Frequently Asked Questions

Lounges, boarding gates, priority access, parking and more. All topics
 
 

I missed my connecting flight. What should I do?collapsed

Once at the airport, please contact the TAP ground handling agent for any operational issues.

My flight is delayed. Do I get a compensation?collapsed

Once at the airport, please contact the TAP ground handling agent for any operational issues. You can always check Passengers Rights here.

I want to change my connection flight. What should I do?collapsed

Once at the airport, if you want to change your connection flight, please contact the TAP ground handling agent for any operational issues.

In which airports can I use my E-Passport?collapsed

All European Union citizens aged 18 years or over, holding an electronic passport, can now use the electronic border control devices at the main Portuguese airports (Lisbon, Porto, Faro, Funchal and Ponta Delgada).

What is the Green Way / Fast Track service?collapsed

The Green Way or Fast Track service gives priority at X-rays and security control, giving you easier and faster access to your gate.

In which airports can I use the Green Way / Fast Track service?collapsed

The Green Way or Fast Track service is available at the following airports.

Who can use the Green Way / Fast Track service?collapsed

The Green Way or Fast Track service gives priority to all passengers:

  • Travelling in tap|executive and tap|plus class
  • Holders of the following cards: tap|corporate, Victoria Silver or Gold, STAR Alliance Gold, TAP Platinum American Express
You can learn more about this service here.

Who has access to the ANA Lounge?collapsed

The following passengers have access to the ANA Schengen Lounge: TAP international flights:

  • tap|executive passengers
  • Victoria Gold passengers and one guest (travelling on a TAP operated flight)
  • Star Alliance Gold passengers and one guest (travelling on a TAP operated flight)
  • tap|corporate passengers *
  • Passengers holding a TAP Platinum American Express card. *
TAP domestic flights:
  • Victoria Gold passengers and one guest (travelling on a TAP operated flight)
  • Star Alliance Gold passengers and one guest (travelling on a TAP operated flight)
* Travelling on TAP-operated flights with tap|executive, tap | plus, tap | classic and tap | basic fares.

When is the ANA Schengen Lounge open?collapsed

The ANA Schengen Lounge at Lisbon Airport is open from 5am to 11pm daily.

What services are available at the ANA Lounge?collapsed

The ANA Schengen Lounge at Lisbon Airport is an area for rest, relaxation, entertainment and work, with everything the passenger could want:

  • TV and Wi-Fi
  • International newspapers and magazines
  • Toilets with showers
  • Smoking room
  • Snacks and drinks

Where is the ANA Lounge located?collapsed

The ANA Schengen Lounge in Lisbon Airport is in the departure area on the 6th floor of Terminal 1.

Who has access to the Blue Lounge?collapsed

On domestic flights:

  • tap|executive passengers
  • tap|corporate passengers *
  • Passengers holding a TAP Platinum American Express card. *
On domestic and international flights:
  • Victoria Silver passengers (travelling on a TAP operated flight)
  • Passengers holding TAP Visa Gold, AMEX Gold, Victoria HSBC Mastercard Gold and Caixa Totta TAP Gold cards. *
* Travelling on a TAP operated flight with a tap|executive, tap|plus, tap|classic and tap|basic ticket.

How much does it cost to park my car at the airport?collapsed

You can find all information regarding parking costs here.

Can I book a parking space at the airport?collapsed

Yes. It is possible to book parking at Lisbon, Porto and Faro airports. You can book here.

What is the ValetXpress service?collapsed

ValetXpress is a pick-up and parking service, delivered by a skilled professional team who work for the security, convenience and comfort of our passengers. This service is available at Lisbon and Porto airports, for:

  • TAP passengers travelling tap|executive class
  • Passengers with Victoria Gold or TAP Corporate cards, travelling on TAP- operated flight in tap|executive, tap|plus, tap|classic ou tap|basic flight
  • Passengers with tap Platinum American Express, travelling on TAP- operated flight in tap|executive, tap|plus, tap|classic ou tap|basic class
On departure, an employee in the exclusive ValetXpress area will park your car for you.

What is Premium Boarding?collapsed

Premium Boarding is the most convenient and fastest way to board a TAP flight. You get priority while boarding long-haul TAP flights, departing from Lisbon airport, with:

  • A dedicated area at the boarding gate (not available on all medium-haul flights)
  • Boarding time of your choosing
  • Exclusive buses (available only when boarding is not by loading bridge)

Who can use Premium Boarding?collapsed

Premium Boarding is only valid for passengers:

  • Travelling in tap|plus or tap|executive class of a TAP-operated flight
  • Holders of: Victoria or Silver Gold cards, TAP Corporate card, Star Alliance Gold card and travelling on a TAP- operated flight

I'm travelling with children. Do I have priority boarding?collapsed

Yes. Families travelling with babies have priority boarding.

When do I have to be at the boarding gate?collapsed

Boarding starts:

  • 45 minutes before departure of intercontinental flights
  • 30 minutes before departure of European flights
Boarding gate closes 15 minutes before departure — we cannot guarantee you will be allowed to board your flight if you arrive after this time.

How do I know what my boarding gate is?collapsed

Please check the information panels in the boarding area. Keep in mind that the boarding gates may change.

How do I know which terminal my flight departs from?collapsed

All information on the airport and departure terminal is available on your electronic ticket. If you are travelling with TAP and need further information, please contact us.

I have a connecting flight. Will I have enough time to go from one plane to the other?collapsed

All the connections between flights have an estimated minimum time that ensures transfer without any constraints. Your connecting time is already guaranteed when you make your booking. If you have any more questions please contact us.

How do I know if my flight gets delayed?collapsed

We recommend you provide us with your email address and phone number in the booking process, to enable us to inform you of any changes.

Must I go through border control?collapsed

If you are travelling within the Schengen area, avoid queues at passport control and use RAPID (Automatic Recognition of Passenger ID system), by SEF — Serviço Estrangeiros e Fronteiras.





Can't find what you're looking for?

Do Ask. We'll Tell.

On social media
Contact Center & Skype


See all