Transport Conditions

General Conditions of Carriage

Your transport agreement with TAP is governed by:

Liability of air carriers for passengers and their baggage

Effective as of 30 December 2009, the informative note (PDF, 0.1MB, EN) contains all the rules followed by EU air carriers in matters of liability, as required by EU legislation and the Montreal Convention. More information on passengers rights available here (PDF, 0.1 MB, EN).

This notice is required by Regulation (EC) 261/2004 (PDF, 0.1MB, EN)  of the European Parliament and of the Council of 11 February 2004. Please ensure that this regulation is complied with by the responsible appointed body.

The contact details of the organizations in charge of enforcing the rights of air transport passengers can be found here.

 

Notice of cancellation

Application

The following rules apply:

  1. if a flight previously scheduled to be operated by TAP Air Portugal is cancelled and at least one seat has been booked;
  2. to passengers leaving an airport in the EU and passengers on flights operated by an EU carrier departing from an airport outside the EU to an airport in the EU (unless they have received benefits or compensation and they are given assistance in the country of the airport located outside the EU);
  3. provided that they have a confirmed booking for the flight in question or provided that, regardless of the reason, they have been transferred by an airline or tour operator from the flight for which they had a booking to another flight;
  4. only to passengers with fares directly or indirectly available to the public or with tickets issued as part of a frequent flyer programme or any other commercial programme;
  5. to flights for which TAP Air Portugal is the operating airline.

 

Rules on compensation and assistance
  • 1) If your flight has been cancelled, TAP Air Portugal will offer you the following assistance:
    • 1.1) A choice between:
      • 1) reimbursement within seven days (in cash, by bank transfer, bank check or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure;
      • 2) rerouting to your final destination under comparable transport conditions at the first opportunity;
      • 3) rerouting under similar conditions to your final destination, at a later date at your convenience, subject to seat availability.

    Note 1: The provisions set out in point 1. also apply to passengers whose flights are included in an organized trip, except for the right to a refund when arising from Directive (EU) 2015/2302.

    Note 2:
    Whenever a city or region is served by several airports and TAP Air Portugal offers you a flight to an airport alternative to that for which the booking was made, TAP Air Portugal will bear the cost of your transfer from the alternative airport to the airport for which the booking was made or to another close-by destination agreed with you.

    • 1.2) Furthermore, TAP Air Portugal will offer you free of charge:
      • 1) meals and refreshments in reasonable proportion to the waiting time;
      • 2) a phone card, two phone calls or other means to communication (e.g. fax, telex).
    • 1.3) If you are rerouted in relation to your cancelled flight and the reasonably expected departure time is at least the day after the scheduled departure time of your cancelled flight, TAP Air Portugal will also offer you:
      • 1) hotel accommodation, if:
        • You need to stay for one or more nights;
        • You need to stay longer than expected;
      • 2) transport between the airport and the place of accommodation (hotel or other).

    Note: Any expenses related to points 1.2 and 1.3 above and incurred after the third hour prior to the departure time of the return flight mentioned in point 1.1.1 above, or the rerouting flight mentioned in points 1.1.2 and 1.1.3 above, will be at your expense.

    • 1.4) You will be entitled to the following compensation, to be paid pursuant to point 1.1.1 above:
      • 1) EUR 250 for all flights up to 1,500 kilometres;
      • 2) EUR 400 for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
      • 3) EUR 600 for all flights not covered by points (a) or (b).

        Note:
        The basis for calculating the distance must be the last destination at which the passenger will arrive later than the scheduled time due to the cancellation. Distances will be measured by the orthodromic method.

        Unless:

        • You were informed of the cancellation at least 2 weeks before the scheduled departure time;
        • You were informed of the cancellation between 2 weeks and 7 days before the scheduled departure time and you were offered rerouting allowing you leave up to 2 hours before the scheduled departure time and reach your final destination up to four hours after the arrival time; or
        • You were informed of the cancellation less than 7 days before the scheduled departure time and you were offered rerouting allowing you leave up to 1 hour before the scheduled departure time and reach your final destination up to two hours after the scheduled arrival time;
        • TAP Air Portugal can prove that the cancellation was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.

  • 2) When you are offered rerouting to your final destination on an alternative flight pursuant to points 1.1.2 and 1.1.3 above, and its arrival time does not exceed the original flight's scheduled time of arrival by:
    • (i) two hours (for any flights up to 1,500 kilometres);
    • (ii) three hours (for any intra-Community flights over 1,500 kilometres and any other flights between 1,500 and 3,500 kilometres);
    • (iii) four hours (in the case of flights not covered by articles (i) or (ii), TAP Air Portugal may reduce by 50% the compensation mentioned in points 1.4.1, 1.4.2, and 1.4.3 above).
  • 3) The assistance provided for in this Notice does not affect any rights granted under Directive (EU) 2015/2302.
  • 4) Individuals with reduced mobility and any accompanying passengers, as well as any unaccompanied children, will receive, as soon as possible, the assistance pursuant to points 1.2.1, 1.2.2, 1.3.1 and 1.3.2 above, and TAP Air Portugal shall pay special attention to their needs.
  • 5) Any voucher or MCO issued by TAP Air Portugal for any reimbursement or payment may only be used for TAP Air Portugal flights or services and only if they are directly provided by TAP.
  • 6) For the purpose of these rules, the following definitions shall apply:
    • "Community carrier" means an air carrier with a valid operating licence granted by a Member State in accordance with the provisions of Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers.
    • "Operating carrier" means a carrier that operates or intends to operate a flight under a contract with a passenger, or on behalf of a natural or legal person that has a contract with that passenger.
    • "Final destination" means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight; alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
    • "Person with reduced mobility" means any person whose mobility is reduced when using transport because of any physical disability (sensory or locomotor, permanent or temporary), intellectual impairment, age or any other cause of disability, and whose situation needs special attention and adaptation to the person's needs of the services made available to all passengers.

Notice of delay

Application

  1. to passengers on flights leaving from an airport located in the EU and passengers on flights operated by an EU carrier departing from an airport located outside the EU to an airport located in the EU (unless they have received benefits or compensation and they are given assistance in the country of the airport located outside the EU);
  2. provided that they have a confirmed booking for the flight in question and present themselves for check-in as stipulated and at the time indicated in advance in writing (or by electronic means) or, if no time is indicated, no later than 45 minutes before the published departure time or, provided that, irrespective of the reason, they have been transferred by an air carrier or tour operator from the flight for which they had a booking to another flight;
  3. only to passengers with fares directly or indirectly available to the public or with tickets issued as part of a frequent flyer programme or any other commercial programme;
  4. to flights for which TAP Air Portugal is the operating air carrier.

 

Rules on compensation and assistance

  • 1) If TAP Air Portugal reasonably expects that a flight be delayed beyond its scheduled departure time:
    • (i) For two hours or more for any flights up to 1,500 kilometres;
    • (ii) Three hours or more for any intra-Community flights over 1,500 kilometres and any other flights between 1,500 and 3,500 kilometres;
    • (iii) Four hours or more for any flights not covered by (i) or (ii).

      Note:
      Distances must be measured by the orthodromic method.

 

TAP Air Portugal will offer you free of charge:

  • 1) meals and refreshments in reasonable proportion to the waiting time;
  • 2) a phone card, two phone calls or other means to communication (e.g. fax, telex).
    • 1.1) If the reasonably expected departure time is at least on the day after the scheduled  departure time, TAP Air Portugal will also offer you, free of charge and in addition to the assistance described in 1 above:
      • 1) hotel accommodation if:
        • you need to stay one or more nights; or
        • you need to stay longer than you expected; and
      • 2) transport between the airport and your place of accommodation (hotel or other).
    • 1.2) If the delay amounts to at least 5 hours and you decide not to travel on the delayed flight, TAP will offer you a refund within seven days (in cash, via electronic bank transfer, wire transfer, bank checks, or, with your written permission, flight vouchers and/or other services) for the total price of the ticket corresponding to the flight segment or segments that have not been carried out, and, if the flight is no longer convenient with regard to your initial trip plan, a refund corresponding to the segment or segments that have already been carried out; in the latter case and whenever applicable, TAP will also offer you a return flight (at the earliest opportunity) to your original departure point.

      Note: 
      The provisions above also apply to passengers whose flights are included in an organized trip, except for the right to a refund when arising from Directive (EU) 2015/2302.

  • 2) Any expenses related to points 1.1, 1.2, 1.1.1 and 1.1.2 above and incurred after the third hour prior to the departure time of the delayed flight or the return flight mentioned in article 1.2 above will be at your expense.
  • 3) TAP Air Portugal will provide you with the assistance described in this notice within the periods established in (i), (ii) and (iii) of point 1 above for each type of distance.
  • 4) The assistance described in this Notice does affect any rights granted under Directive (EU) 2015/2302.
  • 5) In the event of a delay of any duration, persons with reduced mobility and any persons accompanying them and unaccompanied children are entitled to receive assistance pursuant to points 1 and 1.1 above as soon as possible and TAP Air Portugal will pay special attention to their needs.
  • 6) If your flight's arrival at your final destination is delayed for 3 or more hours, you may be entitled to the following compensation:
    • 1) EUR 250, for all flights up to 1,500 kilometers;
    • 2) EUR 400, for all intra-EU flights over 1,500 kilometers and all flights between 1,500 and 3,500 kilometers;
    • 3) EUR 600, for all flights not covered by articles (a) or (b).

      Note 1: 
      Not applicable if TAP Air Portugal can prove that the delay was caused by force majeure circumstances that could not have been avoided even if all reasonable measures had been adopted.

      Note 2: 
      Compensation can be paid in cash, via electronic bank transfer, bank checks, or, with your written permission, flight vouchers and/or other services),

      Note 3:
      The distance to be considered will be calculated based on the last destination the passenger arrives at with a delay regarding the scheduled time. Distances must be measured according to the orthodromic route method.

  • 7) For the purpose of these rules, the following definitions shall apply:
    • "Community carrier" means an air carrier with a valid operating licence granted by a Member State in accordance with the provisions of Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers.
    • "Operating air carrier" means an air carrier that performs or intends to perform a flight under a contract with a passenger or on behalf of another person, legal or natural, having a contract with that passenger.
    • "Final destination" means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight; alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
    • "Person with reduced mobility" means any person whose mobility is reduced when using transport because of any physical disability (sensory or locomotor, permanent or temporary), intellectual impairment, age or any other cause of disability, and whose situation needs special attention and adaptation to the person's needs of the services made available to all passengers.

Notice of denied boarding

Application

The following rules apply:

  1. to passengers on flights leaving from an airport located in the EU and passengers on flights operated by an EU carrier departing from an airport located outside the EU to an airport located in the EU (unless they have received benefits or compensation and they are given assistance in the country of the airport located outside the EU); and
  2. provided that they have a confirmed booking for the flight in question and present themselves for check-in as stipulated and at the time indicated in advance in writing (or by electronic means) or, if no time is indicated, no later than 45 minutes before the published departure time or, provided that, irrespective of the reason, they have been transferred by an air carrier or tour operator from the flight for which they had a booking to another flight; and
  3. only to passengers with fares directly or indirectly available to the public or with tickets issued as part of a frequent flyer programme or any other commercial programme; and
  4. to flights for which TAP Air Portugal is the operating air carrier.


Rules on compensation and assistance

  • 1) Denied boarding, refusal by a carrier to carry a passenger although they were present for boarding, under the conditions described above under "Application", except when there are reasonable grounds for doing so, such as health and safety reasons or the lack of necessary travel documentation.
  • 2) Before preventing a passenger from boarding on a flight, TAP Air Portugal will request other Customers to give up their bookings in exchange for benefits to be agreed upon, and provide the necessary assistance.
    TAP will offer you, free of charge, one of the following options:
    • 1) a refund within seven days (in cash, via electronic bank transfer, wire transfer, bank checks, or, with your written agreement, flight vouchers and/or other services) for the total price of the ticket corresponding to the flight segment or segments that have not been carried out, and, if the flight is no longer convenient with regard to your initial trip plan, a refund corresponding to the segment or segments that have already been carried out; in the latter case and whenever applicable, TAP will also offer you a return flight (at the earliest opportunity) to your original departure point.
    • 2) rerouting under similar conditions to your final destination, at the earliest opportunity;
    • 3) rerouting under similar conditions to your final destination, at a later date at your convenience, subject to seat availability.
      Pursuant to the provisions set out in the "Boarding Denial - Voluntary" forms that will be signed by the passengers who agree to give up their bookings.
  • 3) If there are insufficient volunteers and TAP Air Portugal denies you boarding against your will, TAP Air Portugal will immediately:
    • 3.1) Compensate you (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) as follows:
      • 1) EUR 250 for all flights up to 1,500 kilometres;
      • 2) EUR 400 for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
      • 3) EUR 600 for all flights not covered by points (a) or (b).

    Note 1:
    The basis for calculating the distance must be the last destination that the passenger will reach later than the scheduled time due to being denied boarding. Distances must be measured by the orthodromic method.

    Note 2: 
    When you are offered rerouting to your final destination on an alternative flight, pursuant to points 3.2.2 and 3.2.3 below, and the arrival time does not exceed the original flight's scheduled time of arrival by (i) two hours (for any flights up to 1,500 kilometers), (ii) three hours (for any intra-EU flights longer than 1,500 kilometers, or any flights ranging from 1,500 to 3,500 kilometers) or (iii) four hours (for any flights not covered by articles (i) or (ii)), TAP Air Portugal may reduce by 50% the compensation mentioned in points 3.1.1, 3.1.2 and 3.1.3 above.

    Note 3:
    For passengers who are denied boarding in the USA, the following compensation table applies.
Time difference on arrival Cash compensation Cash compensation limit Compensation via voucher for purchasing tickets or services on TAP Air Portugal flights
<1h Not applicable Not applicable Not applicable
>1h <4h 200% passenger's one-way fare $775 Amounting to 200% of the passenger's one-way fare with a 75% bonus
>4h 400% passenger's one-way fare $1550 Amounting to 400% of the passenger's one-way fare with a 75% bonus
      Note 4: For passengers who are denied boarding in Canada, the following compensation table applies.
Time difference on arrival Cash compensation Cash compensation limit
>6h $900 $1575
>6h <9h $1800 $3150
>9h $2400 $4200
    • 3.2) Furthermore TAP Air Portugal will offer you free of charge a choice between: 
      • (a) reimbursement, within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure; or
      • (b) rerouting to your final destination under comparable transport conditions at the first opportunity; or
      • (c) rerouting under similar conditions to your final destination, at a later date at your convenience, subject to seat availability.
    • 3.3) While waiting for the rerouting flight, TAP will offer you free of charge: 
      • (a) meals and refreshments  in reasonable proportion to the waiting time;
      • (b) hotel accommodation if:
        • You need to stay one or more nights;
        • You need to stay longer than you expected.
      • (c) transport between the airport and the place of accommodation (hotel or other);
      • (d) a phone card, two phone calls or other means to communication (e.g. fax, telex).


    Note 1: 
    The provisions set out in point 3.2. above also apply to passengers whose flights are included in an organized trip, except for the right to a refund when arising from under Directive (EU) 2015/2302.

    Note 2: Any expenses related to points 3.3.1 and 3.3.2 above and incurred after the third hour prior to the departure time of the return flight mentioned in point 3.2.1 above, or of the rerouting flight mentioned in points 3.2.2 and 3.2.3 above, will be at your expense.

    Note 3: Whenever the city or region is served by several airports and TAP Air Portugal offers you a flight to an airport alternative to that for which the booking was made, TAP Air Portugal will bear the cost of your transfer from the alternative airport to the airport for which the booking was made or to another close-by destination agreed with you.

  • 4) If TAP Air Portugal places you in a class higher than that for which your ticket was purchased, it may not request any supplementary payment. If TAP Air Portugal places you in a class lower than that for which your ticket was purchased, it will reimburse you within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services):
    • (a) 30% of the fare for all flights up to 1,500 kilometres;
    • (b) 50% of the fare for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
    • (c) 75% of the fare for all flights not covered by points (a) or (b).
  • 5) Unless you have surrendered your booking voluntarily and if you agree in writing to payment of compensation with travel vouchers and/or other services, your compensation will be increased by 20%.
  • 6) Unless you have voluntarily given up your booking, the assistance described in this Notice does not affect any rights granted under Directive (EU) 2015/2302. 
  • 7) Individuals with reduced mobility and any accompanying passengers, as well as any unaccompanied children, will receive, as soon as possible, the assistance pursuant to points 3.3.1, 3.3.2 and 3.3.3 above, and TAP Air Portugal shall pay special attention to their needs.
  • 8) Any voucher or MCO issued by TAP Air Portugal for any reimbursement or payment may only be used for TAP Air Portugal flights or services and only if they are directly provided by TAP.
  • 9) For the purpose of these rules, the following definitions shall apply: 
    • " Community carrier" means an air carrier with a valid operating licence granted by a Member State in accordance with the provisions of Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers.
    • "Operating air carrier" means an air carrier that performs or intends to perform a flight under a contract with a passenger or on behalf of another person, legal or natural, having a contract with that passenger.
    • "Final destination" means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight; alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
    • "Person with reduced mobility" means any person whose mobility is reduced when using transport because of any physical disability (sensory or locomotor, permanent or temporary), intellectual impairment, age or any other cause of disability, and whose situation needs special attention and adaptation to the person's needs of the services made available to all passengers.

Security Measures at Airports

European Union

Passenger information:

Following the events on 10 August 2006, the European Union adopted security measures restricting the quantity of liquids allowed through screening points in order to protect all passengers against the new threat of liquid explosives.

These security measures apply:

  • To all passengers;
  • At security points at all EU airports;
  • To all destinations.

Passengers are not allowed to carry liquids in their cabin baggage with the exception of those in individual containers of a capacity of no more than 100 millilitres or equivalent (100 g / 3 oz) in a transparent, closed, re-sealable plastic bag with a capacity of no more than one litre (per passenger).

The items must fit comfortably into the bag so that it closes easily and its contents can be seen and identified.

Liquids are:

  • Water and other drinks, soups and syrups;
  • Gels, including hair gel;
  • Pastes, including toothpaste;
  • Other items of a similar consistency;
  • Lotions, including perfumes and shaving cream;
  • Aerosols and other containers under pressure.

Exceptions

  • Liquids needed throughout the journey* (Needed for use during the flight and stay) for medical purposes, with a doctor's prescription and proof of authenticity of the exempted liquid;
  • Liquids needed throughout the journey (Needed for use during the flight and stay) for special diets, with a doctor's certificate;
  • Baby food.

*When asked, passengers must provide proof of authenticity of the exempted liquid by tasting it or applying it to the skin.

Injected Medications

Although no authorization is required to carry injected medication, we advise our passengers to carry justifiable documents e.g. medical certificate or any other document attesting to the need of the LAG (liquids, aerosols and gels) during the trip in order to make it easier and quicker control through security.

For further information contact:
Email: [email protected]
Fax: (+351) 21 842 35 87
Address: B Street, Building 4 - Portela Airport 4
1749-034 Lisbon - PORTUGAL

Notes:

These restrictions do not apply to liquids bought and packed in tamper-evident bags at stores at the airport beyond boarding pass control or on board an aircraft belonging to a European Union airline.

However, tamper-evident bags must not be opened before the security screening points and must, whenever possible, remained closed and tamper-proof until arrival at your final destination.

These measures do not apply to bags handed in at check-in desks as hold baggage.

Other measures:

Passengers' coats and jackets are screened separately from cabin baggage.

Laptop computers and other large electrical devices must be removed from cabin baggage before screening and screened separately.

Recommendations:

  • Avoid carrying liquids in your cabin baggage;
  • On reaching the screening points and before the x-ray machine, show any liquids that you are carrying to the security staff;
  • Ask for any liquid that you buy after boarding pass control or on board an aircraft belonging to a European airline to be placed in a tamper-evident bag along with the receipt, preferably separately from other purchases;
  • Do not open the tamper-evident bag until reaching your final destination, especially when taking connecting flights, as the liquids may be confiscated at another screening point.

To check full legislation, please consult:

Brazil

Regulations on limits on the transport of liquids on international flights

All passengers travelling on international flights or needing to use the international departures lounge are subject to the following restrictions on their hand baggage:

Liquids:

  • Must be carried in containers with a capacity of up to 100 ml;
  • Must be placed in a transparent plastic bag with a maximum capacity of one litre no larger than 20 X 20 cm;
  • Only one plastic bag is allowed per passenger.

Liquids in containers of more than 100 ml cannot be carried, even if the container is not full.

The containers must be packed loosely in a completely sealed transparent plastic bag.

Exceptions to these limits are medications accompanied by a prescription, baby food and liquids for special diets in sufficient quantity for the duration of the flight, including any stopovers. They must be presented during the inspection.

Special Transport

Regulation (EC) no. 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air download here (PDF, 0.1 MB, EN).

Airline Passengers with Disabilities Bill of Rights (applicable to flights to/from an airport in the United States of America) download here (PDF, 0.3 MB, EN).

Online Dispute Resolution (ODR)

As from 15th February, 2016, the new electronic platform for online dispute resolution (ODR) shall be made available for consumers and traders. The access to the platform can be made through the European Commission’s website.

This platform aims for the resolution of disputes in a faster, easier and less expensive way.

Every time a consumer files a complaint on the ODR platform, the alternative dispute resolution bodies will act as arbitrators between the parties to solve the question.

Further information on the alternative dispute resolution (ADR) and the Online Dispute Resolution Platform (ODR) is available on the EU Consumers Directorate-General website or on the CEC website.

As a consumer you may use the European commission's online dispute resolution platform to submit your complaint if you wish. This platform provides easy access to alternative dispute resolution (ADR). This can be done by completing the electronic form available via this link.

Contingency Plan for Lengthy Tarmac Delays (applicable only for airports in the United States of America)

TAP Air Portugal’s Contingency Plan for Lengthy Tarmac Delays describes what TAP will implement during a lengthy tarmac delay at a U.S. airport in accordance with U.S. Department of Transportation (DOT) regulations. 

This Contingency Plan is explicitly separate from and not a part of TAP Air Portugal's Contract of Carriage.

TAP Air Portugal’s goal is to make every flight a safe and pleasant experience for our customers. TAP Air Portugal’s Contingency Plan will be activated during times when our customers are experiencing irregular operations involving a lengthy tarmac delay at a U.S. airport. In most cases the cause of lengthy tarmac delays are outside of TAP Air Portugal’s reasonable control (e.g., weather conditions, air traffic control restrictions, and airport construction projects). There are also times when unanticipated flight delays may occur due to airline operations, but no matter what the cause, TAP Air Portugal commits to implement measures under this Plan.

TAP provides the details of its Plan below.

When a tarmac delay occurs at a U.S. airport on an international flight departing from or arriving at such airport, TAP Air Portugal will assure to customers:

  1. TAP will not permit an aircraft to remain on the tarmac for more than four hours before allowing passengers to deplane, unless: (i) For departing flights, the flight begins to return to a suitable disembarkation point no later than four hours after the main aircraft door is closed to deplane passengers; (ii) The pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers or that deplaning passengers at a suitable disembarkation point would jeopardize passenger safety or security; or (iii) Air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.  For purposes of (i), if the aircraft is in an area that is not under TAP’s control, the aircraft has begun to return to a suitable disembarkation point when a request is made to the Federal Aviation Administration control tower, airport authority, or other relevant authority directing the aircraft’s operations.  If the aircraft is in an area that is under TAP’s control, the aircraft has begun to return to a suitable disembarkation point when the pilot begins maneuvering the aircraft to a suitable disembarkation point. 
  2. TAP Air Portugal will provide adequate food and potable water no later than two hours after the tarmac delay begins, unless the pilot-in-command determines that safety or security considerations preclude such service. 
  3. TAP Air Portugal will ensure that passengers have access to operable lavatory facilities, as well as adequate medical attention if needed, while the aircraft remains on the tarmac. 
  4. TAP Air Portugal will update passengers when a tarmac delay exceeds 30 minutes regarding the status of and reasons for a delay and may provide subsequent updates, including regarding any changes in status.  TAP will timely notify passengers that they may deplane if the aircraft is at the gate with the door open or passengers otherwise have the opportunity to deplane at a suitable disembarkation point.  
  5. TAP Air Portugal has sufficient resources to implement this Plan. 
  6. TAP Air Portugal has coordinated this Plan with airport, U.S. Customs and Border Protection and U.S. Transportation Security Administration authorities at all U.S. airports that TAP serves, including its regular diversion airports.
The customer service plan, applicable with respect to flights to and from the United States, can be downloaded here (PDF, 0,2MB, EN).
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