FAQ

CONDITIONS OF ACCESS TO THE TRANSPORT NETWORK
  1. WHO CAN USE THE SMTUC PUBLIC TRANSPORT NETWORK?

    The use of the public transport system binds each customer to a broad set of duties and can only be carried out by those who carry a valid transport ticket. Even passengers entitled to transport "at no cost by the user" (exemption schemes) or entitled to free transit must be holders of evidence of that right.

    The possession and conservation of the title of transport by each user is also a duty of citizenship and contributes to the efficiency of the collective transportation system that we all aspire to.

  2. WHAT ARE THE DUTIES AND OBLIGATIONS OF PASSENGERS?

    The duties and obligations of the passengers are those provided for in Article 12, Decree-Law No. 9/2015, and are duly posted inside the vehicles, in compliance with the legislation in force.

  3. WHAT OBLIGATIONS DO SMTUC HAVE IN PASSENGER TRANSPORT?

    The SMTUC, as a public passenger transport operator, has the obligations set forth in Article 5 of Decree-Law 9/2015, which are duly affixed within the vehicles, in compliance with the legislation in force.

  4. CAN CHILDREN TRAVEL FREE TO WHAT AGE?

    According to Article 10 (2) of Decree-Law no. 9/2015, children up to and including 4 years of age travel free of charge, provided they do not occupy a seat.

    In this regard, paragraph 4 of Article 55 of the Road Code states that in vehicles intended for public passenger transport, children may be carried without the restraint systems, provided they are not in the front seats.

  5. CAN DISABLED PASSENGERS BE ABLE TO FOLLOW ASSISTANCE DOGS?

    Yes, as provided for in Decree-Law no. 74/2007, of 27 March, which establishes the right of access for disabled persons accompanied by assistance dogs to places, transport and establishments with public access, extending the regime to persons with disabilities sensory, mental, organic and motor.

  6. WHAT ARE THE CONDITIONS OF THE PETS TO ACCESS THE TRANSPORTATION?

    According to Decree-Law no. 315/2003, pets can travel on public transport provided they are in an adequate state of health and hygiene and must be transported in clean containers in good condition.

    In the SMTUC transport network, a maximum of one pet per passenger and two per vehicle can be moved at no additional cost to the passenger, but animals may not occupy seats in any vehicle.

    Hazardous and potentially dangerous animals can not be moved on public transport.

    If the conditions of carriage are not met, the animal and its holder may be prevented from traveling.

  7. IN WHICH CONDITIONS CAN I ACCESS TRANSPORT WITH MY BICYCLE?

    The access of bicycles to public transport requires the homogenisation of vehicles, so that transport is carried out safely. In this case, Article 12 of Decree-Law no. 9/2015 applies to the transportation of luggage, which may be transported "in the proper boxes of the vehicles and be packed in a way that does not cause damage to the luggage of other passengers".

    As the SMTUC does not have any vehicle approved for this purpose, bicycles can not be transported unless it is a collapsible model.

TITLES OF TRANSPORTATION
  1. 1
    WHAT SUPPORTS ARE USED FOR SMTUC SHIPPING TITLES?

    Currently the SMTUC transport tickets can be loaded on the following media:

    • Paper card "Trip CONVIDA", for multivariate securities, including time tickets. Acquisition cost of € 0.50;
    • Plastic Cardboard "Coimbra CONVIDA", for the subscription titles (passes), allowing the accumulation of four contracts (different titles), including the loading of the multivariate titles. Cost of acquisition of € 6.00.

  2. 2
    WHAT TRAVEL TITLES ARE AVAILABLE FOR TRAVELING IN SMTUC?

    Os títulos de transporte válidos para aceder à rede de transportes dos SMTUC constam da tabela tarifária anualmente aprovada pelo Município de Coimbra, podendo ser consultada em http://www.smtuc.pt/tarifas/

    In case of doubt or further clarification, you may contact Customer Service or go to an SMTUC Store.

  3. 3
    HOW TO CHOOSE THE TITLE THAT MORE THAN YOUR USER PROFILE

    A escolha do título mais adequado ao perfil do passageiro poderá ser efetuado através de consulta à tabela tarifária, podendo ser consultada em http://www.smtuc.pt/tarifas/, e às condições de atribuição de cada um desses títulos.

    In case of doubt or further clarification, you may contact Customer Service or go to an SMTUC Store.

  4. 4
    WHAT IS THE VALIDITY OF THE MONTHLY PASSES?

    Monthly Passes are valid for the month of loading.

  5. 5
    FROM WHAT DATE CAN I PROCEED TO CHARGING MY PASS?

    Monthly Passes can be loaded from the 12th of the previous month, with the exception of the School Transportation Pass.

  6. 6
    FROM WHAT DATE CAN I PROCEED TO CHARGING MY SCHOOL TRANSPORTATION PASS?

    The Monthly School Transportation Passes can be loaded from the 25th of the previous month.

  7. 7
    HOW DOES THE TIMETABLE TICKET WORK?

    The Time Ticket, available in modules of 1, 3 and 10 journeys, allows the passenger to access the whole transport network in an easier, more convenient and more economical way, because it allows to carry out with the same title the transshipments (changes of line) during the period of 1 (one) hour

    The time period is counted from the first validation, being mandatory the validation of the title in each trip.

VALIDATION OF TRANSPORT TITLES
  1. 1
    IS THE VALIDATION OF TRANSPORTATION TITLE MANDATORY?

    Yes. In accordance with paragraph 1 of Article 8 of Decree-Law no. 9/2015, the passenger is obliged to carry a transport document and keep it until the end of the trip, and must validate it, in particular on the ticketing ticketing system, if available, and submit it to supervisors or the driver on request.

  2. 2
    IS THE REQUIREMENT OF TRANSPORT TITLE REQUIRED WHEN REQUESTED?

    Yes. In cases where the passenger is the holder of a ticket, even if it is a pass, its non-display when requested is considered to be non-existent. All passengers must have in their possession the respective qualifying title, whenever they use public transport.

  3. 3
    WHERE IS THE PASSENGER IS CONSIDERED IN INFRINGEMENT?

    In addition to the lack of valid transport title, also the display of invalid transport title (such as vitiated titles, expired, in a state of conservation that does not allow the verification of the identification of the bearer or validity or transport title without validation , in cases in which it is required) or the refusal of its exhibition are infractions punishable by law.

  4. 4
    WHAT CONSEQUENCES RESULT FROM AN INFRINGEMENT?

    According to Law no. 28/2006, of July 4 (sanctioning regime applicable to transgressions in collective transportation of passengers), with amendments introduced by Decree-Law no. 117/2017 of September 12, violations occurring in public passenger transport, in urban and regional routes up to 50 km, are currently punished with a fine between € 120 (minimum value) and € 350 (maximum value).

  5. 5
    IF IT IS MILLED, HOW WILL I BE ABLE TO PAY THE FINE?

    Once notified of the infraction by the supervising agent, he may immediately pay the fine or, within 15 working days, pay his voluntary payment directly at the SMTUC premises, in both cases, the amount settled by the minimum and with a reduction of 50%.

  6. 6
    IF YOU WISH TO ANSWER THE FOLLOWING, HOW SHOULD I PROCEED?

    If it chooses to challenge the application of the fine, it must present its defense in writing, together with the SMTUC, within 15 working days. After the decision and if the initial decision is maintained, which must also be rendered within 15 working days after the presentation of the defense, you can still voluntarily pay the fine, thus considering the process.

  7. 7
    WHAT IF THE FOLLOWING PAYMENT DOES NOT EFFECT?

    If payment is not made, the process will continue, with the referral to the Institute of Mobility and Transportation (IMT), with the finance department of the area of your tax domicile being the competent entity for the installation and instruction of the respective process of administrative misconduct. to decide on the application of the fine.

CLIENT SUPPORT
  1. 1
    IF NEED, HOW CAN I CONTACT THE SMTUC?

    Whenever you need, you can contact the SMTUC through the following contacts:

    Telephone: 239 801 100

    E-mail: geral@smtuc.pt

    Administrative Hours: Business days, from 9:00 a.m. to 12:30 a.m. and from 2:00 p.m. to 5:30 p.m.

  2. 2
    HOW CAN I MAKE A SUGGESTION OR COMPLAINT?

    In the SMTUC we consider the suggestions of our clients a valuable contribution and we consider the complaints as an opportunity to improve the quality of the service that we provide.

    So, if you want to send a suggestion or complaint related to the service provided, you can do it quickly and simply by filling out the form that we make available on this site.

    Alternatively you can use the following means:

    • In person, during office hours, at the headquarters of the SMTUC (Customer Service) or at any SMTUC Store;
    • By telephone, through the telephone numbers 239 801 100 (General) or 800 203 280 (Green Line);
    • Via e-mail (geral@smtuc.pt), indicating the subject (timetables, routes, transport tickets, among others) and your name and surname, telephone contact (optional) and description of the complaint or suggestion;
    • By mail, to the following address:

    SMTUC

    Conímbriga Avenue

    Santa Clara - Section 5015

    3041-901 Coimbra

  3. 3
    WHAT TO DO IF YOU NEED AN INVOICE?

    In the provision of transport services, the obligation to issue an invoice is fulfilled with the issuance of the transport ticket or the respective receipt in accordance with the provisions of paragraph a), paragraph 5 of Article 40 of the VAT Code (according to with the wording given by Law 51/2013).

    In the case of transport tickets purchased at SMTUC Stores or SMTUC Post Offices (Authorized Agents), it is possible to obtain a simplified invoice at the time of purchase, and for this purpose you must provide your NIF. If it does not, a possible request for a second route will be issued under the same conditions.

  4. 4
    WHAT SERVICE IS RENDERED IN SMTUC STORES?

    Nas Lojas SMTUC os clientes podem tratar de qualquer assunto relativo ao serviço prestado, incluindo sugestões e reclamações, para além da aquisição, carregamento e assistência pós venda de títulos de transporte, nomeadamente obter informações diversas, relacionadas com as áreas de transportes e estacionamento.

  5. 5
    HOW DO PRIORITY SERVICE WORK?

    Under the terms of Article 3 of Decree-Law no. 58/2016, priority is given to persons with disabilities or the elderly, pregnant or accompanied by children (up to two years of age). Priority is given for the handling of matters of the own or of minor children.

    SMTUC assists the right to, in case of doubt as to the priority customer service situation, request the presentation of the respective proof.

  6. 6
    WHAT ARE SMTUC STORE HOURS?

    Os horários das lojas dos SMTUC estão disponíveis para consulta em smtuc.pt/locais-de-venda

  7. 7
    HOW CAN I CONSULT THE BUS TIMETABLE?

    Os horários das diversas linhas estão disponíveis em smtuc.pt/horario e na aplicação COIMBRA.MOVE-ME.

Other questions?

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