✅ Trip Verified
| To be honest, I’ve never flown with TAP Air Portugal because my flight with them was canceled due to COVID, but I have spent over 3 hours on the phone/on hold with them so far, which roughly translates to half of a trans-Atlantic flight, I suppose. And I feel that this time we’ve spent together is enough to justify this negative review. The long and short of it is, when I bought my tickets with TAP Air Portugal, I opted to pay an extra ~$100 for a refundable flight, and—despite that, and after waiting a month and a half—I still have not received my money back from them. Even if you purchase a cancellable flight (again, for more money), canceling through the website only grants you a flight voucher (good for one year only). In order to request a cash refund, you need to call them (nowhere was this mentioned when I bought my ticket, by the way; I had to call them to figure out this nugget of information). The phone number listed for the airline in many places is no longer in service; there’s a different number you need to call. Each phone call requires 30-60 minutes of hold time. I’ve been randomly disconnected from these phone calls multiple times. Most damning, each time I call, I’ve been told contradictory information. When I called on May 2nd to cancel my flight and ask for a refund, I was told that my request was submitted. Awesome. When I called back on May 18th, wondering why I hadn’t received it yet, I was told (for the first time) that I should wait a month to expect my refund, so I would have it by June 2nd. Then, when I called after June 2nd, again wondering where my refund was, the rep I spoke to tried to inform me that I hadn’t requested the refund until the 18th (even though the previous rep had confirmed that I requested said refund on the 2nd). This new rep also told me that I should wait a month to a month and a half beyond May 18th for my refund. The one consistent across all the reps I’ve talked to is that they won’t lift a finger to provide me any extra information. I’ve requested email messages to confirm what we’ve discussed. I’ve requested reps’ extensions in case I get disconnected (see above). Nothing. Whenever I hang up with a rep, I have to rely on their word that the information they've provided me is accurate. And at this point, I have little faith in that. In short, their customer service is some of the worst I’ve ever experienced. I understand that COVID is probably making things difficult for them to provide refunds promptly. However, I would be much more understanding if the company were open and transparent with me, instead of using misinformation as a delay tactic. I also believe that there are probably a lot of individuals out there that need the value of their flight refund much more than TAP Air Portugal right now. I’d definitely recommend steering away from TAP Air Portugal if you might need to cancel or rebook.