Questions & Answers

Unused tickets can be cancelled either before or after the validity date. Please note that single rides tickets are valid for 2 days and return rides tickets for 10 days, and cannot be cancelled within this period. In all other cases, the official terms and conditions of Zermatt Bergbahnen AG apply. In exceptional cases, refunds are issued directly on site to customers by Zermatt Bergbahnen. Refunds or changes for tickets already used are not possible. For additional security for ski passes and peak passes, we recommend purchasing the optional SOLID insurance. | Terms and Conditions Zermatt Bergbahnen AG

Yes, individual tickets from a booking can be cancelled if they are unused, but only before or after the validity period. Use the "Cancel Item" button for the respective product/ticket. If you wish to cancel the entire booking, please use the "Cancel Order" button.

This depends on the payment method. For credit card payments, the amount is automatically refunded to your credit card account within 1–2 weeks. For invoice payments, the corresponding amount is deducted from your current monthly collective invoice.

There is no option to duplicate bookings or save them as a template.

Group bookings are made manually in the trade-webshop by increasing the desired number of tickets using the plus button. Group rates are applied automatically if the necessary conditions are met. There is no option to import customer data.

Yes, it is possible to add a reference number or comment after completing the booking. However, this information is not displayed on the booking confirmation or the ticket voucher.

A SOLID insurance policy can be added directly during the booking process and is prompted by default for every booking of passes (ski and peak passes). The rail shuttle between Täsch and Zermatt is available for booking via the “Arrival” button and can only be booked in combination with a valid ski pass.

Provided that a contractual agreement for the relevant products has been signed.

After successfully completing a booking, two standardized emails are sent to the main contact (the email address registered as the username). If an additional contact for email correspondence was provided during the booking process, all standardized emails will also be sent to this contact. The first email serves only as a receipt confirmation, indicating that the booking request has been received. It does not confirm the successful completion of the booking. The booking is considered successfully completed only upon receipt of the second email, the "Ticket Voucher." The ticket voucher includes all booking details as well as a link to download the QR code (voucher), which end customers can use at any ticket machine to exchange for valid tickets/passes. Alternatively, for single and return journeys on the Zermatt–Rothorn and Zermatt–Matterhorn Glacier Paradise routes, it provides a direct link to download the valid ticket.

The booking confirmation and ticket voucher are sent to the primary email address used for the login. For each booking, there is an option to send the e-mail correspondence to an additional contact.

In principle, the end customer's email address can also be stored as a secondary contact for email correspondence. However, we advise against this, as the emails contain net prices. The QR code voucher intended for the end customer, however, deliberately does not display any prices.

One QR code voucher is generated per order. If you require tickets for different customers, they must be booked in separate transactions—only then will each customer receive an individual QR code for their own collection.

For single and return journeys on the Zermatt–Rothorn and Zermatt–Matterhorn Glacier Paradise routes, no ticket voucher is issued. Instead, individual, personalized tickets are sent directly. In this case, all tickets must be downloaded and shared with the respective customers.

To complete an order, the first name, last name, and date of birth of each customer must be provided.

Free "Bambini" tickets for children under the age of 9 are not available via the trade-webshop. However, they can be requested by the partner or end customer through the official B2C webshop. The tickets must be collected on-site at our sales counter upon presentation of a valid ID.

The user account provides a booking overview with various filtering options. However, graphical analytics in the form of charts are not available.

No. The order number always starts with "to_" followed by numbers and letters. The invoice number is shorter and corresponds to the Order ID.

Yes, booking data can be exported as an Excel file.

Booking data remain accessible in the account indefinitely.

The webshop is SSL-encrypted and complies with the applicable Swiss data protection laws. Further information can be found in the data protection policy of Zermatt Bergbahnen AG. | Terms and Conditions Zermatt Bergbahnen AG

Yes, personal customer data can be permanently deleted upon request. Please note that this deletion is final and the data cannot be recovered afterwards.

For questions regarding bookings and operational matters, our Information and Reservations Centre (info@matterhornparadise.ch | +41 27 966 01 01) is available daily during official office hours.

In case of technical difficulties, please contact the Information and Reservations Centre (info@matterhornparadise.ch | +41 27 966 01 01), ideally providing a screenshot of the error message and a description of the actions taken when the error occurred.

Customer support is the responsibility of the respective contractual partner. Our sales points are not able to make changes to or cancel bookings made via the trade-webshop. However, our staff will gladly assist end customers with redeeming their QR code vouchers and are available to help with any questions regarding ticket collection on site.

One login is provided per partner. In addition, an additional employee can be defined as the recipient of the ticket voucher for each booking. The login can be used by several employees at the same time.

In the menu you can find the function "change password" function.

On the login page of the trade-webshop, you can recover your password using the ‘Have you forgotten your password?’ field.

The trade-webshop is primarily designed for desktop use. While bookings can generally also be made via mobile devices, the interface is not specifically optimized for mobile use. Mobile optimization will be considered if there is sufficient demand.

Personalisation or partner branding of the tickets is not possible. However, it is possible to integrate the QR code into your own vouchers. Please note: In the case of modified or customised tickets, on-site support is not available as these tickets may not be recognised by our sales staff. We therefore strongly recommend that you embed the original tickets in your communication (digital or printed) without making any changes.

For ski passes, Peak Passes, Matterhorn Alpine Crossing tickets, single and return journeys on the Zermatt–Testa Grigia route, as well as various combined offers with the Gornergrat Railway, a QR code is generated and serves as a voucher. This voucher must be exchanged by end customers at any ticket machine of Zermatt Bergbahnen (valley stations Matterhorn Glacier Paradise and Sunnegga–Rothorn), the Gornergrat Railway (Gornergrat valley station), or the Matterhorn Gotthard Railway (Täsch station) for valid tickets.

Only single and return journeys on the Zermatt–Rothorn and Zermatt–Matterhorn Glacier Paradise routes do not require exchange; in these cases, the QR codes grant direct access at the turnstiles.

Tickets can be obtained using the QR code at all ticket machines of Zermatt Bergbahnen (Matterhorn Glacier Paradise valley station & Sunnegga-Rothorn valley station), Gornergrat Bahn (Gornergrat valley station), and Matterhorn Gotthard Bahn (Täsch train station).

No. It is sufficient for the end customer to scan the QR code (voucher) digitally using their smartphone.

The net price is shown in the "Ticket-Voucher" email, but not on the QR code (voucher) or the ticket.

All tickets obtained from the machines are loaded onto disposable cards. No deposit is charged for these. If the ski pass or the peak pass is to be loaded onto a KeyCard, it must be collected at the sales points, where a deposit of CHF 5.00 is charged on site. In this case, the deposit must be paid by the customer.

Yes, there are plans to expand the trade-webshop in the future with additional products and tickets, especially in the excursion segment.

We gladly welcome your feedback. Please contact the responsible sales team directly at trade@zbag.ch. Your feedback will be reviewed and, whenever possible, considered or implemented.

The commission can be viewed during the ticket booking process. In the first screen of the order process, both the gross and net prices are displayed.

The payment settlement is based on the booking date, not the validity date cutoff. This also applies to cancellations: they are credited at the time of cancellation. For the invoice payment method, charges or credits are included in the monthly collective invoice in which the respective booking or cancellation was recorded.

The available payment methods are specified in the contract and shown at the completion of each booking.