Overbooking occurs when the number of booked passengers in a flight is greater than the number of seats of the plane.
In this case, TAP will look for volunteers willing to postpone their trip for an alternative flight and compensate them.
TAP follows an overbooking policy, just like other airlines, because some of our clients book flights and then fail to show up for check-in and boarding.
This is the policy followed by TAP which, using advanced flight management system, forecasts possible passenger no-shows at check-in, thus giving booking opportunities to other customers who otherwise would not be able to get a confirmed booking due to the fact the flights are fully booked.
This policy may give rise to situations in which more passengers than expected show up at check-in. In such cases, TAP will actively seek volunteers who are willing to fly at other times, receiving some form of compensation. If no volunteers come forward, TAP may use those measures established by law.
Yes, all passengers must always go to the boarding gate where they will be given the latest update of the situation, and you may even embark on your original flight even if you have agreed to be a volunteer. Only at the boarding gate will it be possible to ascertain if any passenger needs to be moved to another flight.
All passengers affected by this situation, whether they are volunteers or not, will be placed on an alternative flight and given the respective compensation, according to current legislation. Financial compensation shall be paid whenever possible in the form of a card, which may be used to pay for items in the same way as any other debit card, or be used to withdraw the cash from a cashpoint machine.
If you are accepted as a volunteer, your compensation terms may be negotiated. You will also be rebooked onto the next available flight. If your alternative flight is not on the same day, we shall provide hotel accommodation and guarantee your transfer in time for your next flight. The types of compensation differ, but if you voluntarily agree to change your flight, you may not request a refund of your ticket.
Any baggage is transferred onto your new flight. In case you decide not to fly or your alternative flight is on another day and you consider it necessary to reclaim your baggage, it shall be delivered to you.
The TAP team in charge of booking your alternative flight will ensure you obtain any additional services you purchased for your original flight. If it is unable to do so, the customer should contact Talk to Us to be refunded the total value of the service, or receive a voucher to pay for the same service, valid for 1 year from its issuance.