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Medical cases
Updated on 17 Aug 2021
COVID-19 INFORMATION
  • We would like to inform you that a change of travel date will be permitted without a change fee (DU) if the passenger is infected with COVID-19 on the travel date. In this case, you must contact our Help Desk by sending a medical document proving the illness of the passenger.
  • Use of mask: MEDIF required in case a passenger states that cannot travel with the mask on all the time.

As a general rule, a medical case exists when a passenger has a medical condition in which they are dependent on others and/or personalized assistance. For air travel, this condition must be communicated to TAP

 CASES THAT REQUIRE MEDICAL AUTHORIZATION FOR BOARDING
  • Pregnancy with complications or after 36 weeks or 32 weeks when the pregnancy is multiple; 
  • Baby under the age of 7 days. 
  • Passenger looks like sick, feverish, with persistent cough or vomiting;
  • Presentation of shortness of breath when walking or climbing stairs;
  • Presentation of spots on the skin that may be compatible with the contagious disease;
  • Mental confusion, strange or inappropriate behaviour, particularly suggestive of alcohol or drugs intoxication;
  • Presentation of any  disease not controlled or likely to be aggravated by travelling;
  • Presentation of physical or behavioural conditions that may be dangerous or create discomfort to the other passengers, particularly in terms of flight safety, operation punctuality and liable to enhance flight diversion.
     

Or in any of the following situations:

  • Immobilization plasters or splints.
  • Chronic heart disease (angina pectoris, heart failure).
  • Chronic respiratory disease (bronchitis, emphysema).
  • Recent acute myocardial infarction.
  • Recent stroke.
  • Untreated active or contagious infectious disease.
  • Uncontrolled psychiatric illness.
  • Diabetes or epilepsy, with recent complications and/or when there are other pathologies with which flying may interfere;
  • Shortness of breath when walking and climbing stairs.
  • Skin spots that may be related to a contagious disease.
  • Recent hospital admission.
  • Recent surgery, in particular thoracic, abdominal, cranial or ocular.
  • Need to be transported on a stretcher.
  • Need for medical, nursing or paramedical care.
  • Need for extra oxygen or other medical equipment on board.
  •  

Requirements:

In order to request special assistance, a MEDIF (Medical Information for Fitness to Travel) must be completed by the attending physician, signed and stamped (sticker or stamp), where the diagnosis will be described. It will then be analyzed by the company's medical services, which will confirm if the passenger is fit to travel and under what conditions.

It is very important that the documents are sent to TAP in due time:

By e-mail to *: medical.cases@tap.pt
or alternatively,
by fax to (+351) 21 841 5880.

* This email address is only for MEDIF related matters only; any other issues will be disregarded.

Reservations for this service have to be made latest up to 48 hours before travel, otherwise, TAP cannot guarantee the transportation.

FRACTURES
The cabin environment of commercial aircraft corresponds to a lower atmospheric pressure than at the surface, which does not significantly affect the generality of passengers.

 In the case of passengers with certain health conditions, there may be a relevant impact. Thus, for a passenger who has recently suffered an orthopaedic injury from a lower limb (e.g. fracture) requiring a plaster immobilization, a medical authorization for boarding must be requested prior to the airline, by presenting a MEDIF form filled by the attending physician. Otherwise, fractures are not considered medical cases.

To prevent circulatory problems and discomfort, the plaster should be opened if travel is within 48 hours of its placement; passengers may still need a wheelchair to travel to the aeroplane and more legroom during the flight, so it is advisable to book and pay for an extra -EXST for comfort.

TAP does not provide leg rests – LEGR/LEGL/LEGB.

A319, A320 and A321 Aircrafts

Passengers with immobilized leg below the knee

  • Flights up to 3 hours long - Book one extra seat: the immobilized leg is placed under the extra seat beside the passenger.
  • Flights of over 3 hours long - Book two extra seats: the passenger takes the seat next to the window and places his/her leg over the other seats. If the left-hand limb is injured, the passenger is placed on the right-hand side of the aircraft. If the right-hand limb is injured, the passenger is placed on the left-hand side of the aircraft.
     

Passengers with leg fully immobilized, including knee

  • Flight of any duration - Book two extra seats: the passenger leans against the window and places the immobilized leg on the other two seats. If the right-hand limb is injured, the passenger is placed on the left-hand side of the aircraft, and vice-versa.

A330 and A340 Aircrafts

Passengers with immobilized leg below the knee

  • Flights up to 3 hours long - Book one extra seat in a side row of two seats: the immobilized leg is placed under the extra seat beside the passenger.
  • Flight over 3 hours long - Book a seat in business class, therefore an extra seat is not necessary.
     

Passengers with leg fully immobilized, including knee

  • Flights of any duration - Book a seat in business class, therefore an extra seat is not necessary.
STRECHERS - STCR - 
Stretchers on Board of TAP's aircraft are always subject to approval and depend on aircraft type and configuration.
  • It will be done in Economy Class.
  •  If the configuration allows, the stretcher installation will be done in the Economy class cabin.

OnTAP's recently retrofitted planes, the number of stretchers allowed is limited, so all medical cases involving STCR have to be coordinated well in advance.

  • Stretchers must be requested for the latest 72 hours in advance. Nevertheless, sometimes it is possible to confirm closer to the flight date.
  • Waiting list not allowed.
  • Every time a passenger travels as a medical case with a stretcher, it is mandatory that he/she is accompanied by a doctor or paramedic.
  • STCR can only be confirmed by TAP doctors and only after MEDIF analyses.
  • The confirmation of the stretcher will be reflected on the PNR as SSR STCR. It will be inserted by our Help Desk upon confirmation by the medical team.
  • For code-share flights always check the operating carrier agrees that the service is booked under the marketing flight number. Generally, the service must be booked directly with the operating carrier.

Information on the PNR:

  • Details regarding the ambulance at departure and arrival (corporations/hospital at origin and destination).  A telephone number must be added on the PNR as OSI CTC.
  • Passenger's contact or accompanying person's contact at the point of departure.
  • Any additional equipment required by TAP to be provided at passenger’s responsibility.

Service fees

Service fees apply according to the type of aircraft:

  • Narrow Body (A319/A320/A321) - 6 x Full Normal Adult "Y" Class OW Fare
  • Wide Body (A330/A340) - 5 x Full Normal Adult "Y" Class OW Fare
     
  • Y_PLU or Y_PUI (except to/from Cape Verde, Guine Bissau, Sao Tome, Mozambique and Angola);
  • B_PUI to/from Cape Verde, Guine Bissau, Sao Tome, Mozambique and Angola;

The amount must be collected and added to the passenger's ticket  as “Q surcharge” on the fare calculation;

  • No Airport Taxes are to be collected (except for passenger's own).
  • No Cancelation or No-show Fees will be charged;
  • At some airports, it may be necessary to use a jumbo lift but no extra charges will be due by the passenger;
  • For passenger and his accompanying person, any available applicable economy class fare can be used (avoid using Discount Brand due to its non-changeable condition).
AMBULANCES - AMBU -
Whenever there is a need for an ambulance to effect transportation to the aircraft or transfer of a passenger from one aircraft to another, this service will have to be arranged by the agency/passenger and it will be necessary to insert as much information as possible in the PNR, considering: 
  • hospital or health centre of destination and contact
  • the body responsible for ambulance and contacts, for example
    • fire brigade or private company
  • insert an AMBU SSR, for example
    • SSR AMBU- RED CROSS TEL +351 222 333 444
  • indicate the person or entity responsible for requesting the ambulance, payment and contact details, which must include the full address and telephone number
  • ensure the reconfirmation of ambulance transport.

NOTE - LIS Airport: Since 01 March 2021 TAP no longer provides ambulance service for passenger transfer from one flight to another. This service will have to be arranged by the agency/passenger, and the agency must provide the detailed and accurate information in the PNR, as described above. 

EXCEPTION - LHR Airport: Whenever there is a medical case involving Heathrow Airport (LHR) in London and the airport ambulance is requested, the STCR booking will be confirmed only after TAP has received confirmation of payment of the EMD. This rule will apply for departures or arrivals at LHR airport.
The following fee applies: Ambulance Service: 450 GBP (new value since June 2021). Payment will be made by EMD-A AMBU 

 

OXYGEN - AOXY - 
  • There is always oxygen on board for emergencies. 
  • The final confirmation to the passengers cannot be given without a positive response from TAP's medical team after analysis of the MEDIF.
  • TAP's medical services will indicate which flow and type of bottle is suitable and should be accompanied; passengers may be allowed to travel unaccompanied if they are able to administer oxygen themselves;
  • Oxygen is supplied with a one-size-fits-all mask; there are no masks for children;
  • Transportation of own oxygen units by the passenger is not authorized (except for POC and CPAP equipment, not considered as medical cases);
  • Tents of oxygen are not accepted on board;
  • The crew is not authorized to supply oxygen to passengers.

TAP has two types of tank:

  • Large: 3 litres/min / 7 litres/min;
  • Small: 2 litres/min / 4 litres/min.

Flat rates per one way:

  • Intercontinental flights Continuous/non-continuous flow - EUR 300
  • Domestic flights: Continuous flow - EUR 150, non-continuous EUR 80                             
  • European flights Continuous/non-continuous flow - EUR 170   

Flat Rate to be collected on EMD-A AOXY.

Transportation of passenger’s wheelchairs and personal portable oxygen equipment is not considered a medical case. 
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