Flight delays and cancellations

Has your flight been changed? Find out your rights and the options available to you.

How to manage a booking that has been changed

Assistance and alternatives available for your trip

In the event of a flight delay, cancellation or rescheduling, you will be notified by email and / or SMS of the incident. You can also check the current status of your flight in Flight status;
If your flight is cancelled, you will automatically be transferred to the next flight with available seats. If you wish to make any changes, you should check out all the information available in How to manage your booking and avoid problems;
If you have reserved seat(s) in a specific area of the plane, we will do our best to assign you to these seats on the new flight;
During the waiting time until the alternative flight, we will offer meals and drinks. If you need to stay overnight, we offer accommodation.

How to manage a booking that has changed

Please confirm that you have received our notifications of flight delays, cancellations or rescheduling, as well as the access link to our delay and cancellation management platform at your email address;
Access the platform to:
- Accept the alternative flight assigned by TAP;
- Change the alternative flight assigned by TAP;
- Request a refund for services/extras for the original flight, if they are not provided on the new flight;
- Choose a different destination airport if you are travelling to a city where TAP operates in more than one airport. For example, if you change the destination of your flight from London Gatwick to London Heathrow;
- Cancel your booking and request a refund for the ticket;
- Request a declaration of irregularity, if you need proof that the original flight was delayed / cancelled.
If you do not receive the link to access the platform:
- Access Manage your Booking; or
- Contact our Contact Center.
Avoid queues and crowds at the airport. If you have a new confirmed flight, go to the online Check-in;
Make sure you go through the airport's Security Control and X-ray at least 45 minutes before your flight's scheduled departure time;
For international flights, please ensure you go through the Passport Control at least 60 minutes before your flight is scheduled to departure.

Compensation

In case of cancellation or delay of more than 3h at the arrival airport, which is not caused by extraordinary circumstances / situations beyond TAP's control (weather conditions, political instability, strikes, medical emergencies...) or with adequate prior notice, access our complaints form and request your compensation:

between 125 EUR and 250 EUR, for all flights up to 1 500 km;
between 200 EUR and 400 EUR, for all intra-community flights longer than 1 500 km and for all other flights between 1 500 and 3 500 km;
between 300 EUR and 600 EUR for all flights longer than 3 500 km.

Refund of unforeseen expenses and trips

Expenses that can be reimbursed

Accommodation (if your flight was moved to another day and no accommodation was provided);
Meals and drinks (if you have not been offered vouchers for this purpose);
Transportation between the airport and the hotel / private accommodation (if necessary);
Two phone calls or internet costs if you need to contact someone.

Expenses will be reviewed and only considered for refund if they occur while waiting for the alternative flight. Expenses that are considered excessive or disproportionate will not be reimbursed.

Expenses that cannot be reimbursed

If you choose to travel from a different departure point or to a different destination than the one stated in your original booking, we will not cover any travel expenses between those locations. The same goes for any car rental, parking or similar expenses;
Expenses incurred after arrival at your destination, including accommodation, transportation and meals;
Accommodation expenses if the flight cancellation occurs in the city where your trip begins.

How to request the refund of expenses

Access our complaints form and follow the steps. You will need to send the following information:

Name(s) of the passenger(s) on the booking;
Number, date, origin and destination of the flight that was delayed / cancelled;
Ticket number(s) of all passengers on the booking;
Copies of expense invoices;
Bank receipt with your account details and your name: for payment processing.

How to request a refund for your plane ticket

If you decide not to make your trip, you can request a full refund of your ticket price. Refunds are made using the same payment method used to purchase the ticket and applied to flights not taken in the following situations:

Cancellation;
Delay of more than 5h.

Click here to request your refund.