Exchange / Revalidation Information

Tickets 

Up to 30 minutes after the sale, in case of a mistake in the purchase of tickets, cancellation is allowed, provided that it is requested at the ticket office of the station where the ticket was purchased. 

Up to 15 minutes before the train leaves the home station on the ticket. Unlimited free exchanges are also allowed within 120 days after the date of purchase. All conditions of the journey can be changed, namely a change of category, origin/destination, time and/or train date and the passenger's name and ID card.

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, up to 15 minutes before the train leaves the home station on the ticket.

The exchange of tickets for which payment has been made with a bank card is made upon presentation of the card used for the purchase. Failure to present the card makes this operation impossible.

If the exchange results in a price difference, the refund and/or respective charge is processed by CP at the ticket office, except in the following case:

• Tickets issued by Travel Agencies, if there is a refund, it will be done in the Agency that issued the ticket.

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 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.

The exchange of a ticket can be made 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 train leaves the home station on the ticket, requests for exchanges are not accepted.

Passes and Flexipasse - Intercidades, regional and InterRegional

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

Tickets

Requests for exchanges are not accepted except in case of mistake in the purchase of tickets and provided that it is requested within 30 minutes after the sale and only at the ticket office of the station where the ticket was purchased, under the following conditions:

• the ticket must not have been validated;
• the Viva Viagem card must be in good condition for the CP system to detect the type of ticket and all the sales data;
• submission of the original ticket loading slip;
• If the exchange results in a price differential, the refund or charge will be made, as the case may be.

After the 30-minute period, no exchanges will be accepted. 

Note: in cases where the station ticket counter is closed, passengers should make the desired journey with the ticket they purchased. If the ticket purchased by mistake does not allow the passenger to make the intended journey, they must purchase a new ticket. In case of interruption of circulation, passengers who have validated a single ticket (whole, half or quarter) are entitled to a trip of equal value, to be provided at the ticket office of the station where the ticket is validated and on the same Viva Viagem card, by delivering the original recharge receipt of the validated ticket at the ticket office.

For the remaining tickets (10 trips, Tourist Ticket, Zapping, Family Ticket...) or if the station ticket office is closed, the request for a travel top-up must be made in writing through the Refund Request Form, accompanied by a scan of the ticket top-up receipt.

Passes

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

For exchanges or returns/refunds involving tickets purchased through Multibanco and the 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: passengers will be refunded the total amount of the ticket, upon presentation of the Lisboa Viva Card and the original receipt.
   
   
2. After the start of validity:

Passengers must present the Lisboa Viva Card and the original receipt.

• CP 30-day subscriptions - from the 1st day of validity (inclusive) refunds will only be made if the passenger supports the payment of 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 

Requests for exchanges are not accepted except in case of mistake in the purchase of tickets and provided that it is requested within 30 minutes after the sale and only at the ticket office of the station where the ticket was purchased, under the following conditions:

• the ticket must not have been validated;
• the occasional ticket card must be in good condition so that the CP system can detect the type of ticket and all the sales data;
• delivery of the original invoice/ticket loading slip;
• If the exchange results in a price differential, the respective refund or charge will be made.

After the 30-minute period, no exchanges will be accepted. 

Please see the Refund Conditions tab for tickets purchased at the Online Ticket Office and CP App as a travel complement,

Passes

A monthly change of origin and destination is allowed at any ticket office, upon payment of a €5.00 fee, before the date of the ticket's validity:

• if the new price is lower, the passenger will be entitled to the price difference.
• if it is of a higher value, the passenger will bear the difference.

Payments made by bank card are only returned to the card used for the purchase. Failure to present the card makes this operation impossible (only applies to purchases made at the ticket office).

Tickets

Requests for exchanges are not accepted except in case of mistake in the purchase of tickets and provided that it is requested within 30 minutes after the sale and only at the ticket office of the station where the ticket was purchased, under the following conditions:

• delivery of the original invoice/ticket loading slip;
• If the exchange results in a price differential, the respective refund or charge will be made, as the case may be.

After the 30-minute period, no exchanges will be accepted. 

Passes

Coimbra Urban passes cannot be exchanged.

Reissue requests (alteration of travel date or class), are accepted for tickets issued by CP, by RENFE ticket offices (only those paid in cash) and tickets issued by other rail companies so long as the request is made until 5 minutes before the train leaves.

Tickets are reissued for free, except Promo + ticket, which are subject to a 20% discount.

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

Promo cannot be reissued.

Reissue requests (alteration of travel date or class), are accepted  for tickets issued by CP, by RENFE ticket offices (except for ticket bought using a credit card), so long as the request is made until 5 minutes before the train leaves.  

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