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Updated on 14 Feb 2024

 

NOTE

To ensure the correct delivery of your emails to TAP, we ask for your co-operation in ensuring that your IT team has properly configured the Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM) and Domain-based Message Authentication, Reporting and Conformance (DMARC) settings. Thank you for your co-operation.

 

If you have browsed this site and did not find the answer to your question, please send us an e-mail. Whenever you do it, you will receive an automatic reply with the ID (reference) of the case created.

 

From now on, the domain in the Helpdesk email address will be changed.

Update your Agencies Helpdesk contacts so that new email messages are sent to

[email protected]

 

To correctly prioritise your questions, TAP has set up a series of KEYWORDS to be used in the subject line of each e-mail addressed to the Agency's Help Desk.

Consult them here and make the correct use when opening your case. You can add a short free text for better identification of the Subject:

KEYWORDS:
KEYWORD

For assistance with:

TKT

Ticketing

TKT-24H

Issuances or Reissuance within 24 hours of departure

TKT-AD

AD/PEP fare tickets

PNR

Booking

CKIN

Check-in

BAG

Baggage

SEAT

Seats

GOLD

Frequent Flyer Gold Passenger

SSR

Requests of Special Services

MEDICAL

Medical Cases

WAIVE

name corrections, special refund situations, other requests for exceptions

IRREG

Schedule Changes

IRREG-24H

Schedule Changes within 24 hours of departure

CALLME 

If you need to be contacted by the Agency Help Desk

F2F

If the client is in front of you and you need an urgent reply

GENERAL

all other subjects not here defined

 

To ensure the best communication with the Helpdesk please follow some good practices:

GOOD PRACTICES WHEN MANAGING YOUR HELPDESK REQUESTS: 
  • Do not send a new email on the same subject. Repeated sending of emails on the same subject in order to get a faster response has, in fact, the opposite effect as it delays the screening done by the email management system taking more time to be answered by our dedicated team.
  • Do not forward your first email.
  • Never copy another Help Desk email address into CC. 
  • If you wish to contact the Help Desk again regarding the same case, ALWAYS reply on the last automated reply or the last reply from the Help Desk.
  • Do not respond to a case that is already closed. Once a case is closed, it cannot be reopened. If it is necessary to return to the same issue, a new email must be sent with the case reference.

 

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