Keycard at the electronic turnstyle of the Gornergrat Bahn in Zermatt

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, please fill out the form below. We will review your request and refund the cost of your Gornergrat Railway 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

4. Refund and cancellation

4.1 Refund

E-tickets can be refunded according to T600.9. A refund request can be submitted via the refund form.

In the case of a refund prior to the travel date, a reduced deductible of CHF 10.00 shall be charged; on or after the travel date this deductible shall amount to CHF 20.00. Proof of non-use shall be produced by the customer (T600.9 / 1.3.1)

In the case of a change or incorrect entry of e-tickets, they shall be refunded without charging a deductible.

4.1.1 Cancellation by the customer

For the cancellation of services for individual passengers, the conditions of the respective product shall be applicable. If the customer is prevented from departure due to an illness or an accident and if he/she can produce a valid medical certificate, the full costs shall be refunded to him/her.

4.1.2 Cancellation of services booked through GGB

For the cancellation of third-party services (hotel, event, holiday home, etc.), the terms of cancellation of these third-party providers shall be applicable. The conclusion of a cancellation insurance is recommended. The travel insurance integrated in the purchase process shall only apply to the purchase of train services.

4.1.3 Cancellation by GGB

If the booked service is cancelled by Matterhorn Gotthard Bahn due to an event, which is not to be attributed to force majeure, the customer can choose between a comparable alternative (if available) or a refund. In case of force majeure, there shall be no obligation for compensation.

The customer shall not be entitled to a refund, a comparable alternative or compensation if the cancellation takes place because the group of persons, who have booked the package tour, does not attain the required minimum number of participants and the cancellation was informed to the customer in writing within the period specified on the website.