Train Journeys for Passengers with Specific Needs

SIM is provided on all trains and all stations for passengers who do not use wheelchairs or mobility scooters. 

SIM requires prior, mandatory booking for all SNP who use wheelchairs or mobility scooters, subject to the stations on the SIM Stations List for people in wheelchairs or mobility scooters.  

Booking Rules

• The SIM request is mandatory for all SNP who use wheelchairs or mobility scooters.
   
• The request must be made at least 6 hours in advance.
   
• For trains departing between 10:00 p.m. and 11:59 a.m., the request must be submitted by 8:00 p.m. the day before.
   
• On trains with mandatory seat reservations (Alfa Pendular and Intercidades), you must first purchase your ticket before making the SIM request.
   
• If for any reason it is not possible to provide the boarding or disembarking service, CP will refund the value of the tickets purchased.

How to request SIM

You can request the service through:

• Customer Service Line – 808 100 746 (available 24 hours a day, every day).
  Local call rate, max. €0.07 + VAT for the first minute and €0.0277 + VAT for each subsequent minute (weekdays, 9 a.m.-9 p.m.); or €0.0084 + VAT (remaining hours, weekends and public holidays).

• Customer Assistance Offices – see location and opening hours at Contacts.
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• SIM Request Form – available 24 hours a day, every day. The request will be reviewed and confirmed by CP services, and the Customer will be contacted subsequently.

​​​​​​​For more information see the SIM Procedures Manual. 

See all the information about the Discount for Special Needs Passengers.

Alfa Pendular Service

• 2 seats reserved per train for customers using wheelchairs.
• Boarding and alighting with an access lift (maximum weight: 300 kg).
• Accessible toilet available.

Intercidades Service

• Transport of manual wheelchairs is allowed, provided they are foldable.
• Boarding/alighting with station portable lifts.
• Due to space limitations, after boarding it is necessary to transfer to the train’s wheelchair and then to the seat.
• The customer’s wheelchair is stored folded during the journey.

Regional Service

Lines:

• Coimbra – Aveiro – Porto
• Entroncamento – Coimbra
• Lisbon – Covilhã – Guarda
• Lisbon – Tomar
• Boarding/alighting with built-in lift (up to 350 kg).
• Accessible toilet available.

Coimbra – Figueira da Foz Urban Service

• Travelling with a wheelchair is allowed.
• Boarding/alighting with built-in lift (up to 350 kg).
• Accessible toilet available.

Lisbon and Porto Urban Services

• Travelling with a wheelchair is allowed.
• Boarding with an approved ramp (up to 300 kg).

Important note:
Not all stations have accessibility facilities.
It is recommended to confirm in advance via the CP Customer Service Line – 808 100 746 (available 24/7, every day of the year; call cost according to Anacom tariff).

• Douro Line – Except for the Porto – Marco de Canaveses urban service, which is accessible to wheelchairs.
• Algarve Line – Except for the Alfa Pendular and Intercidades (1) services (section Tunes – Faro), which are accessible to wheelchairs.
• Alentejo / Évora Line – Except for the Intercidades (1) Lisbon – Évora service, which is accessible to wheelchairs.
• Leste Line – Regional services Entroncamento – Badajoz.
• Oeste Line – Regional services Lisbon – Caldas da Rainha – Coimbra.
• Vouga Line – Regional services Aveiro – Sernada do Vouga – Espinho.
• Alentejo Line – Regional services Casa Branca – Beja.

 

(1) Intercidades Service – Allows transport of customers in manual wheelchairs, provided they can be folded. For boarding and alighting, station portable lifts will be used.

Due to limitations in access dimensions to the seats, after boarding it is necessary to transfer to the train’s wheelchair and then to the seat.
The customer’s wheelchair will be stored folded during the journey.

We created the position of Counsellor for Special Needs Passengers, with the aim of strengthening the confidence of these passengers, with a view to continuously improving the services provided by the company. 

The priority functions of the Counsellor for Special Needs Passengers are to advise the company on practices that defend and promote accessibility to CP's services for everyone with specific needs, contributing to the inventory of access obstacles and defining priorities in the adoption of measures that make mobility an acquired right. 

Contact us.