Flying with TAP – Frequently asked questions at the airport and during the flight

Flying with TAP

Find the answers to the most common travel questions, whether at the airport or on the plane.

How do I know if my flight gets delayed?

We recommend you provide us with your email address and phone number in the booking process, to enable us to inform you of any changes.

I have a connecting flight. Will I have enough time to go from one plane to the other?

All the connections between flights have an estimated minimum time that ensures transfer without any constraints.

Your connecting time is already guaranteed when you make your booking. 

If you have any more questions please contact us.

I missed my connecting flight. What should I do?

Once at the airport, please contact the TAP ground handling agent for any operational issues.

My flight is delayed. Do I get a compensation?

Once at the airport, please contact the TAP ground handling agent for any operational issues.

You can always check Passengers Rights here.

I want to change my connection flight. What should I do?

Once at the airport, if you want to change your connection flight, please contact the TAP ground handling agent for any operational issues.

Must I go through border control?

If you are travelling within the Schengen area, avoid queues at passport control and use RAPID (Automatic Recognition of Passenger ID system), by SEF — Serviço Estrangeiros e Fronteiras.

In which airports can I use my E-Passport?

All European Union citizens aged 18 years or over, holding an electronic passport, can now use the electronic border control devices at the main Portuguese airports (Lisbon, Porto, Faro, Funchal and Ponta Delgada).

What is the Green Way / Fast Track service?

The Green Way or Fast Track service gives priority at X-rays and security control, giving you easier and faster access to your gate.

In which airports can I use the Green Way / Fast Track service?

The Green Way or Fast Track service is available at the following airports.

Where is the ANA Lounge located?

The ANA Schengen Lounge in Lisbon Airport is in the departure area on the 6th floor of Terminal 1.

Who has access to the Ana's Lounge Schengen?

The following passengers have access to the ANA Schengen Lounge: 

  • TAP Passengers on international flights:
    Passengers traveling in business class;
    TAP Miles&Go Gold passengers and a guest (travelling on a TAP-operated flight);
    Star Alliance Gold passengers and a guest (travelling on a TAP-operated flight);
    Tap|corporate passengers;
    Passengers holding a TAP Platinum American Express card.

  • TAP Passengers on domestic flights:
    TAP Miles&Go Gold passengers and a guest (travelling on a TAP-operated flight);
    Star Alliance Gold passengers and a guest (travelling on a TAP-operated flight).

When is the ANA Schengen Lounge open?

The ANA Schengen Lounge at Lisbon Airport is open from 5am to 11pm daily.

What services are available at the ANA Lounge?

The ANA Schengen Lounge at Lisbon Airport is an area for rest, relaxation, entertainment and work, with everything the passenger could want:

  • TV and Wi-Fi;
  • International newspapers and magazines;
  • Toilets with showers;
  • Smoking room;
  • Snacks and drinks.

Can I book a parking space at the airport?

Yes. It is possible to book parking at Lisbon and Porto airports.

You can book here.

What is Premium Boarding?

Premium Boarding is the most convenient and fastest way to board a TAP flight. You get priority while boarding long-haul TAP flights, departing from Lisbon airport, with:

  • A dedicated area at the boarding gate (not available on all medium-haul flights);
  • Boarding time of your choosing;
  • Exclusive buses (available only when boarding is not by loading bridge).

Who can use Premium Boarding?

Premium Boarding is only valid for passengers:

  • Travelling in tap|plus or tap|executive class of a TAP-operated flight;
  • Holders of: 
    • TAP Miles&Go or Silver Gold cards;
    • TAP Corporate card;
    • Star Alliance Gold card and travelling on a TAP- operated flight

I'm travelling with children. Do I have priority boarding?

Yes. Families travelling with babies have priority boarding.

When do I have to be at the boarding gate?

Boarding starts:

  • 45 minutes before departure of intercontinental flights;
  • 30 minutes before departure of European flights.
Boarding gate closes 15 minutes before departure — we cannot guarantee you will be allowed to board your flight if you arrive after this time.

How do I know what my boarding gate is?

Please check the information panels in the boarding area.

Keep in mind that the boarding gates may change.

How do I know which terminal my flight departs from?

All information on the airport and departure terminal is available on your electronic ticket.

If you are travelling with TAP and need further information, please contact us.

Online services

Before the flight

Help videos

  • TAP Digital Kiosk

    A better way to read onboard

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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: 08h00 - 22h00
Reservations, changes and reimbursement only via Contact Center (please see above).
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