Train Journeys for Passengers with Specific Needs

The SIM – Integrated Mobility Service is intended for passengers with specific mobility needs (CNE).

• The service is provided on all trains and at all stations for passengers who use wheelchairs or mobility scooters.
• For passengers who use a wheelchair or mobility scooter, the SIM is available at the stations listed in the List of Stations with SIM.

 

Booking rules

• Passengers with specific mobility needs who use a wheelchair or mobility scooter must book the SIM.
• Passengers must make the request at least six hours in advance.
• For trains departing between 10.00 p.m. and 11.59 a.m., the request must be submitted by 8.00 p.m. the previous day.
• On trains with compulsory seat reservations (Alfa Pendular and Intercidades), you must purchase your ticket before submitting your SIM request.
• If, for any reason, CP cannot provide the service, CP will refund the cost of the tickets purchased.

 

How to request the SIM

You can request the service via:

• Customer Care Line – 808 100 746 (available 24 hours a day, every day).
  • Local call rate: max. €0.07 + VAT for the first minute and €0.0277 + VAT per subsequent minute (weekdays, 9.00 a.m.–9.00 p.m.); or €0.0084 + VAT (remaining hours, weekends and public holidays).
• Customer Assistance Centres – see locations and opening hours at Contacts.
• SIM Application Form – available 24 hours a day, every day. CP will review and confirm the application and will contact the customer subsequently.

 

For further information, please refer to the SIM Procedures Manual.

See all the information about the Discount for Specific Needs Passengers.

Alfa Pendular Service

• 2 seats reserved per train for customers using wheelchairs.
• Boarding and alighting with an access lift (maximum weight: 300 kg).
• Accessible toilet available.

Intercidades Service

• Transport of manual wheelchairs is allowed, provided they are foldable.
• Boarding/alighting with station portable lifts.
• Due to space limitations, after boarding it is necessary to transfer to the train’s wheelchair and then to the seat.
• The customer’s wheelchair is stored folded during the journey.

Regional Service

Lines:

• Coimbra – Aveiro – Porto;
• Entroncamento – Coimbra;
• Lisbon – Covilhã – Guarda;
• Lisbon – Tomar;
• Lagos/ Faro/ Vila real de Santo António.

Boarding/alighting with built-in lift (up to 350 kg).

Accessible toilet available.

Coimbra – Figueira da Foz Urban Service

• Travelling with a wheelchair is allowed.
• Boarding/alighting with built-in lift (up to 350 kg).
• Accessible toilet available.

Lisbon and Porto Urban Services

• Travelling with a wheelchair is allowed.
• Boarding with an approved ramp (up to 300 kg).

Important note:
Not all stations have accessibility facilities.
It is recommended to confirm in advance via the CP Customer Service Line – 808 100 746 (available 24/7, every day of the year; call cost according to Anacom tariff).

• Douro Line – Except for the Porto – Marco de Canaveses urban service, which is accessible to wheelchairs.
• Alentejo / Évora Line.
• Leste Line – Regional services Entroncamento – Badajoz.
• Oeste Line – Regional services Lisbon – Caldas da Rainha – Coimbra.
• Vouga Line – Regional services Aveiro – Sernada do Vouga – Espinho.
• Alentejo Line – Regional services Casa Branca – Beja.

 

(1) Intercidades Service – Allows transport of customers in manual wheelchairs, provided they can be folded. For boarding and alighting, station portable lifts will be used.

Due to limitations in access dimensions to the seats, after boarding it is necessary to transfer to the train’s wheelchair and then to the seat.
The customer’s wheelchair will be stored folded during the journey.

They travel free of charge and without a muzzle, in accordance with the provisions of Decree-Law No. 74/2007 of 27 March 2007.
Assistance dogs must remain free of illness, aggression, poor hygiene, or any other abnormal behaviour that could cause concern for the safety and physical well-being of people or animals, and they must behave in a way that maintains the normal running of the location in question.
The same conditions apply to assistance dogs in training, provided they are accompanied by their trainer or foster family. Foster families are defined as those who take in assistance dogs during the animal’s socialisation and adaptation phase to living with humans and who are accredited as such.
Requests for documentation for assistance dogs should include the following items:

• A specific card and badge (attached to the animal in a clearly visible place), issued by the national or international assistance dog training organisation, stating that they are accompanied by the trainer and indicating the trainer’s name;
• Identification document for the trainer or foster family (ID card or passport);
• The animal’s up-to-date vaccination record, which must include the animal’s Electronic Identification Code (microchip) or the Companion Animal Identification Document (DIAC);
• Third-party liability insurance covering damage caused to third parties by assistance dogs.

We created the position of Counsellor for Specfic Needs Passengers, with the aim of strengthening the confidence of these passengers, with a view to continuously improving the services provided by the company. 

The priority functions of the Counsellor for Specific Needs Passengers are to advise the company on practices that defend and promote accessibility to CP's services for everyone with specific needs, contributing to the inventory of access obstacles and defining priorities in the adoption of measures that make mobility an acquired right. 

Contact us.