My flight was canceled. What are my rights?
You have the right to reschedule your trip or to be refunded.
If my flight was canceled and if I want a refund, how do I request it?
Where can I change my flight?
Whenever possible, use the Manage Booking option. If you only want to change your flight dates, you can do so online. If you wish to change the route, it will also be necessary to contact the Contact Center.
My ticket was purchased through a travel agency. Who do I contact to reschedule or request a refund, the agency or TAP?
You should contact your travel agency for any changes.
I already changed my flight and paid fees. Am I entitled to a refund of fees now?
There will be no refund of change fees already paid. Conditions are applied considering the date of the change and there is no retroactivity.
My fare is tap|discount, can I reschedule without paying the change fee?
Yes, if your ticket is issued between 1 July and 30 September 2020, with original travel dates between 1 July 2020 and 30 November 2020. More information here.
Can I change the route of my Stopover journey? How do I make this change?
Yes, it is possible. The change of route must be requested through the Contact Center or the travel agent through which you purchased your ticket.
How long does it take to issue the voucher
Due to the high number of requests, the issue may not be immediate and may take up to 30 days, but we are making every effort to issue and send the voucher as soon as possible.
I have an award booking, paid with miles. Can I get a refund?
Yes, all miles will be returned to the Client’s account and all the amounts paid in cash will be refunded by voucher, without charging the cancellation fee. The request need to made through the Contact Center.
Am I entitled to a refund for extra services, such as extra bags or reserved seats?
Additional services are not refundable. However they can be used 1 year after their purchase.
Can I use the voucher in more than one purchase?
Yes. The remaing amount will be available in the same voucher, which can be used to pay for other TAP flights or services.
