As part of our ongoing effort to improve our service to our customers, we implemented a Customer Relationship Management program to better assist you.
All Agency Help Desk assistance will be handled through email only. Telephone assistance will no longer available so we ask that you submit all requests to tapusa@tap.pt.
In order to provide quick and efficient responses, we are providing a list of Keywords which must be included in the Subject Line of your emails. These keywords will help us to quickly identify the problem/question in order to expedite the reply. The keywords may be placed in any part of the Subject line.
Keywords:
TKT For assistance with Ticketing
TKT-24H For assistance with Issuances or Reissuance within 24-hours of Departure
TKT-AD For assistance with AD/PEP fare tickets
PNR For assistance with Booking
CKIN For assistance with Check-in
BAG For assistance with Baggage
SEAT For assistance with Seats
GOLD For assistance for Frequent Flyer Gold Passenger
SSR For assistance with Requests of Special Services
MEDICAL For assistance with Medical Cases
WAIVE For name corrections, special refund situations, other requests for exceptions
IRREG For assistance with Schedule Changes
IRREG-24H For assistance with 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 For assistance with all other subjects not here defined
When submitting an email to the Agency Help Desk tapusa@tap.pt, you will receive an automatic response acknowledging receipt of your email and providing you with a Case Number. All correspondence related to a specific Case Number must continue on the same email thread. If you generate a new email about the same subject/problem it will be identified as a new case and will delay the process.
Important
When a case is closed it will not be possible to re-open it. If necessary to go back to the same subject, a new email must be sent and it will be identified as a new case. You must refer to the original case number, so we may identify the previous responses. Never forward an email regarding a case already closed.