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Passenger Rights

The single market for air transport in the Community has greatly benefited passengers: they now enjoy lower fares and a wider choice of carriers and services than in the past. Liberalisation, however, is not enough. Other measures are needed to protect passengers' interests and ensure that they fully profit from the single market.

Denied boarding
You may be entitled to compensation depending on flight distance and the delays incurred when rerouted.

Long delays
You may request a refund of your ticket if the delay exceeds fi ve hours, but only if you decide not to travel.

Financial compensation is due unless you were informed 14 days before the fl ight, or you were rerouted close to your original times, or the airline
can prove that the cancellation was caused by extraordinary circumstances.

Assistance by airlines
Depending on the circumstances, if you are denied boarding or your flight is cancelled or delayed, you may be entitled to receive assistance (catering,
communications, and an overnight stay if necessary).
In the event of denied boarding or cancellation, you may be offered the option of continuing your trip or a refund of your ticket.

Reduced mobility
Disabled persons and passengers with reduced mobility are protected from discrimination and, from 26 July 2008, can rely on appropriate assistance
(under certain conditions) to help them through all EU airports.

Identity of the airline
You must be informed, in advance, of which airline is operating your fl ight. Airlines found to be unsafe are banned or restricted within the European Union.
They are listed at:

Airlines can be held liable for damages resulting from delays, for damage to and loss of baggage and for injury or death in accidents. However, airlines shall not be
liable if they have taken all reasonable measures to avoid the damages or it was impossible to take such measures.

Package holidays
Package tour operators must give accurate information on the holiday booked, comply with contractual obligations and protect passengers in
case of the organiserís insolvency.
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Lisbon Airport Contact

Alameda das Comunidades Portuguesas, 1700-111 Lisbon, Portugal

Tel:  +351 0218 413500 

Airlines AT Lisbon

TAP Airlines
Tel: + 351 21 841 50 00    
Lisbon Airport / Passengers / Passengers Rights