Refund Information

Refund of unused tickets

1. Whenever the Customer does not use the ticket for the time/train for which it was purchased, a free refund is allowed from any CP ticket office or online, in the "Your tickets" area at cp.pt, for tickets purchased through the Online Ticket Office and CP App, up to 15 minutes before the train starts its journey. After this deadline no refund requests are accepted.
2. Refunds for tickets bought using a bank card will only be made to the card used for the purchase. Failure to present the card makes this operation impossible.
3. 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 refund of these tickets is processed by bank chargeback to the account associated with their purchase.
4. Partially used tickets (use of part of the journey or return journey on a return ticket), tickets purchased in TrainSharing mode, Promo Tickets and return tickets where one of the journeys includes the Promo Ticket discount cannot be refunded.

See here the Exchange Information

Cancellation of trip for reasons attributabe to CP (unchanged)

1. Passengers are entitled to a full refund of the fare if, for reasons attributable to CP, the train is more than 30 minutes late at departure.
2. The reimbursement means the ticket cannot be used.
3. The refund request must be requested within 30 days after the.
4. The refund is not applicable if the passenger:

• Embarks and starts the journey;
• Acquires the ticket and/or validates it after the delay is announced;
• Uses the ticket they have asked to be refunded.

Compensation for delay in arrival due to reasons atributable to CP

Without loss of right to transport and if the passenger does not exercise the right to a refund when there is a delay of 60 minutes at the arrival, attributable to CP, the passenger has the right to a full refund.

No compensation is payable when:

• The passenger was informed of the delay before purchasing the ticket;
• The amount payable is €4 or less;
• The delay resulting from the continuation of the journey on a different service or re-routing is less than 60 minutes;
• The passenger has a pass or other type of ticket except for a single ticket.

Reasons not eligible for compensation:

Delays or cancellations due to the following situations are considered not attributable to the operator, and therefore not subject to compensation:

• natural disasters (storms, avalanches, floods, landslides, falling stones, among others);
• strikes;
• change of itinerary due to works, announced in due time;
• fires originating outside the premises or infrastructure, but which restrict traffic;
• terrorist attacks;
• sabotage on rolling stock or installations;
• demonstrations or problems of public order;
• interruption of service by judicial or government order;
• interruption of service due to occupation of the road by people, animals, vehicles or things.

Passes and Flexipasses – Intercidades, Regional and InterRegional

Passes and Flexipasses exchanges are not allowed for Regional, InterRegional and Intercidades services.

Tickets

Tickets are non-refundable. 

See here the Exchange Information

Passes

CP only exchanges or returns/refunds tickets purchased at its points of sale. If the passenger has purchased their pass from another transport operator, they should contact that operator to resolve the situation.

For exchanges or returns/refunds involving tickets purchased through Multibanco and Viva Portal, passengers should go to the Customer Support Office at Rossio or Cais do Sodré.

1. Before the beginning of validity or within 15 minutes after the sale: the Customer will be refunded the total amount of the title, upon presentation of the Navegante Card and the original receipt.
2. After the start of validity:

Passengers must present the Navegante Card and hand in the original receipt.

• CP 30-day passes - from the 1st day of validity (inclusive), refunds will only be made if the passenger supports a daily usage fee of 12.5% of the price of the ticket for each day of validity.
• Fixed-month Navigator Passes - only exchanges from Municipal Navigator to Metropolitan Navigator are allowed. Exchanges from Municipal Navigator to another type of Municipal Navigator are not allowed. No daily use fee is charged.

Refunds paid by bank card will only be made to the card used for the purchase. Failure to present the card makes this operation impossible.

Tickets

Tickets are non-refundable.

Please see the Refund Conditions tab for tickets purchased at the Online Ticket Office and CP App as an add-on to a trip.

See here the Exchange Information

Passes

Passes cannot be refunded.

See here the Exchange Information

Tickets

Tickets are non-refundable.

See here the Exchange Information

Passes

Passes can be refunded until 00h00 on the first day of validity, a fee of 20% of the value is applied.

See here the Exchange Information

Refund for unused tickets

Refund requests are accepted for tickets issued by CP and RENFE ticket offices (except for tickets purchased using a credit card), so long as they are requested up until 5 minutes before the train leaves, minus a 10% refund fee, except on the following fares::

• Flexible ticket: 5%;
• Child's ticket: 15%;
• Return ticket: 40%.

The refund of tickets issued by CP and paid with a bank card is made exclusively on the card used in the purchase. This operation is not possible without presenting the card.

Refund for breach of Celta train transport service agreement

There is a right to a refund in the following situations:

• To calculate the compensation for one leg of a return journey, consider 50% of the ticket's face value.
• Only values equal to or greater than 4 euros shall be refunded.

• The following are considered as Acts of God and so no compensation is due:
  • natural catastrophes (storms, avalanches, floods, landslides, fallen rocks, among others);
  • strikes;
  • route changes due to engineering works, announced in advance;
  • fires starting outside the premises or infrastructures but which limit circulation;
  • terrorist attacks;
  • sabotage to the rolling stock or premises;
  • protests or problems of public order;
  • interruption of services by government or judicial order;
  • interruption of services die to people, animals, vehicles or other objects blocking the track.
• In order to have the right to compensation, passengers must present a ticket signed by the ticket inspector or similar attesting to the delay.
• Passengers who acquire their tickets after being alerted to the delay do not have any right to compensation. If they had bought their ticket in advance , they can:
  • desist from travelling and ask for a refund, in which case they have the right to 100% back;
  • make the journey and later ask for the compensation they have the right to.
• The requests have to be presented within 3 months after the journey was taken.
• Eurail and InterRail pass holder are covered by the specific provisions for those products.

Circulation suspended.

Passengers can ask for a refund of tickets issued by CP and by RENFE ticket offices (only paid in cash), so long as they are requested up until 5 minutes before the train leaves, minus a 10% refund fee, except on the following fares:

• Flexible ticket: 5%;
• Promo + ticket: 30%;
• Return ticket: 40%;
• Promo tickets cannot be refunded.

After the train has left the tickets cannot be refunded.

The refund of tickets issued by CP and paid with a bank card is made exclusively on the card used in the purchase. This operation is not possible without presenting the card.

Refunds for failures in the Sud Express transport service agreement

• There is the right to a refund in the following situations:

• All the compensation factors are accumulative, but cannot exceed 100% of the price of the ticket and supplements.
• To calculate the compensation for one leg of a return journey, consider 50% of the ticket's face value.
• Only values equal to or greater than 4 euros shall be refunded.
• The following are considered as Acts of God and so no compensation is due:
  • natural catastrophes (storms, avalanches, floods, landslides, fallen rocks, among others);
  • strikes;
  • route changes due to engineering works, announced in advance;
  • fires starting outside the premises or infrastructures but which limit circulation;
  • terrorist attacks;
  • sabotage to the rolling stock or premises;
  • protests or problems of public order;
  • interruption of services by government or judicial order;
  • interruption of services die to people, animals, vehicles or other objects blocking the track.
• In order to have the right to compensation, passengers must present a ticket signed by the ticket inspector or similar attesting to the delay.
• Passengers who acquire their tickets after being alerted to the delay do not have any right to compensation. If they had bought their ticket in advance , they can:
  • desist from travelling and ask for a refund, in which case they have the right to 100% back;
  • make the journey and later ask for the compensation they have the right to.
• The requests have to be presented within 3 months after the journey was taken.
• Eurail and InterRail pass holder are covered by the specific provisions for those products.