find out when you are entitled

Did you know that some Brazilians can receive reimbursement for paying for public transport? See how to access the values!

Have you ever found yourself in the middle of a bus, subway or train journey and, suddenly, an unexpected failure interrupts your journey? In these moments, in addition to the inconvenience, the question arises: is it possible to get the fare back through a refund?

Many people have doubts about this possibility, since the cost of tickets represents one of the biggest daily expenses for thousands of workers. Check the answer!

Find out how to receive a refund for paying for public transport? See if you’re eligible! / Photo: Rovena Rosa – Agência Brasil

Firstly, according to the Brazilian Institute for Consumer Protection (IDEC), the response is positive, especially for significant incidents on the subway and trains.

The State Secretariat for Metropolitan Transport (STM) clarifies that, in cases of interruptions considered significant in subway and train services, passengers do have the right to a refund.

In short, this policy aims to minimize inconvenience caused and ensure user satisfaction.

Can I receive a refund for buses?

On the other hand, the situation changes a little when we talk about buses, especially the intercity buses managed by EMTU and the municipal buses in São Paulo, managed by SPTrans.

While EMTU guarantees the replacement of the vehicle in case of problems, SPTrans focuses on reimbursement only in situations of improper charging. Have you ever imagined being on a broken down bus and seeing a replacement arriving to make sure you aren’t late? Could be better.

Find out more: THESE 5 signs surprised in February: luck in money and even in love

How to request a refund?

Now that you know that you are entitled to a refund in certain situations, the big question is: how do you make this request?

Whether at a subway or train station, the process begins with a conversation with an employee, who will provide you with a single ticket for future use.

In case of complaints, it is a good idea to contact the company responsible for transport management.


To contact the Metro Ombudsman, use the form available on the internet or call (11) 3291-2890 or (11) 3291-2891, during business days, from 8am to 4:30pm, except on holidays.

There is also the option of in-person service, which requires an appointment, located at Rua Boa Vista, 175, in the Center.


Then, to speak to CPTM, you can fill out an online form or call (11) 3117-7094. Service is provided from Monday to Friday, from 8am to 5pm, not including holidays.


Finally, to register complaints with ViaMobilidade, choose the online service available on the website or contact the toll-free number 0800 770 7106.

The service is available from Monday to Friday, from 6:30 am to 10 pm, and on weekends, from 8 am to 6 pm.

Guarantee your rights as a consumer

Finally, knowing that there is the possibility of refunds in cases of significant failures in public transport brings a certain amount of peace of mind, don’t you think?

It’s like having a little insurance against unforeseen events that could affect your day. Therefore, whenever you feel the need, be sure to pursue your rights.

Governor of Rio de Janeiro extends social train fares

Furthermore, Governor Cláudio Castro announced the extension of the social fare on Supervia trains and the Rio de Janeiro subway for another year, extending the benefit until February 2025.

This measure allows registered passengers with an income of up to R$3,205.20 to pay just R$5.00 for the ticket, compared to regular fares of R$7.40 and R$6.90.

To access the reduced fare, it is necessary to prove your income and register with the Rio Bilhete Único system, thus ensuring greater accessibility to public transport for the city’s low-income population.

See more: Traffic law is already in force and this is the END of the CNH for this group of vehicles

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