General Terms, Policies and Conditions of Use

Headquarters:
TAP Air Portugal, Public Limited Company under Portuguese Law
Lisbon Airport
Building 25, 8th floor
1700-008, Lisbon, Portugal

Regulatory authority:
ANAC - Portuguese Civil Aviation Authority
Lisbon Airport
Rua B, Building 4
1749-034, Lisbon, Portugal

Contact Center:
+351 211 234 400
Monday to Sunday: available 24 hours per day

E-mail: general.info@crmtap.pt

1. General Terms, Policies and Conditions of Use of TAP Air Portugal's digital presence

These are the General Terms, Policies and Conditions of Use of Transportes Aéreos Portugueses, S.A. which also uses the commercial name TAP Air Portugal, a company established as a public limited company, with registered office at Edifício 25 at Lisbon airport, 1700-008 Lisbon, parish of Olivais, municipality of Lisbon, Portugal, with the share capital of €980,000,000.00, of which €637,000,000.00 are paid up, and with equity of €446,453,914.00, registered at the Lisbon Commercial Registry Office under the unique registration and legal entity number 500 278 725 (hereinafter referred to as “TAP Air Portugal” or “TAP”), for the use of its websites, applications, games, contests and other digital products, services and features made available to its Customers or Users.

By accessing and browsing our websites or applications and by using our services, you are agreeing and accepting these General Terms, Policies and Conditions of Use as well as our Privacy, Security and Data Protection Policy and all specific terms and conditions of each of the subscribed services or features. If you do not agree with them, we ask that you immediately discontinue their use.

TAP Air Portugal may modify, add or remove parts of these General Terms, Policies and Conditions of Use and of all terms, policies or conditions present on its websites and applications at any time without prior notice. Such changes will enter into effect immediately after being published. It is the sole responsibility of the Customer or user to remain informed and check these General Terms, Policies and Conditions of Use and other existing terms, policies and conditions regularly. By continuing to use TAP Air Portugal websites and applications, you agree to any changes made to them.

Any use of the websites and/or applications that violates the provisions of these General Terms, Policies and Conditions of Use may result, among other things, in the termination or suspension of your rights to use the websites and / or applications, as well as in the removal of your access to reserved areas. TAP Air Portugal reserves the right to delete your registration and account.

If TAP makes the Program available in applications (“App”), then these General Terms, Policies and Conditions of Use will also cover said App(s).

All rights relating to TAP Air Portugal websites and applications and its digital presence are reserved.

2. Who we are

TAP Air Portugal is the main company of the TAP Group, a group of companies that operates in the field of air transport of passengers, cargo and aircraft maintenance and other associated and/or subsidiary activities represented by the respective companies.

TAP Air Portugal is a national leader in all business areas in which it operates and is recognized abroad, namely as the Leading European Airline for Africa and South America.

3. Copyright

The content and structure of TAP Air Portugal websites and its digital presence on the Internet are protected by copyright. Any reproduction of the information, programming or data published, particularly the use of content in the form of texts, parts of texts, data, images, videos or any other information in any format requires prior written authorization from TAP Air Portugal. Additionally, TAP Air Portugal reserves the right to update and introduce changes to the published information at any time without prior notice.

To stay up to date on any and all content, please check these General Terms, Policies and Conditions of Use regularly and regularly visit the website pages and the applications.

4. Contents

TAP Air Portugal understands content to be any and all information in any format existing on its websites and/or applications and in its digital presence on any channel, which is published by TAP Air Portugal or by its Customers or Users.

TAP Air Portugal frequently updates, checks and changes the content contained in the pages of its websites and/or applications. Despite the agility and diligence of our teams, it is possible that some of this information is not up to date. TAP Air Portugal does not guarantee that the published data is correct, complete or updated in its entirety at all times or accept responsibility if it isn't at any given time, and therefore TAP Air Portugal cannot be held liable for any inconvenience or damage resulting therefrom.

The use of any of the content on the websites or applications in whole or in part is not permitted without the prior written consent of TAP Air Portugal.
If you continue browsing outside of our website or applications via hyperlinks that lead to third-party websites, TAP Air Portugal informs you that it assumes no responsibility for the content of these pages, and therefore TAP Air Portugal cannot be held liable for any damages resulting therefrom.

5. Image and Video

The images or videos used on the websites or applications are protected by copyright and cannot be reused, copied or reproduced in any form or by any means. Most of the images used come from image banks and therefore their use is prohibited by the copyright associated with them.

Images or videos whose intellectual property and copyright belong to TAP Air Portugal cannot be used in whole or in part without the prior written consent of TAP Air Portugal.

6. Trademarks and logos

The TAP Air Portugal trademarks and logos, commercial names and other designations referring to TAP used on the website, or any name, product or service slogan used on its websites or applications are the property of TAP Air Portugal, these are trademarks registered by TAP Air Portugal or duly licensed and may not be copied, imitated or used, in whole or in part, without the prior written authorization of TAP Air Portugal. The same applies to the trademarks, logos, names, product or service slogans of the other TAP Group Companies, our partners, licensors or suppliers, which are the property of their respective owners.

The use of metatags or any other "hidden text" utilizing TAP Air Portugal or any other name, trademark or product or service name of TAP Air Portugal is not authorized without prior written authorization.

The design, programming and architecture of TAP Air Portugal websites or applications cannot be copied, imitated or used, in whole or in part, without prior written authorization.

7. Content provided by the Customer or User

TAP Air Portugal websites and applications may include discussion forums, comment areas, messages or other features that allow the Customer or User to publish their own content (“User Content”) in the form of text, comments, data, information, text, music, sound, photographs, graphics, code or other material in other formats.

The Customer or User is, for all intents and purposes, solely responsible for the use of these areas and will do so at their own risk. The Customer guarantees that the User Contents that they publish or make available are their property and guarantees also that they are the sole holder of the rights that prevail over said User Content, guaranteeing that they have the legal right to transmit, distribute and reproduce such content.

The Customer or User also undertakes not to make available any User Content that may in any way be illicit or illegal, harmful or that causes damage of any kind, or that promotes behaviors or actions that may lead to this happening.

TAP Air Portugal is not responsible for any loss or damage caused by any User Content posted or stored, nor for any statements or User Content provided by users.

At its sole discretion, TAP Air Portugal reserves the right to, although it has no obligation to do so, monitor, moderate, view, edit, remove or not publish any User Content provided, published or stored on its websites or applications, without prior notice.

You acknowledge and agree that by posting User Content on our websites or applications, you are granting TAP Air Portugal a non-exclusive, free of any encumbrances or perpetual, irrevocable, fully sub-licensable right to use, reproduce, adapt, publish, translate, create derivative works, distribute and display such User Content throughout the world and in any media. The Customer or user grants TAP Air Portugal the right to use the name submitted with the content.

8. User Responsibility and Conduct

o the maximum extent legally permitted, TAP, its subsidiaries, affiliates, employees, partners, licensing entities or suppliers are not liable for any indirect, consequential, punitive, special or incidental damages that result from, arise from, or are related in any way to the access, use or inability to use the website, the contents or user contents.

The User Customer acknowledges and guarantees that the use of the website is made in accordance with their will and that TAP or any of its subsidiaries, affiliates, employees, agents or contractors are not responsible, to the maximum extent legally permitted, for any direct, indirect, punitive, consequential, special or other patrimonial damages, fees, fines, sanctions or liability arising from the voluntary use of the website by the Customer.

TAP does not assume, to the maximum extent legally permitted, any responsibility for any computer viruses, malicious code or other harmful elements or delays in the information made available or accessed through the website.

The User Customer acknowledges and guarantees that, to the extent legally permitted, the risks arising from accessing and using the website are bore by the User Customer.

When using the website, the User Customer undertakes to:

i. not use manual or automatic software, devices, scripts, robots or backdoors or other means or procedures that aim to access, "scrape", "crawl" or "spider" any web page or services provided;

ii. not copy, store or by any means access or use information made available on the website for purposes that are not expressly allowed in these General Terms, Policies and Conditions of Use;

iii. not violate the rights of any person or entity, namely, intellectual property rights, privacy, property or contractually established rights;

iv. not to interfere with or damage the website, in particular through the use of viruses, Trojan horses, cancel bots, harmful code, flood pings, denial-of-service attacks, backdoors, packet or IP spoofing, forged routing, email information or through similar methods or technologies;

v. not use the Website or Social Networks to transmit, distribute, publish or submit any information related to third parties or entities, namely, photographs, without prior authorization, personal contacts, etc.;

vi. not register on behalf of third parties (except if authorized under these Terms, Policies and General Conditions of Use);

vii. not act by impersonating another person or entity, falsifying or misrepresenting their identity or relationship with third parties;

viii. not use automatic scripts to interact with, or collect information from the Website;

ix. submit, transmit or upload content that: (a) infringes, violates or disrespects patents, copyrights, trademarks, trade secrets, or other intellectual property, publicity or booking rights of third parties; (b) violates or incites the violation of applicable laws or regulations or generates civil liability; (c) is fraudulent, false or misleading; (d) is defamatory, obscene, pornographic, vulgar or offensive; (e) promotes discriminatory, intolerant, racist, hateful, harassing or harmful behavior against an individual or group of individuals; (f) is violent or threatening, promotes violence or actions that may be threatening to third parties; or (g) promotes illegal or harmful activities or substances;

x. not use, display, mirror or frame the Website or any element thereof without the express consent of TAP. The same is valid for the name, brand, logo, layout, graphics, designs of the website, or any other Website related to it;

xi. not access, tamper with or use non-public and restricted access areas of the Website, TAP's or third-party computer systems;

xii. not attempt to investigate, exploit or test the vulnerability of TAP's systems or networks, or violate any system or security and authentication measures;

xiii. not avoid, divert, remove, deactivate, impair, decode or in any other way avoid the technological measures implemented by TAP, third parties contracted by it, users or third parties to protect the Website;

xiv. not forge the TCP / IP header or any other part of the header information in e-mails, newsgroup postings, or use the website to send altered, misleading or false information;

xv. not make any attempts to decipher, decompile, disassemble or reverse engineer any of the software used to provide and create the website; or

xvi. not advise, encourage or assist third parties to perform any of the actions described in the previous paragraphs.

TAP has the right to investigate and hold the User responsible for any violations of the obligations described above.

The User acknowledges that TAP is not obliged to monitor access or use of the website. However, it may do so for operational reasons or to improve the website (in particular for fraud prevention, risk assessment, investigation, customer service), to ensure compliance with these General Terms, Policies and Conditions of Use by the User, the law, judicial, administrative or governmental order and/or to respond to content that it considers inappropriate. TAP reserves the right to, at any time and without prior notice, remove or disable access to any content that it considers objectionable for any reason, that is in violation of these General Terms and Conditions of Use, or that is in any way harmful to the Website.

9. Social Networks

TAP Air Portugal is present on several social networks such as Facebook, YouTube, Instagram, LinkedIn, having created its profiles on social networks to be closer to its Customers and users, to listen to them and to help them learn more about TAP Air Portugal's activity. It is our main objective to foster transparent and constructive dialogue with and between all our participants. TAP Air Portugal's official presence on social media is managed by the company itself and is updated in accordance with the criteria defined by the company. TAP Air Portugal is governed by the terms and conditions of use of the social media networks where it is present.

TAP Air Portugal aims to be exemplary in its Customer service at all times, providing, through its social media profile, namely through Facebook, all the help, information, promotions, contests and other features to its fans and, seeking to respond to their needs and questions, expecting the user, when requested, to provide correct data and truthful information that will allow the help to be effective. The user must also not, under any circumstances, provide false, incorrect, fraudulent or speculative information, and TAP Air Portugal reserves the right to delete such messages, as well as the user's profile from their social media account.

The content posted by users on TAP Air Portugal's social media accounts represents the opinion of its author and does not necessarily reflect the opinions or policies of TAP Air Portugal. TAP Air Portugal is therefore not responsible for the opinions expressed on its social media profiles by its users, and does not assume any guarantee regarding the veracity or accuracy of the information contained therein, thus declining any responsibility for its publication. TAP Air Portugal reserves the right, if it so deems necessary, to remove or not publish any content format whose content is manifestly racist, sexist, abusive, incites violence, is obscene, contains falsehoods, is defamatory, or refers to illegal activities. Content published by profiles that appear to be false will be removed, and promotional, commercial or advertising content is not permitted.

We warn our Customers or Users that, for security and protection reasons, they should not make their personal data available on social media boards as it will be made public.

TAP Air Portugal reserves the right to withdraw, cancel and close, without prior notice, any of its accounts or profiles or part thereof on any of the social networks where it is represented.

10. Newsletter Subscription Terms and Conditions

These are the Newsletter Subscription Terms and Conditions established by Transportes Aéreos Portugueses, S.A. (hereinafter referred to as “TAP Air Portugal” or “TAP”), to subscribe to the communications made available to our Customers and Users on the websites, applications and/or digital presence of TAP Air Portugal.

By subscribing to our newsletters (flyTAP newsletters and / or TAP Miles&Go Programme), you agree and accept these Newsletter Subscription Terms and Conditions, as well as the General Terms, Policies and Conditions of Use and our Privacy Policy.

1. Data processing

By subscribing to our newsletters, you allow TAP Air Portugal, as well as its partners, to send, to the email address you provide, personalized offers, advertising campaigns, promotions, information regarding TAP Air Portugal and / or the TAP Miles&Go Programme, depending on the newsletter subscribed to.

We use the data you provide us (which is collected when you complete the registration form for flyTAP or the TAP Miles&Go Programme) to send you news on matters related to the activities of TAP Air Portugal, the other companies in the TAP group or its partners or associates.

We will process and use the data you provide to us as long as you remain subscribed to the newsletter. Your data will always be treated in accordance with our Privacy Policy.

Regarding any data you provide through the use of our websites or applications, as our Customer or User, you must undertake to give us accurate, reliable, true, current and complete information. You must also keep the information updated whenever requested or whenever changes occur in the management of your account.

2. Unsubscribing from newsletters

If you no longer wish to receive marketing communications from us, simply click on the unsubscribe link at the bottom of any of TAP's marketing communications. If you have a TAP account, you can also easily manage your marketing preferences through your Customer Area and, at any time, choose not to receive marketing communications by simply accessing “My profile” and then the “Manage privacy” tab.

If you prefer, you can also call our Contact Center and request that TAP not send you marketing communications. Upon receiving this request, we will stop sending the cancelled newsletter.

11. SMS Subscription Terms and Conditions

Subscribing to SMS notifications

By subscribing to receive SMS notifications, you are granting TAP Air Portugal permission to send to the mobile phone number you provided personalized offers, advertising campaigns, promotions or information relating to TAP Air Portugal, according to the newsletter or service you subscribed to.

We use the mobile phone number you provided us with, which is collected on the TAP account membership form or when you additionally fill in that field in your account, to send you SMS messages informing and notifying you about matters related to the activities of TAP Air Portugal. The mobile phone number you provided us with is used to send you personalized offers related to the campaigns and promotions that TAP Air Portugal will have available.

If you are directed to our web pages via a link sent by SMS, you also authorize us to process and use your IP address, detect your device model, browser version, location data, web beacons and similar technologies. We collect this information to verify whether the offers presented to you correspond to your preferences and to improve your browsing experience.

We will process and use the data collected as long as you remain subscribed to the SMS notifications. Your data will always be treated in accordance with our Privacy, Security and Data Protection Policy, and the General Terms, Policies and Conditions of Use of our website. You may unsubscribe from the notifications at any time; the processing and use of your mobile phone number and other data within the scope of SMS notifications. To do so, please access your Account using the username and password you will have after subscribing and proceed to cancel it in the manage privacy area of your Account. We will then stop sending you the SMS notifications you have canceled.

Costs associated with TAP Air Portugal SMS services

In general, there will be no costs associated with the SMS sent by TAP Air Portugal. However, you should bear in mind that your operator may charge you costs, which will be your responsibility, particularly when you are in other countries, for example through the roaming service.

SMS Subscription Requirements

SMS notification services are exclusive to TAP account subscribers who have provided their mobile phone number. It is possible to subscribe to other services through the websites or applications.

Information regarding flights, delays, changes or cancellations or other information related to your flight will be sent to the mobile phone number provided at the time of booking. SMS notification services are available in Portuguese and English. The SMS will be sent in the language selected in your Account or according to the data entered in your booking. Please confirm that the mobile phone number entered in your Account is the one you want to receive notifications on. Please confirm that the mobile phone number entered in your booking is the one on which you wish to receive information related to your booking.

Additional information

Due to legal restrictions, the use of mobile devices on board the TAP Air Portugal fleet is restricted from the moment the aircraft begins taxiing at the departure airport until the moment it arrives at the parking lot at the destination airport. Depending on the cabin crew's instructions, you may be able to use your devices in offline mode or flight mode. Ask the cabin crew for information if you need it.

Legal information

All information sent to you is carefully selected and compiled. However, it may arrive late, be incomplete or not be transmitted at all, this may happen due to the use of SMS as a means of communication. TAP Air Portugal assumes no responsibility for the availability of the service in sending information or notifications that may arrive late, incomplete or not be transmitted. If you are uncertain about information concerning the services you have subscribed, contracted or booked, please contact TAP Air Portugal to ensure that the information is up to date (for example: flight time).

12. Terms and Conditions for the use of tracking technologies (Cookies)

For more information about Cookies and how TAP Air Portugal uses them on its websites or applications, see the Cookies Policy.

13. IP Address Storage

When you visit the TAP Website, our web server automatically saves the IP address of your Internet service provider, the web page from which you are visiting us, the pages you visit on our website and the date and duration of your visit. In case of violation of these General Terms, Policies and Conditions of Use, we will keep the IP address stored for use for all applicable legal purposes.

14. Other Provisions

These General Terms, Policies and Conditions of Use apply unless they are in conflict with any applicable laws, rules and regulations, in which case, such applicable laws, rules and regulations shall prevail. If any provision of these General Terms, Policies and Conditions of Use is invalid under any applicable law, the remaining provisions will remain valid.

The non-exercise of its rights by TAP Air Portugal does not imply waiver or withdrawal of the future exercise of any of its rights, and the obligations of the User Customer in relation to such future exercise will continue in full force and effect.

These General Terms, Policies and Conditions of Use are subject to and must be interpreted in accordance with the Portuguese Law. The exclusive place of jurisdiction will be the courts of the district of Lisbon.

The Portuguese version of the Terms and Conditions prevails over any other versions (translations).

15. Accessibility Policy

One of our goals is to ensure that you can comfortably access all the information on our websites and applications. We are open to receiving your suggestions or experiences and, if you are having difficulty accessing the websites or applications correctly, we are available to help you. In this case, please contact our Contact Center.

Accessibility Policy - Accessibility Assistance Contact Information

Contact Center & Skype
Phone Number:
+351 211 234 400

Opening hours:
Monday to Sunday: 08:00 AM to 00:00 PM (WET), Mainland Portugal time

Skype:
tap.contact.center

Support for the hearing impaired:
For more information, check the Support for the hearing impaired

Accessibility Policy - Using Adobe Acrobat Reader (PDF files)
Some documents on this website are saved in PDF (Portable Document Format) files.

To view and print PDF files, you must have Adobe Acrobat Reader (or an equivalent PDF file reader) installed on your computer. You can download it from the Adobe PDF Reader.

Previous versions of Adobe Reader are also available.

Accessibility Policy - Accessibility Compliance Testing Information

For TAP Air Portugal, it is very important that our websites and applications are accessible to everyone, regardless of the type of disability. We continually work to achieve this goal using web design practices that are based on WeCo's Accessibility Standards, which include and expand upon elements of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0 (level AA).

Legislation concerning flights to and from the United States of America

TAP is covered by US regulations for non-discrimination on the basis of disability on all its flights to and from this country.
A copy of this document is available for consultation at the counters at the airports of Lisbon, Porto, New York (Newark) and Miami.

A copy of the provision may also be requested directly from the US Department of Transportation:

By telephone, within the US, via the toll-free line for passengers with disabilities: 1-800-778-4838 (language) or 1-800-455-9880 (TTY);
By telephone, to the Aviation Consumer Protection Division: 202-366-2220 (language) or 202-366-0511 (TTY);
Through the US Department of Transportation website or by consulting the DOT document, 14 CRF Part 382 ACAA (PDF, 2 MB, EN);
In writing, with the Aviation Consumer Protection Division:
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.