✅ Trip Verified
| TAP was responsible for the worst travel experience I have had in 27 years of frequent flying. I was booked YYZ-LIS-CMN, all on TAP metal, purchased via an Aeroplan ticket (Air Canada’s frequent flyer program). The debacle began when TAP canceled its YYZ-LIS flight on 26 June. Since their mobile app clearly has not been updated since 1997, I received no notification from TAP about the cancelation (despite having enrolled in email and SMS updates) and only found out about the delay by proactively checking the flight status. I initially called Aeroplan to rebook me on an alternative routing because I had a (correct) premonition that TAP’s call centre agents would be useless. However, Aeroplan are only able to rebook if there are points tickets available, and for same-day travel this is naturally next to impossible. Ultimately, they advised me to call TAP. After waiting on hold for an infuriating 30 minutes, we finally reached an agent who advised us that due to the flight cancelation we would be reprotected on a new flight that TAP was “kind enough” to send the following day, departing at 6 pm. At our final destination in CMN, we were to start on a 7-day prepaid tour of Morocco, so a delay of 24h would be unacceptable. We explained this extenuating circumstance to the TAP agent and he did not even attempt to look for alternative routing. He simply said “sorry”, he would not even escalate to a supervisor. When he realized it was an Aeroplan ticket, he said he could not touch our tickets anyway and he would transfer us to the airline miles department. Ready to try anything at this point (even though it was not on TAP miles), we accepted the proposal. When the hostile Miles agent picked up, he made it clear that he could not assist since it was an Aeroplan, not a Miles&Go ticket. We asked to be transferred back to a main ticketing agent without a 30-minute queue, but of course he just shoved us back into the queue anyway. When we finally reached another agent, she was no more helpful. She drew the same conclusion that since it was an Aeroplan ticket, I ought to speak to the Miles&Go department, despite my pleas that she figure it out as Miles&Go could not help, she cut me off and transferred me anyway — making it clear that this is just a shameless tactic to deflect a difficult call and keep average handle times down. Ultimately Aeroplan agreed to rebook us on AC’s YYZ-LIS flight the same night and told me they did so because TAP had violated its passenger contract of carriage and refused to reprotect me on any flight — unbelievable. The next leg of my journey (LIS-CMN) was still on TAP metal. The AC agent in YYZ was unable to print boarding passes for that flight and advised we pick them up in LIS. When we arrived, the TAP debacle continued. There was not a single agent manning the TAP transfers desk in the international terminal, so we approached an agent at a boarding counter for a flight that had just closed. She was visibly annoyed that we asked for help but when we pointed out the deserted transfers desk she obliged. When she looked into the file, she found that we were not confirmed on the LIS-CMN leg! Her suggestion, naturally, was to call Aeroplan, who once again came to the rescue: they cited TAP as again having shirked their responsibilities to guarantee us on the second flight (whatever that means) and repurchased the two tickets out of pocket so we could be confirmed. I just cannot believe how TAP can be so shady.