Your baggage didn’t arrive?
You can also report missing baggage at the Lost & Found desks located in the baggage claim area.
The success rate is 95%, and most baggage is delivered within 48 hours of registering the loss.
If we are unable to find your baggage within 72 hours, we will ask you to provide a more accurate description of its appearance and contents, and you will also be asked to complete a baggage inventory form (PDF, 0.3MB, PT, EN). You must submit this document within 5 days after the loss.
Track your baggage
Keep informed about the search for your baggage.
You can check our baggage tracker at any time and make changes to the information on file using the registration number you were given when you reported the loss.
Since bags tend to look very similar, any identifying detailsare very important.
Damaged or tampered baggage
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.
Please note that baggage registered at check-in suffers, during handling and transit through airport facilities, normal and unavoidable wear.
As such, TAP cannot assume responsibility for minor damage, such as:
- Small signs of dirt;
- Small cuts or dents;
- Zipper puller;
- Loss of removable/detachable accessories;
- Damage due to excess baggage content;
- Items not accepted for transportation*.
* (See general transport conditions)
Compensation and liability
If we are unable to find your baggage within a reasonable length of 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 claim process.
As specified in the Transportation Conditions, TAP’s liability for the loss and delay of baggage is limited and a loss claim is only set in motion after the information has been reviewed.
If you do not report the loss at the airport, you have up to 21 days after the date of the flight to make a written complaint.
We can only accept and pay compensation on cases that comply with the stipulated deadlines.
You should do this within 24 hours after landing. You can record up to 5 items of luggage per form.
This option is not available when you are flying to Brazil (with the exception of São Paulo Guarulhos), Italy and the United Kingdom, due to legal restrictions in these countries.
If you arrived at a destination with the above restrictions, or more than 24 hours have passed and you cannot submit a report online, you should do so through our Talk to Us service , including as much information as possible (luggage tag, boarding pass, etc.)
You should report it as soon as you discover the problem, either at the airport’s Lost & Found area or through our Self Service PIR app, available up to 24 hours after you arrive at your destination.
This app is not available when you are flying to Brazil (with the exception of São Paulo Guarulhos), Italy and the United Kingdom, due to legal restrictions in these countries.
In addition to this initial report, you should submit a claim in writing through the website, within a maximum period of:
- 21 days - in the case of lost luggage;
- 7 days - in the case of damaged luggage, from the time you received your luggage.
It’s a unique code that helps us locate delayed or damaged luggage and should be used in any action related to the irregularity.
It’s a combination of 5 letters and 5 numbers (e.g. FRATP12345) and can be found above your name on the receipt that was given to you at the airport.
If you receive a reference code by email or text that’s different to the one that was given to you at the airport, please use the last (most recent) one you received.
We search for your luggage with the help of a tracking system called Worldtracer©, which is connected to hundreds of airlines worldwide.
Our teams will do everything they can to locate it as quickly as possible.
We will perform a search at every airport on your itinerary, using the description of your luggage provided by you. In addition to this, our teams on the ground will physically check the baggage transport, storage and loading areas. These actions lead to 95% of baggage being located and returned within the first 48 hours.If your luggage is not located within the first 5 days, we will need to move forward with the search process on the basis of baggage contents, since the external features of your luggage were unable to identify it. During this phase, TAP will contact you and ask you to send a detailed list of the items inside your luggage. If you prefer, you can do this right away by using the baggage inventory form (PDF, 0.3MB, PT, EN) available online.
Using this list, TAP will cross-check the items on the list you provided against the database of all available baggage contents in an attempt to identify your luggage.
If you are not in your country of residence and you have incurred essential expenses (e.g. purchase of personal care products or underwear) due to your missing luggage, you should submit a claim, including your receipts for purchases of essential items, since we will need these in order to assess your claim.Any luggage claim must be submitted in writing as soon as possible after confirmation of missing luggage upon arrival, within a maximum period of 21 days.
Using our baggage locator you can also monitor updates related to the search, as well as updating your contact details. It is important that you use the link to verify your correct email address, so that we can contact you regarding your luggage.
You can also call our Contact Center or make a direct call to the number printed on the document that was given to you when you reported your missing luggage.
If you have given us your email address, we will also email you notification of the delivery details.
Please be advised that in some countries, local laws do not allow baggage to be sent to your address, in which case you should collect it from the airport. Please see the following: Accra/Dakar/Bissau/São Tomé and Príncipe/Maputo/Luanda/Morocco.
We will search carefully for your luggage for 21 days, counting from your flight date.
If we are unable to find your luggage within this period, you will receive a notification including a link to the form to be submitted for the compensation claim. This form is absolutely necessary in order to initiate your claim. Please be advised that unless this form is filled out, no compensation process for your luggage will be started.
To speed up the return process, please find our contact details here.