Special Needs Customers

We have an Advisor for Special Needs Customers, whose job it is to boost the confidence of these customers and continually improve the services the company provides.

The main tasks of the Adbisor for Special Needs Customers, lieutenant colonel António Neves, involve advising the company about practices that defend and promote accessibility to CP services by all special needs citizens, drawing up lists of access obstacles and defining priorities in the adoption of measures that make mobility an acquired right.

Contact us:

apoiocliente@cp.pt
CP – Comboios de Portugal
Calçada do Duque, n.º 20
1249-109 Lisboa
Portugal

The Integrated Mobility Service is specially aimed at Reduced Mobility Customers

Reduced Mobility passengers can get information from* 808 100 746 (808 100 SIM)(cost of national call) 24 hours a day about the following:

• Access to our trains and stations;
• Access to equipment such as ticket vending machines and sales points with tickets;
• Sales terms and conditions;
• Other services aimed at these passengers;
• Reduced Mobility Passenger adviser,
• Other information points and sending suggestions;
• Help planning your journey, offering you better comfort and safety with suggestions about origin/destination and trains with accessibility;
• Asking for assistance on boarding, during the journey and deboarding;
• Registering and requesting Integrated Mobility Service.

If you need information check out the SIM Procedure Manual.

*Calls from abroad at international rates (+351) 218 050 653

We have reduced the SIM request lead-time from 12 hours to 6 hours, making the experience of people with reduced mobility simpler and quicker.

If you want to request assistance for boarding or deboarding trains, you have to request this service in advance. You can make the request by calling the Customer Care Line or by email:

• By phone - 808 100 746 *(808 100 SIM) (cost of national call).
  Calls from abroad at international rates (+351) 219 023 487
• By SIM Request Form

Your email request will be analysed by CP services who will contact you to say if the service you want is possible or not. All requests have to be analysed and confirmed, otherwise CP cannot ensure provision of the service.

For further details, please contact: (Portuguese)

• SIM Procedure Manual;
• List of stations with SIM for wheelchairs and mobility scooters.

What is it?
It's an agreement between CP – Comboios de Portugal and the INR – National Rehabilitation Institute to minimise the mobility difficulties of passengers with limited autonomy. The agreement lets any disabled person with a disability of 80% or more to get a 75% discount off the full price when they buy transport tickets. These passengers can also get a ticket for an able-bodied companion at 25% the full price for the same train, class and route.
It also allows people who have a disability of 60% or more, but less than 80% to get 20% off tickets for any journey. 

What services is it valid on?
The agreement is valid for any route in Turística/2nd class on Alfa Pendular, Intercidades, Regional, InterRegional and urban trains.  

How can I take advantage of this agreement?
You have to show your ”Medical Multiuse Disability Certificate” or “Armed forces disability card”.
To buy the 25% off ticket for the companion, they must not have any kind of disability that limits their mobility.

Alfa Pendular and Intercidades prices rounded up to the nearest 50 cents.

On sale from: The tickets can be bought from the Online ticket office, Customer care line or CP ticket offices.

Comments:
The benefits of this agreement do not cover the free use of any other service.
Cannot be used in conjunction with any other discounts or special offers.