TAP Portugal

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1510 reviews
4/10
3 star Skytrax Rating
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1/10

"WORST airline in existence"

(United States)

Not Verified | I was SUPPOSED to go Marrakech December 1-8, but am I there? No, I am not because TAP is the WORST airline in existence. Do not be seduced by their low airfares; they are low because they are terrible and will thieve from you. Trustpilot rating 1.2, an "F" rating on Better Business Bureau and oh...a November 2022 consent decree and fine (not a large enough one!) by the US Department of Transportation for "deceptive" business practices and continually refusing to refund or massively delaying refunds when they were due. NONE OF THIS BEHAVIOR HAS CHANGED SINCE THEN. Google it - you can see exactly what I'm talking about. There are recent reviews after recent reviews on multiple websites about this. I purchased tickets back in April for two different trips: Marrakech via Lisbon 12/1/23-12/8/23 and Rome via Lisbon 1/10/24-1/17/24. In October, I got a scheduling change notification for Marrakech. My outbound transatlantic flight was moved up 2 hours (inconvenient but doable) my homebound transatlantic flight was moved up 4h55m and now leaves BEFORE my connecting/originating flight from Marrakech even lands in Lisbon! Contrary to what their (buggy) website says, there was NO link in my email notification allowing me to make an edit to reservation. I had to call in. The background noise in the service center is terrible; oftentimes you have to YELL to be heard. Some of their agents have less grasp of the English language than they should given that they need to service English language speakers. No one you talk with has any ability to assist you - they keep directing you to their poor website. I was told by the agent that they could try to rebook me given the major schedule change - one that AGAIN is now impossible to actually do. Except they couldn't; and I got zero communication from them that they couldn't. I called back, and was told there were no other direct flights from Lisbon to Chicago same day. They also refused to just let me stay the night in Lisbon and try the next direct the following day- saying I was "booked as a connection". What they wanted me to do was stay an extra day in Marrakech, fly to Lisbon, STAY OVERNIGHT, then leave the next day. So two whole extra days! And what about the whole "you were booked as a connection"?! I declined because that's ridiculous. Per US DOT regulations, that entitles me to a FULL refund because of their craziness. The wanted to charge me $45 to do the refund over the phone instead of on their website. Their website that doesn't have an option to describe my scenario. It wasn't an outright cancelation, but it was also not anything voluntary on my part. I was directed to choose my flight was canceled. I did so, and then they only refunded me the taxes saying "I canceled before they did" and "the change was under 5 hours". WTF?! It does not matter if the change was UnDeR fIvE hOuRs because the flight out of Lisbon leaves before my flight from Marrakech even gets there! The journey is literally, physically impossible to complete! I have called and spent HOURS on the phone with increasingly stupider people. I have filed multiple complaints including with the US DOT. I requested a charge back with my credit card company. After the mountain of evidence I supplied my credit card company, they reversed the remaining charge. Do you know how hard it is to convince your credit card company that a charge should legitimately be reversed?
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Marrakech via Lisbon
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"had to check my carry-on,%"

(United States)

Trip Verified |   On my flight back from Lisbon to Miami, TAP Portugal personnel made me check my carry-on luggage at the gate despite my carry-on's weight was 10.0 Kg. They said because my back pack had 4Kg. I had to check my carry-on, for Euros 125.00, where is the logic on this. If I had 2 extra Kgs, charge me for 2kg. I have flown 8 times with TAP in the last 13 month but If this is the way TAP conducts business, I will never fly TAP again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLisbon to Miami
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"TAP Portugal is the worst airline"

(United States)

Trip Verified | TAP Portugal is the worst airline with horrendous customer service. We booked a flight directly on Tap's website. We received the confirmation. We then called to add an in-cabin pet and were informed that our ticket was actually not approved. WHAT? We paid, and had a confirmation, please explain. I was informed that their site provided the wrong price because price fluctuates as passengers book tickets. So, although you think you're looking at pricing and flights available, it's incorrect so they don't actually finalize your ticket. However, you would never know. You don't get an email. There is no alert. Look at reviews and you see evidence of this...people needing to pay more when they get to the gate. Luckily I found out because I happened to call about needing to add something. The agent informs me that they only way to confirm my return flight is to pay an additional $900!!! Or they can 'refund' me (it was a non-refundable ticket) just the return flight. They will not refund me the entire ticket even though this is a TAP Portugal glitch. My daughter booked her return flight to mimic our flight and her ticket is also invalid. She has to pay additional money as well. They say there is no other remedy. This is the WORST customer service ever. How is it a customers fault that their website has incorrect pricing? How is it possible that they lock you into a flight because you think it's what is listed, only to find out half of the ticket it incorrect. There is no remedy but to pay $900 extra.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Porto via Lisbon
Date FlownNovember 2023
Ground Service 12345
Value For Money 12345
no
2/10

"performing like a low cost carrier"

(Austria)

Trip Verified | Pricing of a full service Airline, performing like a low cost carrier. Seats were extremely close together and the backrests cannot be adjusted - they bought new airplanes with the worst possible interior. On a 3,5 hours flight was not even water offered besides the sales offerings. The staff preferred to play with their mobiles than taking care of the passengers
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteVienna to Lisbon
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“Professional, helpful cabin crew”

(Portugal)

Trip Verified | Very comfortable, silent and with appropriate dimmed lightning for passengers to be able to sleep. Professional, helpful cabin crew. Usually on time but at 4:25 am there really is no traffic.
AircraftA321N
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFunchal to Lisbon
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"left very late and was nearly empty"

(Portugal)

Trip Verified | Old plane did not make the mistake to pay upgrade to business class because it was not worth it. Plane left very late and was nearly empty, so in all had a very good flight experience due to be almost alone in the flight. The staff was amazing, and the flight attendant that was with us was fantastic. Hope no more flights in this very old plane with next to none entertainment.
AircraftA330-200
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCancun to Lisbon
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"a worn out plane"

(Portugal)

Trip Verified | Very good experience in Business class only due to the staff, the plane is old the IFE is dated and very old movies, it is a worn out plane, left late and did not manage in flight to make up for the time. In all paid for the full experience and did not get it all. Will see again if plane is new or old to book the class to fly
AircraftA330-200
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLisbon to Cancun
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Not recommended at all"

(United States)

Not Verified | Lisbon airport is a mess but the TAP service is even more terrible. Our one carry on for two passengers was move to hold, which of course cost us another extra hour at arrivals. On the incoming flight to Lisbon we flew business class but not some of the drinks ordered was never delivered. That ticket cost us 4 times the regular price but experience was as in economy. Not recommended at all.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLisbon to Miami
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"one of the worst airline experiences"

(Brazil)

Trip Verified | This is one of the worst airline experiences I’ve recently had. -Business class feels old, very worn cabin , seats not spacious, feels overcrowded. Lounge in Lisbon is in top 3 worst I’ve been too. Lisbon airport is absolute madness. The one good thing was that the staff was very polite and the food was pretty good.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteParis to Rio de Janeiro via Lisbon
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"$108 each way for an overweight carry on"

(United States)

Trip Verified | Worse airline ever. Charged me $108 each way for an overweight carry on. That’s a ripoff, never again with this airline How can I travel international with a carry on and be charged.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLisbon to New York
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no