Baggage – Recommendations, rules and related problems

Baggage

Answers to your questions about luggage during your entire journey.

My luggage did not appear at baggage reclaim. What should I do?

If your luggage is missing, please follow these steps:

  • Report it to the TAP counter (Lost & Found), before leaving the baggage reclaim area;
  • TAP will immediately start searching for the luggage through a universal system — the Worldtracer. To learn more about the process, please contact the phone number provided when the report is issued. Alternatively, you can check Worldtracer at TAP's website;
  • Once TAP has your luggage, it will be sent to the address you provided in the report or you will be informed of the collection procedure.

I didn't report my missing luggage at the TAP counter. What should I do?

If you don’t have a claim process number yet, please contact us at our Contact Center. You should do it in no more than 21 days after the flight.

My luggage has been missing for more than 48 hours. What should I do?

In this case, please send a detailed list of the contents and value of the luggage. For more information on this subject and to fill out our form here (PDF, 0.3MB, PT, EN).

I have the original receipts for some goods that are inside my lost luggage. Where should I send them?

If you're outside your home area, please send the original receipts for clothes and toiletries you've purchased, for review and possible payment:

TAP Portugal
APARTADO 50194
EC S. JOÃO DE BRITO (LISBOA)
1704-970 LISBOA
PORTUGAL

My luggage came out damaged on the baggage carousel. What should I do?

If your luggage is damaged, please report it at the TAP counter (Lost & Found), before leaving the baggage claim area.We will check it and issue a document, which you should keep until the case is solved.

For more information click here.

I only noticed my luggage was damaged after I left the airport. What should I do?

In that case, please contact us at our Contact Center.

Worldtracer is asking me for a file reference. What is this?

In case you don’t have the reference to track your lost luggage, please contact our Contact Center and select the option "issues regarding luggage".

Where will my lost luggage be delivered to me? Do I have to collect it at the airport?

Your luggage will be delivered to you at your place of convenience, unless there are customs duties. In this case, please pick it up at the airport.

Help vídeos

  • Hand baggage guide

    Whenever you travel with TAP you can carry cabin luggage completely free of charge.

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