Search results
Closest Cities
    Content

    Personalised Assistance - Accompaniment

    Personalised assistance

    Learn about the TAP assistance service that helps you every step of your trip.

    The support you deserve

    TAP Personalised Assistance guarantees assistance for departures, arrivals and transfers. This support service available to all passengers who want to benefit from this assistance at all the stages of their flight. 

    This service is available at Lisbon, Porto and Funchal airports.

    Find out what personalised assistance includes

    • Assistance during check-in;
    • Transport of hold baggage;
    • There is assistance to the lounge, as long as it is included in the fare or the customer profile;
    • Boarding and deboarding in special vehicles. 
    This service does not overlap the services that the airline provides for medical or special assistance cases (such as reduced mobility passengers, unaccompanied children, etc.).

     

    In these cases, it is necessary to request the service required when booking the flight. See here for more information.

    How to request it

    The Personalised Assistance service is requested by completing an online form. 

    You can request it here.

    View the conditions for requesting the personalised assistance service.

    • All requests are made online and a minimum of 72 hours and maximum of 60 days before the departure date of the flight;
    • The request for assistance must be confirmed 24 hours before it is used, otherwise this service is cancelled;
    • It is exclusively paid for by credit card (Visa and Mastercard) and the transaction currency is the euro (€) All prices shown include VAT. Assistance is only valid after its payment;
    • View the levels of assistance available at each airport.

    Departures

    Facilities Personalised Assistance 1 Personalised Assistance 2 Personalised Assistance 3 Personalised Assistance 4
    Advance check-in x
    Personalised assistance with hold baggage x x
    Assistance at the check-in desk
    Escort to the boarding gate
    Coordination of most comfortable time to board
    Boarding in a separate vehicle x x
    Constant updates

    Arrivals

    Facilities Personalised Assistance 1 Personalised Assistance 2 Personalised Assistance 3 Personalised Assistance 4
    Escort from the plane to the arrivals hall
    Deboarding in a special vehicle x x
    Coordination of priority for collecting hold baggage x
    Personalised transport of baggage to the outdoor area x x
    Assistance with hold baggage irregularities

    Transfers


    We consider transfers to be flight connections occurring in a maximum of 5 hours. If the interval exceeds this referred time, then two TAP Assistance services are charged: Arrival and Departure, and the respective values are charged according to the price list shown below. The type of services we offer are:


    Facilities Personalised Assistance 1 Personalised Assistance 2 Personalised Assistance 3 Personalised Assistance 4
    Escort from the plane from arrival until boarding the connecting flight Not Applicable Not Applicable
    Deboarding / boarding in a special vehicle Not Applicable X Not Applicable
    Escort through the airport (to lounge, according to the type of fare purchased) Not Applicable Not Applicable

    Irregularities, changes or cancellations

    If you have not yet paid:

    If you want to make any changes or cancel the service before you have paid, please send an email to tapassistance@tap.pt and begin a new online request, provided it is still at least 72 hours beforehand. 

    If you have already paid:

    If you have already paid please send an email to tapassistance@tap.pt in the 24hours prior to the service. It is however subject to confirmation.

    • Level 1 assistance:
      • Non-refundable;
    • Level 2 to 4 assistance:
      • No penalty if cancellation occurs for reasons of force majeure or natural causes;
      • No penalty if cancelled 24 hours prior to the service;
      • Penalty of 50% of the amount paid when cancelled between 24 and 12 hours prior to the service;
      • No refund of the amount paid when cancelled within 12 hours of the provision of the service.
    Learn more about the cancellation conditions here (PDF, 0.8MB, EN).

     

    In the event of flight irregularity, the passenger procedure applies according to the purchased fare or product.