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Authorized refunds and voluntary refunds for 047 documents
Updated on 23 Sep 2021
Informação válida apenas para o mercado do Brasil.

Refund of Electronic Tickets is authorized according to Fare Rules.

With the exception of EMD for UMNR service (if canceled prior to check-in closure), cancelation or scheduled change of more than 5hours (UN or TK status), EMDs are non-refundable. However, all EMDs may be reused for the same service within one (1) year from the date of issue.


Refunds in case of irregularity

In accordance with the General Conditions of Carriage and European Regulation EC 261/2004, total or partial refunds in case of irregularity are only allowed in the following cases:

  • Ticket 047 - TAP operating carrier or other Airline - duly substantiated cancelations and / or schedule changes (e.g. delays).
    • Schedule change of 5 hours or more - full refund 
    • Cancelation (UN) in which the passenger does not accept the alternative given by the company - full refund
    • Delay that results in misconnection and/or an overnight stay  – Please contact our Help Desk

Refund requests for UN / TK cases that occur only due to flight renumbering - refund according to the fare rules 

Refund requests for schedule changes of less than 5 hours - refund according to the fare rules.

As an alternative to a refund, for cancelled flights (UN) TAP can offer a voucher for use in future travel or services. This voucher is valid for one year from the date of issue and can be requested through the link Vouchers are non-refundable.

At the moment, refunds can only be requested through BSPLink - however, in the situations below it is strictly necessary to contact TAP for an authorization:

  • Flight cancelation by another company or TP marketing flight
  • Schedule change that makes it impossible to connect flights

The lack of authorization in these cases may give rise to an ADM.


On a commercial flexible basis, some refunds will be allowed as described below. Cases not covered by these exceptions will be dealt according to the rules, therefore they should always be checked and transmitted to customers!

Refunds authorized with a fee of EUR30 (CANX FEE)

  • Death of passenger or family member* (must present a death certificate / certificate of kinship).

It is mandatory to send TAP the copy of the Refund Notice, ticket and copy of certificates, during the month of the refund processing, by email to our Help Desk, with the keyword WAIVE in the subject of the email.

*Family members including:

  • Spouse/common law
  • Children - natural or adopted
  • Parents
  • Stepmothers/Stepfathers
  • Siblings
  • Grandparents
  • In-laws
  • Brothers/sisters in law
  • Sons/daughters in law

In all cases described above, it is mandatory to attach supporting documents to the refund request.

Voluntary Refunds


We prepared a quick reference to help you through the process of calculation of a voluntary refund. Download it here for your convenience.

Amadeus GDS users can process TAP's voluntary ticket refunds through Amadeus ATC Refund, a fully automated refund calculation tool. By eliminating the risk of errors and consequently the number of ADMs, in two steps the tool calculates the values of fare and taxes to be refunded, as well as verifies any penalties.


  • According to IATA Manual - Passenger Air Tariff (PAT), Taxes US/ZP and XF are non-refundable on non-refundable tickets.
  • TAP collects a service fee (cancellation penalty MF) of EUR30 for CONTINENTAL fare tickets or EUR45 for INTERCONTINENTAL fare tickets of all fares if requested (eff. 16April2021)
    •  within 24 hours and for tickets issued up to 7 days before the travel, this administrative fee is exempted;
    •  w ithin 24 hours and for tickets issued within 7 days before the travel, the correspondent fee will be charged.
    • refund reason: grace period
  • Only one fee is applied to a ticket and it's associated EMDs.
  • The 24-hour refund rule only applies to tickets where the passenger has not been No-show!



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