a complaint to the Federal Office of Transport

Passengers who are not satisfied with a decision by a transport company or by the SBB complaints office concerning their passenger rights can contact the enforcement office at the Federal Office of Transport FOT to have their case reviewed. 

You can submit your complaint online using the following form. Alternatively you can send an email to or write to

Bundesamt für Verkehr (BAV)
Durchsetzungsstelle Passagierrechte
(Passenger Rights Enforcement Office)
3003 Bern

Your complaint must contain the following:

  • your personal data: surname, first name, address, telephone number and email address (optional);
  • information on delayed/cancelled journey (including a copy of your ticket);
  • the negative decision of the transport company and the reason you are not satisfied or do not agree with it.

We will confirm receipt of your complaint within 7 days, either by email or post. On completion of the review we will inform you of our decision.