TAP Offered You a Voucher? Here's How to Reject It and Claim Cash Instead

You had a flight delay or cancellation with TAP Air Portugal. You submitted a compensation claim. TAP responded — not with a bank transfer, but with a travel voucher or a credit to use on future TAP flights.

Here's what you need to know: you are not legally required to accept it. EC 261/2004 compensation is paid in cash (or equivalent immediate electronic transfer). TAP cannot unilaterally substitute a voucher for your statutory rights — unless you explicitly agreed to that substitution.

This guide explains your rights, how to formally reject the voucher, and exactly what to say — with template letters you can use today in both English and Portuguese.

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TAP's Voucher Tactic: What's Going On

TAP Air Portugal has a documented pattern of offering travel vouchers or credits as a first response to EC 261 compensation claims. This happens in two main scenarios:

1. After a cancellation or delay (compensation claims)

When passengers file EC 261 compensation claims — for delays of 3+ hours, cancellations, or denied boarding — TAP sometimes responds by offering a travel voucher rather than the cash compensation the regulation requires. The voucher is typically valid for 12–18 months on future TAP flights.

2. After cancellations requiring full ticket refunds

Under EC 261, if your flight is cancelled and you choose not to travel, you're entitled to a full refund of your ticket price in cash. TAP has been known to offer vouchers here too, though this practice attracted significant regulatory attention, particularly during and after the COVID-19 pandemic.

The motivation is obvious: a voucher costs TAP far less in the short term than a cash payout. You might not use the full value. You might forget to use it. You're locked into flying with TAP again. From TAP's perspective, it's a significantly better outcome than writing a cheque.

From your perspective, it almost certainly isn't.

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Your Legal Right to Refuse

On Compensation Claims (Delays, Cancellations, Denied Boarding)

EC 261/2004 specifies that compensation under Article 7 shall be paid "in cash, by electronic bank transfer, bank orders or bank cheques or, with the signed agreement of the passenger, in travel vouchers."

That final clause is critical: "with the signed agreement of the passenger."

TAP cannot substitute a voucher for your cash compensation without your explicit, signed consent. Receiving a voucher by email and not responding does not constitute consent. Receiving a voucher and failing to use it does not constitute consent. The regulation requires a positive, signed agreement.

If TAP simply sends you a voucher without asking you to sign anything waiving your cash rights, you have not consented to anything. Your EC 261 cash claim remains valid and outstanding.

One Important Caution

There is one exception: if TAP's communications included a document that you signed (digitally or physically) that explicitly states you are waiving your right to cash compensation in favour of the voucher, and you signed that document, the situation becomes more complex. Even then, such a waiver may be challengeable — EU consumer protection law places limits on waiver clauses that disadvantage passengers — but it complicates your claim.

If you have not signed anything explicitly waiving your cash rights, your claim is intact. Do not let TAP tell you otherwise.

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Step-by-Step: How to Formally Reject the TAP Voucher

Step 1: Do Not Use the Voucher

If you use even part of the TAP voucher, it could be interpreted as partial acceptance. Do not book any flights using the voucher until this is resolved.

Step 2: Note the Dates

The clock matters. In Portugal, the statute of limitations for EC 261 claims is 3 years from the date of the flight. Don't let time slip by while you're deciding what to do.

Step 3: Send a Formal Rejection Letter

Send a written rejection letter to TAP via both email and registered post (correio registado). Using both ensures there's a paper trail and proof of delivery.

TAP contact details for compensation claims:

• Email: [email protected] (or use their online complaints form at tap.pt → Help → Customer Service)
• Postal address: TAP Air Portugal, Departamento de Relações com Clientes, Aeroporto de Lisboa, 1704-801 Lisboa, Portugal

Use the template letters below.

Step 4: Wait for TAP's Response (Up to 6 Weeks)

After sending your rejection letter, give TAP up to 6 weeks to respond. Many airlines — including TAP — will escalate your case internally when they receive a formal legal demand citing the correct regulation.

Step 5: File with ANAC If TAP Doesn't Pay

If TAP ignores your letter or maintains their position that the voucher is sufficient, file a complaint with ANAC — Autoridade Nacional da Aviação Civil, Portugal's national enforcement body for EC 261.

ANAC complaints can be filed at: livroreclamacoes.pt (Portugal's official complaints portal) or directly via ANAC's website at anac.pt.

Filing with ANAC is free and puts official regulatory pressure on TAP.

Step 6: Use a Claim Service or Escalate Legally

If ANAC doesn't produce a result within a reasonable time, you can take the matter to Portuguese consumer courts or use a flight compensation service with legal backing to pursue the claim on your behalf.

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Template Rejection Letter — English

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[Your Name] [Your Address] [Your Email] [Date]

TAP Air Portugal Departamento de Relações com Clientes Aeroporto de Lisboa 1704-801 Lisboa, Portugal

RE: Formal Rejection of Travel Voucher — Demand for EC 261/2004 Cash Compensation Booking Reference: [Your Booking Ref] Flight Number: [e.g., TP123] Date of Flight: [DD/MM/YYYY] Route: [e.g., Lisbon (LIS) → London (LHR)]

Dear TAP Customer Relations,

I am writing in response to your recent communication in which you offered a travel voucher in connection with the above-referenced flight.

I formally and unconditionally reject the travel voucher offer. I have not signed any agreement waiving my right to cash compensation under EC 261/2004, and accordingly the offer of a travel voucher does not satisfy my statutory rights.

Under Regulation (EC) No 261/2004, Article 7, I am entitled to compensation of €[250/400/600] in cash, payable by bank transfer. The regulation states that compensation may only be paid in vouchers "with the signed agreement of the passenger" — which I have not provided.

Please arrange payment of €[amount] by bank transfer to my account within 14 days of the date of this letter. My bank details are as follows:

• Account holder: [Your Name]
• IBAN: [Your IBAN]
• Bank: [Your Bank]

If I do not receive payment within this period, I will:

1. File a formal complaint with ANAC (Autoridade Nacional da Aviação Civil)
2. Consider legal proceedings in the competent Portuguese court

I trust this will not be necessary.

Yours faithfully, [Your Full Name]

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Template Rejection Letter — Portuguese

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[Seu Nome] [Sua Morada] [Seu Email] [Data]

TAP Air Portugal Departamento de Relações com Clientes Aeroporto de Lisboa 1704-801 Lisboa, Portugal

Assunto: Rejeição Formal de Voucher de Viagem — Exigência de Compensação Pecuniária ao Abrigo do Regulamento CE 261/2004 Referência de Reserva: [Referência] Número de Voo: [Ex.: TP123] Data do Voo: [DD/MM/AAAA] Rota: [Ex.: Lisboa (LIS) → Londres (LHR)]

Exmos. Srs.,

Venho, por meio desta missiva, manifestar a minha rejeição formal e expressa à oferta de voucher de viagem que me foi apresentada no âmbito do pedido de compensação relativo ao voo acima identificado.

Declaro que nunca assinei qualquer acordo através do qual tivesse renunciado ao meu direito à compensação pecuniária ao abrigo do Regulamento (CE) n.º 261/2004. A oferta de um voucher de viagem não cumpre, portanto, as minhas garantias legais.

Nos termos do artigo 7.º do referido Regulamento, tenho direito a uma compensação de €[250/400/600] em numerário, paga por transferência bancária. O Regulamento prevê que a compensação só pode ser paga em vouchers mediante "o acordo assinado pelo passageiro" — o qual não foi obtido no presente caso.

Solicito que seja efetuado o pagamento de €[montante] por transferência bancária para os seguintes dados bancários, no prazo máximo de 14 dias a contar da data desta carta:

• Titular: [Seu Nome]
• IBAN: [Seu IBAN]
• Banco: [Seu Banco]

Na ausência de resposta satisfatória neste prazo, procederei a:

1. Apresentação de reclamação junto da ANAC (Autoridade Nacional da Aviação Civil)
2. Recurso às instâncias judiciais competentes

Na expetativa de uma resolução célere e favorável,

Atenciosamente, [Seu Nome Completo]

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What If TAP Still Refuses After Rejection?

If you send the formal letter and TAP either ignores it or reiterates that the voucher is your only option, you have several escalation paths:

1. ANAC Complaint (Portugal)

File via livroreclamacoes.pt or directly at anac.pt. ANAC is the national body responsible for enforcing EC 261 in Portugal. They have the authority to investigate TAP's handling of your claim and issue enforcement notices. The process is free and typically takes 4–8 weeks for an initial response.

2. Online Dispute Resolution (ODR)

The European Commission's Online Dispute Resolution platform (ec.europa.eu/consumers/odr) provides a pathway to alternative dispute resolution for cross-border consumer complaints within the EU.

3. Portuguese Consumer Courts (Julgados de Paz or Tribunais de Pequena Instância Cível)

For claims up to €15,000, you can file in Portugal's justice of the peace courts (Julgados de Paz) or small claims civil courts. These proceedings are low-cost and don't require a lawyer for smaller amounts. Filing itself costs a nominal registration fee.

4. Use a Claim Service with Legal Backing

If you don't want to manage the escalation yourself, a flight compensation service will handle all of this — the formal correspondence, the ANAC filing, and if necessary, legal proceedings. FlightOwed handles TAP claims end-to-end, including cases where TAP has offered a voucher instead of cash.

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Key Points to Remember

• EC 261/2004 cash compensation cannot be replaced by a voucher without your signed agreement
• Not using a voucher, or not responding to it, does not constitute consent
• You have 3 years from the date of your flight to pursue this under Portuguese law
• ANAC is free to use and is a strong lever against TAP
• Template letters above are ready to use — adapt and send today

For more on TAP claims, see our TAP Air Portugal compensation guide. To check if your specific flight qualifies for EC 261 cash compensation, use our free eligibility checker. For broader reading on vouchers vs cash across all airlines, see Airline Voucher vs Cash: What You're Actually Owed. Also: how long TAP and other airlines take to pay · TAP's record as Europe's most delayed airline · extraordinary circumstances — when TAP can legitimately refuse · Your complete EC261 rights guide.

→ Part of the Airline Compensation Guides — see all related guides.

Frequently Asked Questions

Is TAP's voucher offer legal under EU law?

TAP offering vouchers is legal — what's not legal is TAP making you sign away your cash compensation rights without clearly informing you of those rights. EC261 gives you the right to cash compensation. A voucher can only replace this if you explicitly consent while being informed of your alternative. Any pressure or misleading presentation makes the voucher offer legally challengeable.

What exactly should I say when TAP offers me a voucher?

Say: "I do not accept this voucher. I am asserting my legal right to cash compensation under EC Regulation 261/2004. Please provide the statutory cash amount of €[250/400/600 depending on your route] per person." Put this in writing (email). Keep the record. This creates a formal paper trail that is valuable if you need to escalate.

What if I already accepted TAP's voucher — is it too late?

Not necessarily. If you were not clearly informed of your cash rights, or if the voucher acceptance was presented under duress or confusion, the waiver may be challengeable. Contact a compensation specialist to assess your specific situation — FlightOwed can review your case.

Does refusing TAP's voucher affect my rebooking or future flights?

No — EC261 rights are statutory and independent of your commercial relationship with TAP. Refusing a voucher does not affect your right to rebooking, TAP miles, or any existing reservations. Airlines cannot penalise passengers for asserting legal rights.

How long after refusing a TAP voucher do I have to file a cash compensation claim?

You have the full statutory limitation period from the date of the disruption — 3 years under Portuguese law. However, act promptly: document everything now, while memories are fresh and TAP has your booking records readily accessible.

Can FlightOwed help me get cash if TAP already sent me a voucher?

Yes — FlightOwed assesses whether your voucher acceptance is legally binding. In many cases, particularly where TAP's voucher communication didn't clearly explain cash alternatives, we can still pursue the cash amount. Even if the voucher is partially valid, you may be entitled to a cash top-up.

Are other airlines doing the same thing as TAP with voucher pressure?

Yes — voucher pressure tactics are widespread across the European airline industry, particularly during periods of high disruption volume (post-COVID, peak summer). Ryanair, easyJet, and many flag carriers have used similar tactics. The EC261 cash right applies to all disrupted flights from any EU airport, regardless of which airline operated the flight.