Information about refunds

Unused tickets

  1. Whenever a passenger does not use the ticket at the time/train for which it was purchased, it may be refunded by submitting a request at any CP ticket office or online in the "Your tickets ’ area at cp.pt, for tickets purchased via the Online Ticket Office and CP App, up to 15 minutes before the train starts its journey. No refund requests will be accepted after this deadline;
  2. Refunds for tickets paid for by bank card will be made exclusively 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 through the Online Ticket Office or CP App, the ticket can be presented on paper, by SMS or on the CP APP. The original identification document indicated on the ticket must also be presented. Refunds of these tickets is processed by bank reversal 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 are not refundable.


Cancellation of journey for a reason attributable to CP

  1. Passengers are entitled to a full refund if, for reasons attributable to CP, the train is more than 30 minutes late on departure;
  2. The refund prevents the use of the ticket that paid for it;
  3. The refund request must be made within 30 days of the delay;
  4. The refund is not applicable if the passenger:
    • Embarks and starts the journey;
    • Acquires the ticket and/or validates it after the delay has been announced;
    • Uses the ticket behind the request for reimbursement.


Compensation for delays on arrival for reasons attributable to CP

  1. Without losing the right to transport and if the passenger does not exercise the right to a refund, when there is a delay of 60 minutes or more on arrival at the station for which the ticket is valid, attributable to CP, the passenger is entitled to compensation for the full price of the ticket;
  2. No compensation is payable when:
    • The passenger was informed of the delay before purchasing the ticket;
    • The amount payable is equal to or less than €4;
    • The delay resulting from continuing the journey on a different service or re-routing is less than 60 minutes.
  3. Reasons not liable to compensation
    Delays or cancellations due to the following situations are considered reasons not attributable to the operator and therefore not compensable:
    • natural disasters (storms, avalanches, floods, landslides, falling rocks, among others);
    • strikes;
    • changes to the itinerary due to works, announced in good time;
    • fires originating outside the facilities or infrastructures, but which affect traffic;
    • terrorist attacks;
    • sabotage to rolling stock or installations;
    • demonstrations or public order problems;
    • interruption of service by court or government order;
    • interruption of service due to occupation of the track by people, animals, vehicles or other things.


Regional and InterRegional Passes
Passes can be refunded up to 00:00 on the first day of validity, with a fee of 20% of the value. The card used for topping up and the original top-up slip must be presented.


Green Rail Pass
The Green Rail Pass cannot be refunded.

Tickets 
Tickets are non-refundable.


Passes
CP only exchanges passes purchased at its ticket offices. If the Customer has purchased their pass from another transport operator, they should contact that operator to resolve the situation.
For returns/refunds involving passes loaded/purchased at the Multibanco and Portal Viva/Navegante, passengers should go to the Customer Assistance Office in Rossio or Cais do Sodré. 

  1. Before the start of validity or within 15 minutes of the sale: the total value of the pass is returned upon presentation of the Navegante Card and delivery of the original loading slip;
  2. After the start of validity: passengers must present the Navegante Card and hand in the original loading slip.
    • CP 30-day passes - from the 1st day of validity (inclusive), refunds will only be made if the passenger pays the daily usage fee of 12.5% of the price of the ticket for each day of validity elapsed;
    • Fixed-month Navegante passes - only changes from Municipal Navegante to Metropolitan Navegante are authorised. Changes from Municipal Navegante to another type of Municipal Navegante are not permitted. There is no daily usage fee. 

When payment is made by bank card, any refund will only be made to the card used for the purchase. Failure to present the original bank card will make this impossible.

Tickets 
Tickets are non-refundable.
For tickets bought from the Online Ticket Office and CP App as a travel supplement, see refund conditions.


Passes
Passes cannot be refunded.

Tickets 
Tickets are non-refundable.
For tickets bought from the Online Ticket Office and CP App as a travel supplement, see refund conditions.


Passes
Passes can be refunded until 00.00 on the first day of validity, with a fee of 20% of the value. The card used for topping up and the original top-up slip must be presented.

Unused tickets

Requests for refunds of tickets issued by CP and RENFE ticket offices (except for tickets purchased with a credit card) are accepted, provided they are requested up to 5 minutes before the train's departure, subject to the deduction of a refund fee of 10%, except for the following fares:

  • flexible ticket: 5%;
  • child ticket: 15%;
  • return ticket: 40%.

Refunds for tickets issued by CP for which payment has been made by bank card will be made exclusively to the card used for the purchase. Failure to present the card makes this operation impossible.


Compensation for non-fulfilment of the transport service contract on the Celta train
You are entitled to compensation for late arrival at your destination in the following situations:

  • Delays between 15 and 29 minutes - 25% refund;
  • Delays between 30 and 59 minutes - 50% refund;
  • More than 1 hour - full refund.
  1. When calculating compensation for one of the journeys on a return ticket, 50% of the face value of the ticket is taken into account;
  2. Only amounts equal to or greater than €4 will be refunded;
  3. The following situations are considered causes of force majeure and, therefore, not covered:
    • natural disasters (storms, avalanches, floods, landslides, rock falls, etc.);
    • strikes;
    • change of itinerary due to works announced in good time;
    • fires originating outside the facilities or infrastructures but which affect traffic;
    • terrorist attacks;
    • sabotage to rolling stock or installations;
    • demonstrations or public order problems;
    • interruption of service by a court or government order;
    • interruption of service due to occupation of the track by people, animals, vehicles or things.
  4. To be entitled to compensation, the passenger must present the duly certified ticket.
  5. Passengers who purchase tickets after the delay has been announced are not entitled to compensation. If they bought their ticket in advance, they can:
    • give up on the journey and request a refund, being entitled to 100% of the value of the ticket;
    • make the journey and then claim the compensation to which they are entitled.
  6. Claims must be made no later than 3 months after the journey has taken place.

Tickets for these trains cannot be refunded.

Eurail or Interrail Pass holders must submit their delay claim to the Eurail Group at GIE www.eurailgroup.org.