All bookings that have been made directly with TAP (online, at TAP desks, at the contact center or in stores) can be changed if the tickets have been issued for more than 24 hours.
Bookings that involve ancillary services cannot be changed:
these include unaccompanied minors,
transport of animals in the cabin and/or in the hold,
medical cases and
the carrying of weapons.
The following can also not be changed: bookings made through travel agencies, bookings made through the TAP Miles&Go (Miles) Programme, bookings made through the Corporate programme, bookings using promotional codes and group bookings.
If your luggage is missing, you must follow these steps:
Let us know, before leaving the baggage claim area, if your luggage did not arrive at your destination, using the online Lost & Found form. Fill it out within 24 hours after landing to avoid queues at the airport. This service is only available for flights operated by TAP Portugal and TAP Express.
You can also do so at the Lost & Found counters in the baggage claim area.
The company will immediately begin searching for the baggage, using a universal system - Worldtracer. For more information about the process, you can contact the phone number indicated when issuing the report. Alternatively, you can browse the TAP / Worldtracer website.
As soon as we receive your luggage, it will be sent to the address indicated when opening the report or you will be informed of the procedure for collecting it.
The success rate is 95% and most luggage is delivered within the first 48 hours after registering the incident.
If you request a refund within the first 24 hours after purchasing the ticket, and only if you choose to be refunded via a voucher, exceptionally, all fares will be refundable and the penalties that may be provided for in the purchased fares will be waived. The voucher is non-refundable and must be used to purchase TAP tickets or payment of other TAP services. Additionally, if you request the refund online, the service fee will not be applied. If you request your refund via a voucher through the Contact Center or at a TAP sales counter, the refund is subject to a service fee of 40 EUR/50 USD/60 CAD, charged per ticket, and deducted from the amount of the voucher.
If you choose to be refunded through the same method of payment used to buy the ticket, the refund will be done according to the rules of the fare and route you purchased.
These conditions do not apply to cases where the passenger fails to show up for a flight with a departure time within the first 24 hours after the purchase of the ticket.
For more information on the refund conditions according to the fare and route you purchased, see this page.
Baggage is carried in the hold for free on all flights except for tap|discount. If so, please be advised that you may purchase this service in the next step.
If you are traveling with checked luggage and have a connecting flight in Brazil, the United States or Canada, be sure to collect your luggage for customs control in these countries. Then follow the directions and go to the luggage transfer point.