Jornada Mundial da Juventude

Transport

How to get to Lisbon
Whether by airplane, train, bus or car, find out what your rights are when travelling.

Air travel
If you are arriving in Portugal by airplane, prepare your journey with our recommendations.

Before travelling:
• Check the validity of your identification documents and/or passport. Remember that all travel documentation, including the need for visas, vaccination certificates or tests, is the responsibility of the passengers;
• Be aware that there may be airport constraints, which may cause additional delays in security, customs and boarding procedures;
• Find out how far in advance you need to arrive at the airport. This information is available on the website of the airline operating the flight.

On arrival:
Problems with luggage: In case of delayed, destroyed, lost or damaged luggage, passengers must make their complaint before leaving the airport and keep the documentation made available to them. They must also present the complaint, in writing, to the airline operating the flight within 7 days in case of luggage damage or 21 days in case of delayed or lost luggage.
Travel cancelled, delayed or denied boarding: If your flight is cancelled by the airline, delayed by more than 3 hours on arrival or you are denied boarding without justification, the airline operating the flight is obliged to refund the unused ticket or provide alternative transport, provide assistance and compensation.
Be aware that your rights may vary depending on the situation (flight cancelled, delay, denied boarding, problem with luggage) and the distance between your destination and origin. You can simulate your rights as a passenger here: https://app.forbrukerradet.no/flyrett/pt/

Long-distance rail transport
Problems with luggage: If your luggage is partially or totally lost or if it is delivered late, you are entitled to compensation, the amount of which varies depending on whether or not you can prove the value of the loss. If the luggage is damaged, the passenger is entitled to compensation equivalent to the depreciation in value of the damaged luggage.
Travel cancelled or delayed: If a train is cancelled or arrives more than 60 minutes late, the consumer has the right to assistance and to request reimbursement or re-routing, which may vary according to the situation. In case of disruption to travel, if passengers are not offered an option in due time, they have the right to independently organise alternative public transport and be reimbursed for the cost of the additional ticket by the carrier.
Find out more about your rights as a passenger on the ECC Portugal website.

Bus transport
Cancelled, delayed or overbooked journeys: Passenger rights vary in these situations, depending on whether a journey is cancelled, overbooked or delayed by more than 2 hours or, on the other hand, if a journey is cancelled or delayed by more than 90 minutes for a journey planned to last more than 3 hours. The compensation to be awarded to the passenger may range from reimbursement to compensation or assistance.
In the event of an accident: The consumer will be entitled to compensation of up to 220,000€ per passenger and 1,200€ per piece of luggage, as well as assistance.
Find out more about your rights as a passenger on the ECC Portugal website.

Rent-a-car
If you want to rent a car for your trip, follow our recommendations and avoid additional costs:
• Do not accept being coerced. If you feel pressured into accepting a clause or term that you feel is unfair, hire another company;
• If you are in a situation where you need the vehicle immediately, pay the additional amount requested but do so subject to claiming a refund;
• Be aware of the record of pre-existing damage to the vehicle;
• In case of accident, report the fact to the car rental company. Do not move the car from the place of the accident without being instructed to do so by the police authorities and by the company;
• Inform yourself properly of the traffic rules in force at your destination;
• Deliver the car with the same amount of fuel it had when the contract started. You may be charged additional amounts for non-compliance with this rule.

Travelling by car in Portugal
If you are travelling by car, remember that you should know the traffic rules in Portugal. Check the European Commission's  practical map, where the traffic rules in 30 European countries are available.
Please note that, for security reasons related to World Youth Day, there will be an identification control at portuguese borders between 22 July and 7 August.

Tolls: Driving on Portuguese motorways is subject to the payment of tolls.
In toll stations with booths, payment is made in cash, bank card or through Via Verde. Via Verde is an electronic toll system (or nonstop electronic toll) which, through an identifier placed in the vehicle, collects the toll by bank debit. This system is also available for foreign-registered vehicles through Via Verde Visitors, where payment is made using an international credit card. Subscribing to this system has no loyalty or expiry date and the identifier is guaranteed for life.
In addition to toll booths, there are also electronic tolls. These lanes, which are duly identified, have an exclusively electronic collection system, in which the passage of vehicles is detected through the gantries on the road. To make the respective payment, vehicles with foreign number plates may use the means of payment identified at www.portugaltolls.com.

Travel in Lisbon
To get around the Lisbon Metropolitan Area , the best option is to use public transport. The Lisbon Metropolitan Area has a good transport network that will take you quickly, cheaply and sustainably to your destination.
You can also opt for other means of transport such as taxis, TVDE (private passenger transport in uncharacterised vehicles), bicycles or scooters.

During the World Youth Day, there will be a reinforcement of public transport in the Lisbon Metropolitan Area. However, for security reasons, some metro and bus stations will be temporarily closed. Carris will also suspend or change the route of some lines that cross the security perimeter area or in very narrow streets. Consult the mobility and transport plan for the World Youth Day and the public transport operators website for more information.

Cards for travelling on public transport
To travel on the different public transport operators in the Lisbon Metropolitan Area (1) you must have a VIVA Viagem or Navegante® ocasional card, loaded with transport tickets, which must be validated at the beginning of the journey.
These cards can be loaded with tickets and pre-paid fare, making them the ideal option for less frequent users of public transport. Find out here which types of tickets can be loaded.
The card costs 0.50€ and can be purchased and loaded at ticket offices and service points of the various operators, as well as in automatic vending machines.
The card is valid for one year from the date of acquisition. If during the validity period the card stops working due to a malfunction not attributable to the customer, it will be replaced free of charge. Outside this period, or if it shows visible damage, the cost will be borne by the customer.
Occasional transport tickets were also created, with unlimited travel and are valid for the period of World Youth Day. They can be purchased with the “pilgrim's kit”. This way you can avoid waiting queues.
(1) The Lisbon Metropolitan Area includes Alcochete, Almada, Amadora, Barreiro, Cascais, Lisbon, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sintra, Sesimbra, Setúbal and Vila Franca de Xira.

Public transport in the Lisbon Metropolitan Area

Lisbon Metro
The Lisbon Metro is composed of four lines - blue, green, red and yellow - and functions every day, from 6:30 a.m. to 1 p.m..
The Lisbon Metro has an “Information Space”, with a service specially designed to provide information to tourists, located at the Aeroporto (Airport) station (red line), which is open on business days from 8:30 a.m. to 7:30 p.m..
There is also a telephone service on the number 213 500 115.
Find out more here about the fares of the Lisbon metro.
You can plan your journey here.

Lisbon Urban Trains (CP)
CP serve 67 stations along the Sintra, Azambuja, Cascais and Sado lines. They provide connections, in the main stations, to the Alfa Pendular, Intercidades (Intercity), Interregional and Regional services.
In Lisbon, CP has three customer support offices:
• Lisboa Santa Apolónia – Daily, from 9:10 a.m. to 5:50 p.m.;
• Lisboa Oriente – Daily, from 7:15 a.m. to 10:10 p.m.;
• Cais do Sodré – Business days from 8 a.m. to 12 p.m. and 1 p.m. to 4:45 p.m..
It also has a customer support telephone line, which operates daily, 24 hours a day: 808 109 110 or +351 219 023 407 for calls from abroad.
Cais do Sodré, Lisboa Oriente, Rossio, Sete Rios and Cascais stations have automatic lockers so that you can store your luggage. The maximum period of use is 24 hours and the time to access the lockers coincides with the opening and closing hours of the stations.
To prepare your journey you can consult the timetables here.
Learn more about the rules for using CP trains.

Carris
Carris is the urban surface public transport service for passengers in Lisbon, which provides a network of buses and trams.
In Carris, in case you do not have a valid transport title, it is possible to buy a fare on board from the crew member. Please note that there is a different fare pricing, on the on-board fare, for bus and tram trips.
Carris has a telephone hotline (213 613 000) that operates on weekdays from 8 a.m. to 8 p.m.
There are also several customer service points in Lisbon:
• Arco Cego Shop - Av. Duque D´Ávila, n.º 12 (business days, from 8 a.m. to 7 p.m.);
• Santo Amaro Shop - Rua 1º de Maio, n.º 103 (business days, from 8 a.m. to 7 p.m.);
• Saldanha Citizen Shop - Mercado 31 de Janeiro, R. Eng. Vieira da Silva, Pç. Dq. de Saldanha (business days, from 9 a.m. to 7 p.m.).
The objects found in Carris vehicles are delivered at PSP Olivais, located at Praça Cidade Salazar, Lt. 180, which is open on business days from 9 a.m. to 12:30 a.m. and from 2 p.m. to 4 p.m. (telephone +351 218 535 403.
Know the rights and duties of Carris passengers.
Get to know the fares on Carris network here.
You can plan your trip here.

Carris Metropolitana (Metropolitan Carris)
Carris Metropolitana is the urban surface public transport service for passengers, which operates in the municipalities of Alcochete, Almada, Amadora, Barreiro, Cascais, Lisbon, Loures, Oeiras, Odivelas, Mafra, Moita, Montijo, Palmela, Seixal, Sesimbra, Setúbal, Sintra and Vila Franca de Xira.
On Carris Metropolitana, if you do not have a valid title of transport, it is possible to buy a on-board fare from the crew member. The fares are applicable according to the characteristics of the route.
Carris Metropolitana passenger support telephone line (210 418 800) is available every day between 8 a.m. and 8 p.m..
Plan your trip here.

Transtejo Soflusa
Transtejo Soflusa is a public river transport service that connects the two banks of the Tagus River. The following routes are available:
• Montijo – Cais do Sodré
• Barreiro -Terreiro do Paço
• Seixal – Cais do Sodré
• Cacilhas – Cais do Sodré
• Trafaria – Porto Brandão - Belém
There is customer service, available on 808 20 30 50, from 9 a.m. to 1 p.m. and from 2 p.m. to 6 p.m. You can also contact the company through the following email address: apoio.cliente@transtejo.pt.
You can check the timetables here.

FERTAGUS
FERTAGUS provides rail transport between Lisbon and the south bank of the Tagus connecting the Roma-Areeiro (Lisbon) and Setúbal stations.
FERTAGUS has a customer support office located at Pragal station, where the Lost and Found delivery service operates. You can also contact the customer support line on 211 066 363 or via the email address info@fertagus.pt. The customer support service is open on business days from 10 a.m. to 7 p.m..
Plan your journey here.
The timetables can be consulted here.

Metro Transportes do Sul (South Transport Metro)
Metro Sul do Tejo is a surface metro system that circulates in the main arteries of the city of Almada, until Corroios and in the urban roads of Monte da Caparica
Metro Sul do Tejo has a customer support service through the number 211 127 056 or the following form.
Consult here the timetables and network map.

Taxis or TVDE Network
In Lisbon, you can easily use taxi or TVDE (private passenger transport in uncharacterised vehicles) services to get around. These services are provided according to the distance travelled and waiting times.
Baggage may be transported provided that its characteristics do not impair the conservation of the vehicle.
With regard to the means of payment for taxi journeys, the options available may depend on the operator used. In Portugal, the only means of payment that must be available is cash.

GIRA bicycles and scooters
GIRA is a system of shared public bicycles (electric or classic), available in several points of Lisbon, which can be used by people aged 16 and over.
To use this service, you need to download the GIRA app and subscribe the type of ticket you want. Find out more information about the tickets and prices.
In case of accident, GIRA customers benefit from personal accident insurance and civil liability insurance.
GIRA service is open Monday to Sunday from 6 a.m. to 2 a.m. the following day. The Gira Contact Centre (211 163 060) operates permanently, every day from midnight to midnight.
In Lisbon there are also several companies that rent scooters. For a safe journey, follow these recommendations:
• If possible wear a helmet during the journey;
• Do not drive under the influence of alcohol or drugs;
• Remember that traffic rules and road signs apply to scooters and bicycles;
• Bicycles and electric scooters should circulate on cycle paths or mixed lanes. When there is no cycle lane, they must circulate on the road, always on the right;
• Only one person per scooter;
• Leave the scooter near bicycle parking areas or in spaces created for this purpose.

Your rights as a passenger
Whenever you feel that your rights as a passenger have not been respected, you should make a complaint to the company managing the respective service. You can make your complaint in the Complaints Book, physical or electronic, or directly to the entity concerned, by letter or email.
If the response is not satisfactory, you can complain to the Authority for Mobility and Transports.
There are rights that must be respected in all transport services, such as:
• Non-discrimination between passengers with regard to fares and contract conditions on the grounds of nationality;
• Non-discriminatory treatment of disabled persons and persons with reduced mobility;
• Minimum rules on information to be provided to passengers before and during their journey, as well as general information on passenger rights;
• Provision of complaint handling mechanisms by carriers.

Parking in Lisbon
In Lisbon there are five parking tariffs, with different colours and values, adapted to the specific needs of each area. You can consult the parking tariffs in the various here.

In addition to the parking meters, which are installed in the areas with tariffs, it is possible to pay for parking in Lisbon with the Viva Parking card in the parking meters that have this system installed and with the ePark App (mobile application that allows you to pay for parking using a smartphone in a quick, convenient and economical way).

Where to stay

The different types of accommodation for tourists in Portugal

In Portugal, there are several types of hotel establishments, with different characteristics. Here are the most common types of accommodation in Portugal:
• Hotels;
• Aparthotels: apartments with hotel services;
• Hostels: small hotel or boarding house, offering accommodation and food at affordable prices;
• Holiday Villages: interdependent units located in a delimited territorial space, where tourist support services are also concentrated;
• Holiday Apartments: ideal option for those who prefer an autonomous accommodation unit with access to shared spaces and services;
• Tourist Complexes / Resorts: a good choice for those who like to have several services and leisure facilities available in the same space and access to different accommodation options;
• Residential Tourism: those who prefer a family type accommodation, can choose to stay in manor houses, palatial houses or residences of recognised architectural, historical or artistic value;
• Tourism in Rural Areas: characterised by accommodation in rustic houses, with characteristics typical of the rural environment in which they are located. These accommodation units may be classified as country houses, agrotourism, rural hotels, camping and nature tourism;
• Youth Hostels: These are mainly for people with a young spirit who like to socialise and share space;
• Local Accommodation: They provide temporary accommodation services in a villa, apartment, accommodation establishments or room, for a fee; they are not tourism resorts; they are subject to municipal registration, and are identified with the acronym AL (the name or logo and the registration number must appear in all advertising and commercial communication, particularly on booking platforms). 
- Local accommodation types:
• Villa
• Apartment
• Accommodation establishments (Hostel when in dormitory form)
• Room

Municipal tourist tax: It is an additional value charged (per night and person) to all guests over 13 years of age who stay in tourist resorts or local accommodation. Get to know the values of tourist taxes charged in Portugal:
• Lisbon: 2€ per night, up to 7 nights;
• Cascais: 1€ per night, up to 7 nights;
• Sintra: 1€ per night, up to 3 nights;
• Porto: 2€  per night, up to 7 nights;
• Vila Nova de Gaia: 2€ per night, up to 7 nights, between 1 April and 30 September; and 1€ per night, up to 7 nights, between 1 October and 31 March;
• Mafra: 1€ per night, up to 7 nights, between 1 November and 30 April; and 2€ per night, between 1 May and 31 October;
• Óbidos: 1€ per night, up to 5 nights;
• Vila Real de Santo António: 1€ per night, up to 7 nights;
• Portimão: 1.5€ per night, up to 7 nights, only in high season, between March and October.

Package travel
When you contract at least two different types of travel services (transport, accommodation, car rental or other tourist services, e.g. tourist entertainment activities, concert tickets, tours) with a single travel agency or online booking platform for the same trip, you are contracting a package holiday. These trips must have a duration of more than 24 hours and if they have a shorter duration, they must also include overnight stays. In these cases, you have added protection if something goes wrong. For example, a set of information should be provided before the contract.
If you need to cancel or modify the trip, you may incur cancellation or modification costs which, depending on the terms of the respective contract, may entail payment in full.
Also on the organiser's side circumstances may arise which lead to termination of the contract, which may have associated costs. More information about your rights on the website of the European Consumer Centre.

Shopping and restaurants in Portugal

It is compulsory: In Portugal, prices must be displayed.

Warranty
If you buy movable goods in Portugal and detect a defect, you should be aware that the legal warranty periods differ depending on the goods concerned. These are as follows:
• New and reconditioned goods: 3 years;
• Used goods: 3 years (the period can be reduced to 18 months if there is an agreement between the parties);
• Goods with digital elements: 3 years (except when the continuous supply is greater, in which case the warranty period accompanies the entire contract period);
• Real estate: 10 years for defects related to structural construction elements and 5 years for the remaining defects;
• Digital content or services: 2 years (except in the case of continuous supply, where the warranty period is equal to the duration of the contract.

If you detect the defect within the first 30 days of the delivery date of the good, you have the right to request the replacement of the good or the cancellation of the contract ("Right of Rejection").
There is also a commercial warranty, which is an undertaking by the professional, producer or intermediary to the consumer to reimburse the price paid, to replace, repair or take care of a digital good, content or service in any way, in addition to the obligations under the legal warranty. The commercial warranty can be free of charge or against payment.
See information about the new rules for digital goods, content and services on the website of the Directorate-General for the Consumer.

Payment methods
In Portugal, the main payment options are cash, credit and debit cards, MBWay, Paypal, bank transfer, cheques and ATM reference.
Cash is a universal and compulsory means of payment and cannot be refused. The trader can, however, refuse payment by cheque or bank card. So, always check the payment methods accepted in each establishment.

Restaurants
Portuguese gastronomy is based on the Mediterranean diet, defined by UNESCO as cultural and intangible heritage of Humanity.
In restaurants and cafes some rules may apply that differ from your country of origin.
Price list affixed: In all establishments there must be a price list affixed, compulsorily written in Portuguese, which includes all dishes, food products and drinks supplied and respective prices. This list must also contain the following information: "No dish, food product or drink, including the couvert, may be charged if not requested by the customer or if not used by the customer".
Invoice: All establishments are obliged to issue an invoice for the product or service provided, regardless of the amount involved.
Couvert: Where the establishment has couvert (e.g. bread, olives, cheese, butter, snacks), this must be properly identified in the price list. If the couvert is made available to the customer and is not consumed or is not used, the product cannot be charged. You may also refuse the couvert. On the other hand, if it is consumed or used, it may be charged, even if it was not requested by the customer.
Take away: The establishments providing take away meals can charge for the provision of bags and boxes. These establishments are obliged to accept that customers use their own containers, unless the packaging is likely to cause the food to deteriorate and/or pose a risk of contamination.
Take away leftovers: If you have your meal in a catering establishment, you can take away what you have not eaten, although the establishment is not obliged to provide packaging for this purpose. In the case of establishments which have discretionary food (such as buffets), there may be rules preventing customers from taking food out or requiring the payment of an additional charge.
Allergens: All restaurants and similar establishments are obliged to provide information on the presence of substances and/or products that may cause food allergies or intolerances.
Tipping: Despite being a common practice in the restaurant sector, tipping is not mandatory. However, in cases where the gratuity appears in the price list, clearly and visibly, it is considered part of the service provided and should be paid.
Use of the toilet: The use of the toilet facilities is restricted to customers who are consuming in the establishment.
Minimum consumption: The requirement for compulsory minimum consumption or expenditure is only permitted in restaurant or beverage establishments with rooms or spaces intended for dancing or performance. In these cases, the information must be posted in a prominent place near the entrance of the establishment.

Healthcare

The National Health Service (SNS)
The National Health Service (SNS) is the set of public health services, which mission is to ensure that all citizens have access to healthcare in Portugal. You can consult all the entities that integrate the National Health Service on the SNS Portal.
In Portugal, besides the National Health Service, there are also private entities providing healthcare. It is important to stress that when you go to a hospital or private clinic to receive healthcare, you will not be able to use your European Health Insurance Card or your certificate of entitlement and you will have to pay in full for the services provided.

European Health Insurance Card
The European Health Insurance Card (EHIC) allows a person insured or covered by a social protection scheme in one of the 27 EU Member States, Iceland, Liechtenstein, Norway, Switzerland and the United Kingdom, to obtain medical assistance from the public health services during a temporary stay in any of the states covered.
Healthcare is provided to EHIC holders in the same way as beneficiaries of the Social Security system of the country they are in, which means that it may not be free of charge and may be subject to user charges or co-payments.
The EHIC is not an alternative to travel insurance, nor does it cover situations in which the insured person goes to another country for medical treatment. Nor does it cover healthcare provided in the private healthcare system or other expenses such as the cost of repatriation or compensation.

Access to healthcare for non-EU citizens
Portugal has several agreements that allow equal treatment, in situations of temporary stay, as in the case of holiday trips, student trips and secondments.
Andorra, Brazil, Cape Verde, Quebec, Morocco and Tunisia are the countries with which there are currently bilateral agreements covering protection in the event of illness.
In order to receive healthcare during a temporary stay, you must present a certificate of entitlement, requested by you in the country of residence, which validity must cover the date on which the healthcare is provided.
This document is only accepted in public units of the National Health Service. If you do not have your certificate of entitlement at the time of receiving care in National Health Service units, you will be asked to pay the full cost of the care provided.

Health Insurance
If you come from a country not covered by the EHIC or without an agreement with Portugal on health matters, it may be convenient to take out a health insurance policy before travelling to Portugal.

SNS 24 line (808 24 24 24)
If you have a non-urgent health problem (such as a cough or fever), you can call the helpline SNS 24 808 24 24 24. This line is used for triage according to the clinical situation and the respective referral to the appropriate level of care.
The SNS 24 operates 24 hours a day, 7 days a week. The helpline can be answered in English by simply choosing option 9. It is also possible to be answered to in Portuguese sign language, through a video call.
During the World Youth Day, assistance in Spanish will also be available.

Emergency Card
The Emergency Card is a free document with useful information (allergies, illnesses, medication) for rescue teams in case of emergency. It is intended for any person who is in Portugal. Click here, fill in the blanks directly in the PDF and print. Keep it in your wallet so that you can easily find it in case of emergency.

Pharmacies
In Lisbon, there is a wide network of pharmacies, some open 24 hours a day. Get to know pharmacies on duty.

European Emergency Number - 112
112 is the emergency number that you can call for free, in any country in the European Union, to get directly in touch with the police, medical assistance or fire department.
You should contact 112 in the following situations:
• People at risk of death or in immediate need of medical assistance;
• Crimes in progress or that have just happened at the time of the call;
• Serious incidents (floods, forest fires, serious road accidents).
In any other situation, you should contact the local police station or fire department.

Program ESTOU AQUI (I AM HERE)
The program ESTOU AQUI (I AM HERE) is promoted by the Public Security Police and consists of distributing free wristbands to help locate lost children between the ages of 2 and 10.
Through this program, an adult who finds a lost child need only to contact 112 and inform where the child is and the wristband code. With this information, the police can immediately contact the family and go to the place where the child is and ensure the family reunion.
To request the wristband, simply place the order on the website, pick up the wristband at the PSP police station and place it on the child.

Problems with travel, accommodation and shopping? What you can do

Complaints book
The complaints book is an instrument of citizenship at the service of consumers, which is available in physical format (in all commercial establishments), electronic and via a mobile application.
In Portugal, all suppliers of goods and service providers who have an establishment where they carry out their activity on a permanent basis and have contact with the public must have a complaints book in physical format. The electronic complaints book is compulsory for all economic operators that have a physical book, as well as those who develop their economic activity through the Internet.
The indication of the existence of a physical complaints book must be posted in a visible place, as well as the competent entity to assess the complaint.
To file your complaint electronically, you do not need to register on the platform. You only need to have a valid email address, as you will receive the reply by e-mail.
The electronic complaints book platform is available in Portuguese and English.

Directorate-General for the Consumer
The Directorate-General for the Consumer has a contact email address for questions in English: suporte.consumidor@dgconsumidor.gov.pt.
There is also a telephone helpline in Portuguese: +351 213 564 650 (working days from 9.30 am to 12.30 pm and from 2 pm to 4.30 pm).

European Consumer Centre
The European Consumer Centres Network - ECC-Net, of which ECC Portugal is a member, comprises 30 centres located in the 27 Member States of the European Union, Iceland, Norway and the United Kingdom.
ECC-Net exists to promote confidence in the European internal market by providing free-of-charge information services to consumers about their rights in the European Union and assistance in resolving problems related to cross-border purchases of goods and services.
The operation of the centres is ensured through co-financing by the European Commission and the Member States (in Portugal, the European Consumer Centre is currently co-financed by the Directorate-General for the Consumer).

ODR Platform
If you purchase goods or services online, you can submit a complaint to the Online Dispute Resolution Platform (ODR). This platform allows national and cross-border consumer disputes within the European Union. It is fast, inexpensive and multilingual.
Find out more at Online Dispute Resolution | European Commission (europa.eu)

Alternative Dispute Resolution entities
ADR entities (or consumer arbitration centres) are independent entities with specialised staff, which, in an impartial manner, help the consumer and the company/professional to resolve the conflict through mediation, conciliation or arbitration.
There are 12 ADR entities in Portugal which resolve consumer disputes for free or at reduced costs and provide information.
You will find the contact details of these bodies on the website of the Directorate-General for the Consumer.

Useful Contacts

• Portugal callsign + 351
• European Emergency Number: 112
• SNS 24: 808 24 24 24
• Poisons Information Centre: 800 250 250
• Public Security Police of Lisbon: 21 765 42 42 (21 followed by the word “Police”);
• Public Security Police - Tourism Stations:
o Praça dos Restauradores, Palácio Foz, Lisbon. Telephone: 218 804 030. Email: lsbetur@psp.pt
o Largo Museu da Artilharia, Lisbon. Telephone: 213 421 623. Email: lsbetur@psp.pt
o Largo Mestre Henriques Anjos, Cascais. Telephone: 214 817 067. Email: lsbcscetur@psp.pt
• Public Security Police – I AM HERE Program, Telephone: 218 111 087, e-mail: estouaqui@psp.pt
• Firefighters Regiment: 808 215 215
• Lisbon Municipal Civil Protection Central Office: 800 910 725 (free call)
• Municipal Police: 217 225 200
• Republican National Guard: 213 217 000
• Directorate-General for the Consumer, Praça Duque de Saldanha 31, Lisbon. Telephone: 213 564 600. Email: suporte.consumidor@dgconsumidor.gov.pt
o Consumer Telephone Service (in Portuguese): +351 213 564 650 (working days from 9:30 a.m. to 12:30 p.m. and from 2 p.m. to 4:30 p.m.).
• European Consumer Centre Portugal, Praça Duque de Saldanha, 31-1.º, Lisbon. Telephone: 21 356 47 50 (Monday to Thursday, between 10 a.m. and 12.30 p.m.). Email: euroconsumo@dgconsumidor.gov.pt
• Online Dispute Resolution Platform
• ASAE - Food and Economic Security Authority. Telephone: 217 983 773, e-mail: jmj2023@asae.pt
• Turismo de Portugal: 211 140 200. Email: info@turismodeportugal.pt
• World Youth Day Foundation, Rua do Grilo, 84, Lisbon. Telephone: 308 814 252. Email: geral@lisboa2023.org