FAQ
Find the answer to your questions about travelling by CARRIS. If you can't find the information you want, please contact us.
Transport tickets
Does a child aged 4 (inclusive) have to purchase a ticket?
Yes. All passengers aged 4 and over (inclusive) must have a valid ticket: a Navegante card 4_18 or an occasional ticket.
Up to 3 years old (inclusive), they are entitled to travel on the CARRIS free of charge, without a transport ticket, as long as they are accompanied by an adult. If proof is required, simply present the child's identification document.
I purchased an on-board fare. Can I change vehicles and use them?
No. The on-board fare is exclusive to the trip on which it is purchased.
What is the difference between an Onboard Fare and a Pre-purchased Title?
An Onboard Fare is exclusively purchased on board the vehicles and sold by the Crew Member and is only valid for the same journey.
The Pre-purchased Title is a title that is loaded on a support card 7 Colinas/ Navegante, before any trip.
I mischarged my 7 Colinas/ Navegante card, can I cancel the shipment?
No. The 7 Colinas/ Navegante cards once loaded do not allow cancellations.
I misloaded a Municipal Navegante, may I trade for another Municipal Navegante?
You can request the exchange until the expiration date of the title (until the 30th or 31st of the previous month). You must do it in the place where the sale was made (only places with face-to-face service).
After the beginning of validity of the title, it is not possible to exchange one Municipal for another, only one Municipal for one Metropolitan.
Can I trade a Municipal Navegante for a Metropolitan Navegante?
Yes. The exchange of a Municipal Navegante for a Metropolitan Navegante purchased at the ATM can only be done in a customer support office of an operator, until the 25th of this month.
What is the deadline for loading the monthly pass?
These titles are available for sale from the 26th of the previous month and until the 25th of the same month.
Is there a minimum or maximum number of associated cards in Family Metropolitan Navegante?
No. The Family Metropolitan Navegante does not limit the number of cards assigned to a given family provided that the mandatory conditions are met, and at least one aggregate consists of three elements. If you need to, you can use more than one application form.
How and where can I ask for the Navegante School card?
To learn how to join Navegante School card visit the Lisbon City Council page .
Primary schools that are interested in joining, can contact via email dmm.depm@cm-lisboa.pt .
The general public should ask for more information through the navigational address@cm-lisboa.pt .
What is the difference between the Navegante School card and the Navegante card with Child profile?
The Navegante School card allows free access to the transport network, identifies the student, school and group, gives free access to various EGEAC equipment and the first issue is free.
The Navegante card has an emission cost, allowing only access to the transport network.
My student lost the Navegante School card. How should I proceed?
Go to a CARRIS Shop and request a 2nd route. The 2nd and the rest have an associated cost.
Does the Navegante School card allow you to charge the Family Metropolitan Navegante pass?
Yes. The Navegante School card can be associated with the household that adheres to the Family Metropolitan Navegante pass and load the monthly title.
What is VIVA Go and what is it for?
VIVA Go is a mode that allows you to travel in postpaid, being necessary to associate your Navegante card to a bank account where direct debit will be made.
For more information visit the Occasional Journeys page or the VIVA Portal
Navegante card
I lost my Navegante card, what now?
If you lost your card in one of our vehicles, talk to us here.
If you don’t know where you lost your card, communicate the loss or misplacement so that it can be annulled. This communication must be made in person at one of our shops, in order to confirm your identity.
You will have to request a new card in our Shops and Kiosks, for the price in force, and ask for the transfer of the monthly title you had loaded.
In case your card is associated with Viva GO, you will also have to contact the SIBS customer service line 808 20 12 51 OR 217 918 780 so that the card can be blacklisted, not allowing the validation of the trip in the VIVA Go payment method.
Do I need a photo to renew my Navegante card?
Yes, the photo is mandatory to renew the pass, unless you choose the Pass service in 15 minutes.
My Navegante Card doesn’t work, I have to pay for a new one?
If your Navegante card does not work, go to a CARRIS Shop.
If the card is in perfect condition, and within the warranty period (2 years), the replacement is free of charge.
If the card shows any damage resulting from misuse, the customer must pay for the issuance of a new card.
I turned 65, I have to make a new card?
No. You just need to go to a CARRIS Shop, present your card and change your profile. The card must be valid and in perfect condition.
Invoices
How can I request an invoice for an onboard fare?
To request an invoice for an Onboard Fare, complete the form on this page by attaching the image of the purchased Onboard Fare. The invoice will be sent by e-mail.
I did not ask for an invoice with a taxpayer number when I purchased the pass. Can I still do it?
No. The invoice request with the taxpayer number has to be made at the time of purchase.
CARRIS Services
I am a user with reduced mobility. How can I travel on CARRIS?
Discover all the alternatives on the page dedicated to the transport of people with reduced mobility.
Can I carry a bicycle or an electric scooter on buses and trams?
You can transport a bicycle in the affected routes to the Bike Bus service.
It is not permitted to carry electric scooters in CARRIS vehicles.
Are animals allowed to be transported on CARRIS?
It is permitted to carry assistance dogs and animals duly wrapped. Transport containers shall be transportable as "hand luggage" and placed in the places reserved for that purpose.
The transport of dangerous or potentially dangerous animals shall not be permitted.
Can I transport large volumes on CARRIS?
Small baggage may be carried in the designated places provided that it does not disturb or harm other passengers or damage vehicles. Maximum dimensions (cm): 55 x 40 x 20.
Incident
I want to report an incident. What should I do?
Contact us by filling out the form, selecting the subject option "Incident", indicating: date of occurrence, place (direction), description of occurrence, indication of enrollment of those involved and other relevant information for the analysis of the same.
Shipments of tickets at the ATM
How does the ATM charge work?
The ATM charging and selling system is managed and is the responsibility of the TML company. For more information see https://www.portalviva.pt/ or contact for contacto@portalviva.pt
Pushchairs transportation
Can pushchairs be carried on buses and trams?
Yes, it is possible to carry open pushchairs (as long as the child is being carried) in all vehicles, and as long as there are no physical impediments (door widths, poles, etc.).
How should pushchairs be transported on buses and trams?
The pushchair should be placed on the centre platform, immediately behind the last seat on the left, facing the rear and leaning against the seat or the specific backrest, if there is one. If necessary and the vehicle has an access ramp and/or “side kneel”, these devices should be used.
What rules must be observed when transporting pushchairs on buses and trams?
Access is limited to one open pushchair per vehicle.
Whenever the pushchair is not being used to transport the child, it must be closed and transported as luggage.
Access to the open pushchair through the exit door does not exempt the accompanying adult from purchasing or validating a transport ticket.
The pushchair must never be left unattended.
Whenever there is a need to transport a passenger in a wheelchair, and if the pushchair is occupying the seat reserved for this purpose (without the child being transported), it must be closed and transported as luggage.
