Flight delays and cancellations

Was your flight delayed, canceled or rescheduled? Check your options and rights here.

What to expect when your flight is canceled or changed?

  • We will notify you about the flight delay or cancellation via email and/or text message;
  • In the event of a flight cancellation, we will automatically book the next flight with seats available;
  • If you do not like the new flight and your booking is eligible, we will send you a link to your email so that you can change your flight.
  • We will do our best to book the same seats you selected previously;
  • In case of an overnight stay, we will provide free hotel accommodation until an alternative flight is available;
  • Depending on the waiting time until an alternative flight is available, we will offer you meals and beverages;
  • In the event of cancellations or delays, the passenger can make a complaint Talk to Us (Complains – Cancellation or Flight delay), which will be answered within 5 days.

What do you need to do?

  • Check your flight status on our website: flytap.com – "Flight information"
  • See if you have received the notifications we have sent via email or text message, which should include a link to an online platform where you will be able to manage your trip and choose an alternative flight.
  • You will be able to find alternatives for your trip and inform us of your decision through these online platforms;
  • If the email we have sent you does not include a link, please get in touch with our Contact Center;
  • Avoid queues and crowds: opt for the mobile check-in option instead of doing your check-in at the airport;
  • Make sure you go through airport security at least 45 minutes before your flight's scheduled departure time.
  • If your flight is an international flight, make sure you go through passport control at least 60 minutes before your flight's scheduled departure time.

Compensation methods

In case of denied boarding, TAP follows the provisions of ANAC Resolution 400/2016.

For more information on passenger rights and ANAC Resolution 400/2016, General Transportation Conditions.

Delays and Cancellations

For Brazilian passengers or passengers residing in Brazil, TAP handles irregularities in accordance with ANAC Resolution 400 (PDF, 0.1MB, PT).

In case of expenses generated by cancellations and delays, you can open a request through the Contact Us form, sending:

  • Names of all passengers affected by the request;
  • Details of all canceled or delayed flights covered by your trip (including ticket number, date, place of departure and destination, flight number, and airline operating the flight);
  • Invoices for hotel, food, and communication expenses related to cancellation/delay.

After analysis, TAP's Contact Us team will contact you via the e-mail indicated when the opening of the request.

For more information on passengers' rights and ANAC's Resolution 400, read the General Conditions of Carriage.

Request compensation/reimbursement of expenses

Ticket refund

You can request a refund of the full amount of your ticket for incomplete routes if you choose not to travel:
  • In case of flight cancellation;
  • In case of delays greater than 1 hour.

Refund types

  • In the original payment form, with 100% of the amount paid (for canceled flights and delays longer than 1 hour);
  • On vouchers (for canceled flights and delays longer than 1 hour) with a bonus of 10% in relation to the value of the ticket, and validity of 18 months.
Request refund
  1. You can check the voucher's expiry date in the 'Valid until' field;
  2. The voucher can be used to pay for trips and/or TAP services;
  3. The voucher can be used for online purchases at flytap.com;
  4. Passengers can use up to three vouchers per online purchase;
  5. If there is any outstanding amount to be paid, passengers can only use up to two vouchers; the remaining amount will be paid via credit card or any other method which is available when paying for the online purchase;
  6. If you want to use more than three vouchers on the same online purchase, or if the total amount of three vouchers is not enough to pay for the entire purchase, please contact our Contact Center;
  7. Passengers do not need to spend the voucher amount on a single purchase, as it will be deducted until the total amount has been used;
  8. The voucher may be used in various transactions. If the cost of the new ticket or service is lower than the voucher amount, the remaining balance will remain available to pay for other trips and/or TAP services;
  9. The voucher can be used to pay for a new ticket or service on behalf of someone other than the voucher holder;
  10. Voucher credits may not be sold.
If you need to reach our Contact Center, you can check for the most appropriate contact here.
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