TAP Portugal

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1013 reviews
4/10
3 star Skytrax Rating
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8/10

"aircraft was a bit dated"

(Portugal)

Trip Verified | The flight was slightly delayed from its original times, but announced days before. The aircraft was a bit dated, with no usb ports or extended trays, but the staff were very nice and attentive.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMadrid to Lisbon
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"Staff really attentive"

(Portugal)

Trip Verified | Lisbon to Madrid. A very nice flight. Very few people (roughly 50% capacity). Staff were really attentive and made sure people were comfortable, even though no service was provided, given the circumstances. The aircraft was a bit old.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLisbon to Madrid
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"could only issue a voucher"

(Netherlands)

Trip Verified | I was supposed to fly on 1 August from Lisbon to Sao Tome and back on 8 August. TAP Portugal had announced with great fanfare the resumption of flights to Sao Tome (STP Airways is already flying the route each Friday morning at 0600 am since early July). On 24 July I was informed by SMS that my return flight on 8 August was moved to 6 August. This not being acceptable, I was able to change this to a return on 13 August. On Thursday 30 July I traveled from Amsterdam to Lisbon (after having done my PCR test for entering Sao Tome) and upon arrival I received an email that for Corona-related reasons, my return flight on 13 August had been cancelled. In fact all flights to and from Sao Tome in August (other than my flight to Sao Tome on 1 August) had been cancelled. Finding this situation very strange, I contacted TAP by Phone (I have Gold FF status so a dedicated line where people pick up the phone) and asked for a conformation that the fight on 1 August was indeed going ahead because if not, I could still take the STP flight on the next morning. I was assured that the flight was still going ahead that it, as well as the return flight of 2 August, were still open for booking, so nothing to worry about. When I tried to check in on Thursday night through the TAP App, it mentioned that also my 1 August flight had been cancelled. I had not received a message by SMS or email. When I called, the cancellation was explained as a result of the fact that the Ghana borders are still closed for international travel (they have ben for months, and I do not believe that there had been any expectation recently that they would be opened any time soon). In fact, TAP Portugal had already cancelled the flight in the afternoon (before the time that I spoke to the person who told me that you could still book the flight). Due to the timing of this information, I was unable to take the STP Airways flight on Friday morning. What made the situation however even more surreal is that when I asked TAP to refund my ticket (which was around EUR 1100 and which I had partly paid with a voucher of around EUR 110 I had received in connection with another cancellation the rest being paid the credit card), they informed me that they could not refund the cash element and could only issue a voucher for the full amount of the ticket due to the applicable conditions. They are however unable to point out where in the conditions it says so. An interesting way of having the clients fund their business by selling tickets for non-existing flights for cash and then providing vouchers in return. A kind of ponzi scheme. They do of course also argue that the cancellation of the flights is COVID 19-related and has nothing to do with operational issues.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLisbon to Sao Tome
Date FlownAugust 2020
Value For Money 12345
no
1/10

"nothing happens in the end"

(Netherlands)

Not Verified | Purchased tickets for my aunts with my credit card, but I received an email that the booking will only be confirmed after validation, if no validation takes place the tickets will be automatically canceled. This validation could only be done in person at a TAP ticket counter. In addition to the credit card issue in the email, it said that one of the ticket issuance had failed. I was unable to take them to the airport and do the validation. So I immediately contacted TAP by phone to explain the situation and they assured me that I would get the full refund because the validation would not take place. The next day the amount was debited from my credit card. I immediately called TAP again and indicated that I did not go through the site to cancel these tickets, they then entered the cancellation for me. After I bought tickets through Tix, I called Tap again to explain the situation and proof that I had bought the tickets which were 54 euros more expensive than TAP. They assured me again that I would get a full refund. A few months later (huge delay by Corona) I get the message that I would have to pay 300 euros per ticket for cancellation, while that was not mentioned before, the tickets would be automatically canceled and TAP assured me that I would get everything back. I have been talking to them weekly since March 10 to get the remaining amount back, but it is not getting along. I get confirmation every time that I get it back, but nothing happens in the end. In the past few weeks, when I call they hang-up after 38 minutes, so it is no longer available by telephone.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAmsterdam to Praia
Date FlownMarch 2020
Ground Service 12345
Value For Money 12345
no
1/10

"not cooperating with customers"

(United States)

Not Verified | Venice to Newark via Lisbon. This is the one airline in the world that is not cooperating with customers given the the COVID 19 Pandemic. They are sticking to their "no refunds policy" despite the unprecedented disruption. I booked this flight well before COVID19 existence and simply attempting to push the trip out till March next year. the costs will be >600 Euro or I can choose to cancel and get nothing back. The 3 other airlines I am working with have all given me the ability to rebook with ease. This was my 2nd and last experience with TAP.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVenice to Newark via Lisbon
Date FlownJuly 2020
Value For Money 12345
no
3/10

"Still fighting to get my money back"

(United States)

Trip Verified | Purchased the tickets December 2019. Airline now requires a Covid-19 test with the results not older than 72 hours. I called dozens of places and no test results are available with less than 8 days and even that, is not a guarantee. So due to the current situation I am unable to provide these tests at the point of boarding, still the company does not refund the money and only gives me 6 months to postpone the trip, which are not enough for me to reschedule. I called all available contact numbers in the net, and none answer the phone. Extremely disappointed. Can't believe a company of this size would work like this. Still fighting to get my money back.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Lisbon
Date FlownAugust 2019
Value For Money 12345
no
1/10

"there is no social distancing"

(Italy)

Trip Verified | When we had to book the flights their website was not working properly because it was telling us that the booking was confirmed but no confirmation email was sent nor money was taken from our card. When we tried to call them it would take hours for them to answer and the hang up right away. When we finally made it to book the tickets when the server got back we received a mail 4 days before the flight that we were supposed to present a negative Covid-19 test that was taken in the 72 hours prior the flight (almost impossible to do). So it made our pre flight situation horrible, only for us to get to the airport and hear one of the desk guys telling a man in line next to us "your test was taken more than 72 hours ago so it shouldn't be ok but you gonna be fine don't worry they might just make you do another test when you land eventually". We finally make it on the Aircraft where there is no social distancing. So my girlfriend and I decide to go sit in the back where there were 7 rows empty and there was one of the steward standing there that told us it was fine and started chatting with us. Literally a minute later the other steward comes towards us and starts yelling at the other guy asking him why we were sitting there in the back, and then turns to me and tells me that we have to move forward. When I tell him that that sounded pretty weird because there is always people sitting around the plane and that we weren't feeling comfortable with the situation due to cover-19 he told me "if you keep acting like this I am gonna go call the captain and you can go do your social distancing outside of the aircraft".
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Milan via Lisbon
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst customer service"

(Italy)

Trip Verified | I booked a flight with TAP Air in mid-June, with departure date on July 9th from NYC. I booked it to finally be able to fly back to my home country, Italy, after being stranded in the US due to travelling restrictions for about 3 months. On July 6th, only 3 days before departure, TAP Air has a new rule and sends an email saying that those who do not have proof of a negative COVID-19 test, administered in the prior 72-hours, will not be allowed to board. As you can imagine, asking someone in New York not only to get a test so quickly, but also to have the results in time - with lab facilities experiencing extreme delays - is ridiculous. On the day of my flight, I am of course not allowed to board and am given zero empathy from the company, they just don't care that they gave me three days to get a test result in the one city in the United States that has been hit the hardest. I then have to spend the next day on the phone, as the wait time for their customer service is roughly 40mins to 1 hour, only to be told I can change my plane ticket by paying 300$ for the change of ticket. This is by far the worst customer service I have ever experienced. They put in place a rule after I bought my ticket, enforced it with no comprehension or logic behind it - they said they are aware of testing limitations in nyc but that's the rule regardless - and I was forced to pay a massive surcharge on top of the very expensive tickets I had purchased a month prior. I travel, or used to travel, quite frequently and this is by far the worse airline I have ever come across. Please do not book with them.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNew York to Rome via Lisbon
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"don't care about their customer"

(United States)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Madrid via Lisbon
Date FlownApril 2020
Value For Money 12345
no
8/10

"flight was almost empty"

(Portugal)

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.
AircraftA320neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePonta Delgada to Lisbon
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes