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 1510 reviews
4/10
3 star Skytrax Rating
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1/10

"treatment and help was very bad"

(Thailand)

Trip Verified | Lisbon to Nice. I forgot a ebook (kindle) in the pocket of the front seat, which is of course my responsibility. One hour later after I realized it, I tried to call them so many times but they said the office was close on weekend, and to call back on Monday. On Monday i called but they made no effort to help me. Normally the cleaning staff is supposed to check every pocket and check forgotten items at the same time. Nevertheless, in some case, they don’t have much time which is understandable. So i asked them to contact the person that was seated to my seat after me, but they didn't want to help me and they hanged the phone. It shows really the behavior of a cheap airline, not customer focus, where staff are not keen to do the extra miles to help customers. Overall i don’t recommend this airline where the treatment and the help was very bad.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLisbon to Nice
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"never fly with TAP again"

(United Kingdom)

Trip Verified | Lisbon to London City. My choice of airline was merely due to the fact that I could depart and return from City Airport. As far as I understand TAP is the national Portuguese air line company and as such (exactly like BA, Air France and so on) it costs a bit more but the customer is happy to pay a bit more because of the quality of the service. Well, I was shocked when I realised that on the flight London/Lisbon and back they don’t provide food for vegetarians (and they hadn’t run out). It’s a 2.5 hours flight but there is no food available for vegetarians. Not even a bag of crisps. Not even for sale. The only option available is a chicken seeded roll. This means that all the people that are allergic to nuts are not provided with food either. And again, the sandwich contains cheese, people who are allergic to dairy are left with no food either. I think that in 2018 this is ridiculous and I will never fly with TAP ever again and I will not recommend you to any of my colleagues or friends. You really should be ashamed and you are not representative at all of the beautiful, welcoming and friendly country that is Portugal.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLisbon to London City
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Avoid if possible!"

(Belgium)

Trip Verified | We were supposed to fly with TAP from Lisbon to Brussels. Upon check-in, we were told that the flight was overbooked by 14 (!) persons, although the company was still selling tickets on-line for the same flight. Also the other two flights to Brussels were overbooked, as TAP apparently overbooks ALL of its flights by 10%. A solution proposed by us (flying with partner organisation Lufthansa 30 minutes later via Frankfurt) was denied, as we first had to wait before our own delayed airplane had departed before they could rebook us. By that time also the Lufthansa flight had taken off. Hence we had to stay overnight, but the main problems only occurred when we had to contact the rude TAP-staff at the airport. It took us 4h to receive the hotel / food vouchers and the compensation according to the EU regulations (initially they only wanted to provide TAP-vouchers, only after reading out at loud the regulations they became somewhat more lenient). All in all, it's like flying with a low-cost carrier, but for a far higher price. Avoid if possible!
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLisbon to Brussels
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline I have ever used"

(United Kingdom)

Trip Verified | London to Dakar via Lisbon. The worst airline I have ever used. Customer service non-existent! The lack of customer care and transparency is appalling. I have been trying to receive a compensation for 6 months, but the airline would not even follow basic EU laws in accordance to the EU Regulation (EC) 261/2004. TAP failed completely in providing us with meals and refreshments in a reasonable relation to the waiting time. On April 13, I was informed at the check-in, lest than hours before departure, that my flight was cancelled. All passengers waited until midnight to be put on a bus and dispatched to various hotels. The hotel I ended staying at was slummys. In the meantime, I was not contacted by the airline to let me know what was going to happen next. On April 14, we were transported back to Dakar airport at 2pm where we found out that the rerouting had not been done yet. We got told to wait for the system to update the rerouting for all passengers. We were all supposed to board on the 5pm flight to Lisbon, but a dozen of passengers, including myself, were denied boarding despite the numerous seats available. TAP failed in offering free of charge two telephone calls, telex or fax messages, or e-mails. After I was denied boarding, I was forced to wait for 6 hours in Dakar airport, time during which we received no assistance from your company. I asked several times to receive the two free phone-calls but I was denied this assistance. TAP failed in providing us with meals and refreshments in a reasonable relation to the waiting time. During the six-hour wait, we were not given any food or water, despite our several requests and families waiting with young children. TAP did not contact me in any way informing of the new flight/re-routing; not one email apologising for the cancellation or the inconvenience caused. We were forced to sit on the floor for 6 hours, with no access to the internet. TAP failed to provide me with a rerouting to the final destination at the earliest opportunity or, if I prefer, at a later date. In effect, the only re-routing offered was extremely inconvenient as it was forcing me to fly 48 hours after the original flight, via Paris and Brussels, including another 7-hour waiting time at Brussels airport. I had to pay 345 Euros to take a Eurostar train from Paris to London. I request the entitled compensation of 600 Euros and my Eurostar ticket fully reimbursed given the numerous failures to meet EU regulations.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Dakar via Lisbon
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"staff was kind and helpful"

(Canada)

Trip Verified | Paris to Bucharest via Lisbon. After the nightmare experienced with Icelandair, TAP airline made my day. The staff was kind and helpful. They offered a great meal with choices of alcoholic and non alcoholic beverages. Time to time they checked on passengers if they need something. Great job TAP! The services that I received made my mind to have my next vacation in Portugal.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Bucharest via Lisbon
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"they looked after everything"

(Australia)

Trip Verified | Valencia to Casablanca via Lisbon. Our flight was delayed so we missed our connection. They arranged everything ahead for us, including a 4 star hotel overnight with meals, hotel transfers, airport meal vouchers and a flight the next day. Our luggage went straight through so we didn't have to check in again. Great experience, they looked after everything and would use them again!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteValencia to Casablanca via Lisbon
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"recommend this airline"

(Germany)

Trip Verified | Köln to Lisbon. A good experience with Tap. Unusual huge legroom with a 2-2 seating. Crew polite, helpful and very professional. Meal service is a roll and a small bag either salty crackers or sweet cookie. Complimentary beverages are served including wine as alcoholic option. Flight on time. Excellent price for value and definitely recommend this airline.
AircraftE190 / 195
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKöln to Lisbon
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"customer service nonexistent"

(Finland)

Trip Verified | Helsinki to Porto via Lisbon. My checked baggage was damaged and lost on the way from Helsinki to Porto - only one piece of three came through to the final destination at Porto. We had baby strollers and a cabin sized bag and a camera tripod tied firmly into them with cargo straps, but somewhere on the way (presumably at Lisbon) someone had removed the cargo strap and the cabin bag and simply left them out. Upon arriving at Porto airport I filed a lost luggage complaint, which was marked as resolved closed by Groundforce the next day without ever delivering the bag to me - the camera tripod was however found and delivered. Hours of calling around did not get us anywhere - Groundforce says they cannot reopen the lost items ticket even though they made a mistake closing it and it is now TAP Air Portugal's responsibility. TAP Air Portugal initially refused any responsibility but eventually advised to make a complaint of the lost luggage - which we did. It turns out the airline does not proess these complaints, or it may take up to year to do so - during which time nobody is looking for the bag and it might end up sold in an auction before anyone even reads my complaint. Nobody at the airport will look for the bag without an open lost items case and nobody cares enough to reopen my case or open a new one and thus my bag seems to be lost forever because of the process and TAP Air Portugal's complete lack of interest towards customer satisfaction. I did not get my preordered vegetarian on the flight either - the cabin crew just said they were not informed such an order had been placed, although I was able to produce a confirmation from the airline stating it had. So their internal communication is a mess. On social media they just repeat how they will respond as soon as possible or are waiting for a reply from the proper department - in my case for over two weeks now - so if even their internal communication in simple issues takes weeks, one can only guess how bad the situation really is. Long story short - flights often delayed, customer service nonexistent. Your best bet: Take Another Plane, as people say on their Facebook page.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHelsinki to Porto via Lisbon
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
8/10

"it was not a bad flight"

(United Kingdom)

Trip Verified | Gatwick to Oporto. For a short haul flight of just over 2 hours it was not a bad flight. Check-in at LGW was easy. Boarding was orderly and on time. The seat configuration is 3+3. The legroom is not too good but this was a short flight. There was no conventional type in-flight entertainment. The meal served was a roll with a choice of drinks including wine. As I said before it was a short-haul flight.
AircraftA319
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGatwick to Oporto
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"my hand luggage is not here"

(Germany)

Not Verified | Worst experience ever. Just at the airport in Lisbon and my hand luggage is not here. Normally this type of bag should stay in the plane but they didn’t have enough space to carry all the hand luggage so they took mine away and now it’s lost. Pretty unorganised airline, I would recommend it at all.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to Lisbon
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no