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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1/10

"Terrible customer service"

(Norway)

Trip Verified | TAP cancelled my outgoing flight without giving any notice at all. Because I went in to select a seat, I noticed one leg was cancelled and replaced by a flight 7 hours earlier. I missed half a day of work having to leave earlier. Luckily I could still actually go. I filed a complaint for EU compensation which they relatively quickly agreed to. However since then I have heard nothing for almost 4 months. Repeated contact with customer service only results in standard answer, and no 3 weeks without response at all. Terrible customer service. I don’t trust them for a second trip after this, ever.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOslo to Lisbon
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"a very pleasant experience"

(Canada)

Not Verified | Toronto to Lisbon. My wife and I booked our tickets to Portugal early this year. In late July, before flying with TAP (in August) I decided to come to this website to see the reviews. To my dismay, they were pretty dreadful. I was pretty anxious and frankly really second guessing my decision. But what could we do the tickets were booked. I wanted to let people know however that we had a very pleasant experience with TAP. The staff were friendly. The plane was very clean. Sure the cabin was mighty chilly (extra blankets were cheerfully provided) and the food wasn't anything to write home about (I've flown numerous times over many decades, and most airline food is poor - so this is no surprise). But, and I must emphasize this - the overall experience on both outward and return flights was absolutely fine. It is for this reason that I was determined to counter balance some of the more alarming reviews I had read. Something that I thought that TAP did well with was calling out those folks who had no carry on bags to store in the overhead bins first (before regular boarding begins). This ensured that folks with carry-on could find space. This was something that worked very well and eased the anxiety of many. The seats were modern and the inflight system pretty darn good. This was an international flight and I can't speak for domestic routes or routes in and around Europe. But for those who have booked Toronto to Lisbon, the flight was fine.
Type Of TravellerCouple 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
yes
3/10

"definitely be my last with them"

(Australia)

Trip Verified | I flew in business from Sao Paulo to Milan via Lisbon. My bags got lost somewhere on the way and in Milan they have no representatives, so clearly they use a handler. The fact that I flew in business did not make any difference at all when it comes to service, I was not given contact details regarding getting updates on my bags, nor contact about how to get reimbursement for the money spent while we are without luggage. I called many numbers I found online, but I was never able to speak to anyone responsible for the luggage/lost and found services. I contacted them on Twitter and they said "we'll let you know, we'll let you know..." As of today, I haven't received any update, I'm now back in Australia and no one of TAP has been in touch with me, my whole trip to Italy has been without luggage. This is by far the worst experience I have ever had with an airline, or in general with a company, the fact they can afford not to speak to anyone and give any update, and still have people spending money with them, is amazing and worrying at the same time. This was my first time, and it will definitely be my last with them. They will hear from my lawyer.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSao Paulo to Milan via 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
4/10

"Poor customer service"

(United States)

Trip Verified | Lisbon to Chicago. I paid to select a window and aisle seat but was reassigned middle seats on this flight. It seemed reasonable that TAP would refund this cost, but they were hard to contact, slow to respond and eventually informed me that paying for a seat selection is no guarantee that I would get the seats that were selected. Poor customer service is the best way to describe how they handled this easy to fix situation.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLisbon to Chicago
Date FlownJune 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
2/10

"Avoid this airline"

(Germany)

Trip Verified | Marrakesh to Munich via Lisbon. To make it short: Avoid this airline for delays and related issues! On my way to RAK, TP outbound flight MUC-LIS was delayed so that I couldn’t get my connecting flight LIS to RAK. Luckily the friendly handling agency rebooked me with LH via MAD and IB to RAK. I wanted to give TP a second chance with my return flight RAK-LIS-MUC. Flight RAK-LIS delayed by 1.5h due to late inbound flight. Could catch the connecting flight in LIS to MUC with running but my luggage got stuck in LIS. Not to mention that my flight LIS-MUC was delayed as well Apart from notorious delays nice inflight Service with good food on European services in Business and pretty new aircraft (0.4 years old A320 neocon LIS-MUC. Overall- avoid this airline especially with short connecting time in LIS. Consider everything below 2hrs as short.
AircraftA319/320
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteMarrakesh to Munich via Lisbon
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst flight experience"

(Canada)

Trip Verified | Faro to Lisbon. TAP Portugal is hands down worst flight experience I have ever had. They cancelled our flight day of without a notice email or phone call and when asked what is the next step they had zero information for us. We spend an hour at our airport trying to figure out what was going one without any help or explanation! We decided to take a taxi from Faro air port to Lisbon to catch our connecting flight back to Toronto. This cost us 400 Euro ( we were told airline would reimburse us for this cost!! hasn't happened yet) once we arrived to Lisbon we checked our bags and printed off our tickets for flight to Toronto and were denied entry into boarding area because the tickets that were printed were for the next day and not our day of travel! TAP decided to go ahead and cancel our original flight and sell off our seats once again without notice or permission!!! We had to jump through hoops to manage to get back onto our original flight and did so just in time. The whole time we were being told there was no room on flight and we would have to take the flight the next day. We refused to accept this and finally got onto our flight. To add insult to injury once on our flight we noticed at least 8 to 10 empty seats in our section of plane ( not sure why they told us there was no room) I assume TAP likes to cancel peoples flights and then sell off original seats to other passengers for additional upgrade cost. Once we arrived to Toronto airport after our worst day of travel ever, we found out our luggage was not on our flight and was now lost! This airline and it's employees were horrible to deal with, zero help at any point of our travels. We were handed complaint cards with an e-mail address on it and told to contact it when we got home and we would be reimbursed for everything. Well we have been home for 2 weeks now and have yet to receive any compensation for any of their mistakes and I have sent over 8 complaint e-mails and only one was replied back too offering me a voucher for a small amount towards a flight with their airline that can be used only within the next year. This is not the reimbursement we were promised by TAP staff in the airports, we were told we would get full cash compensation. No TAP staff has replied back to me now in over 6 days.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFaro to 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
no
1/10

"Worst flying experience"

(Spain)

Trip Verified | Ponta Delgada to Madrid via Lisbon. Worst flying experience in my life. Flight from Madrid to Lisbon delayed more than 2 hours and lost the second flight to Azores. Queuing for 6 hours at TAP counter just to be offered a flight to Azores two days later. Hotel in Lisbon booked and paid on my own for those two nights. They just said to upload the receipts in their website and they would review it. In Lisbon I couldn't even get my baggage since they lost it. The following day, in Lisbon, I had to go back to the airport to pick up my baggage, queued and waited for over 6 hours just to be told that they had lost it. Went back to TAP counter and the man there started yelling and shouting at me saying he had no idea about lost baggage. Shouting at a customer is something I had never seen in my whole life. Finally the baggage arrived in Azores 4 days later. The flight to Azores was also delayed more than one hour. Flight back from Azores delayed more than 2 hours and lost again the second flight to Madrid. They offered me a new flight on the same day at 21.40, which was finally delayed more than 1.5 hours. It takes more time to go to Japan than to Azores.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePonta Delgada to Madrid via 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
2/10

"behaving as a low cost airline"

(United Kingdom)

Trip Verified | London to Lisbon. I'm writing this review even before flying as my experience so far as already not great, and I just only check in. Hope the rest of journey will be more pleasant. I use to fly with TAP always as I moved from portugal to the uk, as my country airline. I stopped few years ago and feel made a mistake buying this fortunately one way ticket. TAP is now behaving as a low cost airline, but with no low cost prices! Tickets are expensive to start with and then you have to pay for bag or buy even more expensive ticket to include a bag. I knew and ok. Now at check in I could change my seat without paying extra - one if reason I had stop as we stop being able to book before check but at least we could change the seat for free at check in. Now it is only paying and not cheap either even for less wanted seats! At finishing check in I see that I can not have a boarding pass either - not available to add to your phone app. I am told I need to go waste my time and damage the environment more by having to collect/ print in paper the boarding pass at airport! Overall so far it is a disappointment. Just hope I don't have more reasons to regret it tomorrow. I will again stop flying TAP. They need to decide if they are low cost than behave totally as one and lower basic air ticket prices!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Lisbon
Date FlownAugust 2019
Value For Money 12345
no
4/10

"Nightmare from start"

(Australia)

Trip Verified | Porto to Milan. Nightmare from start. Single check in line at Porto with two open counters for any flight in a busy European summer early morning flights. The girl at the counter had no idea how to do any operations on their system. Also, for the first time in my life my bag got lost. It did not board the plane, due to a check in error by the same person that did not received proper training. At Milan did a formal complain with the ground personnel which confirmed the bag was still at Oporto, there was 2 flights available the same day shall get to me same day. Also called Tap straight away same answer. Hours go by no notifications. Decide to call again Tap, after 20 mins waiting, they now do not know where the baggage is any more, it disappeared. 1 Week in the Mediterranean coast supposed to be a dream turn into a nightmare. No clothes, no phone chargers, my partner make-up and hair care gone. No money compensation. No apologies. No communication. I travel for work a lot, all around the world with more than 20 intercontinental flights a year, I am a Qantas Platinium never in my life experience so bad customer service and management. Definitely need to train their employees better. The problem was pretty easy to solve 4 direct flights within 24 hours between the same destinations... Nothing happened. Every call a different employee telling me something different. To avoid flying with. Just check how many baggage complains you find here.
AircraftA319
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePorto to Milan
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"They need to step up their game"

(Portugal)

Trip Verified | Cabin crew looked tired and miserable as if they were being forced to work, without the usual friendly demeanour. For the rest, it was an uneventful flight with a delay at departure, typical of TAP. Nice wrap with an arabic touch: chicken, couscous and mint. They need to step up their game if they really want to be an European player in aviation. For the more than 400 hundred euros I paid for these domestic flights of an hour and thirty minutes I expected much more.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFunchal to 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
no