Booking information – Information, management and related bookings

Booking information

Find the answers to your questions about bookings.

You can find this information in the terms and conditions of your ticket, available in the booking confirmation email sent by TAP, or here.

For more information on the refund conditions according to the fare and route purchased, see this page.

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.

Yes, there are differences in cost depending on the channel you use to request the refund. If you request a refund online, the request has no costs.
If you request your refund through the Contact Center or at a TAP sales counter, refund processing is subject to a service fee of 40 EUR/50 USD/60 CAD, charged per ticket.

The conditions are different for tickets issued in the USA, Canada and Brazil: in these countries, regardless of how the refund request is made, the refund service fee is not charged if the refund request is made within the first 24 hours after ticket purchase and if the trip for which the request is being made starts more than 7 days from the date of purchase.

You can check the status of your refund request here.
The refund will be made using the same method of payment used to buy the ticket. For a purchase made with a credit card, the refund will be processed within 7 days. If you purchased your ticket with a debit card, the refund will be processed by bank transfer within 21 days.

You are entitled to a refund of your ticket if, after the flight has been cancelled, you have not taken an alternative flight, regardless of the reason for the cancellation (e.g. adverse weather conditions).

The refund will be credited to the same payment method used to purchase the ticket.

You can request a refund here.

In this situation, we say that the refund is voluntary, that is, at the will of the passenger.

The refund will be issued to the payment method used to purchase the ticket, and refund policies will apply based on the route and fare purchased.

Please see this page for specific refund terms based on the fare you purchased.

You can request a refund here.

The refund request is available as soon as the ticket is issued. In the case of a voluntary refund (by choice of the passenger), it can be requested up to one year after the ticket issuance date. However, if your trip has been canceled by TAP, the maximum period for requesting a refund is that set out in the national legislation applicable to the specific case.
Yes. You can submit a refund request here.
 
It is not possible to request a refund online for a ticket purchased through a travel agency. The online refund request is only available for tickets purchased directly from TAP. If your reservation was made through a travel agency, please contact the agency to request your refund. If you cannot resolve your situation with the agency, please contact TAP's Contact Center.

Yes. You can request a refund even if you have already used part of the ticket. However, the refund conditions will vary according to the fare and route purchased. For more information see this page.

The refund request can be submitted here.

If you purchased your ticket with TAP Miles&Go miles, you can submit the request for a refund of the airport taxes here. The refund of the Miles must be requested through the TAP Contact Center. Penalties may be applied for the refund of TAP Miles&Go miles.

The extra service is refundable in only three situations:

  1. If a flight irregularity occurs and the extra service purchased originally, is not avaliable in the alternative flight proposed.
  2. If, in the event of a flight irregularity and the alternative flight proposed, the passenger chooses to cancel his trip.
  3. If, after the purchase of the extra service, the original ticket is changed by the passenger's choice, and, the new ticket is issued in a fare that already includes that extra service. 

The refund of the extra service is done through the same method of payment used to buy the extra service.

The refund request can be submitted here.

For more information about TAP's Extra Services, see this page.

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