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Content

Baggage problems - Know what to do

Baggage problems

See the procedures to resolve the situation as soon as possible.

Have you not received your baggage?

If you have not received your baggage you must report the situation to us immediately, so we can resolve the issue as soon as possible.

Report delayed baggage

Let us know immediately if your baggage doesn’t arrive at your destination by filling out the Lost & Found online form within 24 hours of landing and avoid queues at the airport. Please be aware that the option of completing this form online is not available for flights to Brazi, Italy or United Kingdom due to legal restrictions. You can report up to 5 pieces of baggage per form. This service is only available for flights operated by TAP Portugal, TAP Express and White Airlines.

You can also report missing baggage at the Lost & Found desks located in the baggage claim area.

The details of your luggage are entered in the computer search system used by most airlines. 

The success rate is 95% and most baggage is delivered within 48 hours of registration of the loss.

If we are unable to find your baggage after 72 hours, we will request a more accurate description of the appearance and content, and also ask you to complete the baggage inventory form (PDF, 0.3MB, PT, EN). There is a deadline of 5 days after the loss to deliver the document. 

Track your baggage

Stay up-to-date on the process to find your baggage. 

You can check our baggage tracer at any time and make changes to the process data, using the registration number provided when reporting the loss.

Since all bags are very similar, any identifying details are very important.

 

Damaged baggage

Check your bag before leaving the airport. If it is damaged or you notice articles are missing, let us know immediately. 

You can do it at the airport, at the Lost & Found desks near the carousels where the bags arrive, so your complaint is registered and the respective document issued. 

You must keep this document until the matter is settled.

 

Compensation and liability

If we cannot find your baggage in a reasonable time, we are willing to compensate you as stated in the terms and conditions of our liability. 

Please contact us in order to start the compensation process.

As specified in the Transportation Conditions, the liability of TAP for the loss and delay of baggage is limited and a loss process is only set in motion after analysis of the information.