✅ Trip Verified
| Very bad experience on my first time flying with TAP! My husband and I were returning from Salvador (Brazil) on the 4th October 2018. We arrived at the airport 4 hrs before our flight only to find out it had been cancelled (no email or message had been sent to us to inform this). We were one of the first to arrive in the airport, and joined what it seemed to be a small queue (which became huge after half an hour) as there was only 2 TAP attendants to reschedule everyone's flights. As you can imagine the queue was moving extremely slowly and we realised it would take ages for us to speak to someone. We called customer services in the UK and they offered us a route back to London with 3 connection flights, including a sleep over and 6+ hours of delay on our arrival, which was not an option for us. Seeking for an alternative, my husband approached Air Europa on a booth just next to TAP and they said they still had a considerable amount of seats available on their next flight to London, which was due to leave Salvador within the next 60'. They mentioned TAP could relocate us, and other passengers to this flight, but unfortunately, with only 2 staff available, TAP wasn't being able to actually process the relocations. Air Europa checkin would close within the next 20' and so we had to make a decision fast. We waited for another 10 minute, there was still 5 people in front of us at the queue and so we decided to purchase two seats with Air Europa, paying from our pocket. The family that was just in front of us on the queue said they could not afford so buy tickets for the whole family and so they waited in the queue. They told us later that when their turn finally arrived, they mentioned the Air Europa flight and were issued the tickets but, unfortunately not quick enough as as soon as they got their tickets in hands the checkin had already been closed. Air Europa flight was fairly empty and I wonder how many people TAP could have put in that flight if they had been more efficient. Arriving in London we made a claim through TAP's website for compensation (€600). After a few weeks we heard back from TAP asking for us to provide our personal and bank documents so they could process the payment, which we did straight away. On November 15 we received an email confirming they would proceed with payment, according to the Regulation (EC) No 261/2004, but since then we haven't heard back from them (nor have received any compensation). Since then I have spoken to various TAP customer service attendants on the phone, and all of them say they cannot provide any information about the payment, only that it has been approved and that will be processed at some point. I also sent several emails, with no response. It's been 7 months now since our flight was cancelled, and 6 months since we received a confirmation that payment had been approved, but we haven't seen a penny yet. Speaking to customer service is useless as all they repeat is that they do not have this piece of information, and are vague on all of their answers. I would definitely not fly with them again!