Purchasing and checking electronic tickets
E-tickets and automatic ticketing are becoming increasingly popular. They already account for the majority of tickets sold on Swiss public transport. They entitle the holder to use public transport in the same way as ordinary paper tickets, but differ in certain respects. Here are the answers to some frequently asked questions.
Purchasing e-tickets
When was a ticket purchased on time?
According to the laws and fare regulations in force, a ticket has been purchased on time when the purchase process has been fully completed before the actual departure of the means of transport. The same applies to automated ticketing: the check-in process must be completed before departure.
Why do I need to buy an E-Ticket or activate a travel authorization (check-in) before boarding?
We recommend purchasing an E-Ticket or activating check-in before boarding the vehicle to ensure that the purchase or check-in process is completed and the ticket is valid. Passengers who already have a valid ticket or authorization to travel before boarding are spared any risk when the means of transport departs.
The fare provision requiring customers to be in possession of a valid ticket or travel permit is defined for the whole of Switzerland in Fare 600. This provision is binding and applies to all sales channels.
Is the departure time according to the timetable or the actual departure of the means of transport is decisive?
The actual departure time: the E-Ticket purchase or automatic ticketing check-in must be fully completed before the actual departure of the means of transport.
Why isn't there a one- or two-minute flexibility period?
The rule in Switzerland is that you need a valid ticket to travel on public transport. Consequently, travelers need to be able to rely on uniform regulations that are valid throughout the country and easy to understand. This rule must apply to all public transport systems (local, regional and long-distance), especially in local traffic, where the journey between two stops often takes just a few minutes, or even seconds. What's more, if there were a flexible timeframe, the discussion would be the same, just a minute or two later.
I was charged extra for buying my E-Ticket or checking in a few seconds too late. Why doesn't the transport company show flexibility in such cases?
Under current regulations, passengers who are not in possession of a valid ticket before the departure of the means of transport run the risk of having to pay a supplement.
It's easy to check-in on the way to the stop or before getting into the vehicle. This avoids the risk of doing it too late, or even forgetting to do it. The automatic ticketing system uses location to determine the time at which a person takes the means of transport. Nor is there any disadvantage in checking in later than when leaving the vehicle. Only the distance actually covered is counted.
In Switzerland's open public transport system, there are generally no access gates at stops or on means of transport that can only be passed with a valid ticket. And the legal requirement of "one journey, one ticket" calls for uniform, simple and comprehensible regulations that apply throughout Switzerland. The time of departure of the means of transport is a value that can be measured by everyone.
Without binding regulations, the current tariff system, based on honesty, would be completely undermined. Nevertheless, it goes without saying that the industry is keen to ensure that each individual case is handled correctly, despite the mass nature of public transport. The two-stage process exists for this purpose, enabling the person concerned to contact the transport company's backoffice and have it carry out an examination of the particular case.
What about supplements when the application doesn't work?
The public transport industry does its utmost to ensure that ticketing applications and distribution systems work at all times. If, exceptionally, operation is not guaranteed, this is taken into account at the latest when the backoffice processes the order.
There are several ways (analog and digital) to purchase a ticket. The responsibility for possessing a valid ticket or authorization to travel from a means of transport lies with the person traveling, regardless of the channel he or she chooses to obtain it. In this context, it should be stressed that the proper functioning of the device with which an E-Ticket is purchased is also the responsibility of the person who chooses this form of purchase. Differences in reliability and operation exist between smartphones, but the responsibility lies with the traveler. The E-Ticket purchase process can be prolonged when network coverage is poor. Ideally, travelers should ensure that they are in possession of a valid E-Ticket or travel authorization before boarding the means of transport.
Controls
Can control staff be flexible?
Due to time constraints and limited technical possibilities, it is generally not possible to fully clarify the exact facts on site. This is why the first task of the control staff is to check whether passengers are in possession of a valid ticket. If this is not the case, or if the ticket cannot be presented, the control staff member records this event. The decision as to whether or not to allow flexibility is taken a posteriori by the transport company concerned. This allows us to clarify each case individually. This approach also promotes equal treatment for all passengers, as the in-depth clarifications carried out by the backoffice with more information than when the situation in the vehicle occurs provide a better basis for clarifying the facts. This is the only way to ensure that identical cases are treated as identically as possible, and that decisive differences in facts that are potentially still unknown at the time of their occurrence are identified at the time of the decision.
Who is responsible for processing cases?
Each transport company is responsible for dealing with cases of flexibility. If a person is unable to present a valid ticket or can only present a partially valid ticket, the control staff will record the case on the spot. In-depth clarification of the case is possible a posteriori if requested by the traveler. These clarifications are carried out by the backoffice of the transport company concerned. After that, there is still the possibility of an assessment of the case by the relevant mediation service.
Why can ticket inspectors ask for ID in addition to the ticket?
E-Tickets and check-in authorizations are issued in the individual's name. Checking the identity of people presenting an E-Ticket or travel authorization (check-in) is therefore one of the tasks of the control staff. In particular, staff can check travel authorizations several times to detect unauthorized check-ins and check-outs.
Why do I have to pay a fee if I can only show my valid E-Ticket or travel authorization (check-in) afterwards?
If you are in possession of a valid e-ticket or travel permit, but are unable to produce it, the ticket inspectors will take your personal data and ask you to go to a ticket office or contact the back office at a later date. If the validity of your E-Ticket or travel authorization at the time of the check can be confirmed retrospectively, you will only be charged a processing fee to cover the administrative work involved. The emolument is a minimum compensation for expenses (it does not cover the actual workload).
If it is established afterwards that there is no case of travel without a valid ticket or with a partially valid ticket, the data entered is deleted immediately.
Central information system (SynServ)
Why is there a central information system (SynServ)?
In Switzerland's open public transport system, there are generally no access gates at stops or on means of transport that can only be passed with a valid ticket. Access is based on trust in the traveler's possession of a valid ticket or authorization to travel. Sporadic checks of tickets in vehicles are nevertheless necessary. These checks show that a significant number of people repeatedly use public transport without a ticket or with a ticket that is only partially valid.
SynServ data entry and registration is intended to identify, in particular, people who repeatedly travel without a ticket or with a partially valid ticket, even across different transport companies. This helps prevent recidivism.
In cases where flexibility is granted, are we still registered with SynServ?
Basically, an initial entry in SynServ has no consequences. The data is completely deleted after two years. SynServ registration is intended to identify, in particular, people who repeatedly travel without a valid ticket or with a partially valid ticket, even across different transport companies. This helps prevent recidivism.
If it is subsequently established that the case does not involve travel without a valid ticket or with a partially valid ticket, or that public transport has not suffered any loss of earnings, the data will be deleted from SynServ.
Registration with SynServ has no effect outside the scope of the above-mentioned purpose. It has no impact on any other area of the registrant's life. It is therefore not a register such as the criminal record or the register of prosecutions, and the entry cannot be consulted by third parties.