Privacy and Cookies

“Personal data” means any information, of any nature and regardless of its medium (including sound and image), relating to a living, identified or identifiable natural person (data subject).

An identifiable person is one who can be recognized directly or indirectly, in particular by reference to an identification number or other specific elements of their physical, physiological, psychological, economic, cultural or social identity.

TAP Air Portugal collects your personal data through different means, directly or through other entities, such as:

• Our suppliers who provide services to you on our behalf;
• Our partners;
• Travel agents or other operators who book a flight for you.

Categories of personal data that we process:

1. When you use the flights search/booking services on our Platforms:
   To speed up the search and booking of flights, you will be asked for data related to your geographic location (if you have this functionality enabled on your devices) after you have given your express consent to this effect.
2. When booking a flight, creating a TAP account, joining the TAP Miles&Go Programme or making a purchase in the TAPStore:
   Data such as your first and last name, date of birth, contact details (email address, telephone number and postal address), passport details or other identification document, tax identification number, preferred language, frequent passenger number (if applicable) and details of your credit card or other payment method will be required.
   The collection of some of this data is mandatory, therefore, if it is not provided, TAP Air Portugal will not be able to provide the requested service or make the product available. In these cases, the Customer will always be duly informed of the obligation to provide such data in order to continue the process of acquiring services or products.
3. When you make a booking for certain specific destinations:
   In addition to the data specified in point 2. above, information may be requested, in accordance with the applicable legislation, which also includes your full name, nationality, number and type of travel document — passport or identification document — as well as its validity date and country of issue, address at the origin and/or destination as well as emergency contact.
4. When managing your flight:
   In addition to the data indicated in the points above, you may voluntarily provide us with other relevant information within the scope of your booking and itinerary, including, but not limited to, any assistance needs and/or dietary requirements, purchases of additional services related to the trip, among others.
5. When you make a booking on behalf of other passengers:
   You will have to provide personal data related to these passengers, you must for this reason ensure that you have their consent or another lawful basis for this purpose.
6. When you Check in or use our services at the airport:
   You will have to provide information about your flights (including connecting flights), about the baggage carried, contact details in the event of any operational disruption, as well as present your passport or other identification document, visas, vaccination certificates and other documents, which may vary depending on the destination or circumstances of your trip.
   If you need to declare a baggage irregularity, you may also have to provide contact details and addresses at the destination, as well as the description and value of the respective contents.
7. When you use our onboard sales services:
   This point refers to information about the purchase of products available on board. Have in mind that the data necessary for the commercial transaction will be collected, namely payment data.
8. When you contact TAP or are contacted by TAP:
   All communications you exchange with us, namely emails, letters or telephone calls to the TAP Contact Center.
9. When you interact with us on social media:
   All publications and messages on social media that you voluntarily send to TAP.
10. When you participate in our satisfaction surveys/questionnaires:
    Information collected when you share your opinion about us through these means.
11. When you use our Platforms, in accordance with our Cookies and other Tracking Technologies Policy:
    Information about how you use our Platforms, in particular your flight searches.

Special categories of personal data:

When we provide our services, we may collect information that may reveal your racial or ethnic origin, data relating to your health, your religious beliefs or possible criminal offenses. Under the applicable law, this information is considered “special categories of data” and may only be collected under the following conditions:

• If you have given your explicit consent;
• If it is necessary to do so due to a legal obligation imposed on TAP Air Portugal;
• If you have made it manifestly public.

This information will be collected and processed by TAP Air Portugal only in the following situations:

• If you have a specific health condition that we need to be aware of in order to provide the transportation service or if you require special assistance for or during a flight;
• If you give us any specific dietary requirements (requirements that may be related to your religious beliefs);
• When you provide us with your travel document details (your nationality may indicate your racial or ethnic origin).

The Customer's personal data is only used within the scope of the provision and management of the contracted services, as well as for the study, improvement and adaptation of our services to your interests and needs, with your consent.

You may, however, provide us with your personal data for other purposes, such as to receive institutional information from the TAP group, to participate in contests, auctions and market studies, to receive marketing communications from TAP Air Portugal (namely, campaigns and promotions related to our services and products), as well as from partners, whose products or services may contribute to improving your travel experience.

In this sense, we use your personal data for the following purposes and in accordance with the following legal bases:

A. Execution of contracts or pre-contractual steps, namely:

1. confirmation or modification of bookings and issuing of tickets;
2. sending information concerning the confirmation and/or changes to bookings;
3. sending information related to other contracted services and/or products;
4. sending information about payments and billing;
5. sending information related to your flights, including operational ones;
6. management of the Check-in process, including documentation verification, boarding, acceptance and handling of baggage;
7. access to Fast-track, Lounges and on-board services;
8. management of operational disruption situations;
9. response to requests, complaints, suggestions or contacts.

B. Legitimate interests of TAP Air Portugal, namely:

1. to send you relevant information about your trip;
2. to evaluate the service we provided to you following a flight;
3. for the purposes of preventing, investigating and prosecuting criminal offenses, such as fraud, for example, credit card or identity fraud, using fraudulent means to obtain special terms or fares;
4. to take legal action, including debt collection and defense in the event of legal disputes;
5. for audit purposes;
6. to ensure the safety of your flight;
7. for marketing communications from TAP Air Portugal, provided that you have not objected to the use of your data.
   

C. Express consent of the data subject, including but not limited to:

1. sending newsletters with regular offers from TAP Air Portugal and/or its partners;
2. receiving specific information and offers from TAP Air Portugal and/or its partners;
3. for market research and customer surveys;
4. for personalized use of the website and personalized offers, including the configuration of your profile;
5. to support processes related to the use of the website, with reminders and live chats;
6. for analytical purposes, so that we can optimize our offers for you.

Any consent given may be withdrawn at any time. The withdrawal of consent only has effect for the future and does not affect the legality of the data processed until the revocation.

D. Compliance with legal obligations, including legal requirements for security, customs and immigration control, and public health

TAP Air Portugal may collect and process personal data in order to comply with national and/or international legislation on immigration, territorial security, prevention, detection, investigation and repression of terrorism and serious and organized crime, in accordance with the legal regulations applicable to each trip, as well as to comply with the requirements established by health authorities, in terms of public health.

E. Defense of the vital interests of the data subject

TAP Air Portugal may also collect personal data if the processing is necessary to protect the vital interests of the data subject, in the event that the data subject is physically or legally incapable of giving consent (for example, due to incapacity resulting from a health problem manifested during a flight).

The period of time during which personal data is stored and retained varies according to the purpose for which the information is processed.

In fact, there are legal requirements that require data to be kept for a minimum period of time. Therefore, and whenever there is no specific legal requirement, the data will be stored and retained only for the minimum period necessary to pursue the purposes that motivated its collection or subsequent processing, under the terms defined by the law.

For example, when you make a booking with us, we will keep the information necessary to provide the contracted travel services and, subsequently, for the time necessary for us to manage or respond to any complaint or query related to your booking. We may also retain this information to improve your experience with TAP Air Portugal and ensure that you receive the benefits of our loyalty Programme.

Our databases are reviewed periodically and actively, so personal data will be deleted or anonymized at the end of its respective retention period, without prejudice to its retention in the event of any disputes.

Under the applicable legislation, the data subject may request, at any time, access to their personal data, as well as its rectification, deletion or the limitation of its processing and portability, or oppose its processing (with the exception of data strictly necessary for the provision of the service), directly through their Customer Area or through a request sent by email to the following address: [email protected].

You may obtain confirmation of which of your personal data is being processed, as well as access it, and, if you request it, you will be provided with a copy of the data being processed by TAP Air Portugal.

Under the terms of the law, you are also guaranteed the right, through the means mentioned above, to withdraw your permission for the processing of data whose consent constitutes the basis for the legitimacy of the respective processing. To this end, you have the right to withdraw your consent at any time, which does not, however, invalidate the processing carried out up to that date based on the consent previously given.

The Customer or User may also, at any time, request the deletion of their personal data, including the deletion of the TAP account or TAP Miles&Go Account itself, under the terms provided for by law.

You also have the right, under the applicable legislation, to request the limitation of the processing or portability of your data, provided that the legally provided conditions are met. To this end, you must submit a request through the means mentioned above.

Without prejudice to any other administrative or judicial remedy, if you consider that your data is not being legitimately processed by TAP Air Portugal, the data subject has the right to submit a complaint to the National Data Protection Commission (CNPD), located at Avenida Dom Carlos I, 134 - 1 º, 1200-651 Lisbon, Portugal (www.cnpd.pt) or to another competent supervisory authority, under the terms of the applicable legislation and this Privacy Policy.

This Privacy Policy applies to all Users of TAP Platforms. However, given the specific nature of the use of the aforementioned digital platforms (social networks, websites and TAP Air Portugal applications), it is important that some particularly relevant issues are duly regulated.

1. TAP Air Portugal is aware that the submission of personal information is a major concern for the Customer when using the Internet. On all our websites and applications, personal data collection forms require encrypted browser sessions.
2. All personal data you voluntarily provide to us is stored securely in our systems. Once stored, the best technical and procedural security practices are implemented to protect it.
3. Notwithstanding the security measures adopted by TAP Air Portugal, we warn that, when accessing the Internet, you should regularly take precautions and adopt additional security measures, namely by using an updated computer and browser. You must take precautions when using shared computers and while accessing your personal Customer accounts, avoiding sharing your access data with third parties.
4. Through our Platforms, we provide links to third party websites, which are subject to independent Privacy Policies. Please note that this Privacy Policy does not apply to such websites and that TAP Air Portugal is not responsible for the collection of your information by the aforementioned websites.

5. For your protection, access to some features available on some of our Platforms is protected by a password, which you should not share with third parties. For security reasons, we recommend that you memorize it and change it frequently.

6. We only request your credit/debit card details if you wish to make a booking or payment for a service or TAP product. We offer security in the use of our Platforms through SSL technology – Secure Socket Layer, which encrypts communications produced between your personal computer and the server, so that they cannot be intercepted. TAP does not save or store credit card data in its technological infrastructure, this process is carried out through external partners (PSP - Payment Service Providers), in compliance with international standards defined by the industry (PCI DSS Compliance).

For more information about cookies and how TAP Air Portugal uses them on its websites or applications, see the Cookies and other Tracking Technologies Policy.

TAP Air Portugal is committed to ensuring the confidentiality, protection and security of your personal data, through the implementation of appropriate technical and organizational measures that aim to protect it against any form of improper or illegitimate processing and against any accidental loss or destruction. To this end, we have systems and teams that guarantee data security, creating and updating procedures that prevent unauthorized access, accidental loss and/or destruction of personal data.

Always committed to complying with legislation regarding the protection of the Customers' personal data, TAP Air Portugal ensures that it processes this data only for the purposes for which it was collected or for which it is legally admissible, with the guarantee that it is processed with the appropriate levels of security and confidentiality.

Because we recognize the sensitivity of this information, our employees receive ongoing training on data protection and undertake not to disclose to third parties or use, for purposes contrary to the law, any personal information of TAP Air Portugal Customers that they have become aware of in the course of their duties.

In this context, TAP Air Portugal has also appointed a Data Protection Officer (or “DPO” – find out how to contact them in point 14 of this Privacy Policy), to monitor compliance with the applicable policies and standards regarding the protection of personal data.

As set out in this Privacy Policy (see point 11. “Under what circumstances do we communicate data to other entities?”), we may, in some cases, transmit your personal data to third parties. TAP Air Portugal has defined clear rules for contracting the processing of personal data with its subcontractors and requires them to adopt the necessary technical and organizational measures to protect it. However, in some situations, we may be legally required to disclose your personal data to third parties, such as government authorities, over whom we have limited control in terms of personal data protection.

Your personal data may be communicated to third parties in the following situations:

1. TAP Air Portugal may use other entities to provide certain services (such as handling services, information technology service providers, marketing, consultancy or auditing services, among others), which may imply access by these entities to your personal data. We ensure, however, that any subcontracting entity will process your data in our name, on our behalf and with the strict obligation to follow our instructions. These subcontracting entities offer sufficient guarantees for the implementation of technical and organizational measures so that data processing meets the requirements of the applicable law and ensures the security and protection of the rights of the data subjects, under the terms of the subcontracting agreements that were signed.

2. TAP Air Portugal may also transmit your personal data to third parties when part of the itinerary involves a flight operated by another airline, or when it considers such data communications to be necessary or appropriate (1) in light of the applicable law, (2) in compliance with legal obligations/court orders, (3) to respond to requests from public or government authorities or (4) due to complementary travel services, including those contracted by you from our partners (such as car rental companies, hotels and other third parties).

3. TAP Air Portugal may also send your personal data to airports, customs and immigration authorities, police, government and regulatory bodies when notified to do so or when necessary to transport you to your destination, in accordance with the law, and also to credit and debit card companies, credit information agencies and fraud control service providers, law firms and judicial bodies within the scope of legal, administrative, judicial or extrajudicial actions and proceedings and/or insurance companies.

   In any of the above-mentioned situations, TAP Air Portugal undertakes to take all reasonable measures to ensure the effective protection of the personal data it processes.

The provision of certain services by TAP Air Portugal may involve the transfer of your personal data to other countries (not belonging to the European Union or the European Economic Area), in order to manage the services contracted by you, comply with the legal obligations to which it is bound and respect the contractual commitments it establishes with third parties established in the countries in question.

TAP Air Portugal undertakes to take the necessary and appropriate measures, under the applicable law, to ensure the protection of all personal data that is subject to an international transfer.

TAP Air Portugal reserves the right to, at any time, make modifications or updates to this Privacy Policy. Those changes will be duly updated on our Platforms. We suggest that you check them regularly to be aware of any changes. When there are materially relevant changes to the Privacy Policy, TAP Air Portugal will notify Customers with an active TAP account.

You may contact TAP Air Portugal's Data Protection Officer (“DPO”) for further information on the processing of your personal data, as well as for any questions related to the exercise of the rights granted to you by the applicable legislation and, in particular, those referred to in this Policy, by completing the form “Exercise of Rights under the General Data Protection Regulation” (PDF, 1.2 MB, EN) and sending it to the following email: [email protected]. If you have any questions when completing the form, follow the instructions (PDF, 1.2 MB, EN).

Cookies are small data files that are generated on your computer, smartphone, tablet or any other device you use when you access a website. Cookies allow the owner of that page to store or retrieve certain information about the navigation you do on your equipment.

Examples:

• Our Cookies remember the language and country you select, so that when you access our website, the pages are displayed in the language you have chosen, and the departure airports correspond to those of the country you have indicated.
• If you have already started a booking process, you can interrupt it to navigate to other pages on the website and later resume your booking.

• Types of Cookies depending on the entity that manages them. Depending on the entity that manages the equipment or domain from which the Cookies are sent, and that processes the data obtained, it is possible to distinguish between:
  • First-party Cookies: Cookies that are sent to the user's terminal equipment from www.flytap.com.
  • Third-party cookies: Cookies that are sent to the user's terminal equipment from a device or domain that is not managed by TAP, but by another entity that processes the data obtained through the Cookies. Since these Cookies are implemented by third parties, blocking and uninstalling these Cookies is governed by their specific conditions and mechanisms.
• Types of Cookies according to the length of time they remain active on the terminal equipment.
  • Session cookies: Cookies designed to collect and store data while the user accesses a website. These Cookies are stored on the user's terminal until the user ends their browsing session.
  • Persistent cookies: Cookies in which the data remains stored on the terminal and can be accessed and processed for a period determined by the person responsible for the cookie, which can vary between a few minutes and several years.
• When do we use Cookies at TAP? At TAP, we use Cookies for the following purposes:
  • Technical aspects: Cookies that allow the user to browse the website or platform and use the different options or services provided, such as, for example, controlling traffic and data communication, identifying the session, accessing restricted access areas, using security elements during browsing or storing content to transmit videos or sounds, or sharing content on social networks such as Twitter, Facebook, Google+ or YouTube. These are session and persistent cookies. They are used, for example, to:
    • Balance website traffic and provide Customers with a reliable, uninterrupted service.
    • Limit traffic to key areas of the website to maintain performance levels.
    • Enable the operation and provision of the services offered to the users coming from other Internet pages where they searched for our services.
    • Save your acceptance of the Privacy Policy, Cookies Policy and Terms and Conditions of the website, without which access to flytap.com is not permitted.
  • Ease of use: Cookies that allow the user to access the service with certain features that are predefined based on a series of criteria in the user's terminal, such as, for example, the type of browser used to access the service, the regional configuration from which the service is accessed, etc. Examples:
    • Collect feedback on Customer satisfaction through surveys on our website.
    • Obtain data on how the website is used by visitors, in order to improve its usability.
  • Analysis: Cookies that allow us to quantify the number of users and thus carry out statistical measurements and analyses on the use they make of our website. This is done by analyzing your navigation on our website in order to improve it. To do this, we:
    • Collect feedback on Customer satisfaction through surveys on our website.
    • Obtain data on how the website is used by visitors, in order to improve its usability.
  • Advertising: Cookies that allow the management, in the most effective way possible, of the advertising spaces that may be included on our website, for example:
    • Allow flytap.com to present different versions of a page, for commercial purposes.
    • Control offers on flytap.com for instant promotions.
    • Allow third parties to display appropriate advertisements and measure their effectiveness.
      Please note that, despite this, if you choose to delete or eliminate Cookies, we will not be able to keep track of the advertising you have chosen not to see, so you may be impacted by it again when you visit other websites.
  • Behavioral advertising: Cookies that store information about user behavior, which is obtained through continuous observation. Thanks to these Cookies, we can learn about your Internet browsing habits and show you advertising related to your browsing profile.

• What does “behavioral advertising/interest-based advertising” mean?
  • • Online behavioral advertising (also called interest-based advertising) is a way of displaying advertising on websites you visit in a way that is more relevant to you and your interests.
    • Shared interests are grouped based on the user's previous Internet browsing activity, in order to subsequently show you advertising that matches your shared interests. In this way, advertising can be as relevant and as useful as possible. Relevant ads may also be displayed based on the content of a website you have just visited. This practice is called retargeting.

You can authorize, block or delete the Cookies installed on your equipment through your Internet browser settings, or by clicking on the “Configure Cookie preferences” button at the top of this page.

If you do not allow Cookies to be installed in your browser, you may not be able to access some services and your experience on our website may be less satisfactory.

• How do I refuse or not consent to the use of Cookies through the browser?
  You can refuse Cookies by modifying the settings of your Internet browser (Internet Explorer, Google Chrome or Mozilla Firefox, for example). Please note that if you do not allow the use of Cookies in some areas of our website, some content may not be accessible or may not function correctly. The links below provide all the information you need to configure or disable Cookies in the main browsers:
  • Google Chrome
  • Mozilla Firefox
  • Internet Explorer
  • Safari
  • Safari for IOS (iPhone e iPad)
  • Chrome for Android

  However, please note that if you delete Cookies:

  • We will not know if you have opted out of seeing any advertising based on your online behaviour, so it is likely that you will see some of our third-party advertisers' advertising again when you visit other websites.
  • We will not automatically recognize whether you have accepted our Privacy Policy, Cookies Policy and the website's General Terms and Conditions, so we will ask you to confirm your acceptance of these terms, together with the configuration of your language and country preferences.

• How do I opt out of online behavioral advertising?
• There are several websites that can help you opt out of the online behavioral advertising that is delivered by third-party advertising agencies, which use this information for the websites' advertisers.
• Please note that even if you reject the use of advertising based on online behavior through such services:
  • This does not mean that the advertising for TAP products and services on our websites will no longer be personalized to your interests.
  • This action does not cover the use of all advertising based on online behavior, as it only applies to third-party advertising agencies that have registered to use these services.
  • This does not mean that you will no longer see advertising on our website or on other websites you visit. However, the advertising you see will be less tailored to your interests.

Additionally, deleting Cookies from your browser may delete some preferences you have set to not receive certain services, so you may have to cancel that type of subscription/registration again.

If you have any problem related to the use of Cookies on this website, or wish to exercise your right of access, rectification, deletion, limitation, opposition and portability, please, contact us by email at [email protected].

TAP may communicate your data exclusively for the purposes indicated in the section “When do we use Cookies at TAP?”, to other entities of the TAP group, public administrations and other individuals or legal entities that also carry out any of the activities listed above, as well as to entities with which the TAP group enters into collaboration agreements, all of this whether or not any transaction is formalized, or, in your case, once the existing contractual relationship has ended, and without the need to communicate to you each first communication made to the aforementioned recipients.

In the case of entities that you have used to obtain information about our flights or service offers (for example: search platforms that focus on flights, trips and offers), for the exclusive purpose of managing relations between TAP and said entities (for example: accumulation of conversion commissions on purchases).

Within the scope of the communications mentioned in the previous paragraph, international transfers of data may take place to third countries or international organisations, for which there is or is not an adequacy decision by the European Commission. International transfers to countries that cannot guarantee an adequate level of protection are exceptional and will only take place when they are essential for the proper development of the contractual relationship.

TAP reserves the right to modify this Cookies Policy based on regulatory and legislative requirements, or to adapt this policy to the instructions of the National Data Protection Commission (CNPD). If there are any significant changes to this Cookies Policy, these will be duly communicated to the users. By browsing and remaining on our digital media, you are accepting the use of the aforementioned Cookies, as well as the conditions of this Cookies Policy.

Cookie List

• Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these Cookies, but some parts of the website will not work. These cookies do not store any personally identifiable information.

• Performance Cookies

These cookies allow us to count visits and traffic sources so that we can measure and improve the performance of our website. They help us to know which pages are the most and least popular and see how visitors move around the website. All information collected by these Cookies is aggregated and therefore anonymous. If you do not allow these cookies to be stored, we will not know when you visited our website.

• Functional Cookies

These cookies enable the website to provide enhanced functionality and personalization. They may be set by us or by third party suppliers whose services we have added to our pages. If you do not allow these cookies to be stored, some or all of these features may not function properly.

• Targeting Cookies

These cookies may be set through our website by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store personal information directly, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies to be stored, you will experience less targeted advertising.