The Federal Passenger Transport Act makes a fundamental distinction between two forms of delay: one in which the journey is not made or is interrupted (Section 21a FPTA) and the other in which the journey is delayed by at least 60 minutes (Section 21b FPTA). In the first case, refunds are paid out, in the second case compensation.

• Before departure:
  If the journey is not made: if you do not make the journey because it can no longer serve its purpose due to the delay, the full price of the ticket will be refunded.
• During the journey:
  If the journey is interrupted because the purpose of the journey can no longer be served due to the delay (full refund if you return immediately to the place of departure)

In case of a missed connection:

• If you continue your journey despite a delay or cancellation of a connection to your destination, you can do so on the next suitable connection or by an alternative route and without having to pay a higher fare.
• If your journey can no longer serve its purpose due to a delay or cancellation and you have to interrupt it, the ticket price will be refunded.

Some types of tickets may exclude any type of refund. Booking services are never refundable.

You are entitled to compensation if you arrive at your destination at least one hour late. The destination is always the station at which your planned Swiss public transport journey ends (even if there are connecting services). The amount of compensation depends on the fare you paid and the length of the delay. You are also entitled to compensation if the delay is due to force majeure, for example a landslide or rockfall.

• 25% of the fare from 60 minutes delay at the destination.
• 50% of the fare from 120 minutes delay at the destination.
• The compensation is calculated on the basis of the fare you actually paid for the delayed connection. For example, if you have a return ticket, the fare for a single journey is used as the basis.

The traveler is not entitled to reimbursement for lost, destroyed or stolen tickets.