Special Needs Customers
We guarantee access for all disabled passengers who use rail transport at the stations and on the trains.
Customers with Special Needs means anyone who has limitations that require personalised support to ensure equal access to CP trains.
This includes any person with permanent or temporary limitations, such as motor, sensory or intellectual limitations, as well as elderly or frail, those travelling with children on their laps or in prams, and pregnant women.
SIM is provided on all trains and at all stations for customers who do not use wheelchairs or mobility scooters. Still, it must be booked in advance for all special needs passengers who use them, subject to the stations appearing on the List of Stations with SIM for people in wheelchairs or mobility scooters.
SIM customers must make their request at least 6 hours in advance. Furthermore, the request must be made by 8 p.m. the day before for trains departing between 10 p.m. and 11.59 a.m.,
For trains with seat reservations (Alfa Pendular and Intercidades) it is compulsory to buy a ticket in advance, and you must give the SIM service booking you booking reference.
You can request the SIM by:
- Helpline - (available 24 hours a day, every day of the year) 808 100 746 ((price of a local call according to your tariff, with a maximum of €0.07 + VAT for the first minute and €0.0277 + VAT for each subsequent minute on weekdays from 9 a.m. to 9 p.m. or €0.0084 + VAT from 9 p.m. to 9 a.m., weekends and public holidays, as defined by Anacom);
- Customer Assistance Offices - see Contacts for locations ande times;
- SIM Request Form, available 24 hours a day. CP services will receive and analyse the request via the form, then contact the Customer to inform them whether or not it is possible to provide the SIM. Requests always need to be analysed and confirmed, without which CP cannot say that the service will be provided.
If you need information check out the SIM Procedure Manual.
*Calls from abroad at international rates (+351) 210 900 032
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.
We have created the position of Advisor for Special Needs Passengers to bolster the confidence of these passengers and continuously improve the services we provide.
The Advisor's main duties are to advise the company on practices that defend and promote accessibility to CP's services for everyone with special needs, analyse obstacles and define priorities to adopt measures that make mobility an acquired right.
Meet CP's new Advisor for Special Needs Passengers here, from January 2024.
Contact us:
CP – Comboios de Portugal
Calçada do Duque, n.º 20
1249-109 Lisboa
Portugal
