Help videos

Can I ask for a ticket refund online?

Yes. You can make the online request in this page.

support_moreabout Booking information

Which bookings can be changed online?

All bookings that have been made directly with TAP (online, at TAP desks, at the contact center or in stores) can be changed if the tickets have been issued for more than 24 hours.

Bookings that involve ancillary services cannot be changed:

these include unaccompanied minors,
sports equipment,
extra baggage,
transport of animals in the cabin and/or in the hold,
bicycles,
medical cases and
the carrying of weapons.

The following can also not be changed: bookings made through travel agencies, bookings made through the Victoria (Miles) Programme, bookings made through the Corporate programme, bookings using promotional codes and group bookings.

support_moreabout Prepare and manage journey

My luggage did not appear at baggage reclaim. What should I do?

If your luggage is missing, please follow these steps:

Report it to the TAP counter (Lost & Found), before leaving the baggage reclaim area;
TAP will immediately start searching for the luggage through a universal system — the Worldtracer. To learn more about the process, please contact the phone number provided when the report is issued. Alternatively, you can check Worldtracer at TAP's website;
Once TAP has your luggage, it will be sent to the address you provided in the report or you will be informed of the collection procedure.

support_moreabout Baggage

How do I create a TAP client account?

Create a TAP Account here. Once you have provided your details you receive an email with a link via which you can activate your registration and choose a password. This link is valid for 24 hours. After this period, you need to register again.

support_moreabout Client Area