TAP Portugal Customer Service Issues

Hello, I wanted to share the email correspondence I have had with Flugladen and Travix regarding my recent trip to Portugal. The outbound flight was canceled due to a strike, and upon notifying the company, they assured me my case was escalated for rebooking. However, as the departure date approached, I requested a refund, which was initially promised but later retracted. Despite multiple attempts to communicate, they have not been responsive and only offered alternative flights that do not suit my needs. I am reaching out for guidance on how to proceed in getting my refund. Any assistance you can provide would be greatly appreciated. Best regards, Inna Stanoeva

Hello Customer Support, I have contacted you several times since August 25, [redacted] regarding flight cancellations and delayed baggage. Unfortunately, after a few exchanges, I have not received any further updates on these two issues. I find this lack of communication disappointing. It seems like you are not taking our requests seriously and are avoiding compensating us. This behavior is unacceptable, especially considering we are loyal customers. We are surprised by the way you are handling this situation. Here are the reference numbers for the tickets opened since August [redacted]: 2[redacted][redacted], 2[redacted][redacted]. Thank you for looking into this matter. Sincerely, Corinne, David, and Elon AMAR

File Reference: MUCTP11033 Passenger: F. SCHEURL Bag Tag Number: TP972533 I recently flew from Fortaleza to Munich with a layover in Lisbon in the business class. Unfortunately, my luggage has not been delivered yet since December 19th. I reported it lost on December 15, [redacted], and I'm experiencing issues submitting the baggage inventory and claim form. The submit form button does not seem to work, and contacting anyone via phone has proven unsuccessful. I urgently need my suitcase as I have a flight scheduled from Munich to London on December 21st.

I need to make a booking for 6 people, but I'm having trouble entering their names. Do I only have to include the first name? For last names like "de Schepper," "van Acker," and "de Cock," when I enter them, they appear as "De schepper," "Van acker," and "De cock." Will this cause issues during check-in? Your prompt response would be greatly appreciated so I can finalize the booking. Best regards, Bernadette de Schepper

I, Oumar Sy, born on 11.03.[redacted], residing in Switzerland, purchased an online air ticket to Senegal on 18.12.[redacted]. The scheduled travel date was today, 20.01.[redacted], at 18:00 from Zurich airport to Lisbon and then on to Dakar. Unfortunately, I encountered an accident that prevents me from being able to travel, and I kindly request your office to cancel my trip to Senegal on this flight. Due to unforeseen circumstances, I have been unable to access my email address, which I used for booking. The email address in question is [redacted] The total price of CHF [redacted].74 was paid using my girlfriend Alder Ana Ysabel's credit card #5[redacted] 3[redacted]. As I am unable to access my email to cancel the flight myself, I respectfully ask for your assistance in canceling the booking. Your understanding and cooperation in this matter are greatly appreciated. Best regards, Oumar Sy

Hello, Due to overbooking, I was not allowed to board my flight in Lisbon and had to spend a night there. I was coming from the Azores and was supposed to catch my connecting flight in Lisbon, but I was put on stand by and not allowed to board. I received a Denied Boarding TAP Voucher number [redacted], but the lady did not explain what kind of voucher it was. Now I want to receive my compensation, but not in the form of services from this airline, as we only had problems with TAP Portugal. Is this compensation payable, as the lady at the counter assured me at the time? Because we have not received an email explaining how to proceed, which is why the lady at the counter specifically asked for our email address. Attached are the voucher and the cancelled flight tickets. Best regards, Valeria E.

Dear Sirs, On 07/27/22, my son and his family flew from Teresina-Pi, Brazil to Munich with TAP. Unfortunately, one of the 12 pieces of luggage did not arrive in Munich. A claim was filed at the airport, but there has been no update on the suitcase since. Despite numerous complaints, hours on hold, and providing a list of contents, I have not received any resolution. The latest attempt was unsuccessful, with the customer service representative failing to follow up after putting me on hold for over 45 minutes. I am now requesting reimbursement of €1,[redacted] for the lost items after over 6 months of struggling to resolve this issue. Sincerely, Marize Wendland TP[redacted]93 Unable to find an email address for contacting customer service, I am reaching out here for guidance on how to proceed. Thank you for your assistance in advance. Marize

While checking in for our flight from IAD to FLR, a representative from TAP Air Portugal informed us that checking our bag was complimentary, so we proceeded accordingly. However, on the return journey, we were told our bag would cost 95 euros to check. This unexpected charge was distressing as we had brought wine with us, leading us to reluctantly pay the fee to avoid losing our purchased items. We were under the impression that our checked bag was included based on the initial information given at IAD. This situation left us feeling unfairly treated and out of pocket. We are requesting a refund for the unexpected charge as we would not have brought the wine had we been aware of the additional cost. Clarity on the baggage policy would have prevented this issue. Thank you for your attention to this matter.

Subject: Baggage Delivery Assistance Needed in Lisbon I am contacting you regarding my daughter, Lena MUELLER, who is missing her baggage upon arrival in Lisbon. I recently received an SMS notifying that the baggage has been located in Lisbon. I kindly request the luggage to be delivered to her accommodation promptly as she does not have transportation. Accommodation Details: Dream Sea Surf House Estrada Casal Condado [redacted]-[redacted] Sao Joao Das Lampas Daughter's Contact: Mobile Number: 0[redacted][redacted] Thank you for your attention to this matter. Best regards, Eugen Mueller Note: This message is automated, please refrain from replying. Baggage Delivery Order has been created by LIS - TAP PORTUGAL. A courier will be in touch for collection. The delivery date is scheduled for the 19th of March. The baggage, a Military Style Bag with tag LH016684, will be transported as swiftly as possible once picked up by the courier.

Last night, I made a mistake when reserving my son's flight. I intended to book a direct flight but ended up with a different booking. I've been trying to contact customer service without success using numerous phone numbers. I've always enjoyed flying with Tap but the current situation is frustrating. The customer service experience has been disappointing. The booking details are as follows: Ticket number: ETKT [redacted][redacted] Booking reference: Amadeus L4JMEY Airline: TP/L4JMEY This booking is for my son, F.J.A., who is unwell. I hope to receive a prompt response to this message. Thank you. Silvia Carrillo

I am reaching out regarding our recent flight experience from Frankfurt to Banjul on March 9th, 23. Our flight TP [redacted] from Frankfurt was delayed, causing us to miss our connecting flight, TP [redacted], in Lisbon to Banjul. This resulted in a significant delay, and we ended up having to re-route our journey through Casablanca with Royal Air Maroc, ultimately losing a full day of travel. We are seeking compensation for this inconvenience. Regrettably, I no longer have access to the original ticket/booking number. I appreciate any assistance you can provide. Thank you. Manfred Henn, from Worms, Germany.

Reference number NQ8Z5S. Passenger: Jitendra Ramanlal Panchal and Nandan Jitendra Panchal. Ticket Numbers: [redacted][redacted] and [redacted][redacted]. We booked 2 tickets with a TAP Portugal airline voucher for a round trip from JFK to Oslo, but we realized our return flight is from Oslo to Newark. We need to cancel this flight. Can we get a refund for the voucher? Thank you for your assistance. Regards, Jitendra Panchal and Nandan Panchal.

Upon arrival in Madrid, my luggage did not arrive with me. It has been three days since I landed, and I am still without my bags which contain essential medication, clothes, and toiletries. Despite numerous attempts, I have not received a clear update on the status of my luggage. The flight originated from Newark on Saturday, the 22nd, as Flight TP202. Following a connection to Madrid as TP1016, my bags were missing. I promptly reported the issue through World-tracker. I am frustrated by the lack of information and the poor customer service experience I have encountered during this ordeal.

Re: Case No. 2[redacted][redacted] Hello, I am seeking clarity on the status of my case, number 2[redacted][redacted]. Upon checking your website, it indicates that the status is "completed." I would like to understand what this means. Does this suggest that the promised [redacted]€ has been transferred into my provided bank account, and if so, on what date was this completed? When I first corresponded with TAP on August 8, [redacted], via email from [redacted], I was informed that I would receive a voucher worth [redacted].00EUR at my email address, [redacted] However, I never received this voucher. Subsequently, on August 24, [redacted], TAP sent another email offering either a [redacted]€ voucher or a [redacted]€ refund as compensation for the situation. I opted for the [redacted]€ refund and provided my bank details as requested. After confirming with TAP that they received my bank account information, I would appreciate clarification on why the status shows as "completed" without the [redacted]€ voucher or the [redacted]€ reimbursement being fulfilled. Thank you, Maria Isabel PC

I have been attempting to prepay for a checked bag for several days, but I am unable to progress past the page where I enter my reservation and name. I find your app difficult to use and unlike other airline websites. Most other airlines provide a simpler process for prechecking bags and offer live chat support instead of lengthy email exchanges. I have a flight next week, and the phone number provided leads me to French recordings before disconnecting. This app is frustrating and inefficient. My goal is solely to precheck my bag to save on costs.

I filed a claim with TAP Portugal for a lost piece of luggage. The bag arrived at my house five days after my trip, missing all the souvenirs I bought, totaling [redacted] euros. I've been unsuccessful reaching out using various numbers. The file reference is ORDTP11627/04MAY23/0231GMT under the name S. Miller. How do I proceed with claiming the missing items from the delivered bag?

Regarding file OPOTP19405, I am a Tour Manager currently in Portugal with a group. On my outbound flight TP1331 on 16 May [redacted], my baggage was lost but later delivered to my hotel in Amares in a damaged condition. The baggage was opened, the zip broken, and the keys missing, rendering it unusable. As I am flying back to LHR on 26 May, I urgently require a replacement case for my return journey. At the moment, I am managing with string to secure the contents in the damaged case. Your prompt assistance in providing a replacement would be greatly appreciated. Thank you.

Hello everyone, I purchased a trip to Portugal, with tickets scheduled for August. Due to changing jobs, it may not be possible for me to go on this trip. I bought the tickets through Fluege.de, and they are saying that I won't get any refund! I find this unbelievable!!! I'm so angry about the situation because it's an emergency! I would just lose [redacted]€ like that... Just like that!!! What is this all about??? It's a pity that I only found out later online that Fluege.de are not reputable and are a bunch of idiots!!! Kind regards, Paulo Silva

Our flight from Miami to Barcelona via Lisbon was canceled, and we were instructed to pick up our luggage. Upon arriving at our hotel, we discovered that most of our belongings were wet. Some items were soaked, while others were just damp. We are scheduled to catch another flight tomorrow, but I am concerned that our clothes won't be dry by the time we reach Barcelona. I worry they may become moldy and need to be replaced. We have hundreds of dollars worth of clothing with us and I am seeking reimbursement for the items that are now unwearable. - Helene Kraft

Hello, my partner and I are loyal TAP customers and have always admired your service. Unfortunately, we recently missed our flight from GRU to Lisbon due to unforeseen circumstances. Our ticket was economy class, but the price we paid was quite high. We would greatly appreciate TAP's understanding and assistance in either refunding the money we invested or providing a voucher for future travel on a later flight. I am eagerly awaiting your response. Sincerely, Daniella.