Help videos – Useful videos with instructions and rules

Help videos

Winning Wings Program
Leave behind your fear of flying, there’s a world out there that can’t wait to meet you.

Questions you might have...

All bookings that have been made directly with TAP (online, at TAP desks, at the contact center or in stores) can be changed if the tickets have been issued for more than 24 hours.

Bookings that involve ancillary services cannot be changed:

these include unaccompanied minors,
sports equipment,
extra baggage,
transport of animals in the cabin and/or in the hold,
bicycles,
medical cases and
the carrying of weapons.

The following can also not be changed: bookings made through travel agencies, bookings made through the TAP Miles&Go (Miles) Programme, bookings made through the Corporate programme, bookings using promotional codes and group bookings.

Find out more about Prepare and manage journey

If your luggage is missing, you must follow these steps:

Let us know, before leaving the baggage claim area, if your luggage did not arrive at your destination, using the online Lost & Found form. Fill it out within 24 hours after landing to avoid queues at the airport. This service is only available for flights operated by TAP Portugal and TAP Express.
You can also do so at the Lost & Found counters in the baggage claim area.
The company will immediately begin searching for the baggage, using a universal system - Worldtracer. For more information about the process, you can contact the phone number indicated when issuing the report. Alternatively, you can browse the TAP / Worldtracer website.
As soon as we receive your luggage, it will be sent to the address indicated when opening the report or you will be informed of the procedure for collecting it.
The success rate is 95% and most luggage is delivered within the first 48 hours after registering the incident.

Find out more about Baggage

If you request a refund within the first 24 hours after purchasing the ticket, exceptionally, all fares will be refundable and any penalties that may be provided for in the purchased fare will not be applied. Additionally, if the order is placed online, the service fee will not be applied. If you choose to request a refund through the Contact Center or at a TAP sales desk, the refund will be subject to a service fee in the amount of EUR 40/USD 50/CAD 60, charged per ticket.

The refund will be made using the same payment method used when purchasing the ticket.

These conditions do not apply to cases where a passenger fails to show up for a flight with a departure time within the first 24 hours after purchasing the ticket.

Find out more about Booking information

You can check the status of your refund request here.

Find out more about Booking information