TAP Portugal

✅ Trip Verified | Warsaw to Lisbon. I was flying with my ferret that according to TAP can only fly in the hold because "only dogs and cats can fly in the cabin". This is to ridiculous considering a ferret has a pet passport and is smaller than most both cats and dogs. I am writing this review to warn people when travelling with TAP. After landing, I first had to wait 55 min before picking up my animal and second I noticed that his drinking water was frozen. I confronted people at the airport of Lisbon but no one cared or tried to help me. I wrote a complaint but get to reaction. When calling them they first send me from one person to another and then simply put me on hold for 45 min. I am now on the phone (for the 4th time) trying to bring my ferret back home in the cabin and no one wants to help me out (I was told by tap ground crew members that they even let rabbits fly in the cabin). So bottom line, TAP don't care and don't want to help.

✅ Trip Verified | Boston to Marrakech via Lisbon. I experienced significant delays, cancellations, and unexpected fees on all segments of my round trip on TAP Portugal. I am primarily disappointed by TAP’s disorganization and lack of professionalism in resolving delays and cancellations, rather than the delays and cancellations themselves. My flight from Lisbon to Marrakech was delayed for over 4 hours with no explanation or apology. The airline did not inform us that our flight would be delayed until its originally scheduled departure time, and they did not give an estimated time for departure until the flight was already delayed by 2 hours. Even after they allowed passengers to start boarding, they made priority boarding members (elderly, children, families, and people with disabilities) wait on a crowded bus in between the gate and the plane for over 20 minutes because our plane was still not ready. I thought I would be allowed to take one free checked bag, according to the TAP website (traveling from the U.S. to Morocco). My friend who arrived a few days later than me also traveling from the U.S. on TAP was allowed one free checked bag without question, but for some reason, I was required to pay a fee of $90 for my checked bag. I submitted a complaint after my flights to Marrakech but received no response. I also paid a total of $100 for my round trip seat selection, only to have my selected seat changed unexpectedly on the way back from an aisle seat next to my travel partner in a row of 2 seats to a middle seat in a row of 4 seats, 10 rows in front of my travel partner. On outbound leg of the trip, my travel partner also paid an extra fee for an Economy Comfort seat only to show up to the airport and be assigned a regular Economy seat. When I arrived to the airport 2 hours before my return flight from Marrakech to Lisbon, we were informed by other passengers that our flight to Lisbon was canceled. At no point did we ever receive any electronic updates from TAP or in person communication from a TAP representative about our canceled flight. There was no explanation or information about rescheduled departure times. We had to wait for over 2 hours in a customer service line to rebook our flights. TAP is also not certified for U.S. pre-check or Global Entry, a minor convenience compared to the rest of my travel difficulties with TAP Portugal. I will never take this airline again - if I am ever given the choice between a less expensive fare on TAP Portugal and a more expensive flight on any other airline, I will take the other airline over TAP. I have never experienced such disorganization due to a delayed or cancelled flight before.

✅ Trip Verified | Geneva to Sao Paulo via Lisbon. I was definately not expecting a higher level service as in some more high end airlines but I was surprised in many ways. Check in service overall very fast end efficient. The crew on the flight from Geneva to Lisbon was the nicest and smiliest I have ever seen in an airpline. Boarding process not without its troubles but overall more organized and faster than other airlines - they don't call you to board and keep you waiting oin line. On both flights they called us for boarding and ze boarded. I was assigned extra legroom seats on both flights and they were fantastic: felt wider than average and great leg room, plus support for the feet. Entetainment on board was excellent with very recent premieres. Finally, I ordered gluten free meals and had them served without questions, food was quite good and in very good quantity.

✅ Trip Verified | Rio de Janeiro to Gatwick via Lisbon. If you are flying TAP do not put anything under the seat in front, no matter what they say! My wife and I boarded a flight from Rio de Janeiro. We were one of the first on and my wife placed her coat and hat under the seat in front. Unknown to us, a late-arriving passenger then spotted the items and called a stewardess, who - without asking if they belonged to anyone - took them off the plane! We did not realise what had happened until we arrived in Lisbon. The stewardess was surly and unhelpful, implying that we should have heard and understood the (Portuguese) conversation taking place in the row ahead of us. TAP have since located the items in the lost luggage at Rio de Janeiro airport but are insisting that we organise and pay for a courier to have them returned. Every time we contact TAP they insist that we must have lost the items in the airport, so every time we have to explain again the sequence of events. The fact that the stewardess thought that the items had been left by a passenger on a previous flight also shows that security standards on TAP are lax as clearly their planes are not checked properly before passengers board.

✅ Trip Verified | Zurich to Fortaleza via Lisbon. The first leg ZRH-LIS was operated by SWISS. As I was unable to check-in online (nor on TAP website neither on SWISS – “your booking reference could not be found, please go to the check-in at the airport”), I had already a bad premonition concerning this trip. Arrived at ZRH I tried the check-in machine – same result. I had to go to the check-in helpdesk counter. After 20 minutes queuing, the lady told me: “Your ticket is in the system but not cleared by TAP for check-in” and involved the supervisor. I have to say, the SWISS staff was very attentive trying to solve the problem, the supervisor was calling simultaneously on 3 lines. Only TAP was not reachable. 30 min before departure he managed to “enable” my ticket and I ended up running to the gate to catch my flight and praying my luggage would make it too. Arrived at LIS I had to notice that my flight LIS-FOR was delayed from 16:35 SDT to 19:10. At the gate no explanations for the reason, no excuses, no information, that the flight will be operated by a 20 years old Hi Fly Malta A340. After some postpones without any explanation we took off with a delay of more than 5 hours. There was a huge confusion at the gate and in the plane because the most of the fellow travelers have been re-seated. In the plane was no entertainment available, not even music. And as I asked for the second beer, it was refused – “the alcohol consumption on board is limited”. We arrived at 03:00 AM in FOR, the immigration procedure took 1,5 hours with only 2 counters open. I’ve been flying TAP already for more than 20 years and have the impression, the service and the staff mind is getting worse and worse. TAP is in fact a monopolist on the routes to the secondary hubs in Brazil like FOR, REC, SSA and exploits the situation neglecting the service. My flight was not a cheap one: 1200 EUR. It seems the general mind of TAP staff is “I don’t care”. So I am very lucky KLM and Air France are going to start as from April 2018 new connections from Amsterdam and Paris to north-east of Brazil.

✅ Trip Verified | I bought a flight ticket at TAP Portugal from London to Maputo, having a long time stop connection flight around 12hrs in Lisbon, in which it was ok for me. I paid £575. However, I had no luggage allowance, anything, and they made me pay around £70 to take a 23kg luggage, this is something I have never seen before and I think it’s an absurd and disrespect with customers, how the company expects someone to travel a long distance, over than 10 hours without luggage, plus when you go to buy the flight ticket it doesn’t show clearly that a customer has to buy allowances to get a luggage.

✅ Trip Verified | I was traveling alone on a long overnight flight from New York to Lisbon (after a 12hr layover) and so prepaid an additional $30 to preselect a window seat so I would be more comfortable. However, when I got on the plane, my assigned seat was a middle seat. I reported the issue and requested a $30 refund via their website soon after the flight. 2.5 months later I received the following response: "According to our records you pre-selected and paid for seats 26J and received upon check in and on board 26F. As the seats you were assigned share the same characteristics and value as the seats you had pre-selected and paid for no refund is due." This is bogus. The seats do not have the same characteristics. For most people, the most important characteristic is whether the seat is aisle, window, or middle. Basically, they stole from me. Terrible policies and customer service.

✅ Trip Verified | Flew TAP Portugal from Lisbon to London Heathrow. Firstly this airline has no vegetarian options. The ground staff and flight crew are not very welcoming and it is as if they are reluctantly taking us on their aircraft free of charge. The airline managed to damage our bag and we claimed a replacement. The number on the form was for Lisbon however it stated (UK national number). Be careful of this airline. Try to avoid.

✅ Trip Verified | The flight from Berlin was delayed by an hour or so although it was the first morning flight, and the aircraft had been there all night. The breakfast offered in business class was very tasty but a bit undersized, but it was served with a smile. The big disappointment came at Lison Airport. The newly opened TAP Exercutive Lounge is closed from 7 to 23 December. These things can of course happen, but that TAP was unable or unwilling to make arrangements with ANA, the operator of the airport lounge, at its hub in Lisbon to provide for their premium customers is a disgrace. The people at the TAP transfer desk themselves were very doubtful whether TAP would refund the money we would have to pay to enter the ANA Airport Lounge. Luckily, because of the delay of the previous flight, boarding for the flight to Las Palmas began soon, and we could survive without lounge visit. The flight departed right on time. The service on the flight to Las Palmas was good. The return flight started with a 75-minute delay which, eventually, became a 150-minute delay as the aircraft needed a new slot at Las Palmas. The service on board was good again. The delay, however, meant that the original three-hour transit time became a 40-minute transit time in Lisbon. Luckily, we were picked up by ground crew and brought straight to our departure gate in a limousine. The flight to Berlin took off punctually again and even landed in Berlin approx. 40 minutes ahead of the regular arrival time. The service and crew were great again.

✅ Trip Verified | Stuttgart to Miami via Lisbon. I am so disappointed. It is my first time to fly TAP Portugal they lost my luggage they can’t find it. I am so mad. My first time and I am pretty sure my last flight with this company tap Portugal.