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    Baggage problems - Learn what to do

    Baggage problems

    Find out how to resolve the problem as quickly as possible.

    Your baggage didn’t arrive?

    If you have not received your baggage, inform us immediately so we can resolve the issue as quickly as possible.

    Report delayed baggage

    Let us know immediately if your baggage doesn’t arrive at your destination by filling out the Lost & Found online form within 24 hours of landing and avoid waiting on line at the airport.Please be aware that the option of completing this form online is not available for flights to Brazil, Italy or United Kingdom due to legal restrictions. You can report up to 5 pieces of baggage per form. This service is only available for flights operated by TAP Portugal, TAP Express and White Airlines.

    You can also report missing baggage at the Lost & Found desks located in the baggage claim area.

     
    The details of the missing luggage items are entered in the computerized search system used by most airlines. 

    The success rate is 95%, and most baggage is delivered within 48 hours of registering the loss.


    If we are unable to find your baggage within 72 hours, we will ask you to provide a more accurate description of its appearance and contents, and you will also be asked to complete a baggage inventory form (PDF, 0.3MB, PT, EN). You must submit this document within 5 days after the loss.

    Track your baggage

    Keep informed about the search for your baggage. 

    You can check our baggage tracker at any time and make changes to the information on file using the registration number you were given when you reported the loss.

    Since bags tend to look very similar, any identifying detailsare very important.

     

    Damaged baggage

    Check your bag before leaving the airport. If it is damaged or you notice that items are missing, let us know immediately.


    You can do this at the airport at the Lost & Found desks near the baggage carousels, where your complaint will be registered and a report of the mishandled baggage will be issued.

    Please keep this document until the matter is settled.

    Compensation and liability

    If we are unable to find your baggage within a reasonable length of time, we are willing to compensate you as stated in the terms and conditions of our liability. 

    Please contact us in order to start the compensation claim process.

    As specified in the Transportation Conditions, TAP’s liability for the loss and delay of baggage is limited and a loss claim is only set in motion after the information has been reviewed.