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Content

Wheelchairs - Assistance and conditions

Wheelchairs

Assistance for reduced mobility passengers.

To provide you with all the necessary attention and ensure that you have a comfortable trip, we help you overcome difficulties and shorten distances in the airport.

The ideal solution for you

The assistance offered is always appropriate to the passenger’s needs.

  • If you have trouble getting to the boarding gate - we provide a wheelchair to take you there.
  • If you have trouble getting to the boarding gate and going up or down stairs - we have a wheelchair waiting to take you to the door of the plane.
  • If very low mobility prevents you from moving about in the cabin - we have reserved a wheelchair for you that will take you to your seat.

How to reserve?

Requesting assistance is simple, just fill out the Special needs Assistance Request form. 
 
You can do this through our Contact Center or your travel agent.
 
If the passenger has severe motor difficulties, they should travel with a companion because on-board assistance is limited. However, if the passenger is independent and prefers to travel alone, then they can do so.

Check-in

You can check in online, at the airport or resort to other options, such as check-in at home.

If you make your online check-in, your boarding pass will be raised in the check-in counter at the airport, in order to ensure proper coordination of their assistance.

How is the assistance provided?

At the airport

When you arrive at the airport, go to the TAP check-in counter, where you will get the support you need to make your trip go smoothly.

In Lisbon you will find us in the Terminal 1 Departures area, at the special assistance desks.

If you are a TAP/Star Alliance Gold member or are traveling in Business Class, use the check-in services in the Premium area.

Flights Recommended airport arrival time Latest possible airport arrival time
Intercontinental 3 hours prior to departure 90 minutes prior to departure
Europe 2 hours prior to departure 90 minutes prior to departure

On board

The crew will help you to embark/disembark, ensure you are comfortable on board and give you information. However, the crew cannot help you with your personal care, feeding or help you move about inside the aircraft.
 
If necessary, TAP can provide wheelchairs on board long-haul flights that are specially designed to move about in the narrow aisles, and which will enable you to move around the cabin.

On arrival

Our staff will meet you at the aircraft on arrival at your transfer airport or final destination and will accompany you through the entire process: passport control, luggage reclaim and customs.

Travelling with your own wheelchair

  • 48h Before departure shall notify the need for transport of a wheelchair.

Each passenger is allowed to transport up to two wheelchairs in the hold free of charge.

When making your reservation, you must indicate whether the wheelchair is manual or battery powered, as well as the type of battery and its specifications. 

To avoid possible short-circuits, the batteries must always be disconnected, properly protected and packed. The terminals must be covered with insulating material. 
 
Electric seats cannot be transported to the plane. If your flight is operated by TAP, and if necessary, we will provide a replacement of a manual seat at check-in to ensure that you'll receive the necessary assistance. Please be advised that on flights operated by other airlines, the request for the transportation of an electric wheelchair may be denied / not authorized. Before traveling, confirm if the airline you have chosen allows you to transport your electric wheelchair.

Legislation

See the rules  and regulations relating to wheelchairs.

  • Regulation 1107/2006
    Regulation 1107/2006-rights of persons with disabilities and reduced mobility in air transport (PDF, 0.1 MB, EN)
  • Flights to and from the USA
     TAP complies with US regulations preventing discrimination on the basis of disability on all its flights to and from the United States.
     
    Is available a copy of this document for consultation counters at the airports of Lisbon, Oporto, Newark and Miami.

    May also be asked for a copy of the provision directly by the U.S. Department of transportation (US Department of Transportation):

    By phone within the USA, through the line free for passengers with disabilities: 1-800-778-4838 (language) or 1-800-455-9880 (TTY);

    By telephone to the Consumer Protection Division of the Aviation (Aviation Consumer Protection Division): 202-366-2220 (language) or 202-366-0511 (TTY);

    On the website of the Division of Aviation Consumer Protection (PDF, 0.1 MB, EN); (DOT, 14 Part 382 ACAA, "Non-discrimination on the Basis of Disability in Air Travel; End Rule ");

    In writing, by the Consumer Protection Division of aviation: Aviation Consumer Protection Division, C-75, U.S. Department of Transportation; 1200 New Jersey Ave., SE., West Building, Room W96-432; Washington, DC 20590, USA.