TAP Portugal

✅ Trip Verified |   We booked a flight from Frankfurt to Tangier with a connecting flight in Lisbon. We arrived late and missed our connecting flight. When me and my wife arrived at Lisbon airport the TAP customer service informed us about our rights and that we will receive full compensation for any incurred expenses for the day of departure. We arrived at midnight in Lisbon and were informed by TAP customer service that we have to book a hotel for the night 20.09 - 21.09 instead of providing us an accommodation. All of the hotels in Lisbon during that night were sold out and it took us 2h of phone calls until we finally received a confirmation for the booking of the accommodation. It cost us a lot of money and stress to find an overnight stay because TAP booked us another flight on the next day. When we submitted the expenses they refuse to refund any invoice or compensate us according to EU 261/2004. This is not how you treat customers in which you apologize that you made a mistake and then refuse to compensate. I find it also very challenging to tell your customer in a foreign country to search for a hotel when you arrive at 12 midnight and the other option would have been to sleep on the floor at the airport.

Not Verified | They checked only a few peoples bags and let go people whose bags weighed more than ours. After we paid a charge of $134 they packed up the machine and left.

✅ Trip Verified | Flights were delayed almost every time boarding was like a mystery when it came to starting the process. And when coming back after them not weighing carryons for any inbound flight and within Europe flights, they enclose the gate with this barrier and you have to get in this line at least an hour and a half before departure and they railroad you to this weighing station where you realize that they have dropped the weight from the 10 kilos announced on their website to 8 kilos and they make you put your personal item on there to make sure you go over the "new allowance" and then inform you it's 125 euro a pop (no american Express). So if you see that barrier make sure before you go online downsize your carry on and if you are travelling with someone have that person hold some items and then hand them to you over that barrier after weigh in, if you want to avoid getting mugged or on your flight back home just check in that bag at half the price or avoid this airline altogether

✅ Trip Verified | They didn’t weigh any carry-ons on any flight until the very final return flight home at which point they make every passenger go through a weigh-in at the gate and charge $265 for an over-weight carry-on. Their weight limit is 12kg for both personal item and carry-on combo. Absolute joke of an airline, trash customer experience, recommend avoiding at all costs.

✅ Trip Verified | The experience with the airline is absolutely abhorrent. Not only was the first connecting flight delayed with no proper communication, they lost my baggage on the second flight. Like many of the reviews written, they simply do not care. There is no ground staff to seek help from at the airport, only a tiny signboard at their designated counter that tells you to submit your baggage loss reports online. Once you submit your report online, they do not update you nor contact you about anything. My baggage was delivered 3 days later to the hotel, no calls, no texts, no emails regarding the delivery. They simply quietly left it there and had the hotel staff not known I lost my baggage, they wouldn't have asked me if it was mine when I walked past the reception. When I asked for help to submit claims for the delay of the baggage, I could not find anything on their website, no international toll free line, no online support, they do not reply emails, and the only channel you can write to is FB messenger. It took them 1 week to reply me with a link to submit a loss report / complaint, to my horror the link does not work. You go into a complaint section of their website but it does not allow you to click "next" to actually submit a complain. When you register for a client account as requested, Singapore is not considered a country and neither is Germany nor Portugal, and you simply cannot register an account to lodge a complain or submit any claims. When I posted my experience, multiple friends of mine wrote to me in private reporting similar or worse experiences with the airlines. The experience is absolutely abhorrent and this is an airline you should avoid at all cost.

Not Verified | Flight was ok, but lost our luggage and since reporting at the airport lost and found we have heard nothing. No phone lines answer for baggage service and customer says they cannot help! It has been 10 days and only an online form to fill out with missing items but no confirmation of receipt despite repeated requests This would not happen on a US domestic carrier - they do not care.

✅ Trip Verified | Flight operated by another company that felt strange. First the flight was over 90 minutes late and the crew seemed somewhat out and tired of doing the flight. Again the remote stand in Lisbon is a big problem for people on a tight schedule. Otherwise old plane and no willingness to work.

Not Verified | Having arrived late from Miami to Lisbon and missing a connection to Manchester UK, my wife and I did not know what to do, but thanks to the superb attention of the TAP transit team, in particular Lucas Silvestre, we were successfully booked on a midday flight. Mr Silvestre was simply superb in his service and support! He spent over an hour making the changes and then personally walked us through passport control and boarding, right onto the bus taking us to the plane! His outstanding care and support deserve the highest commendation as a top exemplar of the quality staff and support one may find flying TAP.

Not Verified | Having arrived late from Miami to Lisbon and missing a connection to Manchester UK, my wife and I did not know what to do, but thanks to the superb attention of the TAP transition team, we were successfully booked on a midday flight. Staff was simply superb in his service and support! He spent over an hour making the changes and then personally walked us through passport control and boarding, right onto the bus taking us to the plane! His outstanding care and support deserve the highest commendation as a top exemplar of the quality staff and support one may find flying TAP!

Not Verified | An hour late leaving. Cabin bags removed to hold at boarding. Result- long delay at baggage reclaim with a train connection to catch. Duty free cigarettes taken from luggage after It was put in the hold or on the way to reclaim in London. Wherever it happened, would not have happened if the original booking for cabin baggage was honoured. We would have had complete oversight of our bag. Will not be using TAP again