Questions and Answers

Passengers need to show one of the following documents: identity card, driver’s license, work card, regional work council card, or password.

In order for a child under the age of 12 to board, you need to show the child’s identity document and a document proving your status as the child’s guardian, in accordance with the Statute on Children and Adolescents.

Only original documents or authenticated copies are accepted.

People under the age of 18 need to show their birth certificate or identity card to board the train, in accordance with the Statute on Children and Adolescents (decree 8,069).

Under-12s must be accompanied by a parent or legal guardian, and you need to show the child’s identity document and a document proving your status as the child’s guardian.

When unaccompanied by a parent or legal guardian, under-12s can only embark if they show an authorization letter from the Child and Youth Protection Court. Only original documents or authenticated copies are accepted.

The limit per passenger is 35 kg. You can split up this limit between more than one bag, but make sure you don’t exceed it.

Yes, but only in person. You need to go to one of the points of sale at least six hours before the train is due to depart, in accordance with railroad transport regulations. You should take your ticket or voucher to your nearest ticket office to cancel it. If you have problems canceling a ticket, please call the “Alô Ferrovia” helpline on 0800 285 7000.

No, you can’t.

If you bought the ticket with a credit card, the cancelation will be carried out by the card operator and your refund will appear on your next statement. Only the owner of the card may cancel a purchase. To do this, go to your nearest point of sale. If you used a debit card or cash to buy the ticket, you will be refunded in cash.

You should go to a train station ticket office and give the following details: your name, identity card number, CPF number, and email address or purchase code number. If the nearest station doesn’t have a ticket office, you should call the 24-hour “Alô Ferrovia” helpline on 0800 285 7000 in advance.

The ticket loses its validity and no refund is given.

Yes, you can. If buying on the internet, the purchaser (the person who has registered on the website) should carefully fill in the details of the other people who will be traveling in the appropriate space. At the ticket office, passengers need to show their identity document to obtain their ticket.

The sales period is the same as for the train station ticket offices and accredited points of sale: you can buy tickets up to 60 days in advance of your trip. You can buy tickets no later than three hours before the scheduled departure time.

Yes, you can. You can buy tickets up to three hours before the scheduled departure time.

You must collect your ticket at the train station you’ll be departing from at least 30 (thirty) minutes before you embark, As a result, we recommend arriving at the station one hour early to avoid any problems.