Arbitration Board

Customer complaints at TAP Air Portugal are handled promptly and with competence. However, there may be different views. Therefore, TAP Portugal is a member of SÖP Schlichtungsstelle Reise & Verkehr e.V (Arbitration Board for public passenger transportation).

Passengers travelling privately can apply for arbitration by contacting the above mentioned Arbitration Board if:

  • The passenger flew with TAP Air Portugal after the 01.11.2013;
  • The passenger’s request is associated with the event of denied boarding, cancellation or a long delay of flights, or a baggage loss or delay, destruction or damage as well as breaches of duty regarding the transportation of disabled passengers and passengers with reduced mobility;
  • The passenger has already contacted TAP Air Portugal with a formal request and has not received an answer within two months or is not satisfied with the resolution of a request or is not in agreement with the fulfillment of a claim with TAP Air Portugal;
  • The passenger’s financial claim is at least 10 euro and 5.000 euros at the most;
  • The passenger’s request is not being processed by a national regulatory authority e.g. LBA Luftfahrtbundesamt (German federal aviation administration)
  • Or hasn’t been submitted to a federal court.

The objectively independent and neutral Arbitration Board will examine the passenger’s request and make an extrajudicial proposal for a dispute resolution free of charge.
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