Flight delays and cancellations
What to expect when your flight is canceled or changed?
- We will notify you of the delay or cancellation of your flight via email;
- If your flight is canceled, we will automatically book a seat for you on the next flight with available seats;
- We will provide an online tool so that you can check the alternative flight we found for you, and, if necessary, choose a flight that is most convenient to you;
- We will do our best to book the same seats you have selected previously;
- If you are not in transit, we will provide free hotel accommodation while you wait for your alternative flight;
- Depending on the waiting time until the alternative flight, we will offer you meals and beverages.
Flight status and trip alternatives
Avoid queues and do not go to the airport.
- Check the status of your flight on our site - flytap.com - under – “Flight Information”;
- Check if you have received any notification from us with a link to manage your trip, and then choose an alternative flight using this tool.
You will be able to find alternatives for your trip and inform us of your decision via the online platforms we offer you;
- To avoid queues and crowds, please do your check-in online instead of doing it at the airport. Please make sure you go through the airport's security check at least 45 minutes prior to your flight's scheduled departure time. For international flights, please make sure you go through passport control at least 60 minutes prior to your flight's scheduled departure time.
Compensation
For cancellations and delays exceeding 3 hours, we will pay you compensation in accordance with EU regulations, if the disruption has not been caused by extraordinary circumstances:
- delays/cancellations with a waiting time of 2 hours or more, for flights up to 1.500 km;
- delays/cancellations with a waiting time of 3 hours or more, for flights from 1.500 to 3.500 km;
- delays/cancellations with a waiting time of 4 hours or more, for all flights exceeding 3.500 km.
For more information on passenger rights and regulation 261/2004, please check our General Conditions of Carriage.
Compensation methods:
- Cash - as per the amount determined by EU regulations, depending on the delay time and the number of kilometers, or the waiting time until the alternative flight that has been offered;
- Voucher - with a 50% bonus on the amount determined by law.
Refunds for unexpected expenses
- Hotel accommodation expenses, if you are not in transit and hotel accommodation has not been offered to you, covering the time until your alternative flight;
- Expenses with meals and beverages, if you have not been offered vouchers for this purpose;
- Two telephone calls or internet-related costs for contacting people outside the airport.
Non refundable expenses
- We will not reimburse any expenses deemed unreasonable;
- We will not reimburse any expenses upon arrival at the destination, such as hotel accommodation, transport, etc.;
- We will not refund any hotel accommodation expenses if your flight has been canceled at your trip's departure city.
How to do it?
To request a refund for your expenses, please provide:
- The names of all passengers included in the request;
- Detailed information on all canceled/delayed flights included in your trip (including ticket number, date, departure and destination airports, flight number, and airline operating the flight);
- Hotel accommodation and communication invoices;
- Your bank account details, so that we can process your refund.
Request compensation/refund for expenses
Ticket refund
You may request a refund for the full amount of your ticket for uncompleted routes, if you decide not to make your trip:
- In the event of a flight cancellation;
- In the event of a delay exceeding 5 hours.
Types of refund:
- Via the original payment method, totaling 100% of the paid amount (for canceled flights and delays exceeding 5 hours);
- As a voucher (for canceled flights and delays exceeding 5 hours) with a 10% bonus on the original ticket price.
- You can check the voucher's expiry date in the 'Valid until' field;
- The voucher can be used to pay for trips and/or TAP services;
- The voucher can be used for online purchases at flytap.com;
- Passengers can use up to three vouchers per online purchase;
- If there is any outstanding amount to be paid, passengers can only use up to two vouchers; the remaining amount will be paid via credit card or any other method which is available when paying for the online purchase;
- If you want to use more than three vouchers on the same online purchase, or if the total amount of three vouchers is not enough to pay for the entire purchase, please contact our Contact Center;
- Passengers do not need to spend the voucher amount on a single purchase, as it will be deducted until the total amount has been used;
- The voucher may be used in various transactions. If the cost of the new ticket or service is lower than the voucher amount, the remaining balance will remain available to pay for other trips and/or TAP services;
- The voucher can be used to pay for a new ticket or service on behalf of someone other than the voucher holder;
- Voucher credits may not be sold.
