Frequently asked questions

Once you’ve completed your purchase, you will receive an order confirmation by e-mail. This confirms that we have successfully received your order. Please check your inbox and spam folder.

If you haven’t received an order confirmation, please contact us using the contact form and provide as much information as possible about your order, such as your name, date of birth and the product you ordered.

Your order number starts with #1100 and is included in the subject of the order confirmation e-mail. It is used to uniquely identify your order and is needed if you contact our team or wish to request a change or cancellation.

You do not need your order number to use your ticket or pass during your journey.

If you entered an incorrect e-mail address while placing your order, the order confirmation and tickets cannot be delivered automatically. In this case, please contact us using the contact form and provide as much information as possible about your order, such as your name, date of birth and the product ordered. If you are travelling at very short notice and do not have access to your tickets, the staff at an SBB station can help you.

Occasionally, the e-mail may be delayed or it may land in your spam folder. Please wait up to 30 minutes after purchase and then check your spam folder. If you still haven’t received a confirmation, please contact us using the contact form. Provide as much information as possible about your order, such as your name, date of birth and the product ordered.

Once you’ve completed your purchase, you will first receive an order confirmation by e-mail. The tickets are sent in a separate e-mail as soon as they can be issued.

Some tickets and passes may not be issued until closer to the date of travel – between two and six months before the date of travel, depending on the product. As soon as the tickets have been issued, you will receive a separate e-mail with the corresponding download links.

If tickets were issued immediately after purchase, they are also available for download on the confirmation page.

The order confirmation is automatically sent shortly after purchase to the e-mail address provided when placing the order. Please check your inbox and spam folder.

If you have not received an order confirmation, please contact us using the contact form so we can check your order. If you’re travelling at very short notice, staff at an SBB station can retrieve your ticket using your full name, date of birth and the product ordered.

Some tickets and passes may not be issued until closer to the date of travel – between two and six months before the date of travel, depending on the product.

If your tickets have already been issued, you will receive them in a separate e-mail and can access them via the links provided. The tickets are also available for download on the confirmation page, provided they can already be issued at the time of purchase.

If you have not yet received any tickets, this may be because they cannot yet be issued. In this case, they will be sent to you automatically by e-mail as soon as they can be issued. Please also check your spam folder.

If you are having trouble opening or printing your ticket, try opening the file on a different device or with a different PDF reader first. If this isn’t possible, keep the order confirmation and the ticket link.

In exceptional cases, staff at an SBB station can retrieve your ticket using your full name, date of birth and the product ordered.

No, subsequent changes are not possible. If you need to make any changes, the existing booking must be cancelled and then rebooked. To do so, contact us using the contact form and enter your order number starting with #1100.

You can cancel your ticket provided the relevant conditions are met. To do so, submit a cancellation request using the contact form and enter your order number starting with #1100.

A full refund is only possible if you cancel your ticket at least one day before the first day of validity and have booked the Flex Cancellation option. If you have not booked this option, cancellation fees will be charged. You will find more details in the Cancellation Policy.