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    Arbitration board

    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.
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