Information about refunds

See all the useful information about the refund conditions for the different services:

  1. If a passenger does not use the ticket for the train/date they bought it for they can get a refund from any CP ticket office or online if the tickets were bough through the Online ticket office and CP App, up to 30 minutes before the train starts its journey if they pay a €4.00 refund fee.
  2. If there is any reason of force majeure, you can even ask for a refund in the next two hours from the station that sold the ticket or at the station where you are to get on the train and you are refunded 50% of the ticket price and there is a minimum refund fee.
  3. The refund of online tickets is always processed through the bank.
  4. Partially used tickets cannot be refunded (use of one leg of a return journey), tickets that have already been reissued once, tickets purchased through TrainSharing, Promo Tickets and return tickets where one of the legs includes Promo Ticket discount.
  5. When requesting a refund at a CP ticket office of a ticket bought through the online ticket office, CP App or from as travel agency,a hard copy of the ticket must be presented, along with the ID document mentioned on the ticket and no requests are accepted for tickets in any digital format or sms.
  6. Passengers have the right to a 100% refund of the price they paid for the ticket if the operator is responsible for a delay of more than 60 minutes.
  7. The following do not have the right to the above mentioned refund:
    • passengers who travel for free;
    • passengers who do not have a valid ticket at the time of the delay;
    • passengers who buy their tickets after the delay has been announced;
    • passengers who get on and start their journey knowing about the delay;
    • passengers with passes or season tickets;
    • if the amount to be paid is less than €4.00;
    • any delay resulting from the continuation of the journey on a different or change over that is less than 60 minutes.

The request have to be made within 30 days of the journey, expected journey date. The amounts are paid by bank transfer.

  1. Tickets can be refunded so long as the refund is requested and the station that issued the ticket or where the passenger gets on the train, up to 30 minutes before the train starts its journey, with a 20% fee (the minimum fee is €1.50).
  2. The following do not have the right to the above mentioned refund:
    • passengers who travel for free;
    • passengers who do not have a valid ticket at the time of the delay;
    • passengers who buy their tickets after the delay has been announced;
    • passengers who get on and start their journey knowing about the delay;
    • passengers with passes or season tickets;
    • if the amount to be paid is less than €4.00;
    • any delay resulting from the continuation of the journey on a different or change over that is less than 60 minutes.

The request have to be made within 30 days of the journey, expected journey date. The amounts are paid by bank transfer.

See the refund conditions for tickets bought through the Online Ticket Office and CP App as an add-on to Alfa Pendular or Intercidades journeys here.

Refund of unused tickets

Passengers can as 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.

Refunds for failures in the Sud Express transport service agreement

  • There is the right to a refund in the following situations:
Compensation criteria
Delays Refund
Between1:00 and 1:59 25%
Between 2:00 and 2:59 50%
3:00 or more 100%

 

On-board service                 Refund
No heating / AC 50%
No bar / restaurant 25%

 

Change
(after start olf journey)

Refund
Sleepers

Difference between the price paid and the 2nd class or tourist seat price 

 

  • 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.
  • 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 1 month of the journey.
  • Eurail and InterRail pass holder are covered by the specific provisions for those products.

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%.

Refund for breach of Celta train transport service agreement

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

Compensation criterion
Delay Refund
Between 15 and 29 minutes 25%
Between 30 and 59 minutes 50%
1:00 or more

100%

 

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.
    • 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 1 month of the journey.
  • Eurail and InterRail pass holder are covered by the specific provisions for those products.

Tickets

Tickets cannot be refunded.

If a passenger makes a mistake when buying a ticket they can exchange it so long as they do so within 15 minutes and only at the ticket office in the station where they bought the ticket under the following conditions:

  • the ticket must not have been validated;
  • the Viva Viagem card has to be in a good state of repair so the CP system can detect the kind of ticket and all the sales data;
  • the passenger must hand over the receipt;
  • if there is a difference in price, this difference will be returned or charged accordingly.

Note: if the ticket office at the station where the passenger bought the ticket is closed, he or she should use the ticket for their journey if they can do so. If the ticket they bought by mistake cannot be used for the journey, they have to buy a new one. If services are suspended, passengers who have validated their tickets (full, half or quarter) have the right to a journey of the same price to be loaded onto their card at the station where they validated their ticket and on the same Viva Viagem card, if they show the purchase receipt of the validated ticket at the ticket office.

For other kinds of tickets (10-journey, Tourist Ticket, Zapping, Family Ticket…) or if the ticket office is closed, the request to recover the journey has to be made in writing using the Suggestion/Complaint form enclosing the ticket purchase receipt.

Passes, multi-operator and intermodal tickets

CP only makes exchanges or refunds of tickets bought through its sales points. If the passenger bought their pass through another operator, they must contact that operator to resolve the problem.

Foe alterations or refunds of tickets bought from cash dispenser (ATM) machines or through the Viva web site, passengers must go to a Customer Assistance Office in Rossio or Cais do Sodré. This does not include multi-opertor tickets with Rodoviária de Lisboa, Scotturb or Vimeca/LT which can only be exchanged or refunded by the respective operator.

Exchanges or Refunds:

Before the beginning of the validity or within 15 minutes of buying the ticket, passengers are refunded the full ticket-price, if they present their Viva Viagem card and the purchase receipt.

After the ginning of the validity:

The passenger has to present the Viva Viagem card and the purchase receipt.

  • Flexible 30-day passes – as of the 1st day of the validity (inclusive) refunds are only made if the passenger pays a daily usage fee of 12.5% of the price of the pass.
  • Fixed monthly passes – from the 1st to the 7th of the month, exchanges are only allowed for a pass or an equal or higher price so long as the new pass is the same kind and includes the same operators as the original pass. There is no daily usage fee. 

Occasional train tickets on the Oporto urban trains can be refunded under the following conditions:

  • up until 15 minutes after they are bought: if there was a mistake when buying the ticket, namely from ticket vending machines by mistaking the destination or the kind of ticket the passenger wants, so long as requested before the beginning of the journey and the ticket has not been validated;
  • after 15 minutes: if an urban service is cancelled over all or part of its route and the passenger does not accept the service alternatives proposed to complete the journey. 

See the refund conditions for tickets bought through the Online Ticket Office and CP App as an add-on to Alfa Pendular or Intercidades journeys here.