TAP Air Portugal Reviews 363

Bought a flight months ago with them. 2 days ago they sent an email changing my flight. I've tried to cancel the flight as the new schedule isn't suitable for me. I tried to change several times via the email like, website, app and all of them is loading as error.
I've sent and email, facebook and Instagram message and no one gets back to me, also this is my 6th attempt calling them ( spending 45+ min on the line and then when I get hold to someone they cut the line) absolutely disgraceful!
No idea where who should I contact regarding my future flights.

We had two tickets returning to Dublin, Air Portugal changed the returning time and date. 72 hours prior to departure date I started calling 211234400 and never someone to talk to. I went to Lisbon Airport myself to solve the issue and got there found a big line up of angry people waited almost 2 hours before speaking to the rude ticketing agent, she telling to go home fix the problem online while she is there in front of me. I advised her I can see the booking online but couldn't change or cancel the tickets. She handed me a tap business card and asked me to go to the website and chat with TAP agent, they will help me obviously she couldn't help me. I got home and check the booking it changed to flown, I tried to call again 211234400 still not getting anyone next day I tried to go online again with the same booking got a message 'there is no route with the booking' I tried to request a refund I still get the same message 'there is no route with the booking' This is how we lost our returning tickets with Air Portugal. I WILL NOT SUGGEST ANYONE TO FLY WITH TAP in my family, friends, colleagues or anyone I know it is not the company to deal with.

Worst experience ever!! AVOID!
So long waiting time on the phome when help is needed and you are sent from one employee to the next and so on. I will never ever book with them again!!!!

I think they are making things difficult just to make people give up..

Though they have polite employees.

They canceled my flight without sending me an email or text. If I wouldn't check the flight status by coincidence I would have gone to the airport without knowing that day. Now they don't answer and don't want to give me the money back. Total scammed.

I am trying to rebook a flight. Nobody answers emails, phone calls, tweets, messenger of Skype calls. Service is none existent.

I finally managed to get a credit card S75/chargeback refund as a result of TAP breaching the contract of sale. You must have the booking confirmation email. Feel free to cut and paste.

1) On xxxxxx I booked two return Business Class flights from Manchester to Faro using the TAP UK website at a total cost of £xxx This was paid using my xxxxxxx
2) Given the uncertainty surrounding travel at the time I allowed for the possibility of having to cancel the flight. I was aware of the 24hr cancellation period.
3) The flights were from Friday the xxxx and returning on Saturday xxxxx
4) I received the ‘Booking Confirmation’ email that day.
5) The booking confirmation stated under the attached Conditions that ‘Cancellations allowed with a penalty : 70.00EUR’. ( Paragraph 2 under ‘Conditions’ ). This was stated under the Man – FAO leg and restated under the FAO – MAN leg.
6) Under the ‘Price Breakdown’ of the Booking Confirmation the flights were costed at £xxxx and ‘Taxes’ at £xxxx
7) Reading these conditions and applying ordinary meaning I calculated that on the worst case scenario of the conditions a cancellation would cost me 4 x 70EUR with the balance from £xxxxxx being refundable.
8) There is nothing whatsoever on the Booking Confirmation that even suggests that the booking was wholly non-refundable.
9) Given those conditions I allowed the booking to stand and did not use the 24hr refund facility.
10) There was a further link on the email to ‘View full detail of change and refund conditions’. This link led to a page printed in Portuguese that seemed to be a ‘Manage my booking’ page. There was no indication that the booking was wholly non-refundable.
11) A subordinate clause cannot in any case override the very clear statement made on the Booking Confirmation that cancellation was allowed subject to a charge of 70EUR.
12) In addition, the price breakdown very clearly states that the Fare component was £xxxx and Taxes were £xxxxxx Given that these taxes would never be paid by TAP if the flight was cancelled they must be refunded in any case.
13) When the traffic light status of Portugal changed I cancelled the flight online. The cancellation page was in Portuguese despit following the ‘Manage my booking’ link from the UK site. I never received a cancellation email and assumed a refund would be issued automatically.
14) When I heard nothing from TAP I tried to call them on numerous occasions but all calls were unanswered, even after very lengthy waits or immediately disconnected on answering. ( This is a common theme reading TAP Trustpilot reviews ).
15) I submitted a complaint and this was acknowledged by TAP under reference xxxxxxxxx
16) I also began a chargeback process with ( credit card company ) but the ticket cost was reapplied to my account. On detailing this to an xxxx call handler she looked at the booking conditions and, I assumed at the time, resubmitted it.
17) On Friday xxxxxx I received an email from TAP to the effect that my flight was wholly non-refundable. This decision is very clearly at variance with the refund conditions given on the Booking Confirmation.
18) I continued with the booking beyond the 24hr cancellation period on the sole basis of the cancellation conditions that were within the Booking Confirmation email. TAP have breached their own conditions as supplied to me and are therefore in breach of the purchase contract I made with them.

This is just unbelievable! Their service beyond horrible. I'm waiting more than a year for refund and always the same response : 'high volume of refund requests'. I can't understand eventhough they got support package on April by EU commission but their operations still worst. They don't care about customers making bad reviews everywhere, no answer to phones and mails too. Just unacceptable so i've started legal procedure for this horrible company. Tap Air is the only company that i couldn't get my refund back!

*****************EDIT***********
I got my money back using one of the air claim website! ( not sure sharing links allowed here). Do the same, they just start the legal procedure then Tap Air pays in a minute! No frustration but you have to pay (ofc) to the claim company some percentage.

1 YEAR and still NO REFUND: I AM travel agent
I purchased a ticket on TAP in February 2020 FOR BUSINESS CLASS. I cancelled this ticket 1 year ago (August 2020) and called the customer care center to cancel. Answered quickly and TAP representative told me that it was cancelled and that "refunds" were a "bit" slower to process. She stated that I would receive an email from TAP in one month stating refund and in less than 2 months my Credit card would receive the refund (original payment method).

I have been a travel agent for 20 years and stated I would like the refund sooner. I was reassured that I would have a complete refund in less than 2 months .: GUARANTEED I gave them the benefit of the doubt with covid-19.

Now, 1 FULL YEAR LATER, I have called them MANY MANY times and been on hold for up to 6 hours!! No one answers. They have stolen my money.

STAY AWAY FROM THIS AIRLINE AT ALL COSTS : ABSOLUTELY NO CUSTOMER SERVICE AND THEY ARE NOT REFUNDING ANY PORTION OF A TICKET. I can only ASSUME THAT THEY ARE NEAR FINANCIAL BANKRUPTCY . . .

I WILL CONTINUE TO CALL THEM (WAITING HOURS ON HOLD), HAVE HIRED AN ATTORNEY WITH EXPERTISE IN TRAVEL LAW, CONTINUE TO POST THESE HORRIBLE REVIEWS FOR TAP, I HAVE CONTACTED CNN FOR AN INTERVIEW REGARDING THE SEVERE DIFFICULTIES THIS HAS CAUSED DURING THE COVID PANDEMIC.

1 star because I cannot give 0
How can a company like this still operate? They cancel a flight and DO NOT give the customer a refund. Unbelievable. It is a cancellation made by them, not me

Absolute SCAM AIRLINE
How are they still in business. Paid for
4 X tickets in 2020 & still waiting for refund on 3 X tickets 15 months later.
Went through the charade of submitting all the required info they requested to be told my claim is still under review. Delay tactics & Lies! Lies! Lies!
They hide away from their responsibilities. Should be shut down as they are unfit to trade. Pure scammers

My story is the same as that of many customers: flights got cancelled, TAP is not providing the compensation that is mandated by European law, their customer service is nearly impossible to reach, 6 months of fake excuses and lies. TAP Air Portugal has devolved into a complete scam company. Would give 0 stars if I could.

I have ordered a flight on the 4th of July from Lisbon to Copenhagen, I have placed the order twice, due to the fact that I never received any confirmation on the first order I placed, and therefore thought it never went through.

For my first order, placed on the 10th of June I have never recieved any confirmation or ticket. As I have to take flight, I chose to place a new order on the 14th of June, as I had not been charged yet by TAP airline yet.

For my second order, placed on the 14th of June I right after payment received confirmation on the order and the trip Is visible in the app as well.

As I realized that I had been charged twice for only one confirmed order, I called your colleagues at the customer service on the 16th of June 2021. Once I came through, I spoke with one lady for 5 minutes that agreed on the mistake that had happened, and would transfer the call to her supervisor. But after 1 hour and 40minutes my call was cut off, and afterwards when I tried to call again, the phone was cut off! So during the call of 1:40, I had a conversation for about 5 minutes.

I am truly unhappy with this “costumer service”.

I therefore would not recommend anyone to fly with this company, as I have not yet heard back from them, nor have received a refund of the order that I never was confirmed nor I have a ticket off.

It took almost 15 months to get a refund from the airline for a cancelled flight and unexpected expenses to the trip. Never again.

TAP cancelled my flight in August 2020 & told me I needed to claim a refund. This I did but they sent me a voucher. I contacted them immediately but am still awaiting a response despite countless phone calls & emails. It is almost impossible to get through to their customer service & when I finally got through then they ring off

I AGREE WITH 95% OF ALL COMMENTS AS HAVE SAME BAD EXPERIENCE

ONE OF THE BEST TO CONTACT/LAUNCH CLAIM :

ANAC - AUTORIDADE NACIONAL DA AVIACAO CIVIL
RUA B EDIFICIOS 4 5 6
AEROPORTO HUMBERTO DELGADO
PT 1749-034 LISBOA
anac.pt

the email used is I AGREE WITH 95% OF ALL COMMENTS AS HAVE SAME BAD EXPERIENCE

ONE OF THE BEST TO CONTACT/LAUNCH CLAIM :

ANAC - AUTORIDADE NACIONAL DA AVIACAO CIVIL
RUA B EDIFICIOS 4 5 6
AEROPORTO HUMBERTO DELGADO
PT 1749-034 LISBOA
anac.pt
consumidor@...

Very poor Airliner

Our fIights were cancelled due to Covid, I had to find that out myself, I did not receive any notification.
I have been waiting for a refund for more than 11 months. Customer services just makes false promises. They agreed to refund but they never did. I have contacted them more than 20 times by mail, and a couple of times by phone. They just keep stalling, providing you with standard answers. They are probably not really willing to solve the problem, as if stalling were an internal policy.

I'm not sure there is a proper understanding with senior management to the damage done to client satisfaction/relationship/loyalty. In my case it is worse than the air fare amount.

I have an example with a booking I made with another airliner (KLM), which was cancelled too due to Covid. Here the opposite, this was handled correctly, good proactive communication, no empty promises. This creates loyalty.

Most 1-star reviewers have nailed it. How does TAP warrant any business at all? In my case it is the only European airline which flies to Brazilian cities other the Rio or Sao Paulo. At least it used to until the pandemic hit. That's when the cancellations (sometimes unannounced) started coming causing massive delays, added expense and untold headaches. After the last cancellation, I was offered a voucher. I recently tried to redeem the voucher for a flight from Sao Paulo after another airline cancelled on me. TAP called the voucher "invalid" for who knows what reason. I tried to call the TAP skype service center. Someone answered after a half hour wait. The agent said he was transferring me and that was the last voice I heard. So I ended up buying a ticket on another airline. The voucher is shaping up to be as bogus as the TAP frequent flyer program. I once tried to redeem my miles for a flight and was told that would only be possible if I upgraded to a higher price bracket first at a cost of 200 euros. As I said, how does TAP warrant any clients at all?

This company has a customer care totally unuseful and unreacheable, they never answer a call, I'm trying to contact them in the last days to ask information about refunds due to flight cancellation for Covid but they NEVER answer a call...
what a shame...
what an orrible service.....
Company like this should close in a week.....or less...
They should understand that the customer satisfaction should be at the top of their attention, dissatisfied customers are the worst advice, this is the last time I will buy a ticket from TAP, IMMO one of the 3 worst airline company in the world......

I booked my flight with TAP Air Portugal before the pandemic, then after many cancellations from their side, here we are April 2021 to find out they do not want to re-schedule it again unless they cancel the flight. I cannot enter Portugal, neither the pandemic is my fault, and yet I am penalized because TAP Air Portugal does not want to re-schedule the booking once again. Never again. Absolutely a steal. Maybe because they are cash strapped, they sacked all the customer service and now a regular call takes over 1 hour to get through if they don't maliciously hang up on you.

They sold me tickets that are useless. The transiting country is now level 4 and they won't issue me a full refund, not even a partial one. They will only issue a full refund if they cancel the flights, which they did 4 times. Unless you are willing to lose your money, don't buy airline tickets with them, nor any other airline because they're all the same.