Frequently Asked Questions

After completing your purchase, you will receive an order confirmation by e-mail confirming that your booking has been successfully received. Please also check your spam or junk folder.

If you have not received a confirmation, contact us via the contact form and include as many details as possible, such as:

• Full name
• Date of birth
• Ordered product

Your order number begins with #1100 and can be found in the subject line of your order confirmation e-mail.

This number helps us identify your booking if you contact customer support or request a cancellation or refund.

Please note that the order number is not required when travelling with your ticket or pass.

If the e-mail address entered during booking was incorrect, your confirmation and tickets cannot be delivered automatically.

Please contact us through the contact form and provide:

• Your full name
• Date of birth
• Product purchased

If you are travelling shortly and do not yet have your tickets, staff at an SBB station may be able to assist you directly.

In some cases, confirmation e-mails may arrive with a delay or end up in the spam folder. Please allow up to 30 minutes after payment and then check all mail folders.

If you still cannot find the confirmation, contact us via the contact form and provide your booking details.

After placing your order, you will first receive an order confirmation by e-mail.

Your tickets will be sent separately once they are available for issue. Depending on the product, tickets or passes may only become available between two and six months before the travel date. Once issued, you will receive another e-mail containing download links.

If tickets are issued immediately, they can also be downloaded directly from the confirmation page.

Order confirmations are sent automatically shortly after booking to the e-mail address provided during checkout. Please check your inbox and spam folder first.

If you still cannot find the confirmation, contact us via the contact form so we can verify your booking.

For urgent travel, SBB station staff may be able to locate your ticket using:

• Your full name
• Date of birth
• Product booked

Some travel products are issued closer to the departure date and may only become available two to six months before travel.

If your ticket has already been issued, it will be sent in a separate e-mail with download instructions. It may also be accessible from the confirmation page.

If no ticket has been received yet, it may simply not be available for issue at this stage. Once ready, it will automatically be sent to your e-mail address. Please also check your spam folder.

No. Tickets and passes do not need the SBB app and cannot be imported into it.

However, the app can still be useful for:

• Timetable searches
• Route planning
• Seat reservations

No printing is required. You may present your ticket either digitally on your smartphone or as a printed copy.

Please ensure the QR code is clearly visible and easy to scan.

During inspection, you must present:

• A valid ticket with QR code
• An official form of identification if requested

Your ticket should remain accessible throughout the journey.

If you experience difficulties opening or printing your ticket, try using another device or opening the file with a different PDF reader.

If the issue continues, keep your confirmation e-mail and ticket link available. In special cases, SBB station staff may be able to retrieve your ticket using your personal details and booking information.

No. Tickets cannot be changed once booked.

If changes are required, the original booking must first be cancelled and a new booking must then be made. Please contact us via the contact form and include your order number beginning with #1100.

Yes, cancellations are possible if the applicable cancellation conditions are met.

To request a cancellation, submit a request via the contact form and provide your order number.

A full refund is only available if:

• The booking includes the Flex Cancellation option
• The cancellation request is submitted no later than one day before the first day of validity

Without the Flex Cancellation option, cancellation fees apply. Please refer to our Refund Policy for full details.

Once the first day of validity has started, cancellations and refunds are no longer possible, including bookings with the Flex Cancellation option.

Refunds are generally processed within five working days after cancellation approval.

Our support team handles requests Monday to Friday between 8:00 am and 4:00 pm UK time. Requests submitted during weekends or public holidays will be processed on the next working day.