Frequently Asked Questions

Escort services and health precautions to take when flying. All topics
 
 

Is there a cost associated with the Personalised Assistance service?collapsed

Yes. TAP Personalised Assistance provides extra support throughout t all stages of your flight and has variable costs. You can find all relevant information at here.

What services are included in Personalised Assistance?collapsed

TAP's Personalised Assistance aims to offer greater comfort and speed to TAP passengers, including:

  • Help with check-in
  • Transport of hold baggage
  • Connecting flights
There are 4 versions of this service, adaptable to all needs and types of travel — business, individual, group or family. You can find all information on here.

What services are included in Personalised Assistance?collapsed

Personalised Assistance service is at your disposal at Lisbon, Porto or Funchal Airports, even if they are your connecting airport.

How can I book the Personalised Assistance service?collapsed

TAP Personalised Assistance must be requested exclusively online, at least 72 hours prior to flight departure and no more than 60 days in advance. Learn more here.

Can I cancel my Personalised Assistance request?collapsed

Yes. Cancelling Personalised Assistance is possible, according to the conditions described in Article 11 of the Terms & Conditions, available on here.

Where are the meeting points for Personalised Assistance at the airport?collapsed

TAP Personalised Assistance is available only in Lisbon, Porto and Funchal Airports. Meeting points vary, depending on whether it’s a domestic or an international flight, or whether you are departing or arriving. You can check all meeting points on here.

Can I travel alone if I'm sick?collapsed

Yes, under certain conditions. You must be able to:

  • Breathe spontaneously without the need for supplementary oxygen
  • Feed yourself independently
  • Move from your seat to a wheelchair (if applicable)
  • Communicate with the cabin crew and follow their advice and instructions
  • Use the toilets without assistance from the cabin crew
  • Administer your own medication

When should I report my condition to TAP as a medical case?collapsed

A medical case exists if a passenger has a medical condition resulting in dependence on others or requiring personalised assistance. In these cases, the passenger’s doctor must fill out the INCAD form, describing the diagnosis for subsequent analysis by the airline’s medical services. For your own safety and comfort during the flight, please read all relevant information on here.

Do I need medical authorisation to travel?collapsed

If you have a specific clinical situation, if you have a serious or debilitating illness, you must must request to your doctor a Medical Information for Fitness to Travel (MEDIF). Send tap a print-out of the MEDIF completed by your doctor. Once this document has been analysed by tap’s doctor, the airline will inform the passenger whether they will be permitted to travel and under what conditions. Find all information here.

Are there extra charges associated with the medical assistance service?collapsed

Yes. Some medical services are subject to extra charges and must be requested and paid for before the departure date. Acceptance is subject to certain conditions. For more detailed information visit here.

I’m pregnant. What precautions should I take?collapsed

If pregnant, you should take several precautions in order to travel on flights operated by TAP. The following must carry a medical certificate (from 28 weeks) stating the number of weeks of pregnancy, and that there are no complications:

  • Women up to 36 weeks or 4 weeks before the due date
  • Women pregnant with twins or triplets, with no complications, up to 32 weeks
Expectant mothers must obtain prior authorisation from TAP’s doctors, if they are:
  • Women with risk/high-risk/pregnancies
  • Women at risk of miscarriage or recent miscarriage
  • Women with single pregnancies over 36 weeks
  • Women in doubt about the stage of their pregnancy or due date
For safe, worry-free travel, please read all available information on here.

What medicines can I carry in my hand luggage?collapsed

TAP places no restrictions on the transportation of pills, liquid preparations or syrups in hand luggage, if they have to be taken during the flight as required for medical treatment or for a specific dietetic condition. Airport authorities may hold back any liquid medication which exceeds 100ml per container. Passengers are advised to bring documentation, such as a medical certificate or any other relevant proof attesting to the need for its tranportation during the flight, in order to facilitate and make security control measures quicker. For further information see here. If the medication needs to be kept in an on-board refrigerated area, such a request should be made no less than 72 hours before departure; cooler bags permitted to be stored in these refrigerated areas should not exceed 15 by 20 cm, and be made of soft material. TAP should be informed of the dimensions and total weight of the case carrying your medication beforehand.

Is there any support service for people with a disability or limited mobility?collapsed

Yes. If you need special assistance due to disability or limited mobility, you may request the My Way service from TAP. To obtain My Way, you must request it when booking your flight directly with TAP or your travel agency, or up to 48 hours prior to departure.

Can I request a wheelchair?collapsed

Yes. You'll just need to inform us 48 hours before your flight through our Reservations Centre or your travel agency. Learn more at here.

Can I take a wheelchair to the boarding gate?collapsed

Yes, if it’s a manual wheelchair. If you intend to travel with your own wheelchair, please inform us 48 hours before the flight.

I have special assistance. Can I check in at home?collapsed

Yes. But you still need to pick up your boarding pass at the airport.

I have special assistance. Where should I go at the airport?collapsed

At any airport, you must contact the check-in counter, where assistance services can be requested. Lisbon and Porto airports have specific counters for special assistance. Learn more at here.

I have special assistance. Will someone be there to help me when I arrive at my destination?collapsed

On the day of the departure, make your way to the check-in desk as soon as you arrive at the airport. On arrival, our staff will meet you at the aircraft, at your transfer airport or final destination and will accompany you through the entire process: border control, luggage reclaim, customs.

Can I travel with my electric wheelchair?collapsed

Yes. Please advise us about your wheelchair's features when you request the My Way service.

I’m diabetic. Can I take my insulin on board?collapsed

Yes. If you’re using injectable medication (for example, insulin) and you are travelling to a country with limited resources, you should always carry sufficient medication and syringes for the flight and your stay in your hand luggage. You must also carry written medical indications with you.





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