TAP Portugal

✅ Trip Verified | Very bad experience on my first time flying with TAP! My husband and I were returning from Salvador (Brazil) on the 4th October 2018. We arrived at the airport 4 hrs before our flight only to find out it had been cancelled (no email or message had been sent to us to inform this). We were one of the first to arrive in the airport, and joined what it seemed to be a small queue (which became huge after half an hour) as there was only 2 TAP attendants to reschedule everyone's flights. As you can imagine the queue was moving extremely slowly and we realised it would take ages for us to speak to someone. We called customer services in the UK and they offered us a route back to London with 3 connection flights, including a sleep over and 6+ hours of delay on our arrival, which was not an option for us. Seeking for an alternative, my husband approached Air Europa on a booth just next to TAP and they said they still had a considerable amount of seats available on their next flight to London, which was due to leave Salvador within the next 60'. They mentioned TAP could relocate us, and other passengers to this flight, but unfortunately, with only 2 staff available, TAP wasn't being able to actually process the relocations. Air Europa checkin would close within the next 20' and so we had to make a decision fast. We waited for another 10 minute, there was still 5 people in front of us at the queue and so we decided to purchase two seats with Air Europa, paying from our pocket. The family that was just in front of us on the queue said they could not afford so buy tickets for the whole family and so they waited in the queue. They told us later that when their turn finally arrived, they mentioned the Air Europa flight and were issued the tickets but, unfortunately not quick enough as as soon as they got their tickets in hands the checkin had already been closed. Air Europa flight was fairly empty and I wonder how many people TAP could have put in that flight if they had been more efficient. Arriving in London we made a claim through TAP's website for compensation (€600). After a few weeks we heard back from TAP asking for us to provide our personal and bank documents so they could process the payment, which we did straight away. On November 15 we received an email confirming they would proceed with payment, according to the Regulation (EC) No 261/2004, but since then we haven't heard back from them (nor have received any compensation). Since then I have spoken to various TAP customer service attendants on the phone, and all of them say they cannot provide any information about the payment, only that it has been approved and that will be processed at some point. I also sent several emails, with no response. It's been 7 months now since our flight was cancelled, and 6 months since we received a confirmation that payment had been approved, but we haven't seen a penny yet. Speaking to customer service is useless as all they repeat is that they do not have this piece of information, and are vague on all of their answers. I would definitely not fly with them again!

✅ Trip Verified | I used TAP Portugal from Manchester to Porto with a stop in Lisbon. The flight from Manchester to Lisbon was late due to bad weather and for that reason I lost my connection. To my surprise on arrival to Lisbon there were TAP staff calling us to provide us with a boarding card for the next flight and take us to the gate. Also despite the short connection my hold bag made it to the final destination. Was truly surprised with the efficiency of the ground staff. On board, we had a brand new A320 NEO, very smooth and silent flight. The crew were very friendly and helpful considering my initial stress about my onward connection. Thank you for the great service.

✅ Trip Verified | Gatwick to Porto. I flew TAP again this week and I will flew back to the UK late this week. However this will be probably my last trip with them! Flight delayed about 45 minutes, children and family's not been boarded first, luggage from rows 4 and 7 were send to the row number 15, 16 and 17! Here's the logic: you pay for a front seat and then you have to wait till everyone (or almost) to get out so you can go get your luggage and get off the plane! I asked nicely to the crew if they found this right or normal and ten answer was: not our fault! I shouldn't buy a TAP flight in the first place. Think twice before you fly with tem.

✅ Trip Verified | Due to TAP's inability to cope with a fuel shortage in Portugal, my flight was delayed for an hour. I left the boarding area because they initiated the boarding procedures and then inadvertently stopped it leaving passengers looking at the ceiling and only informed by an almost codified internal sms announcing the delay. Almost didn't make it to the gate again as they suddenly re-opened the boarding process. Had to run through the crowded corridors to get there still on time to board. Needless confusion of an airline that still has much to learn. The problem is until they are funded by the Portuguese Republic and the EU, being one of the last still semi-public airline corporations in the world, they'll do whatever they like, the consequences being the paid taxes by Portugal citizens, unfairly making up for their annual losses. Lisbon airport getting older by the day and needing a revamp and expansion urgently. Improved cleaning wouldn't hurt either and it applies to TAP planes too. For the rest, nice and attentive cabin crew but repetitive and boring catering.

✅ Trip Verified | Lisbon to Copenhagen. The staff was not helpful at all. Our flight was late for 1 hour due to heavy traffic, thus we were late for our next flight (we had connecting flights). We (there were 6 of us going to that next flight) asked the staff for help to let us leave the plane first or at least let us know which gate should we run to, however, the staff refused to help.

✅ Trip Verified | Rio de Janeiro to Marseille via Lisbon. GIG-LIS Business Class on a very old A340-300, old lie-flat seats - despite the constant TAP advertisement about A330NEO aircraft on Brazilian routes. Still pure marketing as after a couple of months these brand new aircraft are now mostly directed to USA route! Non-event flight anyway, with improvement in punctuality, service, food and entertainment. A340 are silent aircraft and difference is clear when compared to A330/B777. Friendly and not packed lounge in LIS. Economy class from LIS to MRS. Also non-event flight. Note that for TAP, in this case (Business+Economy) the lowest baggage allowance applies for both segments. I.e. 23kg/PC and not 32/PC fro GIG to MRS. Even being a Star Alliance Gold pax. Weird.

Not Verified | In April 2018 we were supposed to go as a family of 5 to Lisbon. They said that my wife was too pregnant to fly and that we had to rebook within one year of the date of travel. I called back 2 days before the one year mark and they told me my vouchers were no longer valid - we were late by 3 days from the one year mark of cancellation. They gave us bad info on the front end and then took $3000 from me and would not let me speak to anyone beyond their first line of customer service. The customer service kept consulting with a Manager, but I could not speak to them. I was warned by friends and neighbors not to deal with this airline and now I wish I hadn't.

Not Verified | Miami to Barcelona via Lisbon. The worst airline I have ever been in and the worst assistance to people. Our plane from Miami was delayed so we got here late and when we were trying to get in to the plane they told us we couldn't because the plane had left. We had to wait over 12 hours in an airport the whole day. I was with my 4 kids for over 18 hours at the airport and they messaged me saying the flight was even more delayed. This is beyond disrespectful and embarrassing.

✅ Trip Verified | London to Gran Canaria via Lisbon. Excellent value and service on all flights. All on time, despite some confusion at Lisbon airport re boarding gate. Clean aeroplanes. Boarding straightforward. Pleasant and efficient cabin crew who served a small snack and hot drink. The seats are not the most comfortable but 2/3 hours perfectly manageable. Nothing to complain about re the journey. However their customer services dept is variable when you telephone (I needed to increase my luggage allowance which requires telephone contact for a multi booking). First person I spoke to poor communication and attitude, the second person total opposite, most helpful and dealt with the adjustment swiftly and effiently. Also some anomalies to iron out on their website but would definitely use them again.

✅ Trip Verified | Dakar to London via Lisbon. Flight was ok, but cramped. Forgot my wallet in aircraft, but had no time to retrieve it due to short layover. I was told to stop at the London airport lost and found to initiate a report, but they could not help me. All further contacts with TAP Portugal or Lisbon airport were fruitless. They held my wallet hostage, basically telling me I had to pay 1400$ in order to fly back in the next 4 days or the wallet would be "destroyed", despite having all my mailing address available and more than enough money inside to cover the costs of shipping it home. Oh, and the lady beside me took 1/4 of my seat the whole flight.