Arbitration body

Germany

TAP Air Portugal is therefore a member of the Arbitration Body Söp – “Schlichtungsstelle Reise & Verkehr e.V” in Germany.

Passengers on private trips may request arbitration by contacting this Arbitration Body when:

  • The flight with TAP Air Portugal was carried out after November 1, 2013;
  • The event is related to denied boarding, delayed or cancelled flights; destruction, damage, loss or delay of baggage; as well as breaches of duty regarding the transportation of passengers with disabilities and reduced mobility;
  • The passenger has already contacted TAP Air Portugal regarding the event in question and sixty days have elapsed without any response; or
  • The passenger is not in agreement with the fulfillment of the claim through TAP Air Portugal;
  • The compensation claim is higher than 10 euros but smaller than 5 000 euros;
  • The incident was not reported to a national supervisory authority (e.g. the German Federal Aviation Administration - “Luftfahrtbundesamt”); or
  • It has been processed or is pending in the Court of Justice.

The objectively independent and neutral Söp Arbitration Body will examine the incident and make a consensual and extrajudicial proposal for dispute resolution at no cost to the passenger.

More information:
https://www.soep-online.de/
https://soep-online.de/ihre-beschwerde/online-formular-flug/

Austria

Customers claims are handled promptly and with competence by TAP Air Portugal. However, there can always be different views regarding a situation.

TAP Air Portugal is therefore a member of the “Agentur für Passagier- und Fahrgastrechte” (APF Arbitration Body) in Austria.

Passengers on private trips may request arbitration by contacting this Arbitration Body when:

  • The flight with TAP Air Portugal was carried out after November 1, 2013;
  • The event is related to denied boarding, delayed or cancelled flights; destruction, damage, loss or delay of baggage; well as breaches of duty regarding the transportation of passengers with disabilities and reduced mobility;
  • The passenger has already contacted TAP Air Portugal regarding the event in question and sixty days have elapsed without any response; or
  • The passenger is not in agreement with the fulfillment of the claim through TAP Air Portugal;
  • The incident was not reported to a national supervisory authority (e.g. German Federal Aviation Administration - “Luftfahrtbundesamt”); or
  • It has been processed or is pending in the Court of Justice.

The objectively independent and neutral Arbitration Body will examine the incident and make a consensual and extrajudicial proposal for a dispute resolution at no cost to the passenger..

More information:
https://www.apf.gv.at
https://www.apf.gv.at/en/our-tasks.html
https://www.apf.gv.at/en/passenger-complaints-plane.html