If you have not received your baggage you must report the situation to us immediately, so we can resolve the issue as soon as possible.
Baggage problems - Know what to do
Have you not received your baggage?
Report delayed baggage
Let us know immediately if your baggage doesn’t arrive at your destination by filling out the Lost & Found online form within 12 hours of landing and avoid queues at the airport. Please be aware that the option of completing this form online is not available for flights to Brazil or Italy due to legal restrictions. You can report up to 5 pieces of baggage per form. This service is only available for flights operated by TAP Portugal, TAP Express and White Airlines.
You can also report missing baggage at the Lost & Found desks located in the baggage claim area.
The success rate is 95% and most baggage is delivered within 48 hours of registration of the loss.
If we are unable to find your baggage after 72 hours, we will request a more accurate description of the appearance and content, and also ask you to complete the baggage inventory form (PDF, 0.3MB, PT, EN). There is a deadline of 5 days after the loss to deliver the document.
Track your baggage
Stay up-to-date on the process to find your baggage.
You can check our baggage tracer at any time and make changes to the process data, using the registration number provided when reporting the loss.
Since all bags are very similar, any identifying details are very important.
Check your bag before leaving the airport. If it is damaged or you notice articles are missing, let us know immediately.
You can do it at the airport, at the Lost & Found desks near the carousels where the bags arrive, so your complaint is registered and the respective document issued.
You must keep this document until the matter is settled.
Compensation and liability
If we cannot find your baggage in a reasonable time, we are willing to compensate you as stated in the terms and conditions of our liability.
Please contact us in order to start the compensation process.
As specified in the Transportation Conditions, the liability of TAP for the loss and delay of baggage is limited and a loss process is only set in motion after analysis of the information.
If you do not report the loss at the airport you have up to 21 days after the date of the flight to make a written complaint.
We do not accept liability for losses that are reported after you have left the arrivals zone. We can only accept and pay compensation on processes that comply with the deadlines.