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 919 reviews
5/10
3 star Skytrax Rating
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2/10

"luggage was not included"

(Canada)

Trip Verified | Toronto to Lisbon. Spent $3,000 CND on 3 tickets bought about 6 months in advance. Checkin day came and they told me luggage was not included, so $150.00 per suitcase, each way, added $600.00 to the cost. Then they cancelled my son's ticket, forced me to purchase another ticket for $1,500. Now i'm up to $5,100.00. TAP refused to speak to me, told me it was the travel agency that cancelled the ticket, travel agency confirmed they had no reason to do so, TAP did. Try calling them, emailing them, worse experience ever. Needless to day, first and last time flying with this company.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Lisbon
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"TP 671 had been cancelled"

(Uruguay)

Trip Verified | Amsterdam to Lisbon connection to Sao Paulo, in business class. On the date of departure, September 9th 2019, we arrived at Schiphol Amsterdam at 17:15 to board our flight, 2.30 hours prior to the scheduled departure and were going through the security barrier when we were informed that TP 671 had been cancelled. We were so surprised that we could not believe what we were hearing, and were advised to contact TAP representatives at the airport. Our absolute nightmare commenced on trying to do so, since we quickly learned thanks to a luggage porter, that TAP was only represented by a third party company SWISSPORT at Schiphol. We eventually got directed to the SWISSPORT customer service, and upon reaching it discovered we had over 150 people standing in a queue waiting to be attended to by only 2 lady clerks, we were duly informed we must line up behind all the rest of the customers in the line. Once it was our turn, our first question was why did TAP not contact us the travelers about this cancellation, to which we got the reply was “I cannot tell you, we just provide the service at the airport for TAP. The flight was cancelled due lack of crew” Why did TAP not reach out to the travelers prior to the flight to inform of the cancellation? At the SWISSPORT desk we were indicated by this rude clerk that we had been reprogrammed to depart the next morning at 07:00 AM to Lisbon on TP 669 and would connect on to Sao Paulo on TP 089, a 9.30 hours flight entirely performed during daylight. When these tickets were purchased over 10 months ago, we chose TP 87 flight as it was a night crossing over the Atlantic, which would also allow us to continue our journey within South America, since our final destination after Sao Paulo was Montevideo, Uruguay. Therefore all our flight connections were missed and we had to purchase entirely new tickets to our final destination after TAP Portugal dumped us
AircraftA320
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteAmsterdam to Sao Paulo via Lisbon
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"It's the worst airline"

(Finland)

Not Verified | Helsinki to Lisbon. As a Gold Member I am entitled to check in one luggage for free at TAP. Even so they charged me 70 EUR. Now almost 2 months have passed after I filed the complain online to get the refund, and nobody has ever contacted me. I called already 2 times. No help whatsoever. The last time they asked me to prove legally that I am the one who is getting the refund! I provided paper. Silence! Again I called, tried it for more than 2 hours to get through the hotline to the customer centre without result! Nothing. Never ever again will I fly TAP. It's the worst airline in the world! The worst service ever I have seen. What service? There is no service.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHelsinki to Lisbon
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Plane was brand new"

(United Kingdom)

Trip Verified | Lisbon to Newark. Great flight from beginning to end. Check-in was swift as was security and lounge was nicely appointed with a bartender making good drinks. Boarding was by bus which isn’t great but was ok. Plane was brand new. The seat was lie flat and very private and the screen was enormous. Plenty of film choices. Food excellent - canapés, soup, fish, main course, dessert. Crew were so-so - they need to smile more and be more engaging as the hard product is good.
AircraftA330-900neo
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteLisbon to Newark
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"best legroom I had ever had"

(United States)

Trip Verified | Before I took TAP, I had read reviews about how not great the airline was. So when I arrived in New York, I was worried about my flight to Lisbon. But once they started the check-in process at JFK, it was smooth sailing from there. The flight wasn't full and so the person sitting next to me was able to move to another seat, which gave me a whole row to myself. The legroom on the 330-900neo was great! The best legroom I had ever had on an international flight. The food was decent. Normal airline food and wine were good. We arrived in Lisbon early. My flight to Prague was a bit messier. As we were not at the jetbridge but we were on jet stairs. So that made boarding go by a little slower. We arrived later in Prague. The unloading of the bags took a long time but that was more on Prague ground crew then TAP.
AircraftA300-900neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Prague via Lisbon
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
4/10

"our extreme disappointment"

(United Kingdom)

Trip Verified | London to Lisbon. As a first experience with TAP we wanted to advise everyone of our extreme disappointment. The two male cabin attendants on this flight in Business Class were VERY unwelcoming, very unprofessional and appeared angry & unhappy to be working. This made us feel very uncomfortable. We were not offered a welcome drink and a pre-packed refreshing towel was only offered after take-off. As we reached cruising altitude of the flight we were spoken to by the Flight Purser, who was a very nice man and completely the opposite of his crew, it seemed that the crew had complained of us taking photographs 'of them' which we were not doing. We were just photographing the cabin and food on board - both of which were also very disappointing - very poor in quality & quantity. The meal consisted of a few slices of cold meat, a poor salad and a Pastel de Nata. It felt like an economy meal rather than a premium cabin meal. The purser continued throughout the flight to make us as comfortable as possible and did agree with us on his crew and their attitudes displayed assuring us of his ability to grade them post flight. On our return flight the crew were much more professional but some aspects were also extremely disappointing. The TAP Lounge in Lisbon airport T1 was closed for refurbishment but no alternative was offered for Premium fare paying passengers. Boarding was chaotic and the Food and Beverage offering was again, a very poor Cold Meat salad and despite having IFE on our outbound flight we had nothing offered on the inbound. All in-flight magazines on both sectors (if available) were of a poor condition, torn and creased. This was the pitiful response from TAP Customer Services;- Thank you for contacting TAP Air Portugal. We are sorry for the situation you reported. Your comment will allow us to improve customer experience with our company. Please do not hesitate to contact us whenever you consider it relevant. We look forward to welcoming you on board soon.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLondon to Lisbon
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they really don't care"

(Portugal)

Trip Verified | Valencia to Lisbon. Typical TAP flight: late for more than an hour due to the late arrival of the aircraft and lack of diligence on the airline's part for not making sure this situations won't happen. The annoying thing here is the fact they really don't care. Save your patience, fly with others. I had personal commitments which were seriously compromised.
AircraftEmbraer 195
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteValencia to Lisbon
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"one of the worst airlines"

(Canada)

Not Verified | Porto to Toronto via Lisbon. TAP Portugal is one of the worst airlines I have flown on in a while! Great customer service but horrible fees. How is that I have to pay for everything? Seat selection, baggage. Also one of the ground agents in Porto airport was extremely rude and sarcastic with me. Absolutely ridiculous. One of the worst ground service I have experienced and I am a frequent flyer
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePorto to Toronto via Lisbon
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Everything has been lies after lies"

(Spain)

Not Verified | On September 3 I had a flight at 4pm from Casablanca to Lisbon and then from Lisbon to Valencia. Both flights operated by Tap Air Portugal. At the door of the first plane from Casablanca, they changed my tickets for others, thus changing the numbers of the seats, which did not put any problem. When I arrived in Lisbon, at the door of the plane they told me that I had to wait for all the people to enter and then see if I could enter. I went with another friend of mine and they left us out. We have the flights purchased since June 27. And they told us there were no places for two more people. They told us that we had to spend the night in Lisbon and fly today, September 4, which we didn't want because we wanted to get to Valencia on day 3. They didn't give us more explanations and hurried us to get us on a flight that was going to Madrid , since it was the only solution. For Barcelona, ​​it was all full. The flight from Madrid had its scheduled departure at 9.40. They put us on the bus that goes to the plane and once seated on the bus came a boy from the company and told us that we should get off because the flight was canceled at the moment. We all had to go down and climb the stairs loaded with suitcases because we didn't know when we were going to fly. They told us that we had to stay there that night. They told us that at 9.40 they would give us more information, that information was that we would fly at 10.30. At that time (10.30) we were all sitting on the plane, and when we were going to take off, they told us that there were technical problems and that we could not return for the moment. We finally left at 12.30 at night. Arriving at 1.30 in Madrid and after waiting for our bags, ours were not. When we were in Lisbon and they changed our flights to go to Madrid, instead of going to Valencia, they told us that the bags would change them and they would go to Madrid with us. But when they arrived in Madrid they were not. And without further explanation, we were not given any solution to get to Valencia. We had to look for how to return to Valencia, at that time there were neither trains nor buses, and we stayed at the airport until catching a flight with Aireuropa that left at 7 in the morning. Flight we have paid from our pocket: € 135 each. We arrived in Valencia at 8.25 and there were also no suitcases. We still do not know anything about the bags, they do not give us explanations and they only gave us two vouchers: one with € 6 to use with food and another € 450 to use with your company, which we will not do again after the treatment received. In Lisbon they told us that this money would be in cash, and not for their company. Everything has been lies after lies. We hope justice is done because these things cannot be done. ES: Ayer día 3 de septiembre tenía un vuelo a las 4pm desde Casablanca a Lisboa y luego de Lisboa a Valencia. Ambos vuelos operados por Tap Air Portugal. A la puerta del primer avión desde Casablanca, me cambiaron los billetes por otros, así cambiando los números de los asientos, cosa que no puse ningún problema. Cuando llegué a Lisboa, a la puerta del avión me dijeron que me tenía que esperar a que entrara toda la gente y luego ver si yo podía entrar. Yo iba con otra amiga mía y nos dejaron fuera. Tenemos los vuelos comprados desde el 27 de Junio. Y nos dijeron que no habían sitios para dos personas más. Nos dijeron que teníamos que pasar la noche en Lisboa y volar hoy, día 4 de Septiembre, cosa que no queríamos porque queríamos llegar a Valencia el día 3. No nos dieron más explicaciones y nos daban prisa para ponernos en un vuelo que iba a Madrid, ya que era la única solución. Para Barcelona, estaba todo lleno. El vuelo de Madrid tenía su salida prevista a las 9.40. Nos pusieron en el autobús que va al avión y una vez sentados en el autobús vino un chico de la compañia y nos dijo que debíamos de bajar porque el vuelo estaba cancelado de momento. Tuvimos que bajar todos y subir las escaleras cargados de maletas porque no sabíamos cuando íbamos a volar. Nos dijeron que alomejor teníamos que quedarnos esa noche allí. Nos dijeron que a las 9.40 nos darían más información, esa información fue que volaríamos a las 10.30. A esa hora(10.30) ya estabamos todos sentados en el avión, y cuando ibamos a despegar, nos dijeron que habían problemas técnicos y que no podíamos volsr de momento. Salimos finalmente a las 12.30 de la noche. Llegando a la 1.30 a Madrid y después de esperar a las maletas, las nuestras no estaban. Cuando estuvimos en Lisboa y nos cambiaron los vuelos para ir a Madrid, en vez de ir a Valencia, nos dijeron que las maletas las iban a cambiar de avión y irian a Madrid con nosotras. Pero al llegar a Madrid no estaban. Y sin más explicaciones, no nos pusieron ninguna solución para llegar a Valencia. Nos tuvimos que buscar como volver a Valencia, a esas horas no habían ni trenes ni autobuses, y nos quedamos en el aeropuerto hasta coger un vuelo con aireuropa que salía a las 7 de la mañana. Vuelo que hemos pagado de nuestro bolsillo: 135€ cada uno. Hemos llegado a Valencia a las 8.25 y allí tampoco estaban las maletas. Seguimos sin saber nada de las maletas, no nos dan explicaciones y solamente nos dieron dos vales: uno con 6€ para utilizar con comida y otro de 450€ para utilizar con su compañia, cosa que no vamos a volver a hacer después del trato recibido. En Lisboa nos dijeron que ese dinero sería en efectivo, y no para su compañia. Todo han sido mentiras tras mentiras. Esperamos que se haga justicia porque no se pueden hacer estas cosas.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCasablanca to Valencia via Lisbon
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"airline doesn’t give a damn"

(Spain)

Not Verified | Oslo to Madrid via Lisbon. 2 delays in 24 hours. This airline doesn’t give a damn about passengers - one hour delay gates doesn’t appear until 55 min before boarding and when you go to the boarding gate you're gonna wait another hour to the final check and finally pray that they'll not put you inside the bus and leave in there under the sun for another hour before entering the plane like it happened to me.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOslo to Madrid via Lisbon
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no