Baggage on board

Baggage problems

Find out how to resolve the problem as quickly as possible.

Your baggage didn’t arrive?

If you have not received your baggage, inform us immediately so we can resolve the issue as quickly as possible.

Report delayed baggage

Let us know immediately if your baggage doesn’t arrive at your destination by filling out the Lost & Found online form within 24 hours of landing and avoid waiting on line at the airport. Please note that it is not possible to complete this form online if your destination is in Brazil (except Sao Paulo - Guarulhos), Italy, or the United Kingdom due to legal restrictions. You can report up to 5 pieces of baggage per form. This service is only available for flights operated by TAP Portugal, TAP Express and White Airlines.

You can also report missing baggage at the Lost & Found desks located in the baggage claim area.
The details of the missing luggage items are entered in the computerized search system used by most airlines. 

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

Check your bag before leaving the airport. If it is damaged or you notice articles are missing, let us know immediately. 

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.
Before reporting baggage damage

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:

  • Scratches;
  • 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.