Preparing to travel
Our services provide all the necessary support to ensure you have a smooth, problem-free flight. Go to the check-in counter when you arrive at the airport.
At Lisbon Airport, there are dedicated special assistance desks in the Terminal 1 Departures area.
If you wish to travel with a service animal, please check the conditions here.
How to reserve
If you are traveling alone and need assistance, just fill in the “Special needs Assistance Request” form.
This service must be booked at least 48 hours before departure. Otherwise, we may not be able to provide the service.
Check-in
Use our check-in and mobile services, which in most cases open 36 hours prior to departure.
Find out more about online check-in here.
How is the assistance provided?
At the airport
When you arrive at the airport go to the check-in counter to begin the trip formalities. The assistance process begins there.
From there, your entire trip will be handled by a staff member.
If you are a TAP/Star Alliance Gold member or are traveling in Executive Class, use our check-in services in the Premium area.
We recommend that you arrive at the airport in plenty of time:
-
3 hours / 90 minutes Check-in times for intercontinental flights
-
2 hours / 90 minutes Check-in times for European flights
On board
When you board the aircraft, our flight crew will provide you with assistance and information about:
- Your seat location in the aircraft (proximity to doors and emergency exits, toilets, etc.);
- Where to find the call buttons and the entertainment system;
- The location of the oxygen mask and how to use it
- A description of what is on your tray at meal time
- Help to get to the lavatories. However, no assistance whatsoever is provided inside the lavatory.
The safety instructions are available in Braille. In our newer aircraft, you will also find other useful information, such as the number of seats and instructions on how to use the toilet.
On arrival
Our staff will meet you at the aircraft on arrival at your transfer airport or final destination and will accompany you through the entire process: passport control, luggage reclaim and customs.
Legislation for Passengers with Disabilities
See the rules concerning air transport of visually impaired passengers.
Regulation 1107/2006
See Regulation 1107/2006 (PDF, 0.1MB, EN) - Rights of Disabled Persons and Persons with Reduced Mobility when Traveling by Air.
Flights to and from the United States of America
TAP complies with US regulations preventing discrimination on the basis of disability on all of 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
See our conditions for traveling with a guide dog here.
