Check-in – Online, at the desk, automatic, and other options

Check-in

Discover all the check-in options you can choose from.

What is the benefit of validating my COVID-19 documentation?

Verifying COVID-19 documentation at airports is a time-consuming process that increases waiting times. To improve the quality of our service, TAP has acquired a tool, built into the mobile check-in process, that allows you to validate this documentation in advance. By verifying your documents before going to the airport, you can get your boarding pass and head directly to the boarding gate — if you do not have a hold bag to dispatch — without having to go through the verification process at a check-in desk.

What if I do not want or am not able to verify the documents via mobile check-in?

If you do not want or are not able to verify your documents via mobile check-in, your check-in will be completed, but you will not get your boarding pass. In this situation, you can:
  • Return to the page later, validate the documentation and get your boarding pass, or
  • head to the airport, produce the necessary documentation at a service desk, and get your boarding pass there. Please arrive early so that you can complete the process in time.

How should I proceed if I do not get my boarding pass?

If your documentation is not verified in advance, we will have to verify it at an airport service desk. You will get your boarding pass then.

Please arrive early so that you can complete the process in time.


I tried to verify my documentation, but I am getting the message "not available". What should I do?

The "not available" message does not mean that there are no COVID-19 documentation requirements for your destination, only that we cannot verify them in advance. In that case, you can get your boarding pass online, but you will need to validate your documents at the airport. Please arrive early so that you can complete the process in time.

We would like to inform you that this documentation verification tool is being implemented on a route basis and that not all destinations are available yet.

Is it possible to upload a recovery certificate?

Unfortunately, we are not yet able to validate recovery certificates, even if they are valid for your trip. We regret the inconvenience and kindly ask you to validate it at the airport, where you will get your boarding pass.

Please arrive early so that you can complete the process in time.


Do I have to check the image's readability? Why?

Yes. To make the verification process faster, the system must be able to read the document contents correctly. If the document is not readable, it may be rejected, even if it is valid.

What should I do if the image is not readable?

You should check whether the type of document you are uploading meets the requirements described on the uploading page. Please note that if you cannot see the image of the document you have uploaded, the verification tool will not be able to read it either.

Please note that some "passenger verification forms" (obtained by registering on the online platforms of the official authorities of some countries) require a password so that the document can be read. If such is the case with your document, try unlocking it with the required password and make a "PDF print." Once you complete this process, you should be able to upload the file.

I uploaded a COVID-19 test and got the answer "the results of your test are not valid." What should I do?

The verification tool has concluded that your test is not within the validity period, that it is not the right type of test, or that the result is not negative/not detected. 

Please check whether the test you are uploading meets the requirements for your destination and:

  • If you are uploading a test that does not meet the requirements, please upload another test.
  • Make sure your test meets the requirements, and then go through the verification process at the airport to get your boarding pass. Please arrive early so that you can complete the process in time.

My document is "under review." What does it mean?

The verification tool has the ability to validate the vast majority of documents; however, some parts of the document may raise doubts during the automatic reading process. In such cases, the document will be sent to a small specialised TAP team, which will then read it manually and validate or reject your document. 

While the document is under review, you will not be able to upload any other document. You must wait for the review to be completed.

How do I know the result of the review?

To know the result of the review, please try checking the page later. To do this, simply resume the process by restarting the check-in flow at flytap.com, and, once you have been correctly identified, please choose the option "get boarding pass." You will be directed to the page where you can access the verification tool. Once there, you should check whether the uploaded document has been validated or rejected.

  • If the document has been deemed valid, you will see the answer "accepted".
  • If the document is still under review, please try again later or go through the verification process at the airport, where you will get your boarding pass.
  • If the document is deemed invalid, or if our team is unable to confirm the information in the document, you will receive the answer that the document does not meet the requirements. In that case, you should upload another file for further verification, or, if you are unable to do so, please go through the verification process at the airport, where you will get your boarding pass.


Please arrive early so that you can complete the process in time.

If I leave the page, can I try to validate my COVID-19 documentation again?

Yes. Even if you leave the verification page or the mobile check-in page, you will be able to resume the verification process. You must resume the check-in process at flytap.com, and, once you have been correctly identified, please choose the option "get boarding pass." You will be directed back to the page where you can access the verification tool.

I am being asked for a document that I do not need in order to travel. What should I do?

In that case, you will not be able to complete the online verification process, and you will need to go through the verification process at the airport, where you will get your boarding pass. Please arrive early so that you can complete the process in time.

We will update the rules of the verification tool as soon as possible. We regret if there is an error that requires you to upload a document which you believe is not necessary for your destination.

I was only able to validate the documentation required for a segment of my journey. What will happen?

You will not be able to get the boarding pass for your entire journey, and you will need to go through the verification process at the airport, where you will get the boarding pass for all routes.

Please arrive early so that you can complete the process in time.


I was only able to print one of the boarding passes for my route. What should I do?

You must go through the verification process at the departure airport, where you will get the boarding pass for all routes.

Please arrive early so that you can complete the process in time.


I was able to complete the verification process and get my boarding pass. Now what?

You can go to the airport and, if you do not need to register a hold bag, head directly to the boarding gate.

However, all documents pertaining to COVID-19 must be in your possession throughout the journey so that they can be verified by airport staff or the relevant authorities, if necessary.

How is my data processed by this COVID-19 documentation verification tool?

By uploading your health documents, you are agreeing to our privacy policy, which you can check on this link.

Contacts

Talk to us Send us your suggestions, praise or complaints. Tell us what we can do to ensure you have the best travel experience. Contact us

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Phone

Monday to Sunday: available 24 hours a day.

Speech and/or hearing impaired passengers can contact us through HERE.
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