FAQ

Website

Our website complies with all security standards applicable to this type of product.

You can book:

  • Parking Spaces in one of our car parks, provided quickly and safely, for a time period of your choice, to give you greater proximity and convenience;
  • Parking Permits monthly, quarterly, half-yearly or annual, in one of our car parks designated for this purpose, allowing you access at your convenience;
  • Fast Track and Fast Lane, providing access to a dedicated lane at the airport’s Departures area, where a quicker passage through security is guaranteed;
  • Lounge, providing access to a private area designed to prioritise your well-being. This includes access to areas where you can relax, and catering areas where you can enjoy a selection of food and beverages.


If you have an account at the old platform, go to login, enter your email address and click on ‘I forgot my password’. This will reset your password and create a new one, so that you'll be able to log in to the platform.

 

If you need to manage, amend or correct your previous bookings, please contact us by email at servicoscomerciais@ana.pt.



Go to login and create an account. You can create it using your email address, or log in via Google or Facebook.
Yes, you can.

The available payment methods are shown during the checkout process and may change over time.

 

In cases where payment is not made immediately, the booking will only be confirmed once it has been validated.



Go to the website and select the products you wish to buy or to which the promotional code applies. On the checkout page, there will be a field in the bar on the right-hand side where you can enter your promotional code.



Once you have made a purchase, you will receive an email with ‘purchase confirmation’. Once your payment has been authorised and successfully processed, you will receive two emails: 1 with the voucher to access the service and 1 with the invoice. If you haven’t received the email containing your voucher or invoice, please check your spam/junk mail folder. You can also access your voucher and invoice on the website using your online booking reference, whether you are a registered customer or a guest.


Please start by checking your spam/junkmail folder to see if the email containing the documents has been quarantined.

Please check that the payment has been completed.

You can then check whether you can download your voucher and/or invoice in the ‘My Bookings’ area.

You can access this area:

  • If you are a registered user, using your email address and password;
  • If you made a purchase as a guest, you can – depending on the information entered in the booking – use the booking reference (beginning with ANA-xxxxx), the email address used in the purchase, postcode or location, via the option: Login – log in with booking reference, via the option: Login – log in with booking reference.


If you have an account, go to login and enter your access credentials. Then hover over the name and access ‘My Bookings’. 

If you made a purchase as a guest, you can – depending on the information entered in the booking – use the booking reference (beginning with ANA-xxxxx), the email address used in the purchase, postcode or location, via the option: Login – log in with booking reference.



You can only change a booking without incurring any additional charges if you comply with the change policy for the service you have previously booked.

 

Bookings are amended by the customer, as this involves paying for the new booking.

 

 

Process for changing a booking:

 

You can change your booking online, provided that:

 

·       The booking has not yet been used.

·       The change is made within the time limit specified in the terms and conditions of service.

 

Deadlines for changes:

 

Parking: up to 12 hours before the entry time.

 

Fast Track and Lounge: up to 1 hour before the entry time.

 

Changes made outside these time limits will not be refunded.

 

 

Steps for changing your booking:


If you have an account, go to login and enter your access credentials. Then hover over the name and access ‘My Bookings’.

If you made a purchase as a guest, you can – depending on the information entered in the booking – use the booking reference (beginning with ANA-xxxxx), the email address used in the purchase, postcode or location, via the option: Login - log in with booking reference.

1.     Select the booking you wish to change.

2.     Click on the pencil icon in the top right-hand corner to start editing.


You can only cancel a booking free of charge if you comply with the cancellation rules for the service you have booked.

If you request a cancellation or refund by email outside the office hours specified here, ANA cannot guarantee that it will be possible to process your request within the minimum notice period set out in the service rules.

 

 Booking cancellation procedure:

 

You can cancel your booking online, provided that:

 

  • The booking has not yet been used.
  • The change is made within the time limit specified in the terms and conditions of service.

 Cancellation deadlines: Parking: up to 12 hours before the entry time. Fast Track and Lounge: up to 1 hour before the entry time. Cancellations made after these deadlines will not be refunded.  

Steps to cancel your booking:
If you have an account, go to login and enter your access credentials. Then hover over the name and access ‘My Bookings’. If you made a purchase as a guest, you can – depending on the information entered in the booking – use the booking reference (beginning with ANA-xxxxx), the email address used in the purchase, postcode or location, via the option: Login - log in with booking reference. 1.     Select the booking you wish to cancel.2.     Click on the bin icon to cancel.3.     Following cancellation, an automatic refund will be issued, provided that the specified deadlines are met.  Can’t cancel online? If you have any difficulties, please email servicoscomerciais@ana.pt: 

  • A screenshot of the error;
  • A brief explanation of what happened, and we will then assess the situation.



Para efetuar a alteração dos dados na sua fatura, faça login ou entre como guest com a referência da reserva cuja fatura quer alterar. Depois de fazer login, vá a “gestão de reservas” e selecione a reserva cuja fatura quer alterar. Caso entre como guest, já estará nesta página. No menu do lado direito, selecione “Editar Dados de Fatura” e preencha os dados que quer alterar. Depois de gravar, faça refresh à página e clique em “Ver Faturas”. Tanto a nota de crédito como a nova fatura serão enviados automaticamente para o email indicado.

A alteração dos dados da fatura tem o prazo de 6 meses após a data de emissão da mesma. Terminado este prazo já não será possível alterar a fatura, nem solicitar aos nossos serviços a alteração da mesma.

You can contact us via email at servicoscomerciais@ana.pt (9:00 am to 6:00 pm, Monday to Friday).

Parking

You can find the locations of the various airport parking lots here:

  • Lisbon Airport:

  • Porto Airport:

  • Faro Airport:

  • Madeira Airport:



Yes, you can. However, we recommend that you always print the voucher in paper format as well, just in case the device fails to scan it (which sometimes happens due to the device’s brightness levels or other weather factors).


Please contact us by telephone on 808 919 091 or via the following email addresses:

  • Lisbon Airport - lisboapark@ana.pt
  • Porto Airport - portopark@ana.pt
  • Faro Airport - faropark@ana.pt
  • Madeira Airport - madeirapark@ana.pt


You can book parking up to six hours before your scheduled entry into the parking lot.

Please press the intercom button on one of the car park entrance or exit devices to get help from an operator. Be sure to have your voucher booking code or other information to identify your booking. If you don't receive a prompt reply, please remove your ticket and go to the car park cashier. If you have any questions about where the cashier is located, please call us at 808 919 091, or send an email to:


Print out your booking voucher or have it ready on your smartphone.

If you have linked your vehicle’s registration number to the booking, the system will retrieve it.

If you have not registered your vehicle’s number plate, you must scan the voucher’s QR code at the gate reader.

In either case, the gate will open automatically once the ticket issued by the machine has been collected; there is no need to press any button to open it.

If the card cannot be read the ticket, please press the intercom button.

Keep this ticket in case you have to pay additional amounts on top of the booking.

Please do not use the Via Verde system at any time, since it is not compatible with the booking service.

The gate will open, and you can park in a vacant space of your choice for the duration of your booking.


Contacto telefónico 808 919 091 ou através dos seguintes emails:

Aeroporto de Lisboa - lisboapark@ana.pt

Aeroporto do Porto - portopark@ana.pt

Aeroporto do Faro - faropark@ana.pt

Aeroporto do Madeira - madeirapark@ana.pt

Subscriptions

To access staff products, you must submit an employment agreement for approval. To do this, log in to your account, or create an account at our website. Once you have logged in, click on "Account Details", and you can submit an employment agreement at the bottom of the page. Since this procedure is pending approval from ANA, you will receive an email informing you that you can now view staff products and make staff purchases once it is approved.

You will need to send a scanned copy of the airport's reserved area access card, or a declaration of employment stating that you work at the airport where you wish to acquire the permit. This declaration must have been issued within the last two months.

You must log in to your account, which you can access as follows:

- If you are a registered user, using your email address and password;

- If you made a purchase as a guest, you can – depending on the information entered in the booking – use the booking reference (beginning with ANA-xxxxx), the email address used in the purchase, postcode or location, via the option: Login - log in with booking reference.

After clicking on ‘My Bookings’ you will see a tab for ‘My Permits’ where you can manage your permit.

On your permit, if it is still valid, you will see a ‘Renew’ button. This renewal is linked to your current card.

Around 20 days before your permit expires, you will receive an email alerting you that it needs to be renewed. Within five days following this notice, the car park capacity will be booked for your permit to be renewed. After these five days, there may be no more availability for the same car park. If the permit expires, you will have to apply for a new permit and pay for a new physical card.

If you cannot see your permit or follow the above steps, please contact us via telephone at 808 919 091, or via email at:

Lisbon Airport - lisboapark@ana.pt

Porto Airport - portopark@ana.pt

Faro Airport - faropark@ana.pt

Madeira Airport - madeirapark@ana.pt



If your permit card is not working, it may be damaged or expired. First, check that your permit has not expired by consulting the permit details in your personal area. If it is active, go to one of our car park desks so that you can be issued a second copy. A replacement copy is subject to a charge, in accordance with the current parking rates, which can be viewed at www.ana.pt.


Yes, you can. At the time of checkout, you will have the option of entering ‘Company’ or ‘Personal’ details.


When you acquire a new permit, and once the process is complete, you must go to the parking lot counter at the airport in question to pick up your permit card.

ANA has been investing in automated and decentralised ways of programming existing permit cards. In the vast majority of cases, it is no longer necessary to go to the desk to renew your permit, although there are still some car parks where you will have to do so from time to time.

If you have any questions as to whether you have a permit for these car parks, please contact us via telephone at 808 919 091, or via the following emails:

Lisbon Airport - lisboapark@ana.pt

Porto Airport - portopark@ana.pt

Faro Airport - faropark@ana.pt

Madeira Airport - madeirapark@ana.pt


Permits are non-refundable – either in full or in part – once the booking period has commenced, in the event of withdrawal, early cancellation or non-use by the customer, except in exceptional circumstances that are duly substantiated and accepted by ANA.

Fast Track and Fast Lane – Express Security Lane bookings

You can book up to 1 hour before your scheduled arrival time. However, if you want to buy on the spot, we recommend that you go to one of our physical kiosks, located next to the security control lane at each airport, since the purchasing process is quicker.


You must take your boarding pass (digital or paper) and your booking voucher (digital or paper) with you and scan them sequentially at the e-gate control device (entrance gantry), or show the boarding pass first to the express lane's security agent.


Yes, you can. However, we recommend that you always print the voucher in paper format, just in case the device fails to scan it (which may happen due to the device’s brightness levels or other factors).


No, you can keep your voucher on your smartphone and show it at the e-gate.


You can only edit bookings that you haven't used yet, at no extra charge, and in accordance with the rules for changing the service: 1 hour before the check-in time for the Security Express Lane. Changes or cancellations made outside these deadlines will not be refunded.


Customers are usually served within a few seconds. Barring exceptional circumstances or operational constraints, and depending on the type of channel at each airport, waiting times in the queue should not exceed 4 minutes (Fast Track) and 5 minutes (Fast Lane).


If you have any problems using the voucher, please contact the security agent on duty.


We recommend that customers use the voucher for the date and time they have booked to allow ANA to manage capacity in line with the service levels it wishes to provide. However, you can use this voucher on the day of booking, before or after the estimated time indicated, if needed, without having to change the time of use. Vouchers can be used once, after which time they expire.


The security express lane is located after the check-in area, at departures, when you head towards the security control area by following signs for the ‘boarding gates’. This lane is labelled with specific signs and graphics that make it easy to identify.

Normalmente os clientes são atendidos dentro de alguns segundos. Salvo situações pontuais ou constrangimentos operacionais, e dependendo do tipo de canal em cada aeroporto, os tempos de espera em fila não deverão exceder os 4 minutos (Fast Track) e 5 minutos (Fast Lane).

Lounge Bookings

The airport lounge is located after security control, and is labelled with specific signs and graphics that make it easy to identify. There are also signs to direct you throughout the terminal.

 

They can be located in the Schengen or the non-Schengen area, as applicable.

 

In Lisbon, the Lounge is located in Terminal 1, after security.

The connection between T1 and T2 is via an external shuttle.

Transit passengers who disembark at Terminal 1 and have their next flight from Terminal 2 may access the Lounge, provided they allow sufficient time to use the Lounge and make their way to Terminal 2 for boarding.

Passengers departing from Terminal 2 do not have access to the lounge located in Terminal 1.


You must book your lounge online at least one hour in advance. Please always book the Lounge for a time no earlier than 3.5 hours before your flight (scheduled boarding time), as entry to the Lounge is not permitted before then. You may not remain in the lounge for more than 3 hours during each stay.


Please visit the staff member at the desk and show him or her your voucher and boarding pass.


Yes, you can. However, we recommend that you always print the voucher in paper format as well, just in case the device fails to scan it (which sometimes happens due to the device’s brightness levels or other factors).


You must identify yourself to the staff member at the counter and show him or her your booking details.


You may access the Lounge up to 3.5 hours before your flight’s scheduled departure time (scheduled boarding time). You will only be allowed to access the lounge, and can of course go in whenever you want, during this time. You may not remain in the lounge for more than 3 hours during each stay.


Your booking is valid only for the period you have booked, within 3.5 hours prior to your flight (scheduled boarding time), and cannot be carried over to another period.


Except in sporadic exceptional cases when operating constraints at the airport keep the lounge from operating normally, the booking guarantees access to the customer who reserved it. Should the aforementioned issues arise, we may not be able to guarantee entry at the time you have booked. However, customers with a booking will be given priority access, which will be on a first-come, first-served basis. Customers who are unable to gain any access will be refunded. In this case, please contact us via email at servicoscomerciais@ana.pt.


You can only edit bookings that you haven't used yet, at no extra charge, and in accordance with the rules for changing the service: 1 hour before the lounge entry time. Changes or cancellations made outside these deadlines will not be refunded. 


  • Lisboa: lisboa.lounge@ana.pt
  • Porto: lounge.asc@ana.pt
  • Faro: Info_faro@ana.pt
  • Madeira: madeira.lounge@ana.pt