Tickets
Up to 30 minutes after the sale, if the passenger made a mistake in the purchase of tickets, you can cancel them at the ticket office of the station where the ticket was purchased, or online in the ‘Your tickets’ area at cp.pt, for tickets purchased via the Online Ticket Office or CP App.
Up to 15 minutes before train starts its journey, unlimited changes can also be made, free of charge, within 120 days of the date of purchase, subject to the availability of the desired train.
All the conditions of the journey can be altered, such as the change of category, origin/destination, train time and/or date, and the passenger's name, except for partial exchanges of a return ticket (exchange of outward or return journey only), which must maintain the conditions of the original ticket, i.e., the same origin/destination and discount, if applicable.
On a return ticket, it is not possible to change the outward journey to a date later than the return journey or to change the return journey to a date earlier than the outward journey.
The journey can be changed to an earlier date up to 60 days after the date shown on the original ticket, subject to the availability of the desired train.
The request can be made at the ticket office and online, in the ‘Your tickets’ area at cp.pt, for tickets purchased via the Online Ticket Office or CP App up to 15 minutes before the train starts its journey.
Tickets paid for with a bank card can be changed on the presentation of the card used for the purchase. Failure to present the card makes this operation impossible.
If the change results in a price difference, the refund and/or the respective charge will be processed by CP at the ticket offices, except in the following cases:
- tickets issued by Travel Agencies - if there is a refund, it will be made at the agency that issued the ticket.
Tickets purchased from travel agencies can be exchanged at the CP ticket office, where the paper ticket and the identification document mentioned on it must be presented. Requests for changes to tickets presented in digital format or SMS will not be accepted.
Promo tickets can be changed.
Tickets purchased on Omio.com, group tickets, and tickets purchased on board cannot be changed.
TrainSharing tickets can only be changed if purchased at the ticket office.
Less than 15 minutes before the train starts its journey, no changes are possible.
Regional and InterRegional Passes
Regional and InterRegional passes cannot be changed.
Green Rail Pass
Green Rail Pass cannot be changed
Tickets
These tickets cannot be changed, except in the event of a mistake in the purchase of tickets and provided they are requested within 30 minutes of the sale and only at the ticket office where the ticket was purchased, under the following conditions:
- the ticket must not have been validated;
- the Navegante card must be in good condition so that the sales system can detect the type of ticket and all the details of the sale;
- delivery of the original ticket receipt;
- if the change results in a price difference, the respective refund or charge will be made as appropriate.
Requests will not be accepted after 30 minutes.
Notes:
If the ticket office in the station where the ticket was purchased is closed, the passenger must make the journey with the ticket if possible. If the ticket purchased by mistake does not allow the desired journey, the passenger must buy another ticket.
In the event of a traffic stoppage, passengers who have already validated a single ticket (full, half, or quarter) are entitled to another journey of equal value, to be topped up at the ticket office of the station where the ticket was validated and on the same Navegante card, by handing in the original receipt of the validated ticket at the ticket office.
For other tickets (10 journeys, Tourist Ticket, Zapping, Family Ticket...) or if the ticket office at the station is closed, the request to top up the journey must be made in writing, using the Refund Request Form, which must be accompanied by the original ticket receipt.
Passes
CP only changes passes purchased at its ticket offices. If the passenger has purchased their pass from another transport operator, they should contact that operator to resolve the situation.
For changes involving passes purchased at the Multibanco and Portal Navegante, the passenger should go to the Customer Assistance Office in Rossio or Cais do Sodré.
- Before the start of validity or within 15 minutes of the sale, the total value of the ticket is returned upon presentation of the Navegante Card (formerly Lisboa Viva) and delivery of the original receipt.
- After the start of validity: the passenger has to present the Navegante Card (formerly Lisboa Viva) and hand in the original receipt.
- CP 30-day pass: 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 ticket's price 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, a 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 cannot be changed, except in the event of a mistake in the purchase of tickets and provided they are requested within 30 minutes of 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 ticket card must be in good condition so that the sales system can detect the type of ticket loaded and all the details of the sale made;
- delivery of the original receipt;
- if the exchange results in a price difference, the respective refund or charge will be made as appropriate.
When payment is made by bank card, any refund will be made exclusively to the card used for the purchase. Failure to present the original bank card will make this operation impossible.
Requests are not accepted after 30 minutes.
Passes
A monthly change of origin and destination is permitted at any ticket office upon payment of a €5.00 fee before the start date of the ticket's validity:
- If the exchange results in a price difference, the respective refund or charge will be made as appropriate.
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 cannot be changed, except in the event of a mistake in the purchase of tickets and provided they are requested within 30 minutes of the sale and only at the ticket office of the station where the ticket was purchased, under the following conditions:
- delivery of the original receipt;
- if the exchange results in a price difference, the respective refund or charge will be made as appropriate.
When payment has been made by bank card, any refund will be made exclusively to the card used for the purchase. Failure to present the original bank card will make this operation impossible.
Requests will not be accepted after 30 minutes.
Passes
Coimbra urban train passes cannot be changed.
Tickets purchased for these trains cannot be changed.
