Conditions of Carriage

This notice is mandatory by Regulation (EC) No. 261/2004 of the European Parliament and of the Council of the European Union of 11 February 2004 (PDF, 0.1 MB, EN). Please request the enforcement of these regulations from the responsible entity.

Please refer to the contact details of the entities responsible for enforcing air passenger rights (PDF, 0.2 MB, EN).

Cancellation Notice

The following provisions apply:

• In the event of the non-operation of a flight previously scheduled to be operated by TAP Air Portugal and on which there is at least one seat reserved;
  
• To passengers on flights departing from European Union (EU) airports and to passengers on flights operated by EU carriers departing from airports outside the EU to an airport within the EU (unless passengers received benefits, compensation, and assistance in the country of the airport outside the EU);
  
• Provided that the passengers hold a confirmed booking for the related flight or, irrespective of the reason, the airline or tour operator transferred their originally booked flight to another flight;
  
• Only to passengers with fares available to the public directly or indirectly or tickets issued through a frequent passenger program or other commercial program.
  

Rules on compensation and assistance

1) In the event of a flight cancellation, TAP Air Portugal will provide the following assistance:

1.1) Which options are available:

1. A refund within seven days (in cash, by electronic bank transfer, bank cheques, or, with the passenger’s written consent, trip vouchers, or other services) of the ticket's whole purchase price or for the uncompleted trip segments. The trip segments used are also eligible for a refund if the flight no longer suits the initial trip plan, and, in the latter case and where applicable, a return flight (at the earliest possible date) to the primary point of departure will be available;
2. Passenger rerouting, under comparable transport conditions, to the final destination, at the earliest opportunity;
3. Passenger rerouting, under comparable transport conditions, to the final destination at a later date at the passenger's convenience, subject to availability of seats.

Note 1: The provisions on paragraph 1) also apply to passengers whose flights include a package trip, except for the right to refund established under the EU Directive 2015/2302.

Note 2: Whenever a city or region has several airports, and TAP Air Portugal offers a flight to an alternative airport to that of the original booking, TAP Air Portugal will bear the cost of the transfer from the alternative airport to the airport indicated in the initial booking, or to another nearby destination agreed with the passenger.

1.2) In addition, TAP Air Portugal will offer, free of charge:

1. Meals and drinks in reasonable proportion to the waiting time;
2. Telephone card, two telephone calls, or other means of communication.

1.3) In the event of rerouting related to a canceled flight, if the reasonably expected dep time is at least the day after the scheduled dep time of the canceled flight, TAP Air Portugal will also offer:

1. Hotel accommodation, if:
   • the passengers need a stay of one or more nights;
   • the passengers need to extend their stay beyond the original schedule.
2. Transport between the airport and the place of accommodation (hotel or other).

Note: The passengers will be responsible for any costs related to the paragraphs 1.2) and 1.3) above, and paid after the third hour before the return flight's dep time referred in paragraph a. of 1.1) above, or of the rerouting flight referred in paragraphs b. and c. of 1.1) above.

1.4) The passengers are entitled to the following compensation, to be paid following the provisions of paragraph a. of 1.1) above:

• 250 euros for all flights up to 1 500 kilometers;
  
• 400 euros for all intra-Community flights above 1,500 kilometers and all flights from 1 500 to 3 500 kilometers;
  
• 600 euros for all flights not covered in the above paragraphs.

Nota: We use the passenger's last destination, on which, due to cancellation, the arrival will be affected, as a base to determine the corresponding distance. Distances must be measured using the great circle route method.

Except for:

• The cancellation was notified to the passenger at least two weeks before the scheduled time of departure;
  
• The cancellation was notified to the passenger between two weeks and seven days before the scheduled departure time. Rerouting was provided, allowing the passenger to leave up to two hours earlier than the original departure time and to arrive at the final destination up to four hours later than the original arrival time; or
  
• The cancellation was notified to the passenger less than seven days before the scheduled departure time. Rerouting was provided, allowing the passenger to depart up to one hour before the scheduled departure time and arrive at the final destination up to two hours after the scheduled arrival time;
  
• TAP Air Portugal can prove that the cancellation was caused by unavoidable, extraordinary circumstances, even if deploying all reasonable measures.

2) When rerouting to the passenger's final destination is provided on an alternative flight following paragraphs b. and c. of 1.1) above, whose arrival time does not exceed the flight's scheduled arrival time of the initial booking above:

• two hours (in flights up to 1 500 kilometers);
  
• three hours (in all intra-Community flights exceeding 1,500 kilometers and flights between 1 500 and 3 500 kilometers);
  
• four hours (in all flights not covered by the previous sections, TAP Air Portugal may reduce by 50% the compensation referred to in paragraph 1.4) above.
  

3) The assistance stipulated in this notice applies without prejudice to any rights conferred under the EU Directive 2015/2302.

4) Reduced mobility passengers and all accompanying persons, as well as unaccompanied children, are entitled to, at the first opportunity, receive assistance as directed in paragraphs a. and b. of 1.2) and 1.3) above, and TAP Air Portugal will accommodate their needs.

5) Any voucher / MCO issued by TAP for refunds or payments may only be used for trips or services provided directly by TAP.

6) For the application of these provisions, the following definitions shall apply:

• Community carrier: an air carrier holding a valid operating license granted by a Member State following the provisions of the Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers;
  
• Operating air carrier: an air carrier operating or intending to operate a flight under a contract with a passenger or on behalf of a single or legal person holding a contract with that passenger;
  
• Final destination: the location on the ticket presented at the check-in desk. In cases affecting connecting flights, it refers to the destination of the last flight, excluding all alternative connecting flights, if fulfilling the initial scheduled arrival.
  
• Reduced mobility passengers: any person with reduced mobility due to a physical disability (sensory or locomotor, permanent or temporary), intellectual disability, age, or other cause of incapacity, and whose situation requires particular care and specific adaptation of the services available to all passengers.

Delay Notice

The following provisions apply:

• To passengers on flights departing from EU airports and passengers on flights operated by Community carriers departing from airports outside the EU to an EU airport (unless they received benefits, compensation, or assistance in the country of the airport outside the EU);
  
• Provided that the passengers have a confirmed booking for the relevant flight and present themselves at the check-in as established and in advance, as instructed in writing (or electronically). Or up to forty-five minutes before the departure time, if there is no time specified, or the passengers are transferred, irrespective of the cause, by an air carrier or tour operator from the initially booked flight to another flight;
  
• Only to passengers with fares available to the public directly or indirectly or tickets issued through a frequent passenger program or other commercial program;
  
• For flights in which TAP Air Portugal is the operating air carrier.
  

Rules for compensation and assistance

1) When TAP Air Portugal has reasonable grounds to anticipate a flight's delay relative to the scheduled departure time:

1. For two or more hours, in flights up to 1 500 kilometers;
   
2. For three or more hours, in all intra-Community flights of more than 1,500 kilometers and all flights between 1 500 and 3 500 kilometers;
   
3. For four or more hours in flights not covered by the previous paragraphs.
   

Note: Distances must be measured using the great circle route method.

1.1) TAP Air Portugal will offer free of charge:

1. Meals and drinks in reasonable proportion to the waiting time;
   
2. Telephone card, two telephone calls, or other means of communication.

1.2) When the reasonably expected dep time is at least the day after the previously announced dep time, TAP Air Portugal will also offer, free of charge and in addition to the assistance described above:

1. Hotel accommodation, if:
   • the passengers need a stay of one or more nights; or
     
   • the passengers need to extend their stay beyond the original schedule.
2. Transport between the airport and the place of accommodation (hotel or other).

1.3) When the delay is at least five hours, and the passenger decides not to travel on the delayed flight, TAP will offer a refund within seven days (in cash, by electronic bank transfer, bank payment order, bank cheques, or with the passenger's written consent, through trip vouchers or other services), of the ticket's whole purchase price or for the uncompleted trip segments. The trip segments used are also eligible for a refund if the flight no longer suits the initial trip plan, and, in the latter case and where applicable, a return flight (at the earliest possible date) to the primary point of departure will be available.

Note: The above provisions also apply to passengers whose flights include a package trip, except for the right to refund established under the EU Directive 2015/2302.

2) The passengers will be responsible for any costs related to paragraphs a. and b. of 1.1) and 1.2) above and paid after the third hour before the delayed flight's departure time or the return flight referred to in paragraph 1.3 above.

3) TAP Air Portugal will provide the assistance referred to in this notice within the periods set out in paragraphs a. b. and c. of 1) above for every order of distance.

4) The assistance stipulated in this notice applies without prejudice to any rights conferred under the EU Directive 2015/2302.

5) Regardless of the duration of the delay, reduced mobility passengers and all accompanying persons, as well as unaccompanied children, are entitled to, at the first opportunity, receive assistance as directed in paragraphs a. of 1.1) and paragraphs a. and b. of 1.2) above, and TAP Air Portugal will accommodate their needs.

6) If the flight was delayed by three hours or more upon arrival at the final destination, passengers may be entitled to the following compensation:

• 250 euros for all flights up to 1 500 kilometers;
  
• 400 euros for all intra-Community flights above 1 500 kilometers and all flights from 1 500 to 3 500 kilometers;
  
• 600 euros for all flights not covered in the above paragraphs.

Note 1: Not applicable if TAP Air Portugal can demonstrate that the delay was caused by unavoidable, extraordinary circumstances, even if deploying all reasonable measures.

Note 2: Compensation may be paid in cash, by electronic bank transfer, by bank cheques, or with the passenger's written consent, through trip vouchers or other services).

Note 3: We use the passenger's last destination, on which, due to cancellation, the arrival will be affected, as a base to determine the corresponding distance. Distances must be measured using the great circle route method.

7) For the application of these provisions, the following definitions shall apply:

• Community carrier: an air carrier holding a valid operating license granted by a Member State following the provisions of the Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers.
  
• Operating air carrier: an air carrier operating or intending to operate a flight under a contract with a passenger or on behalf of a single or legal person holding a contract with that passenger.
  
• Final destination: the location on the ticket presented at the check-in desk. In cases affecting connecting flights, it refers to the destination of the last flight, excluding all alternative connecting flights, if fulfilling the initial scheduled arrival.
  
• Reduced mobility passengers: any person with reduced mobility due to a physical disability (sensory or locomotor, permanent or temporary), intellectual disability, age, or other cause of incapacity, and whose situation requires particular care and specific adaptation of the services available to all passengers.

Denied Boarding Notice

The following provisions apply:

• To passengers on flights departing from EU airports and passengers on flights operated by Community carriers departing from airports outside the EU to an EU airport (unless they received benefits, compensation, or assistance in the country of the airport outside the EU);
  
• Provided that the passengers have a confirmed booking for the relevant flight and present themselves at the check-in as established and in advance, as instructed in writing (or electronically). Or up to forty-five minutes before the published dep time, if there is no time specified, or the passengers are transferred, irrespective of the cause, by an air carrier or tour operator from the initially booked flight to another flight;
  
• Only to passengers with fares available to the public directly or indirectly or tickets issued through a frequent passenger program or other commercial program;
  
• For flights in which TAP is the operating air carrier.
  

Rules on compensation and assistance

1) Denied boarding is the refusal by an air carrier to carry a passenger on a flight despite the passenger being present for boarding under the conditions set out above in "Application" except where there are reasonable circumstances, such as health and safety reasons, or lack of mandatory trip documentation.

2) Before refusing boarding on a flight, TAP Air Portugal will appeal to volunteers who agree to transfer their bookings in exchange for benefits under negotiated conditions and will provide assistance.

TAP will offer free access to the following options:

1. A refund within seven days (in cash, by electronic bank transfer, bank payment order, bank cheques, or with the passenger's written consent, through trip vouchers or other services), of the ticket's whole purchase price or for the uncompleted trip segments. The trip segments used are also eligible for a refund if the flight no longer suits the initial trip plan, and, in the latter case and where applicable, a return flight (at the earliest possible date) to the primary point of departure will be available;
   
2. Passenger rerouting, under comparable transport conditions, to the final destination at the earliest opportunity;
   
3. Passenger rerouting, under comparable transport conditions, to the final destination at a later date at the passenger's convenience, subject to availability of seats.
   

As stated on the Volunteer Denied Boarding forms, signed by passengers when transferring their bookings.

3) If the number of volunteers is insufficient and TAP Air Portugal denies boarding against the passenger's preferences, TAP Air Portugal will immediately:

3.1) Compensate the passenger (in cash, by electronic bank transfer, by bank cheques, or with the passenger's written consent, through trip vouchers or other services) according to the following:

1. 250 euros for all flights up to 1 500 kilometers;
   
2. 400 euros for all intra-Community flights above 1 500 kilometers and all flights from 1 500 to 3 500 kilometers;
   
3. 600 euros for all flights not covered in the above paragraphs.
   

Note 1: We use the passenger's last destination, on which the passenger's arrival will be affected due to the denied boarding, as a base to determine the corresponding distance. Distances must be measured using the great circle route method.

Note 2: When rerouting to the passenger's final destination is provided on an alternative flight following paragraphs b. and c. of 3.2) below, whose time of arrival does not exceed the scheduled arrival time of the flight initially booked by a. two hours (in flights up to 1 500 kilometers), b. three hours (in intra-Community flights of more than 1 500 kilometers, and flights between 1 500 and 3 500 kilometers), or c. four hours (in flights not covered by paragraphs a. or b.), TAP Air Portugal may reduce by 50% the compensation referred to in paragraph 3.1) above.

Note 3: For passengers denied boarding in the United States, the following compensation table applies:

Note 4: For passengers denied boarding in Canada, the following compensation table applies:

3.2) In addition, TAP will offer free access to the following options:

1. A refund within seven days (in cash, by electronic bank transfer, bank payment order, bank cheques, or with the passenger's written consent, through trip vouchers or other services) of the ticket's whole purchase price or for the uncompleted trip segments. The trip segments used are also eligible for a refund if the flight no longer suits the initial trip plan, and, in the latter case and where applicable, a return flight (at the earliest possible date) to the primary point of departure will be available; or
   
2. Passenger rerouting, under comparable transport conditions, to the final destination at the earliest opportunity; or
   
3. Passenger rerouting, under comparable transport conditions, to the final destination at a later date at the passenger's convenience, subject to availability of seats.
   

3.3) While passengers wait for the rerouting flight, TAP will offer free of charge:

1. Meals and drinks in reasonable proportion to the waiting time;
2. Hotel accommodation, if:
   • The passengers need a stay of one or more nights;
     
   • The passengers need to extend their stay beyond the original schedule.
     
3. Transport between the airport and the place of accommodation (hotel or other);
4. Telephone card, two telephone calls, or other means of communication.

Note 1: The provisions of paragraph 3.2) above also apply to passengers whose flights include a package trip, except for the right to refund established under the EU Directive 2015/2302.

Note 2: The passengers will be responsible for any costs related to the aforementioned in section 3.3) above and paid after the third hour before the return flight's dep time referred to in the first paragraph a. of 3.2) above, or of the rerouting flight referred in paragraphs b. and c. of 3.2).

Note 3: Whenever a city or region has several airports, and TAP Air Portugal offers a flight to an alternative airport to that of the original booking, TAP Air Portugal will bear the cost of the transfer from the alternative airport to the airport indicated in the initial booking, or to another nearby destination agreed with the passenger.

4) If TAP Air Portugal attributes the passenger to a higher class than the one for the purchased ticket, the company cannot demand an additional payment. TAP Air Portugal will issue a refund within seven days if it assigns the passenger to a class lower than that of the purchased ticket (in cash, via electronic bank transfer, bank cheques, or with the passenger's written consent, through trip vouchers or other services):

• 30% of the ticket price for flights up to 1 500 kilometers;
  
• 50% of the ticket price for intra-Community flights of more than 1 500 kilometers and other flights between 1 500 and 3 500 kilometers;
  
• 75% of the ticket price for flights not covered by the previous paragraphs.
  

5) Unless the passenger has voluntarily waived the booking and agreed in writing to a compensation payment through trip vouchers or other services, the amount of compensation will be increased by 20%.

6) Unless the passenger has voluntarily waived the booking, the assistance stipulated in this notice applies without prejudice to any rights conferred under the EU Directive 2015/2302.

7) Reduced mobility passengers and all accompanying persons, as well as unaccompanied children, are entitled to, at the first opportunity, receive assistance as directed in paragraphs a. b. and c. of 3.3) above, and TAP Air Portugal will accommodate their needs.

8) Any voucher / MCO issued by TAP Air Portugal for refunds or payment may only be used for TAP Air Portugal trips or services when directly provided by TAP Air Portugal.

9) For the application of these provisions, the following definitions shall apply:

• Community carrier: an air carrier holding a valid operating license granted by a Member State following the provisions of the Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers;
  
• Operating air carrier: an air carrier operating or intending to operate a flight under a contract with a passenger or on behalf of a single or legal person holding a contract with that passenger;
  
• Final destination: the destination on the ticket presented at the check-in desk. In cases affecting connecting flights, it refers to the destination of the last flight, excluding all alternative connecting flights, if fulfilling the initial scheduled arrival;
  
• Reduced mobility passengers: any person with reduced mobility due to a physical disability (sensory or locomotor, permanent or temporary), intellectual disability, age, or other cause of incapacity, and whose situation requires particular care and specific adaptation of the services available to all passengers.