TAP Portugal

Not Verified | From the moment we checked in at Heathrow to the moment we got back a week later it was flawless. Perfect service, food, timings no lost luggage which we put on at Heathrow and did not have to collect it again until the final destination. The aircraft were modern and well equipped. My only complaint is on the A320 for the short flight, the leg room was poor but I guess you get what you pay for. My advice is when you fly with TAP like any other airline make sure you read the baggage rules, they are straightforward and simple but may differ from other airlines. The hassle I saw other customers having was because they had got it wrong and were trying to blame TAP and the customers were being unnecessarily rude! This airline was very good.

Not Verified | Worst ever experience with an airline. 4 delayed planes, 2 missed connections. Making us run to catch the next connection. Complained and no reply, Avoid!

✅ Trip Verified | Avoid them at all costs. We had the worst travel experience of our lives with them over 2 years ago, in November 2021. Our flight to Toronto got diverted to Montreal because they didn't have enough fuel on their plane to make it to Toronto. The pilot eventually timed out while we waited 3 hours for refueling on the Montreal runway. 7 hours later they finally had us to a hotel (at 4am). They were unreachable by phone, and had no flight to get us home to Toronto. The refused to fly us standy on another airline. They wanted the whole flight to go together but they now had no crew. 36 hours later we finally had to take a bus home. Absolute nightmare. 2 years later and we still don't have the refund and compensation we are entitled to. They're unreachable by phone and email and have abysmal customer service. Absolutely avoid at all costs, unless you want to be stranded in a city that wasn't the destination you paid for.

✅ Trip Verified | I’ve forgotten how bad it was before and after many years not flying with them hoping that things have changed! They didn’t. Ground force at Gatwick airport very limited (took me over ONE HOUR to dispatch a suitcase! Detail: I had 10/11 people ahead of me! Flight was meant to depart at 10:15 and at 08:36 I got a message saying that my flight was expected to depart at 11:35 (1:20 minutes late… so far). A classic from this poor company. Never again!

✅ Trip Verified | This airline is terrible. I fly quite often and stuff happens. Today stuff happened to me. In the past I have been able to contact an airline and at least move the flights for a fee which I could reclaim from my insurance. TAP Portugal did not have ANY representatives at Manchester airport, so there was nobody to even begin a discussion with. I got caught in a road closure - totally not the airline's fault - but read the fine print because they will not help you when there is trouble, they will say they have your money and owe you nothing. They also have a ludicrous policy of cancelling your return flight if you miss your outgoing flight, which makes no sense whatsoever. I have had the most stressful experience with this airline, I would never even try to fly with them again. Thank goodness for travel insurance!

✅ Trip Verified |   Quite easily the worst airline I’ve ever flown with. I had two flights with TAP and both flights were delayed. The second leg (Lisbon - Toronto) was close to 3 hours delayed. We started boarding and 10 minutes into the process, boarding stopped. No one told us what was going on. We were stuck in between the gate and the plane for almost 20 minutes until we learned from fellow passengers that we had the option to either wait in the gate or de-board and go back to the waiting area. There was 0 communication from the staff about anything; we only knew about updates from other passengers or by directly asking the ground staff. The ground staff at Lisbon airport were extremely rude, constantly displaying deplorable behavior towards passengers. To make matters worse, the airline decided to leave all checked-in baggage behind in Lisbon — all 150+ passenger baggage, including the crew’s. We didn’t find out about this until the captain made an announcement as we were taking off. Even the excuse they gave for leaving all baggage behind seemed disingenuous; I wouldn’t be surprised if they were lying. This meant that hundreds of passengers had to go to a tiny lost and found desk at Pearson Airport past midnight to make a claim to get their bags delivered home. I ended up getting my bag tagged incorrectly which means I almost lost my bag for good — it was a miracle I got it back. And I only got it back because I went to the courier warehouse to find it and pick it up myself SECONDS before it was whisked away on a truck to be delivered who knows where. There was no mention of compensation or anything to make up for the days with no baggage. I am planning to submit a claim to get reimbursed for the essentials I had to buy for the first two days, and while I’m hopeful I’ll get a response and a resolution, I’m not counting on it. I don’t understand how this airline is still in business. I have now made it a point to actively tell others to never even consider flying with this airline. TAP, get your act together.

Not Verified | I was SUPPOSED to go Marrakech December 1-8, but am I there? No, I am not because TAP is the WORST airline in existence. Do not be seduced by their low airfares; they are low because they are terrible and will thieve from you. Trustpilot rating 1.2, an "F" rating on Better Business Bureau and oh...a November 2022 consent decree and fine (not a large enough one!) by the US Department of Transportation for "deceptive" business practices and continually refusing to refund or massively delaying refunds when they were due. NONE OF THIS BEHAVIOR HAS CHANGED SINCE THEN. Google it - you can see exactly what I'm talking about. There are recent reviews after recent reviews on multiple websites about this. I purchased tickets back in April for two different trips: Marrakech via Lisbon 12/1/23-12/8/23 and Rome via Lisbon 1/10/24-1/17/24. In October, I got a scheduling change notification for Marrakech. My outbound transatlantic flight was moved up 2 hours (inconvenient but doable) my homebound transatlantic flight was moved up 4h55m and now leaves BEFORE my connecting/originating flight from Marrakech even lands in Lisbon! Contrary to what their (buggy) website says, there was NO link in my email notification allowing me to make an edit to reservation. I had to call in. The background noise in the service center is terrible; oftentimes you have to YELL to be heard. Some of their agents have less grasp of the English language than they should given that they need to service English language speakers. No one you talk with has any ability to assist you - they keep directing you to their poor website. I was told by the agent that they could try to rebook me given the major schedule change - one that AGAIN is now impossible to actually do. Except they couldn't; and I got zero communication from them that they couldn't. I called back, and was told there were no other direct flights from Lisbon to Chicago same day. They also refused to just let me stay the night in Lisbon and try the next direct the following day- saying I was "booked as a connection". What they wanted me to do was stay an extra day in Marrakech, fly to Lisbon, STAY OVERNIGHT, then leave the next day. So two whole extra days! And what about the whole "you were booked as a connection"?! I declined because that's ridiculous. Per US DOT regulations, that entitles me to a FULL refund because of their craziness. The wanted to charge me $45 to do the refund over the phone instead of on their website. Their website that doesn't have an option to describe my scenario. It wasn't an outright cancelation, but it was also not anything voluntary on my part. I was directed to choose my flight was canceled. I did so, and then they only refunded me the taxes saying "I canceled before they did" and "the change was under 5 hours". WTF?! It does not matter if the change was UnDeR fIvE hOuRs because the flight out of Lisbon leaves before my flight from Marrakech even gets there! The journey is literally, physically impossible to complete! I have called and spent HOURS on the phone with increasingly stupider people. I have filed multiple complaints including with the US DOT. I requested a charge back with my credit card company. After the mountain of evidence I supplied my credit card company, they reversed the remaining charge. Do you know how hard it is to convince your credit card company that a charge should legitimately be reversed?

✅ Trip Verified |   On my flight back from Lisbon to Miami, TAP Portugal personnel made me check my carry-on luggage at the gate despite my carry-on's weight was 10.0 Kg. They said because my back pack had 4Kg. I had to check my carry-on, for Euros 125.00, where is the logic on this. If I had 2 extra Kgs, charge me for 2kg. I have flown 8 times with TAP in the last 13 month but If this is the way TAP conducts business, I will never fly TAP again.

✅ Trip Verified | TAP Portugal is the worst airline with horrendous customer service. We booked a flight directly on Tap's website. We received the confirmation. We then called to add an in-cabin pet and were informed that our ticket was actually not approved. WHAT? We paid, and had a confirmation, please explain. I was informed that their site provided the wrong price because price fluctuates as passengers book tickets. So, although you think you're looking at pricing and flights available, it's incorrect so they don't actually finalize your ticket. However, you would never know. You don't get an email. There is no alert. Look at reviews and you see evidence of this...people needing to pay more when they get to the gate. Luckily I found out because I happened to call about needing to add something. The agent informs me that they only way to confirm my return flight is to pay an additional $900!!! Or they can 'refund' me (it was a non-refundable ticket) just the return flight. They will not refund me the entire ticket even though this is a TAP Portugal glitch. My daughter booked her return flight to mimic our flight and her ticket is also invalid. She has to pay additional money as well. They say there is no other remedy. This is the WORST customer service ever. How is it a customers fault that their website has incorrect pricing? How is it possible that they lock you into a flight because you think it's what is listed, only to find out half of the ticket it incorrect. There is no remedy but to pay $900 extra.

✅ Trip Verified | Pricing of a full service Airline, performing like a low cost carrier. Seats were extremely close together and the backrests cannot be adjusted - they bought new airplanes with the worst possible interior. On a 3,5 hours flight was not even water offered besides the sales offerings. The staff preferred to play with their mobiles than taking care of the passengers