Online ticket office terms and conditions

Once you have bought your ticket, you can see all the information you need for your journey:

• In the PDF sent by email,
• In the SMS, if you asked for one;
• In the “Journey history in myCP, in cp.pt;
• In the "Your tickets" area of the CP App.

The tickets purchased online are personal and non-transferable and they are only valid for the chosen day(s) and trains. If the Customer needs to use another train, the ticket must be reissued in accordance with the foreseen conditions.

On board the train, you have to prove your identity using the ID document you mentioned when you bought your ticket. On the Oporto urban trains, you also have to show a printed or digital copy of your ticket. If you have a special rate ticket, you have to show a document that gives you the right to a discount (in the case of old age, any original or certified copy will suffice). Otherwise, and in cases where the ticket has been changed or refunded, you are considered to be travelling without a valid ticket and can be fined (Law 28/06 of 4 July).

The PDF ticket works as a receipt for tax purposes.

If you do not complete the Name/Tax number fields, in the ticket data for tax purposes, your ticket will be issued by default with tax number 'Final User'. Once the ticket has been issued, in the first 30 minutes after it has been bought and up until 30 minutes before the train leaves from the station where the customer gets on, all the travel conditions can be changed once including altering or correcting the tax number.

Customers who buy tickets to or from Oporto-Campanhã, Coimbra-B and Lisbon Oriente, can use the Oporto, Coimbra and Lisbon urban trains respectively for free, to get to or from Oporto São Bento, Coimbra Cidade, Lisbon Santa Apolónia, Areeiro, Entrecampos and Sete Rios. Customers travelling between Lisbon and Faro, starting or ending their journeys at Pinhal Novo station can use the Lisbon urban trains all along the Sado line.
In these situations, the long-distance tickets are valid on the local services in the hours before the long-distance service departs and one hour after it arrives.

Reduced Mobility Customers requiring help while boarding and disembarking the train should consult the SIM – Integrated Mobility Service – Procedure Manual and the list of stations with SIM for Wheelchairs and Mobility Scooters. They should also make sure to book the SIM.

You can book a Priority Seat, available in the Tourist/2^nd class of the Alfa Pendular and Intercidades services. These seats are intended for reduced mobility Customers.

If you need a priority seat, buy it in a separate operation. If you buy it together with tickets for other customers, priority seats will be assigned to all of them. As there is a limit to the number of priority seats per carriage, the system may assign you seats in different carriages.

During the purchase process, check the assigned seats.

When you buy our tickets through the online ticket office using Visa or Mastercard, you are making a transaction with 3-D Secure.

The 3-D Secure protocol provides greater security for online purchases since, when you make the transaction, it checks that the person making the payment is the legitimate holder of the card that is being used for the online purchase.

When you reach the payment phase of the purchase operation, a bank form appears where you have to enter the bank card details and the authentication credentials, which only the card owners knows.

Most Portuguese banks have opted to send their clients SMS codes so they can authenticate the transfer being made.

If you have not yet associated your bank card with 3-D Secure, your Visa or Mastercard payment may be refused.

Please contact your bank for further details about authentication methods and how to use them in your online purchases.

Alfa Pendular, Intercidades, Regional and InterRegional and trip complement

You can change all travel conditions once in the "Your tickets" area at cp.pt within 30 minutes of purchasing your ticket

• If there is an amount to pay - the amount paid in the initial transaction will be reversed to the account of the card used, and the new transaction debited from the card account you designate.
• If there is a receivable, you will be refunded the difference to the card account used.

Up to 15 minutes before the departure of the train from the passenger’s home station, unlimited free exchange are also permitted within 120 days of the date of purchase. All conditions of the journey may be changed.

The request can be made at the ticket office and online, in the "Your tickets" area at cp.pt, for tickets purchased through the Online Ticket Office or CP App.

Changing the name of the holder and/or their ID document is possible for tickets that can be exchanged and which have not been partially used or exchanged. This operation is free of charge and is available in the "Your tickets" area of cp.pt.

If there is an amount to pay - the amount paid in the initial transaction will be reversed to the account of the card used, and the new transaction debited from the card account you designate.

If there is a receivable - you will be refunded the difference to the card account used.

Promo Tickets can be exchanged.

TrainSharing tickets purchased at the ticket office can be exchanged, but those purchased at the Online Ticket Office, CP App and Helpline cannot be.

When requesting a ticket exchange at the CP ticket office or at the Travel Agencies, you must present the paper ticket and the identification document mentioned on it. Requests for changes to tickets presented in digital format or SMS will not be accepted.

Tickets can be exchanged up to 60 days after the date of travel indicated on the original ticket, subject to the availability of the desired train.

After the deadline of 15 minutes before the departure of the train from the passenger’s station of origin, requests for exchanges are not accepted.

Alfa Pendular, Intercidades, Regional, InterRegional and trip complement

Up to 15 minutes before the departure of the train from its departure station, whenever the assenger does not use the ticket for the time/train for which it was acquired, it is allowed to be refunded free of charge, on presentation of the request at any CP ticket office, or online, in the area "Your tickets" on cp.pt.

After this deadline, no requests for refunds will be accepted.

When requesting a refund at a CP ticket office for a ticket purchased at the Online Ticket Office or CP App, the ticket may be presented on paper, by SMS or at the CP APP. The original identification document indicated on the ticket must also be presented.

The amount to be refunded will be reversed to the card used for the purchase.

When requesting a refund at the ticket office, passengers must present the ticket on paper, SMS, or in the App and the identification document mentioned on the ticket.

These tickets are not refundable:

• Partially used return tickets;
• Round trip, where one of the journeys includes Promo;
• Promo Tickets or bought under the TrainSharing promotion. 

Coimbra Urban Trains

Tickets are non-refundable.

Promo Tickets are valid for all destinations if purchased 5, 8 or more days in advance (including the day of purchase and up to a limit of 60 days) before the travel date.

The discount is limited to the number of seats in the promotion available on each train, and cannot be accumulated with others in force.

The purchase or exchange of tickets purchased with a promotion is only guaranteed at the end of the purchase or change process, respectively. The price applied is displayed at every step of the sale or exchange, so if you do not wish to proceed because you were unable to purchase ticket(s) with a promotion, you must cancel the process.

The new date of travel must be 5, 8 or more days away (including the day of purchase and up to a limit of 60 days) from the time of the exchange when exchanging promotional tickets to be able to enjoy the discount again (limited to the number of promotional seats available on each train).

Outside these periods and conditions, the exchange is made for a ticket without a discount, and the respective price difference will be charged.

Tickets purchased on promotion can be exchanged but are non-refundable.

Return tickets, where one of the journeys includes a promotion, are not refundable.

Special offer tickets can be reissued, but not refunded.

Return tickets where one of the legs of the journey includes the special offer, cannot be refunded.

TrainSharing discount tickets are valid only for return journeys, made on Tuesdays, Wednesdays, and Thursdays, to all destinations and in any class on the Alfa Pendular and Intercidades services.

The discount does not apply on Tuesdays if Monday is a public holiday or on Thursdays if Friday is a public holiday.

Applies to groups of 3 or 4 people travelling together, on both outward and return journeys, for the same day, train, class and origin/destination, benefiting from a 40% or 50% discount, respectively.

TrainSharing tickets are non-refundable, cannot be exchanged and cannot be combined with other discounts or promotions.

TrainSharing tickets purchased at the ticket office can be exchanged, but those purchased at the Online Ticket Office, CP App and Helpline cannot be.

In the CP/Zoo and CP/Yellow bus products, you have to print the voucher to be able to use the other services (Zoo admission and access to the Yellow bus buses).

Bicycles can be carried on all Intercidades trains of the:

• Northern line (Lisbon – Oporto / Guimarães / Braga / Viana do Castelo), Beira Alta line, Beira Baixa line, Alentejo (Lisbon Oriente / Évora) and Sul lines > Only 1 bike per passenger in the 2^nd class carriages is allowed. Each carriage has space for 2 bikes.

The transport of bikes is free on the Regional, InterRegional and Coimbra Urban Trains, subject to the available space. The transport of bikes is also free on the Oporto Urban Trains.

Please check all the conditions to transport bikes on board our trains.

Purpose 
CP - Comboios de Portugal, E.P.E. (hereinafter referred to as CP), as an entity responsible for the processing of the personal data provided to it, in accordance with Regulation (EU) 2016/679 of the European Parliament and the Council of 27th of April 2016, commonly referred to as General Data Protection Regulation (GDPR) and other applicable national and community legislation, has adopted the Personal Data Privacy Protection Policy disclosed in this document, establishing the way it collects, stores and processes the Personal Data, ensuring its confidentiality and safety. 

This Personal Data Privacy Policy applies to all personal information collected, processed and stored by CP through the several existing forms and channels.

When accessing areas which require personal data, referred to as “Personal Data”, the service user (hereinafter referred to as data subject) shall be aware of this Personal Data Privacy Policy and the Terms and Conditions of use and service provision of CP. The access to the Online Ticket Office is only possible through the user registration (myCP).  

For the purpose of item 1 of article 8 of the GDPR, i.e., with regard to the direct service offering of the so-called information society, CP ensures that no personal data is requested from persons under 16, except if the prior express consent of the corresponding representatives – whether they are parents, tutors or guardians - had been obtained. Such representatives shall be aware of this Personal Data Privacy Policy.

Data protection and privacy principles
The processing operations carried out by CP comply with the fundamental principles of data protection and privacy, which ensure the proper functioning of the processes, the trust with customers and partners, as well as the public image:  lawfulness, impartiality and transparency, purpose limitation, data minimisation, accuracy, retention limitation, integrity, confidentiality and transmission. 

Lawfulness foundations
CP assures that all personal data are legally processed, i.e., subject to a strict compliance with the lawfulness foundations imposed by the GDPR.  This lawfulness foundation exists when at least one of the following situations occur:  The data subject gives his/her consent to one or more required purposes; if an agreement is concluded, of which the data subject is part of, or to pre-contractual steps requested by the data subject; to the compliance with a legal obligation to which the person responsible for the processing is subject; for the defence of the data object’s vital interesses; for the performance of tasks carried out in the public interest or public authority; for the purpose of the legitimate interests of the person responsible for the processing.

Purpose of the processing
The Personal Data transmitted by the data subject through the different means of interaction with CP is intended to one or several of the following purposes:

1. Conclude a transport agreement and manage the contractual relationship established, including the validation, supervision and gathering of official reports;
2. Handle and respond to information requests, suggestions and complaints; 
3. Delivery of lost objects;Provide the SIM service (Integrated Mobility Service, made available to disabled persons); 
4. Receive spontaneous applications and recruitment procedures;
5. Enhance the browsing experience in the website cp.pt and App CP (cookies);
6. Provide information related to changes or occurrences with the provided services (e.g.: traffic changes);
7. Make available information regarding the products and special offers of CP and its partners, sending of newsletters and implementation of contests;
8. Conduct customer satisfaction surveys;
9. Respond to service assessment questionnaires;
10. Manage the relationship with the customer (e.g.: personalised services);
11. Customer segmentation to improve the service offering or fees and loyalty programmes, in accordance with tastes and preferences of use of the provided services;

(for the purposes mentioned in items 1 to 5, the consent of the Data Subject is not required, in accordance with paragraph b) of item 1 of article 6 of the GDPR)

Cookies Policy
In order to provide a more personalized service, the website cp.pt uses cookies to collect and store information. A cookie is a small information file that is stored on the user’s device (e.g.: Computer, cell phone) and allows to remember previous choices, dates and visits. That is, they save the user’s preferences regarding the use of the website, personalising his/her experience so that it is not necessary to reconfigure the website in each visit.

Type of cookies used

Essential cookies
Some cookies are needed to access specific areas of the website.  They allow you to browse the website and use its applications, such as accessing safe areas of the website through login.  Without such cookies, the services that require them cannot be provided.

Analytical cookies
These cookies gather information regarding your use of the website, such as the pages you visit the most.  Such data can be used to help optimise our Internet pages and make browsing easier.  These cookies do not collect information related to your identity. All information collected by these cookies is aggregated and, therefore, anonymous.

Functional cookies
These cookies allow the website pages to save the options made by the user while browsing. That is, they save the user’s preferences regarding the use of the website, so that it is not necessary to reconfigure the website in each visit.

Advertising cookies
These cookies help measuring advertising effectiveness.  However, they do not identify the user.

In most cases, the cookies are deleted when you close your browser (session cookies).  Some cookies are more persistent and remain in your browser until they expire or until you delete them.

You can change the definitions of your browser to block or delete cookies, or to warn you every time a new cookie is stored on your computer, enabling you to decide if you accept it or not.  If you decide to block or delete our cookies, you may not be able to access all our services and it may have some impact on the performance of our website in your system.

You can find more information regarding the setting of each type of browser (e.g.:  Firefox, Chrome, Explorer, Opera) in the corresponding institutional websites.

Consent
The Personal Data transmitted by the Data Subject may require his/her express consent, in accordance with the intended purpose. In such cases, the data subject freely gives his/her consent in a specific, informed and explicit way, in each of the means of interaction with CP.  

The data subject may always require the withdrawal of any of his/her consents for the corresponding processing. The withdrawal can be carried out through the website, in the personal area myCP, or through the filling of a specific form to be delivered in our sales points upon unambiguous identification of the data subject.  The consent withdrawal, regarding a certain personal data processing, does not compromise the lawfulness of the processing already carried out based on such consent.

Protection and safety
CP undertakes to adopt administrative, technical, physical and organisational measures which ensure the safety, integrity and privacy of the data subject’s personal data, appropriate to the risk of each processing and consistent with the practices established in the European Union.  Such measures are applied to protect the personal data against its dissemination, improper use, non-authorised access or the loss, change or destruction, as well as any other form of unlawful processing. 

Partners and subcontractors who have access to personal data shall be obliged to adopt the safety, organisational and technical protocols and measures required to the protection of such data.

The data used to make payments, particularly regarding credit/debit cards, are provided directly in the platforms of the corresponding service providers.  CP does not have access to such data.

The data subject ensures that the personal data he/she provides is true and accurate and undertakes to notify any change thereof.  Any damage caused to CP or to any third party due to the provision of incorrect, inaccurate or incomplete information in the registration forms, is the sole responsibility of the person who introduced or provided such information.

The data subject undertakes to not disclose his/her username and password.  If he/she decides to share such data with someone, he/she shall be responsible for all activities performed in his/her personal area of myCP.

Transmission to third parties 
The provision of information or services by CP may, eventually, lead to the transmission or access to the personal data by partners or subcontractors.  CP ensures that it will only resort to entities that offer adequate guarantees for the implementation of appropriate technical and organisational measures, so that the data processing ensures the compliance with the applicable legislation.  The categories of partners and subcontractors include:

• Other railway operators;
• Transport operators complementing the railway service;
• Car rental companies;
• Housing units;
• Customer services and ticket sales (Travel agencies, Helpline);
• E-mail services;
• IT services, particularly application management and administration and infrastructure provision;
• Audit services and similar;
• Payment services and fraud control.

The provided data may also be transferred to official entities, in compliance with legal obligations.

CP only transfers personal data to entities located in countries outside EU, in compliance with legal obligations, or if the compliance with national and community legal standards is ensured.

CP does not sell, buy or markets personal data, in any way.

Links
In its website, CP includes links to other Internet pages or to resources managed by third parties, including its partners.  

CP assumes no responsibility for the content, accuracy, availability and privacy practices of such Internet pages or external resources.  CP does not accept, nor is liable, directly or indirectly, for damages, losses or violations caused by, or perceived to be caused by, or related to the use of such Internet pages or external resources.

Data subject rights
The legislation of data protection grants to the data subjects the right to information regarding the purposes and processing of their data, the right to access, correct, delete and restrict the processing, and the right to transfer their data and contest automated individual decisions.  

To exercise the abovementioned rights, the data subject shall contact the Data Protection Officer of CP (protecaodado@cp.pt).

If the customer only provided his/her personal data through myCP, the deletion of his/her registration implies the deletion of the corresponding data. However, the deletion of myCP registration means that it is not possible to access the corresponding personal data and the purchases made. In this case, all after-sales operations (e.g.: revalidation/refund) shall be carried out in person in a ticket office or in the customer service office. 

The data subject may also submit a complaint to the competent national supervisory authority.

Personal data storage period
When there is no specific legal requirement, the Personal Data shall be stored for no longer than is absolutely necessary, in order to comply with their purposes.  The period during which the data is stored depends on the purpose for which the information is processed.

Contacts
The data subject may contact us for any questions regarding the application of the General Data Protection Regulation by CP, through the website page of Customer Information/Contacts, the e-mail protecaodado@cp.pt or by mail sent the Data Protection Officer, CP- Comboios de Portugal, Calçada do Duque, nº 20, 1249-109, Lisbon, Portugal.

Privacy policy changes
In order to ensure the adequacy of the document, CP may change at any time this Privacy Policy, without prior notice and with immediate effect.   Such changes shall be properly advertised on the website and ticket offices and, if needed, requested the renewal of the knowledge and consent.

This Privacy Policy was updated on 15th of May 2018.