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Content

Wheelchairs - Assistance and conditions

Wheelchairs

Assistance for reduced mobility passengers. Guaranteed support at the airport and until you board your flight.

To provide you with all the necessary attention and ensure a comfortable journey, we help you to overcome the difficulties and shorten distances in the airport.

The ideal solution for you

The assistance offered is always appropriate to the passenger’s needs.

  • If you have trouble getting to the boarding gate - we provide a wheelchair to take you there.
  • If you have trouble getting to the boarding gate and going up or down stairs - we have a wheelchair waiting to take you to the door of the plane.
  • If very low mobility prevents you from moving about in the cabin - we have reserved a wheelchair for you that will take you to your seat.

How to book?

Requesting assistance is simple, just fill in the request for assistance to be provided to people with special needs form. 

 
You can do it through our Contact Center or your travel agency.

If the passenger has severe motor difficulties, they should travel with a companion because on-board assistance is limited. However, if the passenger is independent and intends to travel alone, then they can do so.

Check-in

Check-in can be completed online, at the airport or using Online Check-in content the other options, such as checking-in at home.

If you check-in online your boarding card must be collected from a check-in desk at the airport, so that we can ensure the assistance we provide is well managed.

How is the assistance provided?

At the airport

When you arrive at the airport you must go to our check-in desk, where you will have all the support to ensure a smooth journey.

In Lisbon you will find us in Terminal 1 Departures, at the dedicated special assistance desks.

If you are a TAP/Star Alliance Gold member or are travelling in Business Class, use the check-in services in the Premium area.

Flights Recommended airport arrival time  Latest possible airport arrival time 
Intercontinental3 hours prior to departure
 90 minutes prior to departure
Europe 2 hours prior to departure
 90 minutes prior to departure

On board

The crew will help you to embark/disembark, ensure you are comfortable on board and give you information. However, the crew cannot help you with your personal care, feeding or help you move about inside the aircraft.

If necessary, TAP can provide wheelchairs on board long-haul flights that are specially designed to move about in the narrow aisles, and which will enable you to move around the cabin.

On arrival

Our staff will meet you at the aircraft on arrival at your transfer airport or final destination and will accompany you through the entire process: passport control, luggage reclaim and customs.


Flying with your own wheelchair

  • 48 Hours Before departure you must notify us of the need to transport a wheelchair.

Each passenger can transport up to two wheelchairs in the hold free of charge.
 
When booking you have to indicate if the wheelchair is manual or battery powered, as well as the type of battery and the respective specifications.
 
To avoid possible short-circuits, the batteries must always be properly protected, stowed, disconnected and the terminals covered with insulating material.
 
Electric wheelchairs cannot be transported to the plane. If your flight is operated by TAP, and if necessary, we will provide a replacement of a manual seat at check-in to ensure that you'll receive the necessary assistance. Please be advised that on flights operated by other airlines, the request for the transportation of an electric wheelchair may be denied / not authorized. Before traveling, confirm if the airline you have chosen allows you to transport your electric wheelchair.
 

Legislation

See the rules and regulations relating to wheelchairs.

  • Flights to and from the USA
    TAP complies with US regulations preventing discrimination on the basis of disability on all its flights to and from the United States.

    A copy of this document is available for consultation at the desks in Lisbon, Porto, Newark and Miami airports.
    You may also request a copy of these regulations directly from the US Department of Transportation prior to flying:

    By telephone from within the United States via a free helpline for disabled passengers: 1-800- 778-4838 (speaking) or 1-800- 455-9880 (TTY);

    By telephone to the Aviation Consumer Protection Division: 202-366- 2220 (speaking) or 202-366-0511 (TTY);

    On the website of the Aviation Consumer and Protection Division (PDF, 0.1MB, EN); (DOT, 14 Part 382 ACAA, "Non-discrimination on the Basis of Disability in Air Travel; Final Rule");

    In writing to the Aviation Consumer Protection Division: Aviation Consumer Protection Division C-75, U.S. Department of Transportation; 1200 New Jersey Ave., SE., West Building, Room W96-432; Washington, DC 20590, EUA.