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 TAP Miles&Go (Miles) Programme, bookings made through the Corporate programme, bookings using promotional codes and group bookings.
If your luggage is missing, you must follow these steps:
Let us know, before leaving the baggage claim area, if your luggage did not arrive at your destination, using the online Lost & Found form. Fill it out within 24 hours after landing to avoid queues at the airport. This service is only available for flights operated by TAP Portugal and TAP Express.
You can also do so at the Lost & Found counters in the baggage claim area.
The company will immediately begin searching for the baggage, using a universal system - Worldtracer. For more information about the process, you can contact the phone number indicated when issuing the report. Alternatively, you can browse the TAP / Worldtracer website.
As soon as we receive your luggage, it will be sent to the address indicated when opening the report or you will be informed of the procedure for collecting it.
The success rate is 95% and most luggage is delivered within the first 48 hours after registering the incident.
Opt for a refund by voucher and it can be requestedhere. It will be for the full amount of the unsed ticket and we will also offer you an additional 10%. If you wish to be refunded in the original form of payment, you may request the refund here. More information here.
