Customer complaints at TAP Portugal are handled promptly and with competence. However, there may be different views. Therefore, TAP Portugal is a member of APF – “Agentur für Passagier- und Fahrgastrechte” (The Agency for Passenger Rights) in Austria.
Passengers travelling privately can apply for arbitration by contacting the above mentioned arbitration board if:
- The passenger flew with TAP Portugal;
- The passenger’s request is associated with the event of denied boarding, cancellation or a long delay of flights, or a baggage loss or delay, destruction or damage as well as breaches of duty regarding the transportation of disabled passengers and passengers with reduced mobility;
- The passenger has already contacted TAP Portugal with a formal request and has not received an answer within two months or
- Is not satisfied with the resolution of a request or is not in agreement with the fulfillment of a claim with TAP Portugal;
- The passenger’s request is not being processed by a national regulatory authority e.g. LBA Luftfahrtbundesamt (German federal aviation administration)
- Or hasn’t been submitted to a federal court.
The objectively independent and neutral Arbitration Board will examine the passenger’s request and make an extrajudicial proposal for a dispute resolution free of charge.
https://www.apf.gv.at | https://www.apf.gv.at/de/beschwerde-hinweise.html | https://www.apf.gv.at/de/beschwerdeformular-flug.html