Important information about the shuttle transport service

At stops with no step-free access and where it is not possible for staff to provide assistance, wheelchair-accessible replacement services (shuttles) run by regional providers will be introduced from 1 January 2024. From 2024, the online timetable will show which stops the shuttle service will operate at. 

In order that passengers in wheelchairs can also use stops where independent entry/exit or ramp access is not possible, ZVV has organised a shuttle service in partnership with transport companies. Further conversion of stops to offer step-free access will also be the responsibility of road owners from 2024 – meaning the city, municipalities and the canton.

On request, the shuttle service will replace the part of a passenger’s journey on public transport which does not offer step-free access. Depending on the planned journey, it will run from a stop that does not have step-free access along a public transport route to the nearest major stop where passengers are able to transfer. This means passengers in wheelchairs will have to make as few vehicle changes as possible.

Prerequisites for using the shuttle service

The shuttle service is provided with people in wheelchairs in mind. A valid public transport ticket is required to use the shuttle.

Before the journey

  • The online timetable shows whether passengers in wheelchairs will need the shuttle service for their connection*. To book the shuttle service, passengers need to call SBB’s Contact Center Handicap to notify them of their travel plans at least two hours in advance.
  • Connections leaving between 1 am and 6 am must be arranged by 11 pm the night before at the latest. The earlier the planned journey is arranged, the easier it will be to organise.
  • The Contact Center Handicap informs passengers about possible locations to transfer to the shuttle as well as potential alternatives if required. It takes note of passengers’ entire journey on public transport as well as the type of wheelchair, and deploys the shuttle once the journey has been successfully arranged.
  • The Contact Center Handicap will send confirmation of the planned journey on public transport after the arrangements have been made. The passenger will receive information about the meeting point, timing and route of the journey up to 30 minutes before the shuttle’s planned departure time.

Contact Center Handicap

The Contact Center Handicap organises and plans assistance across Switzerland so that passengers with disabilities can access public transport as easily as possible.

0800 007 102 from 5 am to midnight starting 1 January 2024 (free of charge within Switzerland)

+41 800 007 102 (when calling from abroad)

During the journey

Passengers will be picked up from the communicated meeting point for the respective stop by a shuttle. The wheelchair-accessible vehicles are marked with a ZVV sign, meaning passengers can easily recognise them as a shuttle.

Passengers will be taken to the next public transport transfer point or to the destination stop, depending on what has been confirmed.

After the journey

If you have any feedback or suggestions for improvements regarding your journey, our customer service team at ZVV Contact will be happy to listen at 0800 988 988.



Please note that special operating hours for the shuttle service apply to the stops in the districts of  districts of Affoltern and Horgen:

  • On the night from Saturday to Sunday, there are no restrictions on the shuttle service in both districts.
  • On the nights from Sunday to Thursday, there is no shuttle service between 10 PM and 6 AM.
  • On the night from Friday to Saturday, there is no shuttle service between 12 AM and 6 AM.