Frequent questions

Come e quando posso chiedere un rimborso 

Validità e scadenza

Validità - Perdita - Danneggiamento

Single tickets

Single tickets cannot be refunded, with the following exception: refund within the period of validity if it was not possible to make the journey for a duly justified reason. In such cases the ticket will be cancelled and refunded subject to a processing fee. 
Single tickets that have been purchased in place of a personal travelcard left behind or stolen (maximum of 3 tickets for each individual case) can be refunded with deduction of a fee. 

Multiple-journey tickets and Multiple Day Passes

Wholly or partly unused multiple-journey tickets and Multiple Day Passes can be refunded according to the details in the table under point 3.3.6.1 of the tariff. These conditions are valid for 1st and 2nd class tickets.

There is entitlement to a pro rata refund in the following cases: 

  • Purchase of a new multiple-journey ticket with additional zones, purchase of a multiple-journey ticket for a higher travel class, and purchase of an Arcobaleno annual or monthly travelcard or a GA Travelcard.
  • Damage (replacement) 
  • Incorrect issue
  • Expired children’s multiple-journey ticket (age limit attained)
  • Calculation of the pro rata refund based on the following formula: price paid x non-validated fields from a total of 6
  • Day Pass 
  • Day Passes can only be refunded if the return is made within the validity period and expiry date and it was not possible to make the journey between the purchase of the ticket and the time of refund for a duly justified reason. In such cases the Day Pass is cancelled. 

Group ticket

Any refunds are granted by the issuing office under the following conditions:

  • Presentation of the group ticket
  • Proof of repurchase of tickets
  • Proof of partial use of the ticket
  • Proof of non-use
  • Arcobaleno settimanale; 
  • Nessun rimborso possibile.

Arcobaleno monthly travelcard

A monthly travelcard that is only partly used can be refunded upon return of the travelcard under certain conditions. The refund can be made in full or pro rata. 

In the event of a full refund due to a return, the right to a refund must be claimed within 7 days from the start date of the travelcard’s validity period. 

A claim to a pro rata refund applies in the following cases: 

  • Change of the travelcard from monthly to annual 
  • Purchase of additional zones 
  • Class upgrade
  • Purchase of a GA Travelcard 
  • Death of the holder of the ticket or travelcard (death certificate)
  • Illness or accident (proof of inability to travel)
  • Purchase of a new travelcard due to changing of the selected zones

For further information or any questions, please go to the sales counter. 

Arcobaleno annual travelcard

Annual travelcards can be refunded under certain conditions. The type of refund varies depending on the reason for the return of the travelcard. For further information or if you have any questions, please go to the sales counter.

From what age must a ticket be purchased?

Children accompanied by an adult travel free of charge without a ticket up to the age of 6 years. A reduced price applies for children under 6 years travelling alone and children between 6 years up to their 16th birthday. The young persons’ fare for Arcobaleno travelcards only applies for 2nd class and is granted up to the 25th birthday.

What is the Junior Travelcard?

With the Junior Travelcard for CHF 30, children from 6 years up to their 16th birthday travel free of charge throughout Switzerland for the period of a year when accompanied by a parent holding a valid ticket. The Junior Travelcard is free from the third child. The other two Junior Travelcards must be shown when acquiring it. The Junior Travelcard is issued in duplicate.

Further information on the SBB website.

What is the Children’s Co-Travelcard?

With the Children’s Co-Travelcard for CHF 30, children from 6 years up to their 16th birthday travel free throughout Switzerland for the period of a year when accompanied by a person holding a valid ticket. The Children’s Co-Travelcard is valid for any person from 16 years (grandparents, godparents, neighbours, aunts, uncles, babysitters, friends of the family, acquaintances, etc.).

Further information on the SBB website.

I am retired. Am I entitled to a reduction?

The Arcobaleno integrated fare network does not provide reductions for recipients of AHV pensions. Enquire with your municipality with regard to the granting of benefits. 

I receive an IV pension. Am I entitled to a reduction?

The Arcobaleno integrated fare network does not provide reductions for recipients of IV pensions. Enquire with your municipality with regard to the granting of benefits.

Do the military travel free of charge?

Holding a travel warrant while wearing uniform, or proof of authorisation to travel in civil clothing gives entitlement to travel at a reduced price on all routes on the integrated fare network. Dependents of members of the Swiss Army in uniform or with the relevant authorisation receive single tickets, Day Passes and multiple-journey tickets at the reduced price. Military dogs do not require a ticket, provided they are included on the travel warrant. 

What travel reductions are there for passengers with a disability?

People with a Disabled Passenger’s ID Card (form 82.62dfi) are classified as passengers with a disability. The holders of such a card must always travel with an accompanying person.

Passengers with a disability are entitled to travel in 1st or 2nd class with an accompanying person and/or guide dog at no extra cost. Either the person with a disability or the accompanying person must hold a valid ticket. Travel reductions can only be claimed when showing the Disabled Passenger’s ID Card.

ID Card for the Blind and Visually Impaired (form 475.2): this ID grants free travel for the person eligible and the person accompanying them on the municipal lines of zones 100, 150, 200 and 300. The person entitled to the benefit may also travel alone. 

How much do I pay for dogs and pets?

In general, the reduced price for 2nd class must be paid for dogs. Small dogs up to a withers height of 30 cm, cats and other small pets in transport boxes, baskets or other containers suitable for animals travel free of charge as hand luggage. 

Bikes?

Each transport company stipulates their own rules for the carriage of bikes on public transport. Bikes may not be taken on certain routes. In some cases, they may be prohibited at certain times of day, or a reservation is required. We therefore recommend enquiring in advance as to whether it is possible to travel with a bike on the route required. You will find further information on our website under “Bikes”. 

Do I have to pay for my luggage to be transported?

Hand luggage and pushchairs are transported free of charge. A wheelchair for disabled persons is transported free of charge if the person travelling requires it for the journey. For luggage, pushchairs, bikes and wheelchairs which have to be supervised by transport company staff, the provisions of the respective transport company apply. 

Is my Arcobaleno ticket valid outside Ticino and the Moesano region?

The ticket is only valid for Ticino and the Moesano region. If you hold a cross-border ticket, this is also valid for Trenord regional and suburban trains (S10, S11, S30, S40 and S50).

Are the Junior Travelcard and Children’s Co-Travelcard also valid with an Arcobaleno ticket?

Yes, they can be combined with tickets and travelcards.

Who is entitled to the reduced fare?

The reduced fare applies to all children and young people from 6 years (from their 6th birthday up to their 16th birthday) who are travelling, Half Fare Travelcard holders and children under 6 who are travelling alone

Can I pay for Arcobaleno tickets using Reka Cheques?

Yes, it is possible to purchase them with Reka Cheques

Is the Half Fare Travelcard valid for purchasing an Arcobaleno ticket?

Yes. Further information on the SBB website.

Period of validity for Arcobaleno tickets.

Tickets from the integrated fare network are valid up to the next stop according to the timetable after expiry of the period of validity. With a ticket valid up to 4 hours, if it is not possible to reach the destination within this period according to the timetable (a direct journey without alighting), the ticket shall be valid up to the destination. In the event of delays or traffic disruption, the ticket is valid up to the destination beyond its validity period. 

Is my Arcobaleno travelcard also valid outside Ticino and the Moesano region?

The travelcard is only valid for the Ticino and Moesano region. If you hold a cross-border travelcard, it is also valid for Trenord regional and suburban trains (S10, S11, S30, S40 and S50).

Up to what age can I purchase a young persons’ travelcard?

The young persons’ fare only applies for 2nd class and is granted to children and young persons from 6 years (from their 6th birthday) up to their 25th birthday. The actual age when purchasing the travelcard is applicable.

Are the Junior Travelcard and Children’s Co-Travelcard also valid with an Arcobaleno travelcard?

Yes, you can combine them with tickets as well as with weekly, monthly and annual travelcards. You will find further information on the relevant SBB web page.

I would like to purchase an Arcobaleno travelcard (annual or monthly travelcard). Do I have to do so from the first day of the month?

The customer can choose their own required start date for the period of validity, for example 11 November 2020. The travelcard is available at the following points of sale. Travelcards can also be purchased via SBB Contact Center, advice and sales, 0848 44 66 88 (for calls from abroad: 0041 512 257 800) using a credit card. Any shipping costs arising can be invoiced.

I have an Arcobaleno monthly travelcard. Do I have to have it renewed at the counter?

The monthly travelcard can be purchased at a sales counter, a ticket machine or from drivers of most regional buses. Tip: renew your travelcard directly with the issuing transport company. The monthly travelcard on the SwissPass can also be renewed conveniently online.

I have lost my monthly travelcard or it was stolen. What should I do?

In general, monthly travelcards in paper format cannot be replaced if lost or stolen.

If the monthly travelcard is loaded on the SwissPass, the card can be replaced after paying a fee of CHF 30, according to T600 clause 200.1

My monthly travelcard is damaged. What should I do?

The monthly travelcard in paper format can be replaced when damaged for a payment of CHF 30. You should go to the sales counter where you bought your travelcard.
If the monthly travelcard is loaded on the SwissPass, the card can be replaced after paying a fee of CHF 30, according to T600 clause 200.1.

I have lost my annual travelcard or it was stolen. What should I do?

Firstly, the incident must be reported to the local or cantonal police. You should then go to the sales counter where you purchased the annual travelcard with the sales receipt and a personal ID. For a payment of CHF 30, a new travelcard will be sent to your home address within 10 days. You will receive a so-called temporary travelcard for the interim period.

NOTE: an annual travelcard can only be replaced twice at the most if lost or stolen.

If the monthly travelcard is loaded on the SwissPass, the card can be replaced after paying a fee of CHF 30, according to T600 clause 200.1.

My annual travelcard is damaged. What should I do?

You should go to the sales counter where you purchased the annual travelcard with the damaged travelcard and a personal ID. After paying a fee of CHF 30, a new travelcard will be sent to your home address within 10 days. You will receive a so-called temporary travelcard for the interim period. The travelcard can be replaced multiple times.

If the monthly travelcard is loaded on the SwissPass, the card can be replaced as often as needed after paying the respective fee of CHF 30, according to T600 clause 200.1.

Can I add one or more zones to my annual travelcard?

It is possible to add zones. To do this, you must return your old travelcard and have a new one issued.

Can I deposit my Arcobaleno annual travelcard?

It is not possible to deposit it.

Can I pay for Arcobaleno integrated fare network tickets or travelcards using Reka Cheques?

Yes, it is possible to purchase with Reka Cheques.

Is the Half Fare Travelcard valid for purchasing an Arcobaleno travelcard?

No. The Half Fare Travelcard is valid for purchasing Arcobaleno tickets but not for buying Arcobaleno travelcards.

Do you still have questions? Please contact us

We aim to deliver high-quality services, and we are pleased to address your questions and concerns.

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