✅ Trip Verified
| London to Dakar via Lisbon. The worst airline I have ever used. Customer service non-existent! The lack of customer care and transparency is appalling. I have been trying to receive a compensation for 6 months, but the airline would not even follow basic EU laws in accordance to the EU Regulation (EC) 261/2004. TAP failed completely in providing us with meals and refreshments in a reasonable relation to the waiting time. On April 13, I was informed at the check-in, lest than hours before departure, that my flight was cancelled. All passengers waited until midnight to be put on a bus and dispatched to various hotels. The hotel I ended staying at was slummys. In the meantime, I was not contacted by the airline to let me know what was going to happen next. On April 14, we were transported back to Dakar airport at 2pm where we found out that the rerouting had not been done yet. We got told to wait for the system to update the rerouting for all passengers. We were all supposed to board on the 5pm flight to Lisbon, but a dozen of passengers, including myself, were denied boarding despite the numerous seats available. TAP failed in offering free of charge two telephone calls, telex or fax messages, or e-mails. After I was denied boarding, I was forced to wait for 6 hours in Dakar airport, time during which we received no assistance from your company. I asked several times to receive the two free phone-calls but I was denied this assistance. TAP failed in providing us with meals and refreshments in a reasonable relation to the waiting time. During the six-hour wait, we were not given any food or water, despite our several requests and families waiting with young children. TAP did not contact me in any way informing of the new flight/re-routing; not one email apologising for the cancellation or the inconvenience caused. We were forced to sit on the floor for 6 hours, with no access to the internet. TAP failed to provide me with a rerouting to the final destination at the earliest opportunity or, if I prefer, at a later date. In effect, the only re-routing offered was extremely inconvenient as it was forcing me to fly 48 hours after the original flight, via Paris and Brussels, including another 7-hour waiting time at Brussels airport. I had to pay 345 Euros to take a Eurostar train from Paris to London. I request the entitled compensation of 600 Euros and my Eurostar ticket fully reimbursed given the numerous failures to meet EU regulations.