Personalised assistance

Learn about the TAP assistance service that helps you every step of your trip.

The support you deserve

TAP Personalised Assistance guarantees assistance for departures, arrivals and transfers. This support service available to all passengers who want to benefit from this assistance at all the stages of their flight. 

This service is available at Lisbon, Porto and Funchal airports.

Services available (according to selected level):

  • Assistance during check-in;
  • Transport of hold baggage;
  • Accompaniment to the lounge is included, provided it is included in the tariff or defined in the customer profile;
  • Boarding and disembarkation in exclusive vehicles.
This service does not overlap the services that the airline provides for medical or special assistance cases (such as reduced mobility passengers, unaccompanied minors, etc.).Find out all about passengers with special needs here.

How to request it

1. Request the service up to 72 hours before departure
All requests are made online a minimum of 72 hours and a maximum of 60 days before the departure date of the flight.
2. Wait for the reservation confirmation
You will receive a confirmation e-mail to which you will have to reply no later than 36 hours before your departure, if you do not the service request is cancelled.
3. Make the payment
This service can only be paid by credit card, the transaction currency is euro (€). Assistance is only valid after payment and confirmation.
Send a request

View the conditions for requesting the personalised assistance service.

  • All requests are made online and a minimum of 72 hours and maximum of 60 days before the departure date of the flight;
  • The request for assistance must be confirmed 36 hours before it is used, otherwise this service is cancelled;
  • It is exclusively paid for by credit card (Visa and Mastercard) and the transaction currency is the euro (€) All prices shown include VAT. Assistance is only valid after its payment;
  • View the levels of assistance available at each airport.

Services

Departures

Facilities Personalised Assistance 1 Personalised Assistance 2 Personalised Assistance 3 Personalised Assistance 4
Advance check-in x ✓ ✓ ✓
Personalised assistance with hold baggage* x ✓ ✓ ✓
Assistance at the check-in desk ✓ ✓ ✓ ✓
Escort to the boarding gate ✓ ✓ ✓ ✓
Coordination of most comfortable time to board ✓ ✓ ✓ ✓
Boarding in a separate vehicle x x ✓ ✓
Constant updates ✓ ✓ ✓ ✓

Arrivals

Facilities Personalised Assistance 1 Personalised Assistance 2 Personalised Assistance 3 Personalised Assistance 4
Escort from the plane to the arrivals hall ✓ ✓ ✓ ✓
Deboarding in a special vehicle x x ✓ ✓
Coordination of priority for collecting hold baggage x ✓ ✓ ✓
Personalised transport of baggage to the outdoor area* x ✓ x ✓
Assistance with hold baggage irregularities ✓ ✓ ✓ ✓

Transfers

We consider transfers to be flight connections occurring in a maximum of 5 hours. If the interval exceeds this referred time, then two TAP Assistance services are charged: Arrival and Departure, and the respective values are charged according to the price list shown below. Services available:
Facilities Personalised Assistance 1 Personalised Assistance 2 Personalised Assistance 3 Personalised Assistance 4
Escort from the plane from arrival until boarding the connecting flight Not Applicable ✓ Not Applicable ✓
Deboarding / boarding in a special vehicle Not Applicable x Not Applicable ✓
Escort through the airport (to lounge, according to the type of fare purchased) Not Applicable ✓ Not Applicable ✓

Prices

The table below shows the price per person for each transfer, departure or arrival service at Lisbon, Porto and Funchal airports.
  Arrivals and Departures  Transfer 
  1 person 2 to 9 persons 1 person 2 to 9 persons
Personalised Assistance 1 €45 €24     
Personalised Assistance 2 €85 €42  €85  €42 
Personalised Assistance 3
 €105 €48     
Personalised Assistance 4
 €140 €60  €140  €60 

Please contact us for the price for groups of more than 9 passengers.

Access to exclusive advantages at the airport (e.g. lounge, fast track) is foreseen if it is included in the product you acquired or in the client’s status.

VAT included.

Meeting Point and Minimum Times

So that we can provide the best service, we recommend that the following minimum times are complied with:

  • With hold baggage - 90 minutes before the flight departure time.
  • Without hold baggage - 1 hour before the flight departure time.
  • Flights to the USA - 2 hours before the flight departure time, for passengers with or without hold baggage.

Check the meeting point in the table below:

The meeting point for arrival and transfer services is at the front door of the aircraft.

Airport For domestic flights For intercontinental flights
Lisbon Area adjacent to the Premium Store in Terminal 1 Area adjacent to the Premium Store in Terminal 1
Porto Check-in Desk No. 22 Check-in Desk No. 22
Funchal Check-in desk No. 8 (tap|executive desk) Check-in desk No. 8 (tap|executive desk)

Irregularities, changes or cancellations

If you have not yet paid:

If you want to make any changes or cancel the service before you have paid, please send an email to tapassistance@tap.pt and begin a new online request, provided it is still at least 72 hours beforehand. 

If you have already paid:

If you have already paid please send an email to tapassistance@tap.pt in the 24hours prior to the service. It is however subject to confirmation.

  • Level 1 assistance:
    • Non-refundable;
  • Level 2 to 4 assistance:
    • No penalty if cancellation occurs for reasons of force majeure or natural causes;
    • No penalty if cancelled 24 hours prior to the service;
    • Penalty of 50% of the amount paid when cancelled between 24 and 12 hours prior to the service;
    • No refund of the amount paid when cancelled within 12 hours of the provision of the service.
Learn more about the cancellation conditions here (PDF, 0.8MB, EN).

 

In the event of flight irregularity, the passenger procedure applies according to the purchased fare or product.