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, 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 or the train shuttle between Täsch and Zermatt can be added directly during the booking process and is automatically offered with every ski pass booking.

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 contains all booking details as well as a link to download the QR code (voucher), which customers can then exchange at any ticket machine for valid tickets or passes.

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 is generated per order. If you need tickets for different customers, these must be processed as separate bookings, only then will each customer receive their own QR code for individual collection.

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.

No. This QR code serves as a voucher, which the end customers must redeem for valid tickets at any 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).

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 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.