Booking information – Information, management and related bookings

Booking information

Find the answers to your questions about bookings...

My flight was canceled. How do I proceed to receive the voucher? What are the steps to be taken when entering “Manage Booking”?

When accessing Manage Booking, choose the Edit or Change option, select Cancel and follow the steps until the voucher issuance request.

What should I do if my flight has been cancelled by TAP? Can I get a refund? How can it be requested?

Opt for a refund by voucher and it can be requested here. It will be for the full amount of the unsed ticket and we will also offer you an additional 20%. More information here.

Where can I change my flight?

Whenever possible, use the Manage Booking option. If you only want to change your flight dates, you can do so online. If you wish to change the route, it will also be necessary to contact the Contact Center. 

We are also offering an additional discount of 25 EUR/USD or 100 EUR/USD to discount on the fare difference. Find out more.

My ticket was purchased through a travel agency. Who do I contact to reschedule or request a refund, the agency or TAP?

You should contact your travel agency for any changes.

I already changed my flight and paid fees. Am I entitled to a refund of fees now?

There will be no refund of change fees already paid. Conditions are applied considering the date of the change and there is no retroactivity.

My fare is tap|discount, can I reschedule without paying the change fee?

Yes, as long as the ticket is issued until May 15 and the date of the first flight is before September 30 of 2020. More information here.

Can I change the route of my Stopover journey? How do I make this change?

Yes, it is possible. The change of route must be requested through the Contact Center or the travel agent through which you purchased your ticket.

How long does it take to issue the voucher

Due to the high number of requests, the issue may not be immediate and may take up to 30 days, but we are making every effort to issue and send the voucher as soon as possible.

I have an award booking, paid with miles. Can I get a refund?

Yes, all miles will be returned to the Client’s account and all the amounts paid in cash will be refunded by voucher, without charging the cancellation fee. The request need to made through the Contact Center.

Am I entitled to a refund for extra services, such as extra bags or reserved seats?

Additional services are not refundable. However they can be used 1 year after their purchase.

I have a voucher issued, until when do I have to use it?

All vouchers starting with VCHCV are valid for 2 years from the date of issue.

My voucher was requested or issued before the April 9, can I benefit from the additional 20% for the refund that was made through a voucher?

No, there is no retro-activity for this offer.

Can I use the voucher in more than one purchase?

Yes. The remaing amount will be available in the same voucher, which can be used to pay for other TAP flights or services.

Help videos

  • New TAP Fares | Intercontinental Flights

    From September 1st, TAP’s new fares apply to intercontinental flights. After this date, the discount fare will not include hold baggage.

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Contacts

Talk to us Send us your suggestions, praise or complaints. Tell us what we can do to ensure you have the best travel experience. Contact us

Contact Center

Monday to Sunday: From 8h to 24h (WET) Portugal mainland time
Reservations, changes and reimbursement only via Contact Center (please see above).
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