✅ Trip Verified
| Boston to Malaga via Lisbon. I booked a ticket and hadn’t received a confirmation email in several hours, so I called customer service and provided the confirmation number I’d received when booking. The representative told me they’d canceled the transaction and couldn’t give me a reason as to why, so she put me on hold to talk with someone else. I waited over half an hour, and no one took the call, so I hung up. However, several days later, I saw that the charge for my “canceled” reservation had posted to my credit card, but I had no ticket to show for it. I therefore contacted TAP customer service by Facebook Messenger and spent several hours talking with them. They consistently denied that the charge had gone through, even though I could clearly see on my bank account that it had. Finally, they admitted it had gone through and reimbursed me. No one ever let me know that a) my reservation had been canceled (or why it had been canceled) or b) that my money had nonetheless been taken. If I hadn’t been more on top of it, I could have shown up to the airport the day of the flight, thinking I had a ticket, and they would have told me then that my reservation had been canceled. When I asked for some compensation for the hours I spent on this and stress this caused, they wrote to me “we apologize for any kind of distress caused, but there's no place for offers in this case. Payments done online are processed automatically by the system and it is not possible to check if all the payments go through or not.” This is a bizarre excuse—obviously they should prioritize returning money to customers when flights are cancelled on their end. Some sort of extra compensation would have shown they were truly sorry for what appears to be scamming a customer. So please, if you book through this company, check and double check that they haven’t overcharged you! Or better: just book through a different company!