PRODUCTION AND OPERATIONDEPARTMENTCUSTOMER PROCEDURE MANUALINTEGRATED MOBILITY SERVICE- SIM

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JUNE 2022

PRODUCTION AND OPERATIONDEPARTMENT

1. WHAT IS THE SIM?
The Integrated Mobility Service (SIM) is a service CP provides through theCustomer Care Line - 808 100 746 (cost of a call to the national fixednetwork) or through a SIM Request Form on cp.pt to help Customers withSpecial Needs, available 24 hours a day, every day of the year.

The CP SIM service provides boarding and disembarkation support toCustomers with Special Needs who wish to use the train.
2. SPECIAL NEEDS CUSTOMERSA Special Needs Customer is anyone who wants to use the train but faces
accessibility limitations.
The permanent or temporary accessibility limitation may be because they
have motor, sensory or mental disability, are elderly or physically frail,
have a young child a child on their lap or in a stroller and are pregnant.

3. SIM USE CONDITIONS SIM is provided on all trains and at all stations to Customers who
do not use a wheelchair (See 3.1).
 SIM is free and compulsory for all Special Needs Customers whouse a wheelchair and for all other Special Needs Customers whowant help when boarding and disembarking. CP does notguarantee a trip with a wheelchair or mobility scooter tocustomers who do not request the service.

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PRODUCTION AND OPERATIONDEPARTMENT

 The assistance CP provides does not include baggage transport oraccompanimentinbasiclife

activities.

 After CP confirms the request for assistance, the customer is
responsible for purchasing their ticket.
 The Special Needs Customers will always be received in therailway area, next to the train. Any alteration to these conditions
will be agreed upon with the customer when the process is closedby CP.
 SIM is provided under normal operating conditions, excluding
strike periods, track closures, scheduled replacement bus
services and other situations that may limit the provision of railtransport.

3.1. SPECIAL NEEDS CUSTOMERS WITH WHEELCHAIRS AND
MOBILITY SCOOTERS The SIM service is provided at the stations and on the trains
shown in the list of stations in Annex I.
 SIM customers must make their request at least 6 hours inadvance for trains departing after 12h00. The request must bemade by 8 pm the day before for trains that depart before 11:59
am; in other words:■

The request must be made at least 6 hours in advancefor trips made between 12 pm and 8 pm■

The request must be made by 8 pm the previous dayfor trips between 8 pm and 11:59 am.

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PRODUCTION AND OPERATIONDEPARTMENT■

For logistical reasons, the deadlines indicated above
may be exceeded if the customer is advised in advance.

 SIM is provided in the stations and services included in the List ofStations with SIM for Wheelchairs and Mobility Scooters, and insome stations, there are time restrictions for boarding anddisembarking, as shown on that list.
 CP does not guarantee a trip for customers with a wheelchair or
Scooter who do not request the service; Customers must always operate their electric wheelchairs ormobility scooters without the intervention of CP employees.
Manual wheelchairs are always pushed by CP employees forsafety reasons (the applicable regulations prescribe a muchsteeper slope on station access ramps than on building ramps).

 Only customers with folding manual wheelchairs can board theIntercidades trains, given the width of the doors and corridors.
Customers will have to transfer to a special chair to board thetrain and, once inside the carriage, transfer to the seat on thetrain they have reserved. They may only use the 2nd classcarriages since the first-class seats have fixed armrests, notfolding ones. Please note that the carriages do not have toilets
with universal access.
 CP employees always guide boarding and disembarkation, andthe Customer cannot operate the ramps or elevators CP uses.

3.1.1 SIM CUSTOMERS ARE ONLY ALLOWED TO BOARD ANDDISEMBARK IF THEY HAVE:

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PRODUCTION AND OPERATIONDEPARTMENT■ Manual wheelchairs, provided they do not exceed 1200mm x700mm (ground occupancy).
■ Electric wheelchairs provided that they do not exceed 1200mmx 700mm (floor area) and the customer and the wheelchair
together do not weigh more than 300kg.
■ 4-wheel

mobility scooters, provided they do not exceed

1200mm x 700mm (floor occupation), the customer and thewheelchair together do not weigh more than 300kg.
■ 3-wheel mobility scooters or wheelchairs (only allowed on theAlfa Pendular service), provided they do not exceed 1200mm
x 700mm (ground occupation), the customer and thewheelchair/scooter together do not weigh more than 300kg.
■ Invacare LEO model, 1220x590mm - is allowed on the Alfa

Pendular, Lisbon urban trains (except the Cascais line) andPorto urban services.
■ Othermobility

Scooters

that,despite

exceedingthedimensions given above, were subjected to tests and approved
by CP (as provided in point 5. of this manual).

4. REQUESTING SIM SERVICES
The service must be requested in advance and can be booked through theCustomer Care Line or through the Digital SIM Form, available at cp.pt.

Customer Care Line - (+351) 808 100 746 (*808 100 SIM)

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PRODUCTION AND OPERATIONDEPARTMENT

The SIM Helpline 808 100 746 (*808 100 SIM) Provides information on■

Accessibility to CP trains;■

Accessibility to equipment such as Ticket Vending Machines andto the points of sale to purchase tickets;■

Specific commercial conditions for disabled people;■

Counsellor for Special Needs Customers;■

Other channels available to get information or send suggestions(www.cp.pt/Clientes com necessidades especiais; chat).

■

Help the CNE plan the trip with the best comfort and safety;■

Register and send SIM requests to CP;

Before registering a request on a Digital SIM Form, the Helpline must:■

Check where the passenger is going to and from, as well as theiraccessibility (last column of the List - information from IP Infraestruturas de Portugal), which are given in the List of Stations withSIM for Wheelchairs and Mobility Scooters.

■

Check if the service (Urban, Regional, Interregional, Intercidades, Alfa
Pendular) you want is provided at the origin and destination stations.
For example: If you want to travel from Lisbon Santa Apolónia toAlverca, you can choose Urban or Regional services since they
serve both stations.

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Check the timetable of your trip at cp.pt/passageiros/pt/consultarhorarios.

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Confirm whether the trip is direct or you have to change trains.

■If you have to change, check if the transfer station is on the List ofStations with SIM for Wheelchairs and Mobility Scooters.

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Regardless of whether you make a single or return trip, you must fillout just one Digital SIM Form.

CP will assess the Digital SIM form and contact the Customer to inform■them of the possibility of providing the SIM service. Requests must be
analysed and confirmed, without which CP does not guarantee toprovide the service.
5. EXCEPTIONSSuppose a Special Needs Customer has a wheelchair or mobility scooter
that exceeds the defined dimensions and is not included in the exceptionsin point 3.1.1, last paragraph. In that case, its use in CP services mustbe subject to compatibility analysis with the manoeuvring space insidethe train.
If the wheelchair or mobility scooter model is approved, it will be includedin the list of exceptions given in point 3.1.1, last paragraph.
These requests do not have a deadline to be answered.

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