In 2023, transport companies in Switzerland, CFF and others, paid a total of 254,000 francs in compensation to 20,689 passengers whose trains were seriously delayed. This is an increasing figure, noted the CH Media newspapers on Thursday. The good news is that if the figure is increasing, it is not because trains are less and less punctual (in fact, they are more and more), but because passengers are better aware of their rights . Since 2021, the rules have been clear regarding compensation (read box).
However, we must be careful with the figures. If they are higher in 2023, it is also perhaps because 2022, and especially 2021, were lower years in terms of the number of passengers transported, due to the pandemic. Alliance SwissPass, which brings together all transport companies, indicates that a quarter of passenger requests have been refused.
“The reasons were insufficient delays, invalid tickets, compensation amounts of less than five francs or claims filed after the deadline,” according to a spokesperson. General season ticket holders are the most likely to claim compensation, followed by individual tickets and day passes.
We sometimes say that when we compare ourselves, we reassure ourselves. This is the case in this matter. The SNCF in France refuses to communicate the amount it must pay passengers each year. Last year, Le Figaro attempted the estimate based on punctuality figures and arrived at an amount of around 114 million euros in 2022. As for Deutsche Bahn, it’s a disaster. In 2023, 132 million have been disbursed. 2.3% of turnover goes up in smoke. In Switzerland, the 250,000 francs reimbursed represent 0.002% of the turnover of the CFF alone.
What rights for what delays
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Passengers can get a 25% refund of the ticket price if a train is more than 60 minutes late.
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The refund is 50% from two hours late.
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For subscription holders, from 60 minutes, we calculate the daily value of the subscription to determine the amount reimbursed.
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Please note: the amount to be claimed must be at least 5 francs. We will not reimburse a Geneva – Nyon flight if it is one hour and one minute late, for example.
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Companies must pay a passenger’s hotel if they do not reach their destination in the evening, up to a maximum amount of 200 francs, unless the remaining journey costs less than that by taxi.
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There is no compensation provided if the train brings you late to the airport and you miss your plane.
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The request for compensation must be received no later than 30 days after the day of travel in question.
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Everything is done online: under no circumstances will you be given cash at the counter in a station.
Information about the rules is available online.
