Transport Conditions

General Conditions of Carriage

Your transport agreement with TAP is governed by:

Liability of air carriers for passengers and their baggage

Effective as of 30 December 2009, the informative note (PDF, 0.1MB, EN) contains all the rules followed by EU air carriers in matters of liability, as required by EU legislation and the Montreal Convention.

This notice is required by Regulation (EC) 261/2004 (PDF, 0.1MB, EN)  of the European Parliament and of the Council of 11 February 2004. Please ensure that this regulation is complied with by the responsible appointed body.

Notice of cancellation

Application

The following rules apply:

Rules on compensation and assistance

1. If your flight has been cancelled, TAP PORTUGAL will offer you the following assistance:

1.1 A choice between:

(a) reimbursement within seven days (in cash, by bank transfer, bank check or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure;
(b) rerouting to your final destination under comparable transport conditions at the first opportunity;
(c) rerouting to your final destination under comparable transport conditions on a later date at your convenience, subject to availability of seats.

Note 1: Point (a) above also applies to passengers whose flights are part of a package, with the exception of the right to reimbursement if it exists pursuant to Directive 90/314/EEC.

Note 2: Whenever a city or region is served by several airports and TAP PORTUGAL offers you a flight to an airport alternative to that for which the booking was made, TAP PORTUGAL will bear the cost of your transfer from the alternative airport to the airport for which the booking was made or to another close-by destination agreed with you.

1.2 Furthermore, TAP PORTUGAL will offer you free of charge:

(a) meals and refreshments in reasonable proportion to the waiting time;
(b) a phone card, two phone calls or other means to communication (e.g. fax, telex).

1.3 If you are rerouted in relation to your cancelled flight and the reasonably expected departure time is at least the day after the scheduled departure time of your cancelled flight, TAP PORTUGAL will also offer you:

(a) hotel accommodation, if:

Note: Any expenses related to points (a) and (b) in 1.2 and 1.3 above incurred after the third hour prior to the departure time of the return flight mentioned in (a) in 1.1(a) above or of the rerouting flight mentioned in 1.1(b) or (c) shall be on your account.

1.4 You will be entitled to the following compensation payable pursuant to 1.1 (a) above:

(a) EUR 250 for all flights up to 1,500 kilometres;
(b) EUR 400 for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
(c) EUR 600 for all flights not covered by points (a) or (b).

Note: The basis for calculating the distance must be the last destination at which the passenger will arrive later than the scheduled time due to the cancellation. Distances will be measured by the orthodromic method.

Unless:

2. If you are offered rerouting to your final destination on an alternative flight pursuant to 1.1(b) or (c) above and its arrival time does not exceed the scheduled arrival time of the flight originally booked by:

(i) two hours (for any flights up to 1,500 kilometres);
(ii) three hours (for any intra-Community flights over 1,500 kilometres and any other flights between 1,500 and 3,500 kilometres);
(iii) four hours (for any flights not covered by points (i) or (ii), TAP PORTUGAL may reduce the compensation provided for in 1.4(a), (b) and (c) above by 50%.

3. The assistance provided for in this notice is applicable, without prejudice to any rights that you may have under applicable legislation (such as Directive 90/314/EEC on packages), to additional compensation, although any such assistance may be deducted from said compensation.

4. Persons with reduced mobility and any persons accompanying them and unaccompanied children are entitled to receive assistance pursuant to (a) and (b) of points 1.2 and 1.3 above as soon as possible and TAP PORTUGAL will pay special attention to their needs.

5. Any voucher or MCO issued by TAP PORTUGAL for any reimbursement or payment may only be used for TAP PORTUGAL flights or services and only if they are directly provided by TAP.

6. For the purpose of these rules, the following definitions shall apply:

Notice of delay

Application

Note: This is not applicable if TAP PORTUGAL can prove that the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.

Rules on compensation and assistance

1. If TAP PORTUGAL reasonably expects that a flight be delayed beyond its scheduled departure time:

(i) For two hours or more for any flights up to 1,500 kilometres;
(ii) Three hours or more for any intra-Community flights over 1,500 kilometres and any other flights between 1,500 and 3,500 kilometres;
(iii) Four hours or more for any flights not covered by (i) or (ii).

Note: Distances must be measured by the orthodromic method.

TAP PORTUGAL will offer you free of charge:

(a) meals and refreshments in reasonable proportion to the waiting time
(b) a phone card, two phone calls or other means to communication (e.g. fax, telex)

1.1 If the reasonably expected departure time is at least on the day after the scheduled  departure time, TAP PORTUGAL will also offer you, free of charge and in addition to the assistance described in 1 above:

(a) hotel accommodation if:

1.2 If the delay is at least five 5 hours and you decide not to travel on the delayed flight, TAP PORTUGAL will also offer you, in addition to the assistance described in 1 and 1.1 above: reimbursement, within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure.

Note: The above provision also applies to passengers whose flights are part of a package, with the exception of the right to reimbursement if it exists pursuant to Directive 90/314/EEC.

2. Any expenses related to points (a) and (b) of 1 and 1.1 above incurred after the third hour prior to the departure of the delayed flight or return flight mentioned in 1.2 above will be on your account.

3. TAP PORTUGAL will provide you with the assistance described in this notice within the periods established in (i), (ii) and (iii) of point 1 above for each type of distance.

4. The assistance described in this notice is applicable, without prejudice to any rights that you may have under applicable legislation (such as Directive 90/314/EEC on packages), to additional compensation, although any such assistance may be deducted from said compensation.

5. In the event of a delay of any duration, persons with reduced mobility and any persons accompanying them and unaccompanied children are entitled to receive assistance pursuant to points 1 and 1.1 above as soon as possible and TAP PORTUGAL will pay special attention to their needs.

6. For the purpose of these rules, the following definitions shall apply:

Notice of denied boarding

Application

The following rules apply:

Rules on compensation and assistance

1. Denied boarding is refusal by an air carrier to carry a passenger on a flight, even if s/he presents him/herself for boarding as stipulated above in "Application", unless there are reasonable grounds to do so, such as health, security or lack of the necessary travel documentation.

2. Before denying boarding on a flight, TAP PORTUGAL will call for volunteers to surrender their booking in exchange for benefits on conditions to be agreed upon and assistance pursuant to 3.2 (a) to (c) below, all as set out on the "Denied Boarding - Volunteer" form, which will be signed by the passengers who agree to surrender their bookings.

3. If there are insufficient volunteers and TAP PORTUGAL denies you boarding against your will, TAP PORTUGAL will immediately:

3.1 Compensate you (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) as follows:

(a) EUR 250 for all flights up to 1,500 kilometres;
(b) EUR 400 for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
(c) EUR 600 for all flights not covered by points (a) or (b);

Note 1: The basis for calculating the distance must be the last destination that the passenger will reach later than the scheduled time due to being denied boarding. Distances must be measured by the orthodromic method.

Note 2: If you are offered rerouting to your final destination on an alternative flight pursuant to 3.2(b) and (c) below and its arrival time does not exceed the scheduled arrival time of the flight originally booked by (i) two hours (for any flights up to 1,500 kilometres), (ii) three hours (for any intra-Community flights over 1,500 kilometres and any flights between 1,500 and 3,500 kilometres) or (iii) four hours (for any flights not covered by points (i) or (ii)), TAP PORTUGAL may reduce the compensation provided for in 3.1(a), (b) and (c) above.

3.2 Furthermore TAP PORTUGAL will offer you free of charge a choice between:

(a) reimbursement, within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure;
(b) rerouting to your final destination under comparable transport conditions at the first opportunity;
(c) rerouting to your final destination under comparable transport conditions on a later date at your convenience, subject to availability of seats;
(d) meals and refreshments  in reasonable proportion to the waiting time;
(e) hotel accommodation if:

(f) transport between the airport and the place of accommodation (hotel or other);
(g) a phone card, two phone calls or other means to communication (e.g. fax, telex)

Note 1: Point (a) above also applies to passengers whose flights are part of a package, with the exception of the right to reimbursement if it exists pursuant to Directive 90/314/EEC.

Note 2: Any expenses related to points (w) to (z) above incurred after the third hour prior to the departure time of the return flight mentioned in point (a) above or the rerouted flight mentioned in points (b) or (c) above will be on your own account.

Note 3: Whenever the city or region is served by several airports and TAP PORTUGAL offers you a flight to an airport alternative to that for which the booking was made, TAP PORTUGAL will bear the cost of your transfer from the alternative airport to the airport for which the booking was made or to another close-by destination agreed with you.

4. If TAP PORTUGAL places you in a class higher than that for which your ticket was purchased, it may not request any supplementary payment. If TAP AIR PORTUGAL places you in a class lower than that for which your ticket was purchased, it will reimburse you within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services):

(a) 30% of the fare for all flights up to 1,500 kilometres;
(b) 50% of the fare for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
(c) 75% of the fare for all flights not covered by points (a) or (b).

5. Unless you have surrendered your booking voluntarily and if you agree in writing to payment of compensation with travel vouchers and/or other services, your compensation will be increased by 20%.

6. Unless you have surrendered your booking voluntarily, the assistance described in this notice applies, without prejudice to any rights that you may have under applicable legislation (such as Directive 90/314/EEC on packages), to additional compensation, although any such assistance may be deducted from said compensation.

7. persons with reduced mobility and any persons accompanying them and unaccompanied children are entitled to receive assistance pursuant to 3 (w) to (z) above as soon as possible and TAP PORTUGAL will pay special attention to their needs.

8. Any voucher or MCO issued by TAP PORTUGAL for any reimbursement or payment may only be used for TAP PORTUGAL flights or services and only if they are directly provided by TAP.

9. For the purpose of these rules, the following definitions shall apply:

Voluntary commitment on air passengers' rights

European airlines drafted the Airline Passenger Service Commitment (PDF, 0.1MB, EN) following consultations with air passenger representatives, European governments and the European Commission.

This document covers 14 areas before travel, during travel and after travel.

It describes the level of service air travellers may expect consistently from signatory airlines.

It will enable air travellers to make a more informed choice of airline when planning their travel arrangements.

This information is available in Portuguese and English.

Security Measures at Airports

European Union

Passenger information:

Following the events on 10 August 2006, the European Union adopted security measures restricting the quantity of liquids allowed through screening points in order to protect all passengers against the new threat of liquid explosives.

These security measures apply:

The items must fit comfortably into the bag so that it closes easily and its contents can be seen and identified.

Liquids are:

Exceptions

When asked, passengers must provide proof of authenticity of the exempted liquid by tasting it or applying it to the skin.

Injected Medications

Although no authorization is required to carry injected medication, we advise our passengers to carry justifiable documents e.g. medical certificate or any other document attesting to the need of the LAG (liquids, aerosols and gels) during the trip in order to make it easier and quicker control through security.

For further information contact:
Email: falsec@inac.pt
Fax: (+351) 21 842 35 87
Address: B Street, Building 4 - Portela Airport 4
1749-034 Lisbon - PORTUGAL

Notes:

These restrictions do not apply to liquids bought and packed in tamper-evident bags at stores at the airport beyond boarding pass control or on board an aircraft belonging to a European Union airline.

However, tamper-evident bags must not be opened before the security screening points and must, whenever possible, remained closed and tamper-proof until arrival at your final destination.

These measures do not apply to bags handed in at check-in desks as hold baggage.

Other measures:

Passengers' coats and jackets are screened separately from cabin baggage.

Laptop computers and other large electrical devices must be removed from cabin baggage before screening and screened separately.

Recommendations:

To check full legislation, please consult:

Brazil

Regulations on limits on the transport of liquids on international flights

All passengers travelling on international flights or needing to use the international departures lounge are subject to the following restrictions on their hand baggage:

Liquids:

Exceptions to these limits are medications accompanied by a prescription, baby food and liquids for special diets in sufficient quantity for the duration of the flight, including any stopovers. They must be presented during the inspection.

Special Transport

Regulation on rights of persons with disabilities and persons with reduced mobility in air transport here (PDF, 0.1 MB, EN).

Online Dispute Resolution (ODR)

As from 15th February, 2016, the new electronic platform for online dispute resolution (ODR) shall be made available for consumers and traders. The access to the platform can be made through the European Commission’s website.

This platform aims for the resolution of disputes in a faster, easier and less expensive way.

Every time a consumer files a complaint on the ODR platform, the alternative dispute resolution bodies will act as arbitrators between the parties to solve the question.

Further information on the alternative dispute resolution (ADR) and the Online Dispute Resolution Platform (ODR) is available on the EU Consumers Directorate-General website or on the CEC website.

As a consumer you may use the European commission's online dispute resolution platform to submit your complaint if you wish. This platform provides easy access to alternative dispute resolution (ADR). This can be done by completing the electronic form available via this link.