Cancellation and Refund

Are you unable to travel as planned and wish to request a refund for partially or completely unused tickets you purchased? Here you find how this works:

• If you booked online at www.matterhorngotthardbahn.ch, please fill out the form below. We will review your request and refund the cost of your tickets if you your request is valid. The refund will be processed to the original payment method used for booking. Upon receiving your information, we will contact you by email within one business day.

• If you booked through a travel agent or another website, please contact their customer service.

• If you purchased your ticket at the ticket counter, please visit there for a refund.

Please refer to the Terms and Conditions.

Excerpt from our terms and conditions regarding cancellation policies

6. Refund and cancellation

6.1 Cancellation by the customer

6.1.1 General information

Generally, orders placed by customers through the website are considered binding, as stated in section 2. Exceptions for withdrawal from the contract (hereinafter: cancellation) or for a refund are only possible if these options are specifically mentioned in the service description on the website or in the following sections, and the conditions outlined there are met. An amendment to the contract or a direct exchange is not possible. Instead, you will need to cancel your original order and place a new one, subject to the stated conditions.

6.1.2 Car park at the Matterhorn Terminal Täsch

Parking space bookings cannot be cancelled or refunded.

6.1.3 Furka car transport

Single trips

You can cancel your single ticket and get a refund if you can prove you didn't use it. The ticket will be refunded in this situation. A CHF 10 processing fee will apply.

Furka travelcard

You can cancel your Furka travelcard and get a refund if you can prove you haven't used it at all, or have only used it partially. If found eligible, your ticket will be refunded proportionally, and a CHF 20.00 processing fee will be deducted. Any trips you have already taken will be deducted from thestandardsingle fare. Please usethis form for a refund.

6.1.4 Matterhorn Gotthard Pass

An MGPass cannot be cancelled or refunded.

6.1.5 Experience trips

• Gourmet trip Wine&Dine

• Exquisite travelling and dining

• Brunch trips

Cancellation is possible up to seven days before the event, by 09:00 a.m. in each instance, but a processing fee of CHF 10 per booking will apply.

After this, no refunds are possible, meaning 100% of the costs will be charged to the customer.

Please usethis form for a refund. Matterhorn Gotthard Bahn must receive your request before the specified date.

6.1.6 Special trips

You can cancel such trips for free up to seven days before your reserved date, as long as you do so by 09:00 a.m. in each instance.

If you cancel seven days or less before your reserved date, a CHF 500 expense fee will be charged.

6.1.7 Zermatt Shuttle (Täsch-Zermatt train connection)

You can cancel your e-ticket if you can prove that it hasn't been used. The ticket will be refunded in this situation. To get a refund for your Zermatt Shuttle tickets, please usethis form. A CHF 10 processing fee will apply for a refund.

6.2 Cancellation by Matterhorn Gotthard Bahn

Matterhorn Gotthard Bahn reserves the right to cancel contracts for important reasons, and to discontinue agreed-upon services without replacement, to change them, or offer a replacement in some cases. This specifically includes the right to cancel or terminate trips. Important reasons include circumstances where it is impossible to provide services, instances of force majeure, or when providing the promised services becomes unreasonable. Important reasons are, for example:

• Operational interruptions caused by essential construction or maintenance work, severe weather like storms or the risk of avalanches, or strikes;

• if providing the services violates legal requirements or official orders;

• if Matterhorn Gotthard Bahn has reasonable grounds to suspect that providing an agreed service could jeopardise its smooth operation, safety or reputation;

• if we don't meet the minimum number of travellers needed for a service to be viable.

• If a service is cancelled before it is provided, e.g. before the trip starts, the customer is generally entitled to a refund of the amount that is already paid.

• For services requiring a minimum number of participants, like special trips, Matterhorn Gotthard Bahn can cancel the trip up to four days before departure if that minimum number is not met. Customers will be informed and the amount paid will be refunded.

• If a service is cancelled while it is in progress, e.g. during the trip, customers will receive a refund for the unused portion of the service.

Any additional claims, especially those for compensation or damages, are excluded as per the provisions in Section 4.1. If the customer is (partially) responsible for the important reason behind a cancellation, they will not receive a refund for any amounts already paid or for services not yet provided.