Need Help?
Self Recovery Tool
Updated on 14 Aug 2020

TAP has just launched the Self Recovery tool that allows customers to autonomously manage their reservations when impacted by an irregularity on flights operated by TAP.

It is a self-service feature that works within 72 hours of the flight (in the operational window) and is activated when protections and the respective re-routing of passengers are made due to:

  • Cancellations
  • Delays involving loss of connection
  • Delays with associated protection

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 ticket value)
  • 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 or unaccompanied minors
  • 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
Couldn't find what you were looking for?
Try other support topics
Couldn't find an answer to your question?Send your question / request to TAP's helpdesk