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.
If you don’t have a claim process number yet, please contact us at our Contact Center. You should do it in no more than 21 days after the flight.
If we are unable to locate your baggage after 72 hours, we will ask you for a more accurate description of its appearance and contents, and to also fill out the baggage inventory form here.
If you're outside your home area, please send the original receipts for clothes and toiletries you've purchased, for review and possible payment:
TAP Portugal
APARTADO 50194
EC S. JOÃO DE BRITO (LISBOA)
1704-970 LISBOA
PORTUGAL
TAP Portugal
APARTADO 50194
EC S. JOÃO DE BRITO (LISBOA)
1704-970 LISBOA
PORTUGAL
If your luggage is damaged, please report it at the TAP counter (Lost & Found), before leaving the baggage claim area.We will check it and issue a document, which you should keep until the case is solved.
For more information click here.
For more information click here.
In that case, please contact us at our Contact Center.
In case you don’t have the reference to track your lost luggage, please contact our Contact Center and select the option "issues regarding luggage".
Your luggage will be delivered to you at your place of convenience, unless there are customs duties. In this case, please pick it up at the airport.
