TAP provides assistance to passengers with reduced mobility.
These services must be booked at least 48 hours before departure. Otherwise, we are cannot guarantee the service will be available.
Assistance best suited to your condition
We want to give you all the attention you need to ensure you have a comfortable journey.
To do so, we offer you several choices for overcoming difficulties and shortening distances within the airport.
|Can you manage getting to the boarding gate?||Can you manage stairs?||Can you manage to move about the cabin on your own?||Description|
|||||||The greatest obstacle is the route inside the airport. If booked, a wheelchair will be available to take you to the boarding gate. Especially dedicated to passengers who have difficulty going up and down stairs. If booked, a wheelchair will be available to take you to the aircraft door.|
|||||||Especially dedicated for passengers who have difficulty going up and down stairs. If booked, a wheelchair will be available to take you to the aircraft door.|
|||||||Dedicated to passengers with very limited mobility. If booked, a wheelchair will be available to take you to your seat on the aircraft.|
Preparing to travel
How to book?
You must inform us via our Booking Office or your travel agent if you have difficulty walking and require assistance. This type of booking cannot be made online.
You must tell us what kind of assistance you require so we can provide you with the most suitable help.
For your comfort and safety we recommend all passengers with reduced mobility to travel accompanied, as they must consider the limitations of on-board assistance. However, the passenger may travel alone if they are independent and wish to do so.
Use our online and mobile check-in services, which in the majority of cases open 72 hours prior to departure. Find out how to use them here.
In order to coordinate the assistance offered, your boarding card must be collected from a check-in desk at the airport, even if you checked-in online.
How is the service provided?
At the airport
Our services will provide all the support you need to ensure your trip goes ahead without problem and as requested when you made your booking. Make your way to the check-in desk as soon as you arrive at the airport.
In Lisbon you will find us in Terminal 1 Departures, at the dedicated special assistance desks. If you are a TAP/Star Alliance Gold member or are travelling on Business Class, then you can use our Premium area check-in.
We recommend that you arrive at the airport in plenty of time:
|Flights||Recommended arrival||Latest possible arrival|
|Intercontinental||3 hours prior to departure||90 minutes prior to departure|
|Europe||2 hours prior to departure||90 minutes prior to departure|
Our staff will accompany you right up to the aircraft door.
During the flight our crew will be available to help you with boarding and exiting the aircraft, with your on-board accommodation and to provide you will all of the information you need. However, they will not be able to help you with your personal care, nor can they lift, load or feed passengers.
Where necessary, TAP has wheelchairs on board its long-haul flights that are specially designed to move about the narrow aisles, and which will enable you to move about the cabin.
Our staff will meet you at the aircraft on arrival at your transfer airport or final destination and will accompany you through the entire process: border control, luggage reclaim, customs.
Do you wish to fly with your own wheelchair?
You may, if you wish, travel with your own wheelchair. Each passenger can place up to two wheelchairs in the hold free of charge. However, their acceptance is dependent on certain conditions:
You must inform us at least 48 hours prior to departure should you wish to travel with your own wheelchair and, at the time of booking, indicate whether the wheelchair is manual or electric. If it is electric you must also let us know the battery type and specifications. To avoid possible short-circuits, the batteries must always be protected and in good condition, and must be disconnected and the terminals insulated.
Electric wheelchairs may not be driven to the aircraft. Where necessary, at check-in we will provide you with a manual wheelchair in order to ensure your comfort.
While making your booking it is important you inform us of the type of battery in your wheelchair, so we can take the necessary steps to transport it safely and securely.
Flights to and from the United States
TAP complies with US regulations preventing discrimination on the basis of disability on all of its flights to and from the United States.
A copy of these regulations is available for consultation at the desks in Lisbon, Porto, Newark and Miami airports. You may also request a copy of these regulations directly from the US Department of Transportation prior to flying:
- By telephone from within the United States via a free helpline for disabled passengers: 1-800-778-4838 (speaking) or 1-800-455-9880 (TTY);
- By telephone to the Aviation Consumer Protection Division: 202-366-2220 (speaking) or 202-366-0511 (TTY);
- On the Aviation Consumer Protection Division website;*
- In writing from the Aviation Consumer Protection Division:
Aviation Consumer Protection Division C-75,
U.S. Department of Transportation
1200 New Jersey Ave., SE., West Building, Room W96-432
Washington, DC 20590, USA
* DOT, 14 CFR Part 382 ACAA, “Non-discrimination on the Basis of Disability in Air Travel; Final Rule”