Complaint #2019/431634, 2019/433009
Traveling from London to Lisbon we purchased two tickets which included one checked bag each. My wife’s ticket 0477430530864 and my ticket 0477430530863 each had one checked bag and one bicycle. We paid for the bikes separately at checkin receipt numbers 91403874; 70.00 EUR each, we also had to pay for one bag 90 EUR (91403874).
The checkin person decided to allocate three pieces to myself and apparently only the bike to my wife. She made an error that I tried to get her to correct, but she would not listen. I expected this to be refunded to my credit card as this should never have been charged to me.
Our tickets clearly state that we are each entitled to a free checked bag.
When I challenged the checkin person, she said only one free bag for two people was allowed. As we had been travelling for many hours previously from Vancouver, we were at a loss to continue the argument. I expect TAP to be more professional and honest than this and expect a full refund of $90.00 euros.
To this date they have refused to deal with this claim. I would not recommend this airline, they passed the buck at each stage of complaint and will not allow any human interaction.
We asked at the gate in London, the agent there looked up our tickets and was shocked that this happened and assured us TAP would refund this at the airport in Lisbon. Upon arrival In Lisbon we went straightaway to customer service. There were three women sitting there, no clients, just chatting to each other, upon hearing my problem, she simply shoved a business card at me and told me to go online. Quite rude, terrible image for the company.
When I tried to address this online, there was no category that fit, so I asked hotel concierge to call TAP.
She did and when I talked to someone I was told to fill in the form incorrectly and not to worry as a human would read this and send me a refund. I was denied any refund as the checkin person decided to put both checked bags on my husbands ticket and none on mine.
This has ruined my vacation and taken up hours of my life I will not get back. We have travelled the world many times over and this is the worst airline that I have ever dealt with
and that includes India, China and Africa!
Winning the worst customer service award is not what I expect from a star alliance member, or a country such as Portugal. This is a poor reflection on your country.
Hello! I am very upset and I would like to advice TO NOT USE AIR PORTUGAL: Tap portugal promised to refund our ticket ( after a cancellation of a plane in the 24 hours due to a wrong reservation). This promise was given in October. Since then we called multiple times, we spend a lot of money on phone call but still no refund. Last week we ask them to just send us an email to confirm that they will refund the ticket on the bank account. Even that they do not seems to be able to handle it. This is not what we will expect from an airplane company (my friends have had better services with other companies). PLEASE DO NOT USE THIS COMPANY WHICH IS NOT ABLE TO HANDLE THEIR PROMISES.
Flew from Frankfurt to lisbon 9 the 21st Dec 2018 spent 3 and a half hours sitting in the plane waiting for take off apparently due to fog in lisbon ... my mum here in from caNadal our arrival time in lusbon was 15 minutes apart she is 77 and was absolutely disgusted with this excuse as when she arrived on time on air Canada flight to lusbon there was very little snow . She spent 4 hours on her own panicking about me the flight etc they fid not even put the massive delay on the board in lisbon. . Eventually when I got to liabon I had to reschedule booked shuttle replanting check in calm my elderly mother down all because of what I think are training pilots as I have never experienced such bad flying take offs or landing to and from Lisbon ... I want compensation and will NEVER EVER FLY TAP AGAIN NOR RECOMMENDED TAP AIR PORTUGAL TO ANYONE !!! SHAME ON YOU .... NO APOLOGY NO NOTHING !!? IF I DO T HEAR BACKFLIP FROM TAP ASAP I WILL GO LEGAL AND USE THE MEDIA TO EXPOSE THEORY DISGUSTING SERVICE !!!!
I should have read the reviews before booking with TAP. They don't pick up the phone on the customer care number and IF you are lucky and they do, they will put you on a long hold or consistent phone transfers. Booked a flight for my Mom who is 85 years old and per Doctor's order she cannot fly, at least at this moment. FINALLY spoke to a "customer service representative" and again transferred to NO ONE. Their website is useless put in the booking number and system gives you an error code .
DON'T FLY WITH TAP.
I would give this airline a 0 if I could. 10 days before flight, I am advised that my service dog cannot board on one of the airlines. They want to charge me to amend the reservation. Have filed a complaint. Only 7 days to get resolution. Hours and hours and hours on hold and no resolution. Consistent phone transfers with no one who knows how to treat customers. I will never fly TAP again -- if I even get to fly them this time. Merry Christmas!
Worst airline that I have ever dealt with. Had our flight to Porto cancelled and the airline did nothing to try and get us to our next destination. We were told that we would be compensated for both our extra hotel and meal costs and have received nothing. It is virtually impossible to get a number to call and actually talk to someone. When I go on their complaint website and put in my claim #, their system gives you an error code. They do everything in your power to block your attempt to get reimbursed.
Dreadful, dreadful airline. Flight delayed by 30 hours, no apologies, very little communication. Offered compensation but this has never been paid to us despite promises. DO NOT USE THIS AIRLINE
Cancelled my Flight [TAP Portugal Flight 332
5 May-Confirmation no. ZCC3Y7] Failed to Refund after saying they would. They dont pick up the phone on the customer care number. TAP is in breach of the Denied Boarding Regulation.
Dont fly TAP !
Behind the TAP Portugal Service desk in Rome, there is an immense room filled with luggage. Shelves upon shelves, rows upon rows of luggage. If you don't find your suitcase in this room, they will lead you to a second smaller room, also filled with luggage. If your suitcase is not in this room, they will lead you to a holding area next to the baggage carousel, also with rows of luggage. If your cannot find your luggage, then you are out of luck, for it means that your luggage tag has gone missing.
From this experience, we learned 1) They will never deliver your luggage. This is a lie. 2) In Lisbon, you will not make your connecting flight through the interminable customs line. This is a lie, and I saw at least 10 people fall prey to this lie. 3) They will not rebook you at the service desk if you miss your flight. This is because it is a customs problem, not a airline problem.
We had to go to four different desks, exiting to checkout, in order to get rebooked on another flight through economy (rather than the business class that we paid for). It was an awful experience and from the other reviews I've read this is not uncommon with TAP Portugal.