March 13, 2023

CONTACT THE AGENCY HELPDESK

Dear Travel Partner,

Effective immediately, the Helpdesk email domain will be changed.

The new email is [email protected], and should be used for all requests for assistance.

Please update your contact information to ensure your messages reach the Agency Helpdesk without delay.

We would like to remind you that you also have access to our Agency portal, https://agents.flytap.com/Partners_UI/HomePage.aspx, which you can consult for Special Alerts, Policies, Procedures, and Frequently Asked Questions related to bookings, ticketing, irregularities, refunds, and other topics.

If you have searched the TAP Agents site and did not find the answer to your question, please send us an email. This will create a case for our Agency Helpdesk to action, and you will receive an automatic reply with the reference number for the case.

To correctly prioritize your questions, TAP has set up a series of KEYWORDS to be used in the subject line of each e-mail addressed to the Agency’s Help Desk:

To ensure the best communication with the Helpdesk please follow some good practices:

GOOD PRACTICES WHEN MANAGING YOUR HELPDESK REQUESTS: 

• Do not send a new email on the same subject. Repeated sending of emails on the same subject causes delays in the the screening process done by the email management system, and our dedicated team takes more time to respond.
• Do not forward your first email.
• Never copy another Help Desk email address into CC. 
• If you wish to contact the Help Desk again regarding the same case, ALWAYS reply to the last automated reply or the last reply from the Help Desk.
• Do not respond to a case that is already closed. Once a case is closed, it cannot be reopened. If it is necessary to address the same issue, a new email must be sent with the case reference.

We would appreciate you sharing this information with your team.

Thank you for your continued partnership and support.