Terms and Conditions Online Ticket Office
You can buy tickets for Alfa Pendular, Intercidades, Regional, InterRegional, Coimbra Urban Trains and Porto urban trains at the Online Ticket Office up to 60 days in advance or up to 15 minutes before the train leaves your station, and get various discounts and promotions.
You can also request a mobility card (CP Card physical and digital version) and Navegante Card through the Digital Mobile Key.
See here for the General Terms and Conditions for use of the CP card.
At cp.pt, there is also a myCP Customer Area, where you can exchange and get refunds for your purchases and reservations, view your consents, and consult the support requests made after your registration.
Before purchasing tickets, please see the Notices.
- Name: CP – COMBOIOS DE PORTUGAL, E.P.E. (hereinafter referred to as “CP”)Headquarters: Calçada Do Duque, 20, 1200-433 Lisbon
- Tax number: 500 498 601
- Email: institucional@cp.pt.
- Telephone:
- National calls: 210 900 032
- (Price of a call to the landline network according to your tariff);
- International calls: +351 210 900 032
- (Price of a call to Portugal according to your tariff);
- 808 line: 808 109 110
- (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 working days 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).
You can obtain additional information about the Website through our Legal Notice.
These Online Ticket Office Terms and Conditions apply to the use of cp.pt by its visitors (hereinafter referred to as "Users"), as well as to any commercial transaction carried out by them.
Any booking made on cp.pt implies the User’s acceptance of the Online Ticket Office Terms and Conditions.
CP reserves the right to change these Online Ticket Office Terms and Conditions without prior notice, and any changes will be published on "cp.pt". Changes to the Online Ticket Office Terms and Conditions will only apply to purchases made from the day after their publication on "cp.pt".
The reproduction, transfer, distribution or storage of the content on cp.pt without the prior written authorisation of CP is prohibited for any purpose other than strictly personal use.
CP reserves the right to change the information and any commercial offers relating to tickets, prices, promotions, commercial conditions and services at any time. These changes will only apply to tickets purchased after their publication on cp.pt and will not affect any purchases already in progress.
It is expressly prohibited to publish hyperlinks and/or links to cp.pt, regardless of the intended purpose, without the prior authorisation of CP. The use of the cp.pt domain for abusive purposes, without prior authorisation, will result in CP taking appropriate legal action. If you find hyperlinks on other websites that allow you to access cp.pt, CP has no responsibility for the origin of the page in question or its content.
CP expressly rejects any responsibility for advertisements and advertising campaigns that use CP brands without being carried out by entities duly authorised for this purpose.
CP bases its dealings with Users on contact through institutional channels specially created for this purpose and duly disclosed on cp.pt.
If you suspect the fraudulent nature of any interaction using the name CP – COMBOIOS DE PORTUGAL, E.P.E., or CP brands, you should under no circumstances access, confirm, or provide your personal data, including bank details, nor subscribe to any service offered to them. CP recommends that you do not click on any associated links and do not access any external websites. If you have any doubts about the authenticity of a communication referring to the names CP – COMBOIOS DE PORTUGAL, E.P.E., or CP brands, you should contact us using the contact details provided for this purpose at cp.pt.
CP will take all necessary and appropriate measures to deal with the misuse of its industrial property rights (including, but not limited to, its brand, logo and name), good name and reputation to protect its interests.
All contractual information is written in Portuguese, as is information on articles, email notifications and booking formalities, without prejudice to the same information being presented in other languages.
The term intellectual property is used in these Online Ticket Office Terms and Conditions to cover the concepts of copyright and related rights and industrial property rights.
The content of the texts, comments, works, illustrations, and images reproduced or represented on the Website is duly protected by the respective copyrights. Their use is only authorised for private purposes, without prejudice to more restrictive provisions, all in accordance with the Copyright and Related Rights Code. Any reproduction or representation of the Website, in whole or in part, as well as of the elements contained therein, in whole or in part, is strictly prohibited, under penalty of legal action against anyone acting in the manner described.
The trademarks, names and company names, as well as any distinctive signs appearing on cp.pt, are protected under the legal provisions applicable to industrial property. The reproduction or representation, in whole or in part, of these distinctive signs is strictly prohibited without the prior written authorisation of their respective owners.
CP only uses protected rights of third parties (trademarks, names, logos or company and service names) after obtaining the respective authorisation from their owner.
CP is not liable for any losses resulting from any interference, interruptions, computer viruses, malfunctions or disconnections of the operating system, or any other computer failure resulting from a force majeure event that may temporarily prevent Users from accessing, browsing or purchasing tickets.
CP is not liable for unforeseeable circumstances or force majeure resulting from unforeseen events or natural forces beyond human control, which cannot be avoided, or situations that make it impossible to fulfil the service that cannot reasonably be attributed or imputed to CP, namely in situations of natural disasters, terrorist attacks, war, epidemics, among others. Whenever this occurs, CP will take the appropriate and necessary measures to inform Users immediately and as soon as it becomes aware of the circumstances and foreseeable consequences of this impossibility.
Users undertake to comply with and respect this Legal Notice, namely:
a) To refrain from introducing, storing or disseminating through the website any content that is defamatory, obscene, offensive, xenophobic and/or of any other nature that violates the general principles of law and public order;
b) To keep their password for accessing the reserved area of cp.pt confidential and not to disclose it, to prevent third parties from accessing their account, which is personal and non-transferable;
c) Not to use false identities;
d) To provide correct personal data so that CP can process it appropriately, when necessary;
e) Users are expressly prohibited from transmitting messages or information that is offensive, misleading, defamatory, obscene, or that violates, in any way, the rights of third parties, as well as from making available any information that may be harmful to third parties, to the owner of the Website, or to the entity that operates it.
CP reserves the right to delete the accounts of Users who fail to comply with any of the above obligations.
Users are responsible for the accuracy of the data communicated to CP and undertake to communicate any changes to such data through the channels available at cp.pt.
You can consult CP's Privacy Policy regarding the processing of personal data on the Website at: Privacy Policy.
CP uses cookies or other files with similar functionality on its website. You can find additional information about them at our cookies policy.
You can purchase tickets on the CP website simply and securely:
- Through your myCP account:
- login with username and password.
- integrated login using: Google, Apple ID or Digital Mobile Key.
- As a guest, without the need to register – fill in the passenger details and provide a valid email address to which the tickets will be sent.
During the process, the User must follow all the steps shown on the screens until the purchase is complete.
To ensure the booking request is properly validated, the User must expressly accept the Online Ticket Office Terms and Conditions of Sale and Privacy Policy, and confirm that they are over 16 years of age. If this requirement is not met, the services cannot be provided.
CP keeps data intended to prove the contractual relationship. CP will keep the electronic documents through which the contract is formalised. This data will only be kept for purposes related to commercial transactions between the parties and, possibly, for profiling purposes if the User has given their consent to this effect.
During the purchase process, Users have 15 minutes to complete their transaction.
Once the purchase procedure is complete, Users can consult the information necessary to make the journey:
- In the PDF sent by email;
- In the SMS, if requested;
- In the "My trips" area of myCP, at cp.pt or on the CP App.
If you find an error, you can change your journey or request a refund for your purchase up to 15 minutes before the train's departure.
Tickets purchased online are personal and non-transferable and are only valid for the selected day(s) and trains. If you need to use another train, you must exchange your ticket in accordance with the terms and conditions. On the trains, you will need to prove your identity using the identification document mentioned at the time of purchase. On Porto urban trains, you will also need to present your ticket, either printed or in digital format.
If you hold a discounted ticket, you must present a valid document that entitles you to this discount (in the case of an age discount, any official document bearing your photograph and date of birth will be accepted). If you do not comply with the above conditions or if you present a ticket that has already been exchanged or refunded, it will be considered invalid. The passenger will be subject to the respective fine (as per the terms of Law No. 28/06 of 4 July).
In the case of reservations made through the Green Rail Pass, the holder of the reservation must present their CP card, in digital or physical form, for validation and inspection by the CP employee.
For tax purposes, the PDF ticket serves as a receipt. If you do not fill in the Name or Entity and Tax Identification Number fields in the ticket details for tax purposes, your ticket will be issued with the Tax Identification Number "End Consumer". After the ticket has been issued and up to 15 minutes before the train starts its journey, you can change all travel conditions, including changing or correcting tax details.
Users who purchase tickets to or from Porto-Campanhã or Lisbon Oriente, can use the Porto or Lisbon urban trains free of charge, respectively to travel between these stations and those of Porto São Bento or Lisbon Santa Apolónia, Roma-Areeiro, Entrecampos and Sete Rios. Customers travelling on the Lisbon/Faro/Lisbon route, with Pinhal Novo station as their origin or destination, can use Lisbon's urban trains along the entire Sado Line route.
In these situations, tickets are only valid for the specified routes, during the hour preceding the train's departure or up to one hour after the train's arrival, depending on the user’s origin or destination.
Customers with specific needs who require assistance boarding and alighting from the train should consult the SIM Integrated Mobility Service Procedures Manual and the list of stations equipped with SIM for Wheelchairs and Mobility Scooters. They should also ensure that they make a SIM reservation.
Payment for purchases is made in euros (€). At cp.pt, you can pay by:
- Credit cards: Visa, American Express, Mastercard.
- MB WAY;
- PayPal.
When purchasing from the CP Online Ticket Office using Visa and Mastercard payment methods, the User is making a 3-D Secure transaction.
The 3-D Secure protocol provides adequate security levels for online purchases, as it ensures that the User is responsible for the payment and is the legitimate holder of the card being used for the online purchase.
At the payment stage, a bank form is displayed where the User must enter their bank card details and authentication credentials, which only the cardholder knows. Most Portuguese banks choose to send codes via SMS to their customers, allowing them to authenticate transactions.
If the User has not yet linked their bank card to 3-D Secure, their transaction may be declined when using Visa and Mastercard payment methods. To sign up and determine which authentication method to use for your online purchases, please contact your bank.
Users can reserve a wheelchair space, available in Economy/2nd class on Alfa Pendular and Intercidades services. These spaces are intended for users with reduced mobility who use wheelchairs.
If the User requires a wheelchair space, they must make a separate purchase.
If the User purchases tickets for other customers at the same time, all seats will automatically be allocated as wheelchair seats. As there is a limited number of priority seats per carriage, the system may allocate seats in different carriages.
For all matters relevant to transport or after-sales that are not expressly mentioned in this document, the CP General Conditions of Transport.
Exchange of tickets for Alfa Pendular, Intercidades, Regional, InterRegional
Tickets can be exchanged free of charge up to 15 minutes before the train starts its journey. After this time, exchanges are no longer possible.
Tickets can be exchanged successively up to 120 days after the original purchase/reservation, subject to the availability of trains in the sales system (60 days). The exchange can also be made in advance of the date of travel.
All travel conditions can be changed, except for the return journey on return tickets, where the conditions of the outward ticket must be maintained. If an amount is to be paid, the amount paid in the initial transaction will be refunded to the card account used, and the new transaction will be debited from the card account you designate. If there is an amount to be received, the difference will be refunded to the card account used.
If you have a CP account, you can make the request online in the "My journeys" area at cp.pt / CP App, or at station ticket offices.
The change of the holder's name and/or respective identification document is available for tickets that are exchangeable and have not been partially used or exchanged. This operation is free of charge and is available in the "My journeys" section on cp.pt or through the CP App.
When the request is made at a CP ticket office, the ticket can be presented in paper form, by SMS or on the CP App, together with the identification document indicated on the ticket. Ticket exchange requests will not be accepted from customers who are not identified as shown on the ticket.
In the case of requests to exchange purchases made as a guest (without registration), you must enter the After-Sales area of the cp.pt website and provide the following information:
- Email address where you received the ticket
- Ticket number
You must also accept the Online Ticket Office Terms and Conditions of Sale, the Terms and Privacy Policy and confirm that you are over 16 years of age.
A validation code will then be sent to the email address used for the purchase, which you must enter before proceeding with the exchange or refund request.
This method of purchase only applies to individual tickets and does not cover the purchase of mobility cards or their top-ups.
Purchases made as a guest do not include customer support features such as access to the status of support requests.
Exchange of tickets for Coimbra Urban Trains and Porto Urban Trains
Exchanges are not permitted to these tickets.
In cases where tickets for these trains are purchased in addition to Long Distance trains, the after-sales rules for the higher category train apply.
Exchanges not permitted:
Due to their nature, exchanges are not permitted for:
- Tickets for Historical Trains;
- Vouchers;
- Trainsharing tickets;
- Green Rail Pass;
- Card requests;
- Reservations made with the Green Rail Pass cannot be exchanged, only cancelled.
Refunds for Alfa Pendular, Intercidades, Regional, InterRegional
Up to 15 minutes before the train departs from your station of departure, if you do not use your ticket, you are entitled to a full refund online, in the "My journeys" section at cp.pt, or at any CP ticket office.
In the case of refund requests for purchases made as a guest (without registration), the user must enter the After-sales area of the cp.pt website and provide the following information:
- Email address where the ticket was received;
- Ticket number.
You must also accept the Online Ticket Office Terms and Conditions of Sale, the Privacy Policy and confirm that you are at least 16 years old.
A validation code will then be sent to the email address used for the purchase, which must be entered before proceeding with the exchange or refund request.
Purchases made as a guest do not include customer support features such as access to the status of support requests.
Refund requests will not be accepted within 15 minutes of the train's departure from your boarding station.
When requesting a refund at a CP ticket office, the ticket can be presented in paper form, via SMS, or on the CP App, along with the original identification document indicated on the ticket.
The amount to be refunded will be credited to the card used for the purchase.
The following are non-refundable:
- Partially, return tickets (whether or not they have been partially used);
- Return tickets where one of the journeys includes a Promo discount;
- Promo tickets;
- Tickets for historical trains;
- Vouchers;
- Trainsharing tickets;
- Green Rail Pass;
- Card requests.
Refunds for tickets for Coimbra Urban Trains and Porto Urban Trains
These tickets are non-refundable.
In cases where tickets for these trains are purchased in addition to Long Distance trains, the after-sales rules for the higher category train apply.
- Reservations for Intercity trains with the Green Rail Pass
- 10% discount on return tickets;
- 50% discount for children;
- 25% discount for young people;
- Youth Card discount;
- Promotional ticket;
- Trainsharing discount;
- 50% discount for seniors;
- 50% discount for Gold Card holders;
- Commercial Agreements or CP/Companies Discount;
- Customers with Specific Needs;
- Tourist train pass.
The above tickets/discounts, or any others that may be created and advertised in the future, are subject to the specific conditions of purchase and validity published on the CP website.
For CP/Zoo and CP/Yellow Bus products, you will need to print the voucher to use the other services (entry to the Zoo and access to Yellow Bus services).
Transporting pets – Please consult the conditions for carrying pets.
Transporting bicycles and scooters – Their transport depends on the space limitations of each type of train. See the conditions.
All ticket purchases made through the Online Ticket Office are subject to Portuguese law and CP's General Conditions of Carriage. In the event of any discrepancy between CP's General Conditions of Carriage and the Online Ticket Office's Terms and Conditions, CP's General Conditions of Carriage shall prevail.
Regardless of whether the User is outside Portuguese territory, any disputes shall be settled exclusively by the Portuguese courts, and the User waives any other jurisdiction.
If a complaint from a User residing in Portugal or another European Union country relating to the provision of the contracted services is not considered by CP. In that case, the User may appeal to a competent Consumer Dispute Resolution Entity (RAL).
For further information, please consult the website of the Directorate-General for Consumers, which publishes an updated list of existing Alternative Dispute Resolution Entities (RAL) at RAL - Map (consumidor.gov.pt)
Updated on 22 September 2025.
