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    Deaf Passengers - Available services

    Hearing impaired passengers

    A special service for the comfort of hearing impaired passengers.

    How is the assistance provided?

    Our services provide all the necessary support to ensure you have a smooth flight.

    If you are a TAP/Star Alliance Gold member or are traveling in Business Class, use our check-in services in the Premium area.

    • 3 h / 90 min Before departure For intercontinental flights
    • 2 h / 90 min Before departure For European flights

    How to reserve?

    You should inform us of the degree of your hearing impairment and tell us what type of help you need so we can give you the best possible assistance.
     
    You can provide this information by filling out the “Special needs Assistance Request” form, which can be found here.

    Check-in

    For your convenience, you can use our online and mobile check-in services, which in most cases open 36 hours prior to departure. Find out how to use them here

    A reservation service tailored to your needs

    TAP has made the SERVIIN service (video call with interpreter) available to the entire hearing impaired community.
     
    Contact information
    This service includes features such as requests for information and purchase of travel tickets. 
     
    Reservations made through SERVIIN have a special code. This information allows lets any member of the airline’s staff know they are addressing a hearing impaired person, enabling them to respond to their needs quickly and effectively.
     
    Opening Hours: Monday-Friday, 9 am-5 pm. Closed on weekends and public holidays.

    Legislation for Passengers with Disabilities

    Legislation concerning flights to and from the United States of America

    TAP complies with US regulations preventing discrimination on the basis of disability on all its flights to and from the United States.

    A copy of this document is available for consultation at the TAP counters in Lisbon, Porto, Newark and Miami airports.
    You may also request a copy of these regulations directly from the US Department of Transportation prior to flying:

     

    • By telephone
    • If you are in the United States, call the toll-free helpline for disabled passengers: 1-800- 778-4838 (voice) or 1-800- 455-9880 (TTY)
    • By telephone
      Aviation Consumer Protection Division: 202-366-2220 (voice) or 202-366- 0511 (TTY)
    • By visiting the website
      Aviation Consumer Protection Division (PDF, 0.1MB, EN) - DOT, 14 CFR Part 382 ACAA, "Nondiscrimination on the Basics of Disability in Air Travel; Final Rule"
    • By writing to
      Aviation Consumer Protection Division C-75, U.S. Department of Transportation 1200 New Jersey Ave., SE., West Building, Room W96-432 Washington, DC 20590, EUA