Deaf Passengers - Available services

Deaf passengers

A special service for the comfort of passengers with hearing impairment.

How is the assistance provided?

Our services provide all the necessary support to ensure you have a smooth journey.

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

  • 3 hours / 90 minutes Before departure For intercontinental flights
  • 2 hours / 90 minutes Before departure For European flights

How to book?

You should inform us of your degree of hearing disability and the help you need, so we can guarantee the best possible assistance.

You can provide this information by filling in the “Request for Assistance to be Provided to People with special needs” form, which can be found here.


For your convenience, you can use our online and mobile check-in services, which in most cases open 36 hours prior to departure. Find out how to use them here.

A booking service tailored to your comfort

TAP has made the SERVIIN service (video call with interpreter) available to the entire hearing impaired community.


This service includes features such as requests for information and purchase of travel tickets.

Bookings made through SERVIIN have a special code. This information allows any member of staff of the airline to know they are addressing a hearing impaired person, enabling them to answer their needs quickly and effectively.

Opening hours: Monday to Friday, from 9am to 5pm. Closed on weekends and public holidays.

Legislation for Passengers with Disabilities

Legislation concerning flights to and from the United States of America

TAP complies with US regulations preventing discrimination on all of its flights to and from the United States.

A copy of this document is available for consultation at the desks in Lisbon, Porto, Newark and Miami airports.
A copy may also be directly requested from the US Department of Transportation (US Department of Transportation):

  • By telephone
    From within the USA, via a free helpline for disabled passengers: 1-800- 778-4838 (speaking) or 1-800- 455- 9880 (TTY)
  • By telephone
    The Aviation Consumer Protection Division (Aviation Consumer Protection Division): 202-366- 2220 (speaking) or 202-366- 0511 (TTY)
  • Website
    Aviation Consumer Protection Division (PDF, 0.1MB, EN) - DOT, 14 CFR Part 382 ACAA, "Nondiscrimination on the Basis of Disability in Air Travel; Final Rule"
  • Letter
    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, EUA.