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Self Recovery Tool - news
Updated on 05 Feb 2021

As of today, the Self Recovery tool is also functional within 45 days before the customer's planned journey.

This is a feature developed by TAP that allows the autonomous management of bookings for flights operated by TAP when affected by an irregularity, and that already existed for the 72 hours before the flight (see here the release).

This can be used by the Customer, or by the Agent on behalf of the Customer and, as such, is yet another channel that will speed up the handling of irregularities, while the means available to Travel Agents (GDS and BSP) remain unchanged.
The option to request a voucher will remain available.
The request for a refund in the original form of payment will be maintained in accordance with the rules in force, via BSPlink. 

WHAT SELF-RECOVERY ENCOMPASSES

The first contact on the PNR (there is no distinction as to the origin of the PNR, whether from a travel agency or TAP's direct channel) receives a notification from which, by accessing the Self Recovery tool, the following actions can be carried out:

  • Maintain the alternative flight as offered by TAP
  • Change the alternative flight offered by TAP and book another flight operated by TAP
  • Make a refund request corresponding to the value of the ticket (in voucher).  If the clients opt for a refund, they will be informed to contact their travel agency. 
  • Request proof of the irregularity


The PNRs will show the following SSR types:

SREC: Passenger meets the pre-defined criteria by TAP, which allows the use of the self-service tool.
SRCA: Passenger has agreed with the protection flight given by TAP
SRCM: The passenger has decided to change the protection flight given by TAP, choosing a new flight according to the availability at the time.
SRCC: Passenger has decided, of own free will, to cancel the reservation. This cancellation action will be reflected in all elements of the reservation, that is, it will cancel all active segments and not just the protection segment.

The functionality is not available for the following cases:

  • Group bookings (with more than 9 passengers)
  • Reservations with deported passengers (DEPA/DEPU) or unaccompanied minors (UMNR)
  • Reservations with wheelchairs and other special medical services such as stretchers, etc.
  • Reservations with special seat requests
  • Reservations without contacts
  • Reservations with a flight segment operated by another company

More information about this tool here.

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