Train Delays – What Are My Rights?

Are you traveling by train and there was a delay? We've prepared everything you need to know about train delay situations.

We include your rights as a passenger, ways to safeguard them, and compensations for train delays or cancellations in Portugal.

Whether due to weather conditions, technical failures, or other constraints, trains can experience delays. This can cause significant inconveniences to our daily lives.

Passenger Rights in Train Delays

Know your rights as a CP passenger in cases of train delays.

In the case of Alfa Pendular, Intercidades, Regional, or InterRegional, if CP notifies that the train is running with a delay of more than 30 minutes, for reasons attributable to them, the passenger is entitled to a full refund of the ticket price. To be valid, the refund must be requested within 30 days.

For the urban lines of Lisbon, Porto, and Coimbra, in all other cases of disruptions or cancellations: CP must refund the full ticket to passengers.

Still on urban lines, passengers can opt for the so-called “fulfillment of the transport contract”. This includes rerouting to the destination by another means of transport or exchanging the ticket for another train.

What must CP guarantee to passengers?

Legally, in addition to compensations for delays, CP must ensure some responsibilities towards passengers. They are:

• Dignified transport of passengers and their luggage;
• Guarantee of equal access to transport, without any discrimination;
• Accessibility and assistance, at no additional cost, to people with disabilities or reduced mobility, at any stage of ticket sales, or the journey itself;
• Clear information about passenger rights, train schedules, and ticket prices;
• Refund of the ticket at the customer's request, up to 15 minutes before the train's departure;
• Ensure assistance and support to passengers in case of significant delays;
• Compensate passengers based on the damage caused, such as lost time, trip cancellation, or lost luggage;
• A quick and accessible system for submitting and handling complaints.

Do you have questions about your rights as a CP passenger? Do not hesitate to contact our customer service.

Conclusion

Regarding train delays, it is essential that passengers are aware of their rights when facing train delays or cancellations in Portugal.

CP has the responsibility to ensure a dignified, equal, and accessible transport service. This includes all passengers, regardless of the circumstances leading to the delays.

Passenger rights include full refunds of the ticket price when the delay in Alfa Pendular, Intercidades, Regional, or InterRegional trains is over 30 minutes for reasons attributable to CP.

On the urban lines of Lisbon, Porto, and Coimbra, any disruption or cancellation of trips should result in a full ticket refund.

Additionally, CP must ensure clear information about passenger rights, schedules, and ticket prices. Accessibility and assistance to people with disabilities or reduced mobility must be ensured at all stages of the journey.

The company must also provide appropriate assistance and support in case of significant delays and compensate passengers according to the damages caused.

Ultimately, an efficient system for submitting and handling complaints must be available. Ensuring that passengers receive adequate compensation when facing inconveniences due to train delays or cancellations.

These rights and responsibilities aim to ensure a fairer and smoother travel experience for all users of the railway service in Portugal.