Transport Conditions

• 1) If your flight has been cancelled, TAP Air Portugal will offer you the following assistance:
  
  • 1.1) A choice between:
    
    • 1) reimbursement within seven days (in cash, by bank transfer, bank check or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure;
    • 2) rerouting to your final destination under comparable transport conditions at the first opportunity;
    • 3) rerouting under similar conditions to your final destination, at a later date at your convenience, subject to seat availability.
  
  Note 1: The provisions set out in point 1. also apply to passengers whose flights are included in an organized trip, except for the right to a refund when arising from Directive (EU) 2015/2302.
  
  Note 2: Whenever a city or region is served by several airports and TAP Air Portugal offers you a flight to an airport alternative to that for which the booking was made, TAP Air Portugal will bear the cost of your transfer from the alternative airport to the airport for which the booking was made or to another close-by destination agreed with you.
  
  
  • 1.2) Furthermore, TAP Air Portugal will offer you free of charge:
    
    • 1) meals and refreshments in reasonable proportion to the waiting time;
    • 2) a phone card, two phone calls or other means to communication (e.g. fax, telex).
  • 1.3) If you are rerouted in relation to your cancelled flight and the reasonably expected departure time is at least the day after the scheduled departure time of your cancelled flight, TAP Air Portugal will also offer you:
    
    • 1) hotel accommodation, if:
      
      • You need to stay for one or more nights;
      • You need to stay longer than expected;
    • 2) transport between the airport and the place of accommodation (hotel or other).
  
  Note: Any expenses related to points 1.2 and 1.3 above and incurred after the third hour prior to the departure time of the return flight mentioned in point 1.1.1 above, or the rerouting flight mentioned in points 1.1.2 and 1.1.3 above, will be at your expense.
  
  
  • 1.4) You will be entitled to the following compensation, to be paid pursuant to point 1.1.1 above:
    
    • 1) EUR 250 for all flights up to 1,500 kilometres;
    • 2) EUR 400 for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
    • 3) EUR 600 for all flights not covered by points (a) or (b).
      
      Note: The basis for calculating the distance must be the last destination at which the passenger will arrive later than the scheduled time due to the cancellation. Distances will be measured by the orthodromic method.
      
      Unless:
      
      • You were informed of the cancellation at least 2 weeks before the scheduled departure time;
      • You were informed of the cancellation between 2 weeks and 7 days before the scheduled departure time and you were offered rerouting allowing you leave up to 2 hours before the scheduled departure time and reach your final destination up to four hours after the arrival time; or
      • You were informed of the cancellation less than 7 days before the scheduled departure time and you were offered rerouting allowing you leave up to 1 hour before the scheduled departure time and reach your final destination up to two hours after the scheduled arrival time;
      • TAP Air Portugal can prove that the cancellation was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.
        
        
• 2) When you are offered rerouting to your final destination on an alternative flight pursuant to points 1.1.2 and 1.1.3 above, and its arrival time does not exceed the original flight's scheduled time of arrival by:
  
  • (i) two hours (for any flights up to 1,500 kilometres);
  • (ii) three hours (for any intra-Community flights over 1,500 kilometres and any other flights between 1,500 and 3,500 kilometres);
  • (iii) four hours (in the case of flights not covered by articles (i) or (ii), TAP Air Portugal may reduce by 50% the compensation mentioned in points 1.4.1, 1.4.2, and 1.4.3 above).
• 3) The assistance provided for in this Notice does not affect any rights granted under Directive (EU) 2015/2302.
• 4) Individuals with reduced mobility and any accompanying passengers, as well as any unaccompanied children, will receive, as soon as possible, the assistance pursuant to points 1.2.1, 1.2.2, 1.3.1 and 1.3.2 above, and TAP Air Portugal shall pay special attention to their needs.
• 5) Any voucher or MCO issued by TAP Air Portugal for any reimbursement or payment may only be used for TAP Air Portugal flights or services and only if they are directly provided by TAP.
• 6) For the purpose of these rules, the following definitions shall apply:
  
  • "Community carrier" means an air carrier with a valid operating licence granted by a Member State in accordance with the provisions of Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers.
  • "Operating carrier" meansa carrier that operates or intends to operate a flight under a contract with a passenger, or on behalf of a natural or legal person that has a contract with that passenger.
  • "Final destination" means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight; alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
  • "Person with reduced mobility" means any person whose mobility is reduced when using transport because of any physical disability (sensory or locomotor, permanent or temporary), intellectual impairment, age or any other cause of disability, and whose situation needs special attention and adaptation to the person's needs of the services made available to all passengers.

• 1) If TAP Air Portugal reasonably expects that a flight be delayed beyond its scheduled departure time:
  
  • (i) For two hours or more for any flights up to 1,500 kilometres;
  • (ii) Three hours or more for any intra-Community flights over 1,500 kilometres and any other flights between 1,500 and 3,500 kilometres;
  • (iii) Four hours or more for any flights not covered by (i) or (ii).
    
    Note: Distances must be measured by the orthodromic method.

TAP Air Portugal will offer you free of charge:

1. to passengers on flights leaving from an airport located in the EU and passengers on flights operated by an EU carrier departing from an airport located outside the EU to an airport located in the EU (unless they have received benefits or compensation and they are given assistance in the country of the airport located outside the EU); and
2. provided that they have a confirmed booking for the flight in question and present themselves for check-in as stipulated and at the time indicated in advance in writing (or by electronic means) or, if no time is indicated, no later than 45 minutes before the published departure time or, provided that, irrespective of the reason, they have been transferred by an air carrier or tour operator from the flight for which they had a booking to another flight; and
3. only to passengers with fares directly or indirectly available to the public or with tickets issued as part of a frequent flyer programme or any other commercial programme; and
4. to flights for which TAP Air Portugal is the operating air carrier.

• 1) Denied boarding, refusal by a carrier to carry a passenger although they were present for boarding, under the conditions described above under "Application", except when there are reasonable grounds for doing so, such as health and safety reasons or the lack of necessary travel documentation.
• 2) Before preventing a passenger from boarding on a flight, TAP Air Portugal will request other Customers to give up their bookings in exchange for benefits to be agreed upon, and provide the necessary assistance.
  TAP will offer you, free of charge, one of the following options:
  
  • 1) a refund within seven days (in cash, via electronic bank transfer, wire transfer, bank checks, or, with your written agreement, flight vouchers and/or other services) for the total price of the ticket corresponding to the flight segment or segments that have not been carried out, and, if the flight is no longer convenient with regard to your initial trip plan, a refund corresponding to the segment or segments that have already been carried out; in the latter case and whenever applicable, TAP will also offer you a return flight (at the earliest opportunity) to your original departure point.
    
  • 2) rerouting under similar conditions to your final destination, at the earliest opportunity;
    
  • 3) rerouting under similar conditions to your final destination, at a later date at your convenience, subject to seat availability.
    Pursuant to the provisions set out in the "Boarding Denial - Voluntary" forms that will be signed by the passengers who agree to give up their bookings.
• 3) If there are insufficient volunteers and TAP Air Portugal denies you boarding against your will, TAP Air Portugal will immediately:
  
  • 3.1) Compensate you (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) as follows:
    
    • 1) EUR 250 for all flights up to 1,500 kilometres;
      
    • 2) EUR 400 for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
      
    • 3) EUR 600 for all flights not covered by points (a) or (b).
      
  
  Note 1: The basis for calculating the distance must be the last destination that the passenger will reach later than the scheduled time due to being denied boarding. Distances must be measured by the orthodromic method.
  
  Note 2: When you are offered rerouting to your final destination on an alternative flight, pursuant to points 3.2.2 and 3.2.3 below, and the arrival time does not exceed the original flight's scheduled time of arrival by (i) two hours (for any flights up to 1,500 kilometers), (ii) three hours (for any intra-EU flights longer than 1,500 kilometers, or any flights ranging from 1,500 to 3,500 kilometers) or (iii) four hours (for any flights not covered by articles (i) or (ii)), TAP Air Portugal may reduce by 50% the compensation mentioned in points 3.1.1, 3.1.2 and 3.1.3 above.
  
  Note 3: For passengers who are denied boarding in the USA, the following compensation table applies.

• 3.2) Furthermore TAP Air Portugal will offer you free of charge a choice between: 
  • (a) reimbursement, within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services) of the total fare for the part or parts of the journey not travelled and, if the flight is no longer justified in terms of your original travel plan, for the part or parts of the journey already travelled and, in the latter case and if applicable, a return flight (at the first opportunity) to your first point of departure; or
  • (b) rerouting to your final destination under comparable transport conditions at the first opportunity; or
  • (c) rerouting under similar conditions to your final destination, at a later date at your convenience, subject to seat availability.
• 3.3) While waiting for the rerouting flight, TAP will offer you free of charge: 
  • (a) meals and refreshments  in reasonable proportion to the waiting time;
  • (b) hotel accommodation if:
    
    • You need to stay one or more nights;
    • You need to stay longer than you expected.
  • (c) transport between the airport and the place of accommodation (hotel or other);
  • (d) a phone card, two phone calls or other means to communication (e.g. fax, telex).


Note 1: The provisions set out in point 3.2. above also apply to passengers whose flights are included in an organized trip, except for the right to a refund when arising from under Directive (EU) 2015/2302.

Note 2: Any expenses related to points 3.3.1 and 3.3.2 above and incurred after the third hour prior to the departure time of the return flight mentioned in point 3.2.1 above, or of the rerouting flight mentioned in points 3.2.2 and 3.2.3 above, will be at your expense.

Note 3: Whenever the city or region is served by several airports and TAP Air Portugal offers you a flight to an airport alternative to that for which the booking was made, TAP Air Portugal will bear the cost of your transfer from the alternative airport to the airport for which the booking was made or to another close-by destination agreed with you.



• 4) If TAP Air Portugal places you in a class higher than that for which your ticket was purchased, it may not request any supplementary payment. If TAP Air Portugal places you in a class lower than that for which your ticket was purchased, it will reimburse you within seven days (in cash, by bank transfer, bank cheque or, with your written consent, by travel vouchers and/or other services):
  
  • (a) 30% of the fare for all flights up to 1,500 kilometres;
  • (b) 50% of the fare for all intra-Community flights over 1,500 kilometres and all flights between 1,500 and 3,500 kilometres;
  • (c) 75% of the fare for all flights not covered by points (a) or (b).
• 5) Unless you have surrendered your booking voluntarily and if you agree in writing to payment of compensation with travel vouchers and/or other services, your compensation will be increased by 20%.
• 6) Unless you have voluntarily given up your booking, the assistance described in this Notice does not affect any rights granted under Directive (EU) 2015/2302. 
• 7) Individuals with reduced mobility and any accompanying passengers, as well as any unaccompanied children, will receive, as soon as possible, the assistance pursuant to points 3.3.1, 3.3.2 and 3.3.3 above, and TAP Air Portugal shall pay special attention to their needs.
• 8) Any voucher or MCO issued by TAP Air Portugal for any reimbursement or payment may only be used for TAP Air Portugal flights or services and only if they are directly provided by TAP.
• 9) For the purpose of these rules, the following definitions shall apply: 
  • " Community carrier" means an air carrier with a valid operating licence granted by a Member State in accordance with the provisions of Council Regulation (EEC) No 2407/92 of 23 July 1992 on licensing of air carriers.
  • "Operating air carrier" means an air carrier that performs or intends to perform a flight under a contract with a passenger or on behalf of another person, legal or natural, having a contract with that passenger.
  • "Final destination" means the destination on the ticket presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight; alternative connecting flights available shall not be taken into account if the original planned arrival time is respected.
  • "Person with reduced mobility" means any person whose mobility is reduced when using transport because of any physical disability (sensory or locomotor, permanent or temporary), intellectual impairment, age or any other cause of disability, and whose situation needs special attention and adaptation to the person's needs of the services made available to all passengers.