Booking information – Information, management and related bookings

Booking information

Find the answers to your questions about bookings.

You can find this information in the terms and conditions of your ticket, available in the booking confirmation email sent by TAP, or here.

For more information on the refund conditions according to the fare and route purchased, see this page.

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.

Yes, there are differences in cost depending on the channel you use to request the refund. If you request a refund online, the request has no costs.
If you request your refund through the Contact Center or at a TAP sales counter, refund processing is subject to a service fee of 40 EUR/50 USD/60 CAD, charged per ticket.

The conditions are different for tickets issued in the USA, Canada and Brazil: in these countries, regardless of how the refund request is made, the refund service fee is not charged if the refund request is made within the first 24 hours after ticket purchase and if the trip for which the request is being made starts more than 7 days from the date of purchase.

You can check the status of your refund request here.
The refund will be made using the same method of payment used to buy the ticket. For a purchase made with a credit card, the refund will be processed within 7 days. If you purchased your ticket with a debit card, the refund will be processed by bank transfer within 21 days. Additionally, you can choose to receive your refund in the form of a TAP voucher. This voucher is non-refundable and must be used to purchase TAP tickets or payment of other TAP services.

You are entitled to a refund of your ticket if, after the cancellation of your flight, you have not traveled on another alternative flight.
In this case (involuntary refund), you can choose to be refunded via a voucher, benefiting from an increase of 10% of the total amount paid for the ticket, or, you can choose to be refunded using the same method of payment used to buy the ticket (without an increase in the total amount paid for the ticket). These conditions apply, regardless of the reason for flight cancellation (e.g. adverse weather conditions).

If you choose the refund to be paid in the form of a voucher, the following conditions apply:

  1. Voucher available imediately to purchase TAP tickets or payment of other TAP services.
  2. Voucher increased by 10% of the total amount paid for the ticket.
  3. One year validity to book a trip and you can travel up to 360 days after booking.
  4. Easy online issuance.
  5. Total or partial use of the voucher is allowed.

Click here to request a refund.

In this situation we say  the refund is voluntary, i.e.: by choice of the passenger. 

The amount to be refunded can be paid in the form of a voucher, or, through the same method of payment used to buy the ticket, and, the refund rules of the fare and route you purchased will apply.

For more information on the refund conditions according to the fare and route you purchased, see this page.

If you choose the refund to be paid in the form of a voucher, the following conditions apply:

  1. Voucher available imediately to purchase TAP tickets or payment of other TAP services.
  2. One year validity to book a trip and you can travel up to 360 days after booking.
  3. Easy online issuance.
  4. Total or partial use of the voucher is allowed.

Click here to request a refund.

The refund request is available as soon as the ticket is issued. In the case of a voluntary refund (by choice of the passenger), it can be requested up to one year after the ticket issuance date. However, if your trip has been canceled by TAP, the maximum period for requesting a refund is that set out in the national legislation applicable to the specific case.
Yes. You can submit a refund request here.
 
It is not possible to request a refund online for a ticket purchased through a travel agency. The online refund request is only available for tickets purchased directly from TAP. If your reservation was made through a travel agency, please contact the agency to request your refund. If you cannot resolve your situation with the agency, please contact TAP's Contact Center.

Yes. You can request a refund even if you have already used part of the ticket. However, the refund conditions will vary according to the fare and route purchased. For more information see this page.

The refund request can be submitted here.

Miles&Go Award Tickets are non-refundable online. For this purpose, contact the Miles&Go Support Center.

The extra service is refundable in only three situations:

  1. If a flight irregularity occurs and the extra service purchased originally, is not avaliable in the alternative flight proposed.
  2. If, in the event of a flight irregularity and the alternative flight proposed, the passenger chooses to cancel his trip.
  3. If, after the purchase of the extra service, the original ticket is changed by the passenger's choice, and, the new ticket is issued in a fare that already includes that extra service. 

The refund of the extra service is done through the same method of payment used to buy the extra service.

The refund request can be submitted here.

For more information about TAP's Extra Services, see this page.

Contacts

Form: requests and claims Send us your suggestions, praise or complaints. Tell us what we can do to ensure you have the best travel experience.
Contact us

Online support

Phone

Lundi, Mercredi, Vendredi: 10h00 -12h00
See all