TAP Portugal

Not Verified | I am extremely dissatisfied with the way TAP Portugal handled my refunds for cancelled flights. I contacted this airlines multiple times, submitted requests and complaints regarding my cancelled return flight from Boston to Madrid. It's not only very difficult to connect with them, but even after a long wait on the phone, and finally chatting with the customer service representative (who promised to send my refund in a month) It's two months and I still don't have my refund. They don't explain, don't reply, and don't care about their customer. Not sure if I want to fly with TAP AirPortugal in the future.

✅ Trip Verified | Ponta Delgada to Lisbon. The flight was almost empty so I was able to rest with the help of the two following chairs. Ended sleeping almost all flight. The young cabin crew as usual are interactive and nice. Nothing served onboard except for tea, coffee or water.

✅ Trip Verified | Alright, we booked before Covid-19, initial flights got cancelled, it was a bit of a hassle to get new flights but whenever we spoke to a representative things were fixed. There are some things that they could have done better, like email us that our flights were cancelled in the first place. Sure, but when we went to rebook our flights we called their headquarter phone number (which can improve a little also) and they were very helpful with rebooking us to new flights. Seriously I understand that many holidays and weddingtrips have been canceled but no-way you can take it out on the airline. They are to blame for the booking system (which probably dates from 1980) and they could have emailed us about the cancellation of our initial flights. But did we just forget that there is a pandemic going on? They're doing their best, they rebooked our flights and they saved our holiday. So not going to complain.

✅ Trip Verified | To be honest, I’ve never flown with TAP Air Portugal because my flight with them was canceled due to COVID, but I have spent over 3 hours on the phone/on hold with them so far, which roughly translates to half of a trans-Atlantic flight, I suppose. And I feel that this time we’ve spent together is enough to justify this negative review. The long and short of it is, when I bought my tickets with TAP Air Portugal, I opted to pay an extra ~$100 for a refundable flight, and—despite that, and after waiting a month and a half—I still have not received my money back from them. Even if you purchase a cancellable flight (again, for more money), canceling through the website only grants you a flight voucher (good for one year only). In order to request a cash refund, you need to call them (nowhere was this mentioned when I bought my ticket, by the way; I had to call them to figure out this nugget of information). The phone number listed for the airline in many places is no longer in service; there’s a different number you need to call. Each phone call requires 30-60 minutes of hold time. I’ve been randomly disconnected from these phone calls multiple times. Most damning, each time I call, I’ve been told contradictory information. When I called on May 2nd to cancel my flight and ask for a refund, I was told that my request was submitted. Awesome. When I called back on May 18th, wondering why I hadn’t received it yet, I was told (for the first time) that I should wait a month to expect my refund, so I would have it by June 2nd. Then, when I called after June 2nd, again wondering where my refund was, the rep I spoke to tried to inform me that I hadn’t requested the refund until the 18th (even though the previous rep had confirmed that I requested said refund on the 2nd). This new rep also told me that I should wait a month to a month and a half beyond May 18th for my refund. The one consistent across all the reps I’ve talked to is that they won’t lift a finger to provide me any extra information. I’ve requested email messages to confirm what we’ve discussed. I’ve requested reps’ extensions in case I get disconnected (see above). Nothing. Whenever I hang up with a rep, I have to rely on their word that the information they've provided me is accurate. And at this point, I have little faith in that. In short, their customer service is some of the worst I’ve ever experienced. I understand that COVID is probably making things difficult for them to provide refunds promptly. However, I would be much more understanding if the company were open and transparent with me, instead of using misinformation as a delay tactic. I also believe that there are probably a lot of individuals out there that need the value of their flight refund much more than TAP Air Portugal right now. I’d definitely recommend steering away from TAP Air Portugal if you might need to cancel or rebook.

✅ Trip Verified | Funchal to Lisbon. TAP now offers a semi-low cost service, offering tea and coffee and you buy a sandwich by 6 euros if you like being robbed. However they still sell their products with catering included. Cabin crew is lucklustre, uninspired, uncharming and aggressively ironic. The life jacked wasn't beneath my seat but on front of it. For 260 eur one way domestic route of one hour 20 minutes it's a sad service. Plane could be cleaner but I think they will use more the Embraer 190 to Funchal. Is excellent for the route and airport. Great legroom. Have in attention God forbid you have to contact them. They dissuade your attempts.

✅ Trip Verified | After arrival in Cabo Verde our luggage was missing. No representative of the airline was present and I was never contacted by one, too. We were not provided any information about: (i) delivery date of the luggage; (ii) contact information; and (iii) refund options. We had to buy the most necessary items (clothes, etc.) on our own expense. On the return flight I tried to clarify the situation in Lisboa. After waiting 40 minutes in a cue, a highly unfriendly TAP representative informed me that all refund claims need to be made online. Without further information provided by the representative I finally found the necessary information online. After more than 3 months and repeated phone calls (average waiting period about 30 minutes) the status is still pending and the airline is unresponsive.

✅ Trip Verified | Today I went to the TAP website to find out about my trip back to Brazil, I was surprised because the company canceled my flight and did not warn me. I contacted them via skype, as I currently live in Dublin, the first agent after 40 minutes attended me, super attentive but could not solve my situation, suggested that I buy a new flight from Dublin to Lisbon because this was the route canceled. I went on the website to look for and I didn't find flight 872 that left Dublin. I called the company again, the 3 agents disconnected the Skype call in the middle of the conversation. On the fourth attempt the very kind agent gave me a solution, we can change the date, ok, I will transfer it to the responsible sector. A man came to me whose name I don't remember, first he, according to him, did a search on the company's system, and informed me that it was more viable for me to get a ticket voucher and buy a new ticket in cash, I told him that I had no interest in the voucher, as I would lose one of the connections that I would make from São Paulo to my city Florianópolis. When I informed him that I would not use the voucher and would like a free solution, as I had already lost the right to use the connection from São Paulo to my city, he found a solution, I can send him to São Paulo July 3rd, great I accept, he removed my two checked bags that I paid for, it was a scam that the Tap company managed to deceive me bilaterally, I do not accept these conditions I demand that my luggage return to my boarding pass.

✅ Trip Verified | Operated by an Embraer 190 from TAP Express, former Portugália Airlines. The takeover from TAP clearly downgraded the service at Portugália Airlines. But it is a good aircraft for the route and eventually for the creation of a domestic air route similar to the one between Lisbon and Porto. No service onboard.

✅ Trip Verified | As passengers entered the aircraft, cabin crew were with their backs turned, it seemed like cargo was entering the aircraft. The same on disembarking. They didn't serve anything due 'restrictions' of the ongoing pandemic. This is a service they are always very clamorous of offering and are included in the tariffs bought. It's very clear that older cabin crew, who have been professionally promoted, are far worse in terms of dealing with customers that the new ones. Many passengers weren't using masks and there was no warning from the cabin crew. I really don't know how this airline will survive and in what state of mind are the Portuguese Government to think of injecting money on this failed project which has been like this from the very beginning. Even with no flights at Lisbon airport, luggage were late.

✅ Trip Verified | My husband and I flew with TAP for the first time this year after four previous visits to Portugal. This our fifth flight was the best. We flew from Toronto direct to Lisbon on February 23, 2020. We were booked to fly home on April 1st but because of the coronavirus we had to make arrangements to fly home early. We were able to change our return flight from Lisbon to Toronto on March 24th without any extra fees. My husband and I are regular travellers all over the world and TAP was the best airline we have experienced. The check in, cabin staff, entertainment, seats, food were all 10/10 and that was in economy. I hope in these unknown economic times Portugal knows what a great resource they have with TAP Airlines and they support it to the max.