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

"failed to make the refund"

(United Kingdom)

Not Verified | We were due to fly with TAP Portugal but were unable to due to covid. We requested a refund which they agreed to but 6 months on they have failed to make the refund. They are a terrible organisation - avoid at all costs.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Lisbon
Date FlownOctober 2021
Value For Money 12345
no
1/10

"They provide the poorest service one can expect"

(United Kingdom)

Trip Verified | I requested a refund for three tickets more than a year ago and am still waiting for the refund payment to be made (>£1,200). Every attempt to contact TAP customer service is always a complete waste of time. Attendants are very unprepared and never provide a plausible answer/reason for the delay (and I patiently respected all deadlines initially given but then once payment was overdue, they simply stopped bothering to provide a deadline or an explanation). Furthermore, it is useless to make a formal complaint on their website as they simply close it after months "processing" the complaint with no action taken or notification of the outcome sent to the customer. If you want to be treated respectfully and have your complaints and dozens of emails replied with a satisfactory reason/deadline that any decent customer service would do, stay away from TAP Airlines. They provide the poorest service one can expect (or no service at all as my flight never took off!) and have no shame in keeping your money in the end. I'd rather not fly at all if the only option I had available was flying with TAP airlines. Had other flights cancelled for same reason (COVID-19 crisis) by British Airways, Iberia and KLM in the exact same period and all followed the refund process and provided updates if delays were expected eventually making the payments within a reasonable time. I'm sorry but flying with TAP will never be my choice again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Sao Paulo via Lisbon
Date FlownNovember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"an overall unpleasant experience"

(United States)

Not Verified | Unfriendly and slow check-in staff, disorganized, late boarding, just an overall unpleasant experience and I haven’t even hit Lisbon customs and security. On the way to Rome via Lisbon, they had one customs official for hundreds of people-same for security. Many of us were uncertain which line to get into and also missing connecting flights. Will never, ever fly this airline again. Pay the extra money to fly a different airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRome to Washington DC via Lisbon
Date FlownOctober 2021
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

"The flight attendants were non-existent and down right, not nice"

(Canada)

Trip Verified | Horrible for the price you pay! From the food selections in the TAP Business Lounge in Lisbon which has the same insipid selections in April when we were there to September. The menu had not changed. To the service on the aircraft. Once you are seated in business class, you are not offered a drink until dinner service which was 1.5 hour later. No welcome on board aperitif nor a juice. You are offered a selection of mains and we were seated in the 3rd row, only 2 other people seated in front of us. We asked for the fish selection and to our great surprise, no fish. The flight attendants were non-existent and down right, not nice. For the price that you pay to fly in Business Class you expect Business Class service, which TAP Airlines does not offer. This is not an isolated incident. We have flown 6 other times and we keep on saying that we will give it another shot because their connections are good to our final destination. On one occasion this summer, we get to the airport and are told that the flight had been cancelled due to a strike. No warning beforehand. Our next option was to fly out in 3 days! Not! We had to book on another carrier at exorbitant prices to get back home. Never again. "Fool me once, shame on you, fool me twice, shame on me".
AircraftA321Neo
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteMalaga to Lisbon via Toronto
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"they have the best product"

(Portugal)

Trip Verified | TAP is world top when it comes to excellent pilot training and maintenance. I have been flying them since 1976, in the last 16 years always in business class on European routes, where they have the best product with excellent wine and food, chilled espumante, friendly crew (every now and then like in any airline a moody crew member). They do not let you down if a flight gets cancelled.
AircraftA320
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLisbon to Paris Orly
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"just so customer unfriendly"

(Portugal)

Trip Verified | They hang up me on the phone because they don't want to send me the e-ticket for two passengers, whom paid 438 euros, but bought the tickets on a online travel agency. Obviously the online travel agency is just an intermediary of the buying process of TAP tickets. TAP is just so customer unfriendly that one has to wonder how this bizarre company are still flying. The passengers urgently need their electronic tickets for governmental reimbursememt purposes but they won't collaborate.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFunchal to Lisbon
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst experience ever"

(United States)

Trip Verified | I had the worst experience ever flying TAP First time we took TAP airport and I suspect the last time First we book premium economy. It was just a regular economy When we mentioned none even explained why ? We waited 3 hrs just to get a water on the plane. When later I asked for one more I did not get it. Flight attendants so rude. The biggest problem is that again we payed for premium economy but it was just regular economy. We are extremely disappointed. I will discourage anyone to fly TAP.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteBoston to Lisbon
Date FlownOctober 2021
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

"The worst customer service"

(United States)

Trip Verified | The worst customer service I have ever seen. I had a flight booked in executive class from Boston to Madrid. I had a late connection but made it to the check in desk 59 min prior to flight. The app would not let me check in online. The gate agent had gone to assist with boarding. We notified the gate we were there and could not go to gate without boarding passes. The agent said we would have to wait and then did not return till the boarding gate was closed. We tried to rebook and she said she could not book us because executive was full the following day. We offered to accept a downgrade to be able to get there but she said she was not allowed to do that and no flights were available that week. We booked a flight on delta to Madrid the following day. We stopped by tap to ensure we could take our return flight. They had marked us as a no show and cancelled the return flight as well. We have called, emailed, messages through the website and no one will even discuss it. The just refer to another dept and now I am being referred back to where I started. I was in executive class and can’t even get a company response. I highly suggest not doing business with this airline.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteBoston to Madrid via Lisbon
Date FlownAugust 2021
Ground Service 12345
Value For Money 12345
no
2/10

"not allowed to board as she didn't have a PCR"

(Canada)

Not Verified | Canada changed travel restrictions 3 days before boarding. I was with my 5 year old. Made it all the way to the boarding gate when I was informed by a tap agent my 5 year old would not be allowed to board as she didn't have a PCR. It took 6 hours to clear customs grab my bags. I was told by the TAP agent who did not allow me on the flight that it is their job to check info before being given boarding passes and that I should speak to an agent before leaving the airport to re schedule a flight. I waited 2 hours at a complaints office, 2 hours later I still hadn't spoken to anyone. I left the airport with my 5 year old. I purchased 3000 dollar tickets home with TAP 2 days later. They hung up on me when I attempted to claim a voucher. The boarding was a joke they cram everyone into a small section with no seats available. Senior in wheel chairs lined up. Flight left 1 30 min late.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLisbon to Vancouver
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"Friendly, on time and good value for money"

(Netherlands)

Not Verified | Booked a return business class ticket from Amsterdam via Lisbon to Faro a few months before travel. Received a few emails about schedule (and equipment) changes which were then easily made online following a link giving a lot of flexibility. This review is for the return flight from Faro to Amsterdam. Check-in at Faro quick, but no lounge, which should have been communicated. Boarding on time and with priority for business passengers. TAP used its subsidiary Portugalia - on some flights - which does also offer a separate business class section (curtained off) but with 2-2 seating on the EMB-aircraft does not offer an empty seat between business seats. So although there seemed a bit more leg space, it was well below average business class seating, which is typically an empty seat between 2 seats or a seat blocked on the 2-seater row. Lovely and cheerful crew offering coffee, juice or water on the short hop to Lisbon. Lisbon Airport is hit or miss and seems disorganized, although a remote stand was announced, we docked at a gate, but ground staff was obviously unaware so it took a while to deplane. Quick visit to the TAP lounge that had moved from my last visit to a nice bright space with serviced bar and buffet. Lounge food was never very good here and again did disappoint, staff friendly and helpful, lounge clean with lots of attention for social distancing. Very early boarding call for the LIS to AMS leg. Extensive covid documentation check before boarding a bus to a remote stand. Portugalia's EMB 195 seems a have a bit more luxurious seats, nice cabin but the 2-2 seating in business class is a problem especially with economy class half empty (just move the curtain to have business class passengers be able to spread out, right?). Again a lovely crew, bar/dinner service combined and from a trolley. Here is where things go wrong. Obviously the EMB-aircraft don't have a sizeable oven, so only cold food. Despite an invite during booking from TAP to select my entree, no reference or explanation why it was just a cold platter and no choice. Very disappointing. The tray does not look bad and the food is fine, a bit heavy on meat and not very sophisticated. Staff kept offering refills even though I think I heard an automated announcement during boarding that alcohol would be limited. Flight on-time with early arrival in Amsterdam, but then accumulated a delay because of ridiculous taxi times at Schiphol and a slew of miscommunications in getting the plane to dock and disembark. All in all TAP does an acceptable job when you travel business class even though seating arrangement is sub standard. Friendly, on time and good value for money. Communication on some of the service lapses could be better.
AircraftEMB 190 and EMB 195
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteFaro to Amsterdam via Lisbon
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes