Support panel – Need help?

Do you need help?

You’re at the right place!

Questions you might have...

Can I ask for a ticket refund online?

Yes. You can make the online request in this page.

Find out more about Booking information

Which bookings can be changed online?

All bookings that have been made directly with TAP (online, at TAP desks, at the contact center or in stores) can be changed if the tickets have been issued for more than 24 hours.

Bookings that involve ancillary services cannot be changed:

these include unaccompanied minors,
sports equipment,
extra baggage,
transport of animals in the cabin and/or in the hold,
bicycles,
medical cases and
the carrying of weapons.

The following can also not be changed: bookings made through travel agencies, bookings made through the TAP Miles&Go (Miles) Programme, bookings made through the Corporate programme, bookings using promotional codes and group bookings.

Find out more about Prepare and manage journey

My luggage did not appear at baggage reclaim. What should I do?

If your luggage is missing, please follow these steps:

Report it to the TAP counter (Lost & Found), before leaving the baggage reclaim area;
TAP will immediately start searching for the luggage through a universal system — the Worldtracer. To learn more about the process, please contact the phone number provided when the report is issued. Alternatively, you can check Worldtracer at TAP's website;
Once TAP has your luggage, it will be sent to the address you provided in the report or you will be informed of the collection procedure.

Find out more about Baggage

How do I create a TAP client account?

Create a TAP Account here. Once you have provided your details you receive an email with a link via which you can activate your registration and choose a password. This link is valid for 24 hours. After this period, you need to register again.

Find out more about Client Area

Frequently asked questions

Any questions? Find the answers here.

Book

Booking information

Prepare and manage journey

Baggage

Check-in

Flying with TAP

Client Area

TAP Miles&Go Program

TAP Corporate Program

About TAP

Online Services

All the tools you need to help you before, during and after your trip.

See all (21)

Help videos

Watch our help videos and find an interactive answer to your questions!

Hand baggage guide
Whenever you travel with TAP you can carry cabin luggage completely free of charge.
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.
Time to Think
TAP gives you the opportunity to guarantee your booking for 48 hours without the price of the flight changing.

See all (7)

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

Online support

Phone

(+351) 211 234 400

Monday to Sunday: From 8h to 24h (WET) Portugal mainland time

See all