TAP Portugal Customer Service Issues

Yesterday, I took a flight from Munich to Lisbon and arrived at the gate on time with a valid RT-PCR test from the City of Vienna. Surprisingly, it was not accepted because it was not translated into English. This requirement was not obvious in my research prior to the trip or to my colleagues who had the exact same official test and flew from Vienna to Lisbon via Munich on the same day. As a result, I am now stuck in Munich, had to find accommodation, and urgently need to reach Lisbon by tomorrow morning for a film shoot with Red Bull. I took another test at the Munich Airport, which has provided a negative result along with an English translation that was deemed acceptable. It is frustrating to incur extra costs and lose valuable time due to unclear communication. I have documented the situation with screenshots from your website and kindly request a swift resolution, with any additional costs incurred on my side. Being absent from the shoot tomorrow will not only impact me but also the project greatly. Stefan K. Schiffamtsgasse 11/10 [redacted] Vienna +[redacted]89 TP551

Hi there, I am reaching out regarding our [redacted] flights that were initially canceled and rescheduled for [redacted] using vouchers. The original booking involved flights from Marrakech to Lisbon on the 27th of July departing at 11:45 and arriving at 13:20. My husband, Andrew Bashford, myself (Karen Bashford), and our children, George Bashford and Jessica Bashford, were listed on the reservations with references KUN8WS and KNA4DW. Recently, a notification was sent to George stating that the flight has been rescheduled to the 26th under the same references. I have not received any communication regarding my booking. We are concerned about being on separate flights on different days. Despite attempting to contact customer service multiple times, we have been unable to speak with an agent due to being disconnected after selecting the assistance option. Any guidance or support you can provide would be greatly appreciated, as we are unable to make decisions with split bookings. Thank you, Karen Bashford

Hello, I am seeking advice regarding traveling from the United Arab Emirates (specifically Abu Dhabi or Dubai) to Portugal for tourism purposes. I am considering a last-minute trip due to COVID restrictions. Currently, Portugal is classified as a green country by the UAE, meaning no quarantine is required upon return to Abu Dhabi. I am a UAE resident, regularly undergoing PCR tests with negative results, never contracting the virus. Additionally, I received the Chinese-UAE vaccine on January 31, [redacted]. I hold a Schengen visa from the Netherlands embassy, valid for 5 years (4 years remaining) although it has not been used yet. I plan to stay in Portugal for 8 to 9 days starting May 7th. Please advise me on how to proceed with my bookings. Thank you, Ramy H.

I am attempting to contact TAP regarding a reimbursement for a flight from Lisbon to Vienna for two people on April 19, [redacted]. Due to Covid-19, we could not utilize the vouchers we received for one year. Despite trying various numbers in Austria, Portugal, and France, including +33 [redacted] 10 21 06 and [redacted] in France, the lines seem inactive. The Portuguese number +[redacted]00 left me waiting for 12 minutes twice with no response. I faced difficulties filling out an online reimbursement form as it required a customer number, which I do not possess. I am frustrated with the lack of customer service and Covid-related information. I feel stuck without options and suspect an attempt to avoid refunds. I may seek assistance from the European Commission for customer protection. Please advise on how to proceed with TAP. Thank you.

Subject: Request for Refund for Cancelled Flight Dear TAP Customer Service, I attempted to contact your customer service line but was on hold for 45 minutes without success. I am reaching out regarding voucher VCHCV[redacted][redacted], which was issued to me due to the cancellation of my flight because of COVID-19. The voucher is set to expire on 4th April [redacted], and since I am unable to utilize it before the expiry date, I would like to request a refund. My original plan to visit Portugal for a friend's wedding has changed, and I will not be traveling there anytime soon. As the cancellation was initiated by TAP and not by me, I trust that a refund will be possible. I lodged a complaint through the TAP website on 14th April but have not received a response yet. I would appreciate it if you could provide me with guidance on the refund process. Thank you for your attention to this matter. Sincerely, B. D. Email: [redacted] Phone: +[redacted]02

We have credits from TAP Airlines booked through Expedia for a trip from Boston to Ponta Delgada roundtrip on September 9, [redacted]. Our confirmation number is V65W48, under the names A. and V. Poteryakhin. Unfortunately, TAP changed our itinerary, causing us to lose our connection flight to Boston. Additionally, the expiration date for our credit has changed and is now missing from the Expedia site. Due to COVID and travel restrictions, we could not use the credit earlier. We kindly request an extension of the credit until June [redacted] as we still plan to travel to the Azores in spring [redacted]. Thank you.

I am inquiring about the possibility of transporting my bicycle on my upcoming flight. I have reviewed the rules regarding bike transportation and noted that there is a fee for bikes packed in a bike case. However, I noticed that the service is only available on flights operated by TAP and TAP Express. I am encountering difficulty navigating the website to register for bike transport. I am flying from San Francisco, CA to Malaga, Spain with a short layover in Lisbon. My connecting flights are with TAP (flights TP236 and TP1138). I simply seek clarification on whether I will be able to bring my bike and any guidance on registering and pre-payment. Thank you for your assistance.

Hi. I experienced a cancellation on my return flight with TAP from Lisbon on the 20th of July. They offered me a new flight two hours later, which is okay. However, since I booked through Opodo, I have been unable to reach them. I've waited on hold for 1.5 hours and tried their online chat for 45 minutes this morning with no success. I have given up at this point. I understand if there's nothing you can do to help me. Your website only displays the outward flight for Stephen R. I am frustrated with Opodo and do not wish to book through them again. I want to file a complaint, but their website does not provide a way to contact a real person. Should I just abandon my efforts?

My sister and I were trying to check in for our flight back to Germany from Cancun. Unfortunately, we arrived late, only 40 minutes before departure, and the staff informed us that we couldn't check in anymore. I explained that the flight was 13 hours long and the plane was still at the airport. After a lengthy discussion, they agreed to check in our bags but requested to see our visas. I mentioned that my sister's visa was in her luggage, but they weren't willing to let her access it. They then instructed us to purchase new visas at the office since it was too late. When we tried to buy the visas, we discovered that only cash was accepted, and we didn't have any on hand. As a result, they took back our boarding passes and returned our luggage to us. I contacted the German embassy for assistance, but they stated that they were only responsible for German flight companies.

My sister and I were trying to check in for our flight back to Germany from Cancun. Unfortunately, we arrived late, only 40 minutes before departure, and they initially refused to check us in. Despite explaining that our flight was still at the airport, there was a lengthy discussion before they agreed to check in our bags. However, they requested to see our visas, and my sister's was inside her luggage, which they wouldn't allow her to open. They then advised us to purchase a new visa at the office, but we didn't have cash, and they didn't accept cards. As a result, they revoked our boarding passes and returned our luggage. I reached out to the German embassy for help, but they clarified that they were only responsible for German flight companies.

I made an error when booking my flight yesterday by choosing the wrong departure time. I cancelled the flight within the 24-hour cancellation window yesterday evening. I have been attempting to contact the Callcenter for a refund for the past two hours without success. I urgently need assistance as I need to book two tickets for a flight on August 15th from Berlin to Fortaleza. Kindly contact me at ([redacted] 79 [redacted]). Thank you.

I am having trouble booking a flight. I previously tried to make a reservation (TE6NKU) with a partial voucher payment and attempted to pay the balance but was unsuccessful. When I called TAP at [redacted], the call kept disconnecting. After my voucher was not accepted for a new reservation, I tried without it and was informed the reservation was no longer available. This has been a frustrating experience as I have never encountered such issues with any airline before.

Yesterday, August 9, [redacted], at 11 pm local time, I was supposed to fly from NY, Newark via Lisbon to Prague with my 2-year-old and 4-year-old daughters. We purchased extra luggage online and got to the check-in counter at 8:00 pm, only to be informed that we couldn't board without a Covid test, which we didn't have. Despite showing vaccination proof and passport details, we weren't allowed to fly. This led to mental shock, exhaustion, and confusion, not to mention financial losses that seem insurmountable to me. After a sleepless night and numerous phone calls, I found out that all three tickets, including the return flights, were canceled. I question the legality of this action and the possibility of charging CZK 50,[redacted] and canceling unused tickets. The lack of communication from Tap Portugal Airlines exacerbated the situation. Cancelling my daughters' tickets because they couldn't fly alone seemed unjust, given their adherence to the rules. I feel frustrated by the lack of assistance, respect, or consideration in this crisis. The constantly changing rules make navigating travel challenges even more difficult. I seek to file a formal flight complaint regarding these issues.

Hello! I've been attempting to make reservations for a multi-leg journey for two individuals: YUL to LIS on 22 Sept with flight TP0254, LIS to BER on 23 Sept with flight TP0530, BRU to LIS on 29 Sept with flight TP [redacted], LIS to YUL on 29 Sept with flight TP [redacted]. The first leg costs around $[redacted] CAD, the second leg costs $[redacted], but as a multi-leg journey, the total comes to approximately $[redacted]. I possess four vouchers from previously canceled flights, with two of them having been combined. Their total value is close to $[redacted], slightly below the price of the multi-leg journey. I've discovered two different websites for booking: booking.flytap.com and book.flytap.com. booking.flytap.com allows me to input three vouchers; however: a. the flights are more expensive (around $[redacted]), b. the combined voucher does not work, and c. I am experiencing issues with logging into my Miles client account. On the other hand, book.flytap.com permits the use of the combined voucher and requires me to enter the email address to which the voucher was sent. Regrettably, it only allows me to input one voucher. Can anyone assist me in finalizing the booking before the prices increase? Thank you!

I am planning to travel to Madeira with a layover in Lisbon. I contacted flytap via email several weeks ago to inquire about whether Portugal requires a Passenger Locator Form (PLF) for transit passengers landing at Lisbon Airport. Unfortunately, I have not received a response from them. I also attempted to call their customer service two weeks ago and waited in the queue for 42 minutes before an assistant picked up the line and then promptly disconnected the call. After the call dropped, I was asked to participate in a satisfaction survey rating from 1 to 10. Before I make a flight booking, I urgently need clarification on whether both Portugal (for transit passengers) and Madeira require the submission of a PLF in advance.

I made a booking with Tap Air for Mr. Antonio Sanchez Lopez which got canceled. The rescheduled flight was two days later, which was too late for Antonio due to a scheduled show in Vienna. We couldn't take the rescheduled flight and had to book with another airline to make it to the show on time. Despite numerous attempts at calling various Tap Air phone numbers at different times, I couldn't reach a representative and was either disconnected or left on hold for over 30 minutes each time. I seek a full refund for the unused flight and confirmation of the refund being processed. My attempts via email and phone have been unsuccessful, causing growing concern. Reservation Details: Passenger: Mr. Antonio Sanchez Lopez Booking Reference: WRNEK5 Reservation Date/Time: 09 June [redacted], 19:47 Ticket Number: [redacted][redacted] Flights Affected: - TP1063 on July 18 / 11:00am BIO Bilbao to 12:10pm LIS Lisbon - TP [redacted] on July 18 / 2:35pm LIS Lisbon to 6:55pm VIE Vienna

Hello, We would like to request a refund or a voucher for a future flight from the USA to Morocco. Our travel plans have been impacted by the change in Morocco's travel advisory to Level 3. Due to our unvaccinated status, we are concerned about restrictions in Casablanca, including curfews. We were scheduled to depart from Richmond, VA on August 24th, arriving in Casablanca on August 25th. Given the evolving situation with the Delta Variant, we believe it is best to be home. Our booking number is: IUUZBX. Thank you, Kristin G. and Jose B.

Tenía planeado viajar de Lisboa a Estocolmo el 4 de agosto, pero lamentablemente di positivo por COVID-19 y no pude hacerlo. Intenté contactarlos varias veces antes del vuelo, pero había una alta demanda de llamadas. Mi familia y yo teníamos pasajes para ese vuelo y al llegar al aeropuerto de Lisboa, mi madre solicitó un Certificado de No Utilización de Vuelo para el seguro de cancelación, el cual la aerolínea se negó a proporcionar. Finalmente, envié un correo electrónico a la compañía TAC solicitando dicho certificado.

We have four TAP vouchers that expired on July 31, [redacted] due to the Covid travel ban. Despite recent travel opening up, I was unable to use them on our flight from August 1 to August 8, [redacted]. The booking site did not recognize the vouchers. I am requesting an extension until next summer to utilize them. We have heavily invested in these tickets and it is crucial to either be reimbursed or have the expiration date extended. I have attempted to contact TAP through the [redacted] number but have been unsuccessful in speaking to a representative. Your help in resolving this matter would be greatly appreciated.

Hello, I need urgent assistance. Yesterday, on August 8th, [redacted], I flew on TP [redacted], leaving at 20:20 and arriving at 23:00. Prior to that, I had a flight scheduled to depart at 12:50 and arrive at 15:00, but I missed it due to issues with the passenger locator form. Concerns arose about the status of my luggage not making it onto the second flight, TP1366, which took me to Heathrow airport in London. Sadly, upon arrival, my luggage was missing, and the baggage claim was closed. Despite my efforts in contacting the airline and checking the TAP website for tracking, I was unsuccessful in locating it. My carrier reservation code is L4AN3F, and my surname is Quinton. I am Ian Quinton, and I would greatly appreciate any assistance.