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CP B2B

Lusitânia Comboio Hotel

Useful Information

Customer Assistance Office

Ticket reissue

Refunds

Children

Children under 4 travel free as long as they do not occupy a seat. If they are between 4 and 12 they pay a child's ticket.
A child can only share a bed in a family compartment,. In a Gran Classe bed, they must pay a child's ticket. A 1st class Preferente seat, a Preferente bed or Turista bed, a 2nd class (Turista) seat ticket is charged.

Group of school children

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Carriage of Animals

Animals can only be carried in sleeper compartments if they have been sold to the one family. The animal must be muzzled and be on a lead so as not to disturb the other passengers.
The ticket price will be 50% of a 1st class Preferente seat if you are travelling in Cama Gran Classe, or 50% of the ticket price of a 2nd class Turist seat if you are travelling in Cama Preferente or Turista.

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Carriage of Bikes

Two bikes may be carried in each compartment (sleeping compartments only) so long as the compartment is taken by the one family and ithe bikes are properly packed and stored. Bikes are not charged for if you have an international ticket.

Two people with a bike on the beach

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Guide dogs

Guide dogs benefit from special prices so long as the owner can prove he or she is blind by showing a "Medical Disability Declaration". The owner has to pay a full price ticket.

Person reading Braille

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Car Parking

When you buy one return or one outward and one inward ticket on the Lusitânia Comboio Hotel or Sud- Express, CP offers special parking rates at the Lisbon Oriente station car park (Oriente Train Station Park).

Prices:

(Valid as of January 2009)

Hours

Lisboa Oriente

Up to 24h	3,50 €
Up to 36h	5,00 €
Up to 48h	7,00 €
Up to 60h	8,50 €
Up to 72h	10,00 €

Note: After the 72 hour limit, the price will have a surcharge for the normal parking prices in that car park. If you wish to take advantage of these discounts, you should present your ticket for the return leg of your journey when you hand in your parking slip to the car park cashier.

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On board sales

In exceptional circumstances, such as when the Ticket Office at the boarding station is closed, passengers may board the train without a ticket. In these cases, passengers must go to the Ticket Inspector on board, who will issue them tickets.
Customers who wish to up-grade to a higher class, must also go to the Ticket Inspector who will make the necesary alterations and receive the payment.

Inspector selling a ticket

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Lost and Found

The Passenger Support Office also works as a deposit for all the objects found on the trains and in the stations. If you have lost anything, you can phone in and we will make a search through our computer system to see if the object has been handed in and advise you immediately where you can collect it. Passengers will have to go to the Support Offices to collect the objects.

If you find any object on the train or station you can hand it in at the station or give it to the ticket collector. All our employees have strict instructions about how to deal with lost property and how to ensure it gets to the Passenger Support Office as quickly as possible. If the Passenger Support Office is closed you can call us at the CP Call Centre – 808 208 208.

Lost property symbols

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Customer Assistance Office

The Passenger Support Office can help you personally, to respond to any requirements you may have as regards the Lusitânia Comboio Hotel service.

If the Passenger Support Office is closed you can call us at the CP Call Center on 808 208 208.

Passenger Support Office opening times:

Lisbon Sta. Apolónia - 06h30 - 23h45
Lisbon-Oriente - 06h30 - 23h45
Oporto Campanha - 07h00 - 11h30/12h30-19h00/20h00-23h30
Oporto São Bento - 08h30 - 20h00

Customer Assistance Office logo

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Ticket reissue

Tickets can only be reissued (in terms of class or journey date) once, prior to the train's departure. The new travel date must be within two months of the original one.

Return tickets cannot be reissued if the outward leg of the journey has been used.

Revalidated ticket

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Refunds

Unused ticket refund

Any request for a refund must be made at the place the ticket was bought from.

If the request is made before the train leaves the point of origin, there will be a 90% refund otherwise it will be 50% less a €5 change.

If the outward leg of a return ticket has already been used, the amount of the refund will calculate the difference between a single and a return ticket price

Refunds for breach of contract on the Sud Expresso

1- Passengers have the right to a refund in the following cases

COMPENSATION
DELAYS			REFUND
1h to 1h59			25%
2h00 to 2h59			50%
3h00 or more			100%

ON-BOARD SERVICES			REFUND
Falta de Aquecimento/Climatização			50%
Falta de Bar/Restaurante			25%

ALTERNATIVE TRANSPORT (After beginning the journey)			REFUND
Berths			Difference between the price that was paid and the price of a 2nd class or Tourist ticket.

2- All compensation payments are cumulative but cannot be more than 100% of the ticket price with supplements.

3- The compensation for one leg of a return journey , consider 50% of the total price.

4- The following situations are considered to be Acts of Force Major for which no compensation is payable:

Natural catastrophes (storms, avalanches, floods, landslides, fallen rocks etc.);
Strikes;
Route changes due to announced engineering works;
Fires that started outside the service but which affect it;
Terrorist attacks;
Sabotage to the trains or infrastructures;
Protests or public order problems;
Interruptions to the service ordered by the courts or the government;
Animals, vehicles or objects blocking the line.

5. In order to have the right to a refund, the passenger must present the ticket that has been punched by the train manager.

6. Passengers do not have the right to any refund if they purchased their ticket after having been advised of the delay. If they purchased the ticket prior to any announcement, they can:

Cancel the journey and ask for a full refund;
Continue with the journey and later ask for the refund they have the right to.

7. The requests must be made within 3 months of the journey

8. Normal Intercidades clauses apply for the part of the journey taken inside Portugal.

9. Eurail and InterRail ticket holders are covered by the specific conditions regarding these products

Reembolso

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