Travel Safely

CP would like to thank all Customers who must travel for the trust you place in our company and reinforce that your and our employees’ health and safety is our priority.

Check here the information on the measures CP is taking to ensure your safety.

 

You must adopt these very important rules to ensure that everyone travels safely:

  • If you feel ill, do not travel
  • Avoid travelling at peak times, if possible
  • Purchase tickets from digital channels and vending machines
  • Wash or disinfect your hands before the journey
  • Use all boarding doors uniformly
  • Before boarding, wait for the other customers to disembark the train
  • Use a mask. It is mandatory for passengers aged 10 or over.
  • Do not leave used masks and gloves on the train
  • Cover your mouth and nose with your arm when coughing or sneezing
  • Maintain the safety distance
  • Before disembarking, do not get up from your seat too early
  • Wash or disinfect your hands after the journey

All customers are responsible for complying with these rules. By adopting them, you protect yourself and others.

Check here the detailed information on COVID-19.

The offer of trains has been adjusted by restoring the planned offer from May 4, for Urban, Regional and InterRegional trains.

The Long Distance (Alfa Pendular and Intercidades) offer continues to be adjusted in accordance with the exceptional regime for citizens to exercise their right to travel within national territory.

The international trains - Sud Expresso, Lusitânia Comboio Hotel and Celta – are not circulating since March 17, 2020.

The tourist programs are suspended until May 31.

Check our offer here.

Alfa Pendular and Intercidades

Regionais and InteRegionais 

 

Lisbon Urban Trains 

 

Oporto Urban Trains


Coimbra Urban Trains

From May 18, 2020 the commercial rules associated with requests for refunds and revalidation of unused tickets, for Alfa Pendular, Intercidades, Regional and InterRegional services, will be restored.

Given the exceptional nature of the current situation, ticket refund conditions have been adjusted, offering flexibility to customers who wish to cancel their Tourist train journeys.

National trains

  • Promo tickets purchased from March 20 and May 17 on the Online Ticket Office or at CP App can be refunded directly at cp.pt.
  • Refunds requested by using the form must be accompanied by a scan of the ticket(s) and your Name / Address / IBAN /NIF for the respective refund.

International trains

  • The tickets valid for the trains Sud- Express, Lusitânia Comboio Hotel and Celtic Train purchased before March 26, to travel between March 18 and April 11, will be refunded at the ticket offices or online through the form on the CP website, with the scan of the ticket and respective invoice and indication of Name / Address / IBAN / NIF.

Interrail passes

  • The Interrail passes without discount issued by CP and not yet used are refunded in 100% of the value of the pass, at the CP ticket offices with international service, and upon delivery of the original Pass.

  • Promotional Interrail passes purchased during March, and which were originally non-refundable, will be refundable at 85% of the amount paid, upon delivery of the original Pass. For this purpose, applications shall be made at the international service ticket offices, by filling in the "Compensation Request for Delay" form, indicating Name / Postal Address / IBAN / NIF.

  • Customers with partially used passes who have been forced to stop their journeys should apply for a refund directly to Eurail through customerservice@eurail.com

From May 18, 2020 the commercial rules associated with requests for refunds and revalidation of unused tickets, for Alfa Pendular, Intercidades, Regional and InterRegional services, will be restored.

If you really must travel, purchase your tickets here. For urban service tickets use the vending machines.

Under the terms of the State of Calamity decreed, up to two thirds of the seats on the Alfa Pendular and Intercidades trains are available for sale, thus ensuring a safe distance for all passengers during their journeys.

In all stations, customers must purchase their tickets and validade them.

Lisboa Viva Card – Changes of issue/delivery

The process of requisition and delivery of Lisboa Viva cards has the following changes:

  • Urgent request for issue is unavailable.
  • The card delivery time may be longer than 10 working days.
  • Alternatively, we recommend you to request it online through the Viva web page. 

Expired Lisboa Viva Cards - extended expiry date

Under the COVID-19 Contigency Plan, the Lisboa Viva cards which have expired after February 23, 2020, may continue to be loaded at the following locations:

  • Viva Portal
  • ATM
  • Lisbon Metro vending machines
  • Transtejo/Soflusa vending machines
  • Pagaqui AGENTS
  • Mobile VIVA points of sales

This measure also applies to the renewal of Social +, 4_18 and sub-23 profiles, the validity of which has expired after February 23, 2020, in these cases the loading must be done exclusively at the ATM or at the Soflusa/Transtejo automatic vending machines.

For both situations, the extension will be valid until June 30, 2020.

In compliance with Decree Law no. 2-A/2020, priority is given to the service, in the first instance, to:

Persons subject to a special duty of protection

  • Over 70 years old
  • Immuno-depressed and chronically ill, including those with hypertension, diabetics, cardiovascular disease, chronically ill respiratory disease and cancer patients

  • Accompanied by small children

Health Professionals

Elements of the security forces and security, protection and rescue services, personnel of the armed forces and social support services

In accordance with safety and hygiene rules, a safety distance of 2 metres between persons must be guaranteed.

Our ticket offices hours have been adjusted. Protect yourself: avoid handling cash and pay by ATM.

Check here our ticket offices hours:

We are aware of the concern our Customers feel about the possibility of contagion by COVID-19.

We want to share with you detailed information about what we have been doing and what measures we have taken.

A thorough sanitation, cleaning and disinfection of the trains was carried out, which includes an additional spray with a suitable product that lasts one month.

CP purchased electric sprayers were, which allow the disinfection of trains, through the rapid and effective application of a long-acting virucidal product, recommended by the Directorate-General of Health.

All trains are disinfected before circulating.

This operation to reinforce the cleaning and disinfection of trains targets all common spaces and surfaces shared by Customers, such as seats, rods, windows, tables or luggage compartments, as well as bathrooms and driving cabins.

Check at YouTube CP

The bar and restaurant service of the Alfa Pendular and Intercidades trains (meal service, cafeteria and bar) is suspended. The distribution of headphones and magazines is not carried out either.

The transport of bicycles is forbidden on all trains.

If you wish to make a suggestion or complaint you may do so under Contacts or Complaints Book.

In order to reinforce the protection of CP Customers and Employees, CP informs you that according to art. 35º-I of Decree-Law no. 20/2020, of May 1st, the obligation to provide the existing Complaints Book at the points of sale has been suspended.

The delivery/receipt of the Forms of Suggestions/Complaints is also suspended, for everyone's safety.