TAP Portugal

✅ Trip Verified | My flight was canceled due to corona and my travel agency requested a cash refund. TAP Portugal refused giving me a cash refund and gave me a voucher that expired 1 year later instead. It didn't make sense to fly anywhere due to the pandemic before the voucher expired but I still wanted to use it. So I tried booking a flight and always got an error message, saying my voucher wasn't valid. When I called customer service, they said my voucher couldn't have worked as I requested a cash refund. First TAP Portugal refuses to give me the cash refund I requested and gives me a voucher instead. Then they tell me the voucher they gave me couldn't work as I had requested a cash refund. Seriously?

✅ Trip Verified | I’ve flown with TAP many times and they are in no way better than a cheaper budget airline, and are in fact far less organised. Avoid if possible! This most recent trip: I am a gold card member with TAP, a completely pointless exercise. They told me to arrive 5 hours early to the airport (for a 10am flight) due to strikes, as I could be in the lounge. After taking only 10 minutes to get through, I found the lounge was closed until 8, which they failed to let me know. Their customer services is terrible also until 8, though they are completely pointless even when you do get a hold of them. Then despite being a gold card member and having been kept waiting for 3 hours sitting on the ground they told me there was nothing they could do and only apologised when I said that was the least they could do. They also sent everyone to the gate 1.5 hours early but had no one there to let them into the waiting area so we were forced to cue or sit on the floor for 45 minutes. When I asked their customer service rep what the point/benefits were of being a member or customer with their company, they said: well I don’t know, I can’t really say any right now. The answer of course is none…

Not Verified | TAP has a history of flight delays on this route so the 1.15 overall delay was not a surprise. What was unacceptable was to have booked (and confirmed through call by TAP) a place for my dog in the pressurized cargo area and learn 30 min before (at bag drop) that the plane did not have a pressurized cabin and the dog as unable to be taken. No solution provided - just prepotent action by TAP. Fortunately I had a back up solution and left the dog at the origin. Still finding a way to bring the dog back home. Unbelievable .

Not Verified | I booked my ticket called the number online to clarify luggage would be included, was told several times both my cases would be included at no extra charge. I flew out of San Francisco August 15th 2021. I was charged 150.00 for my 2nd luggage. I had a layover in Lisbon Portugal. The flight was late, I had 45 minutes to check in to my connecting flight. I was told to go to a website online, to fill out a locator form. My phone would not work in Portugal but was told to figure it out or I won't be able to board, I asked for a paper form and was told no. I finally got on the wifi with no help, filled out the form with no help when I asked questions. I had to pay 150.00 to order Covid tests to be mailed to me to do the at home tests because I didn't know which locations were close or what the hours were for tests. I was done with form 15 minutes prior to departure and told I wasn't getting on the flight as they had already closed the door. I was sent out of the terminal across the airport to customer service. I got to the line and waited for 3 hours and 40 minutes standing with no way of getting water or a chair, at this point my foot was swollen in my shoe. I asked the gentleman ahead of me to watch my luggage while I went to the restroom. I could barely put weight on my foot and was told I would lose my place in line if I left again. I got my new flight information and then had to go to a counter to get checked in, get a boarding pass and go through security. I was told my luggage had been transferred to the flight. When I finally made it back through the airport to my terminal to the gate I had to really push myself to stay on my feet. I was asked to do a new locator form and paid for yet another Covid test to be mailed to me. I got on another uncomfortable flight to Heathrow. When I went to baggage claim, my luggage was not there, they looked up my ticket and explained that Tap Portugal had not sent the luggage. I filled out the paperwork to have my luggage delivered to my address in UK. I called the next day to be told TAP still had not sent my luggage. I waited for my luggage, called next day no luggage. I called the airline to see what was needed and how to register my covid test for them for my return back to US. They said to follow instructions and it will be OK. Be 2 hours early and I would have enough time to get. Checked in have someone help me if needed. When I got to Heathrow 3.5 hrs early TAP told me my covid test would not be accepted so would have to change my flight. I tried to talk to them but they told me to go change my flight and get out of line. I went to United airline counter bought a whole new ticket, waited 8 hours at the airport and got home with no problems with United.

✅ Trip Verified | We arrived in London Heathrow at 10.55 not one staff member to assist. Our luggage did not make it on the flight. We were told to go home and call the airline as no one was working. now I have been stuck in a dark hole with absolute no information. I have been on the phone for over 6 hours with no success no one answers or they transfer me to a department that no one answers. I had to drive all the way back to Heathrow to find out information again TAP staff would not take responsibility and sent me away I'm on the second day with still no information regarding me bags and no client assistant. This is beyond comprehending.

Not Verified | This airline is an absolute joke when it comes to customer service. We emailed 4 weeks in advance and never heard back, we called and were on hold for 4 hours and never got a hold of anyone, we Facebook messaged, we did everything we could to get ahold of them. We bought a flight that originated in Barcelona and had a connecting flight in Lisbon that would then take us to San Francisco. We were in Lisbon and planned on just catching the flight connection here. We had a feeling we should just talk to TAP to make sure they knew we were doing that (again, we had tried contacting 4 weeks prior and couldn’t get ahold of anyone) and they wouldn’t help us because they were only handling flights from that same day. So we come back the next day and wait in a customer service representative line for 2 hours just to have them tell us that they will cancel our whole reservation if we didn’t get on where the flight originated in Barcelona. What?! They were so rude to us the entire time, and just told us that we had no other option but to buy a whole new flight for $1,200 and they would not be refunding us. Simply put, it was just such an illogical conversation it was painful. I will never fly with TAP Portugal again after our experience.

✅ Trip Verified | Awful website with no clear indication of the fare rules - and pricing when booking is not clear. They should invest much more resources in creating a website that allows customers to do self service rather than having to rely on their call center waiting for a long time before anyone picks up. I got bounced at check-in at 5am because I was missing a covid document and their call center was closed until 8am so could get no assistance.

Not Verified | The check-in was not organized. The boarding was not well organized. The command 'slides armed' was given when there were a lot of passengers and personel still standing. The seats were terrible, no support, not suited for tall people (short back of the chair) and no space for your legs. For a 4 hour flight not even a water was given. The crew did manage to take 1.5 hours for their paid service. While everybody was trying to sleep, they were stamping through the airplance. And to top all this, TAP sends #6 upgrade etc emails, but does not send an update requiring a antigen test, which TAP changed 2 days before return! We almost did not make it back.

✅ Trip Verified | TAP canceled my flight and after a month still waiting my refund, probably the worst customer service ever. I purchased the ticket directly on TAP website. Have a frequent flyer with them, they used to do good job. But customer service does not actually exist.

✅ Trip Verified | Horrible customer service experience. I purchased a flight with TAP as they advertised with they provide 1 free flight change if a flight is booked before a certain date. When I needed to change it because of covid exposure I was unable to reach anyone that could help me. After being on hold for an hour or more, I would be told I had to be transferred to the 'flight change' people, where I was consistently hung up on. I had to pay 300 to change the flight which was about the same price of the flight. When I got to the airport to talk to someone since it's impossible by phone, Facebook, Skype, they told me they don't have a customer service rep at the airport. Horrible service, not only did I blow a bunch of money because of false advertising, I wasted at least 10 hours on hold trying to resolve the issue. I will not fly TAP again.