TAP Portugal Customer Service Issues

I made flight arrangements for my girlfriend on June 23rd, from Belem, Brazil to Fortaleza, including a 5-day layover in Lisbon and then continuing to Milan from August 1-16th. The booking reference is VZ8ORA. Shortly after booking, Portugal changed its Covid quarantine regulations affecting Brazilians, disallowing the planned layover. I contacted Customer Service to cancel due to the change. The agent acknowledged and mentioned a full refund would be processed. Unfortunately, this didn't occur, and I was notified that my girlfriend was marked as a no-show for the August 2nd flight. We canceled the flights, expecting a refund, to rebook with TAP. However, before doing so, the refund issue needs to be resolved. It's crucial to note that TAP lacks my girlfriend's Passport Number for a new reservation. Thank you for addressing this promptly. Boyd M.

I am following up on my second complaint since I did not receive a response to my initial one. The first complaint, filed on August 22nd, is under file number 2[redacted][redacted]. On the 22nd, I experienced the loss of my three bags which were only returned to me on Thursday the 26th after I had to personally retrieve them from Madison Airport. Despite assurances of delivery, we were left in a hotel for four days without our belongings. This incident occurred during a crucial trip to settle my daughter into university, leaving us without essential items. Rather than exploring alternative flights with any Star Alliance carrier, the airline in question decided to wait for the next Tap Portugal flight. Upon finally regaining our luggage, one of the suitcases was significantly damaged. As a result of the delay, I had to extend my stay, incurring extra expenses in hotel fees as well as purchasing replacement toiletries and clothing. I have documentation of the damaged suitcase and receipts totaling $[redacted].09 in expenses at various establishments. The Hilton Doubletree stay in Madison had to be extended to four nights instead of the planned three, costing a total of $1,[redacted].43, with the additional night amounting to $[redacted].35. I anticipate a prompt response regarding this matter.

On the 29th of September [redacted], I purchased two tickets from Milan MXP to Faro via Lisbon with TAP. One ticket was a basic fare for me, and I paid 37 euros for luggage. The other ticket for my wife was an award ticket with baggage included. In April [redacted], TAP informed us about the possibility to change our travel dates due to the Covid-19 pandemic without any fees. We rescheduled our trip to the 3rd to 8th of September. However, we were surprised to find out that my ticket now didn't include baggage, and my wife's ticket was now a basic fare without baggage, although the [redacted] miles from the original ticket were still deducted. I am not happy about this situation and would like to have the baggage allowance reinstated and the [redacted] miles refunded. Can this be arranged?

I am facing issues with my TAP flight vouchers. My wife and I had TAP flights in September [redacted] that were canceled due to travel restrictions. We received vouchers but the additional seating charges we paid were not included. Despite contacting TAP several times to resolve this, we never received confirmation of the correction. As our vouchers were nearing expiration, we tried to use them to book flights online, but they were rejected as "Invalid Voucher Numbers." We are seeking help to resolve the seating charge credit issue and understand why our vouchers are being rejected. We provided the voucher details for reference and have reached out through various channels without a response. We need assistance urgently to book our flights to Lisbon.

I need assistance regarding my flight ticket from Accra, Ghana to New York on October 30th, [redacted]. On the departure day, immigration advised me to take a non-stop flight from Accra to the USA. They instructed me to contact the airline for a refund. I promptly submitted a refund request. Despite numerous calls to TAP customer services, the agents informed me that my case is under review. Initially, they mentioned a timeline of 6 months for completion, back in November [redacted]. However, it has been 10 months since then, and I have yet to receive my refund. I would appreciate any help in resolving this matter promptly.

Hello GetHuman, I am reaching out regarding a voucher that is set to expire on April 10, [redacted]. When attempting to use the voucher, I encountered an issue on the website where it stated that the voucher is not valid. Given the uncertainty of next year, it is crucial to address this situation promptly. It is disappointing that contacting you directly has proven challenging, leading us to request a refund through the original payment method. Your swift attention to this matter is greatly appreciated. Looking forward to your prompt response. Best regards, D.T. and K.H.

I am having such a difficult time trying to get in touch with anyone for assistance. The lack of customer service, reservations support, and the inability to speak to someone is frustrating. I waited for 2 hours on hold without any response. When I finally spoke to an agent after a 2 1/2 hour wait, they faced computer issues, causing multiple hold times and ultimately got disconnected without a call back. It's disappointing that there are no online, chat, or reliable phone services available for customer support.

I attempted to modify the return leg of my flight with booking reference NU4P9P. Despite lengthy calls to TAP and Lufthansa, the TAP representative mentioned changing it from 15 Oct to 6 Oct, keeping the same flight but on an earlier date. I have not received any confirmation via email, and my credit card was not charged for the change. Online, I only see the flight from Porto to Munich, not the return from Munich to Lisbon. Today, I waited for 2 hours to speak with an agent, who informed me the return leg was canceled and he was unable to resolve it, advising me to contact the Sales department>Flight changes>Other airlines. After being transferred, I spent an hour on hold before the call got disconnected. Can you guide me on how to resolve this issue? I must be on the 1:35 PM flight from Munich to Lisbon on 6 Oct. Your help is greatly appreciated.

Following the cancellation of my tickets due to Covid-19, TAP Airlines provided me with 2 vouchers for future flights. However, these vouchers are only valid for one year, unlike other airlines that are offering 2-year validity. The voucher reference numbers are: 1. ROR[redacted]01 - [redacted].97 Euro 2. ROR[redacted]01 - [redacted].97 Euro. I have attempted to contact the airline numerous times without success, leading to frustration. I kindly request the cancellation of these vouchers and issuance of new valid ones or a prompt refund. I have attached the vouchers for reference. Your prompt attention to this matter is appreciated. Thank you. Best regards, G.A.

I attempted to purchase a ticket through TAP.com three times. Each time, the system requested me to redo my search. On my last attempt, after entering my VISA number, the system prompted me to begin the search again. Despite TAP charging my VISA card, I have not received any confirmation email with my tickets. Furthermore, I encountered issues creating an account. I require assistance as soon as possible, as I intend to dispute the transaction unless I receive an email confirmation promptly. Thank you, A.P.M.

We had reservations for a flight from Dulles to Stockholm with a connection to Riga, but our Riga to Stockholm flight got cancelled. We decided to cancel our entire trip for next month and rebook for next year. My ticket, James D., is [redacted][redacted], and my wife Elaine D. has ticket number [redacted][redacted], each costing $[redacted].53. We were given vouchers worth $[redacted].53 each after a $[redacted] penalty each. The cancellation policy states a $[redacted] penalty, so we're confused about the $[redacted] charge. We'd like to know why we're paying $[redacted] for cancelling well in advance of our October 17 flight. As we plan to fly with TAP next year, we request additional $[redacted] vouchers for each of us for this inconvenience. Thank you for addressing our concerns. Elaine D.

Dear Customer Service, I've been trying to address my ongoing issues with Airline TAP Air Portugal but have faced challenges getting the necessary support. After repeated phone calls totaling over 15 hours, I remain frustrated by the lack of assistance. My troubles began when I tried to book a one-way flight from Naples, Italy to Miami, FL using my 29k points, encountering errors on the website that prevented me from completing the booking. Even after adding more points as per customer service's advice, discrepancies in my booking details persisted, leading to a wrong departure date on the ticket. Despite my efforts to rectify the situation, I was left stranded at the airport with no record of my flight. I had to purchase a new ticket for $[redacted].48, which I now seek a refund for along with the points and taxes paid initially. Despite my numerous attempts to resolve this matter, I have yet to receive a satisfactory response from customer service. I urge TAP Air Portugal to take responsibility for this ordeal and promptly refund me the total amount of $[redacted].53 and 42k points. Sincerely, Shadia V. TAP Miles & GO number: [redacted]1

My mother-in-law had a flight booked from Düsseldorf to Lisbon and then onward to Recife, Brazil. However, when she tried to check in this morning in Düsseldorf, she was denied boarding because she did not have a Covid PCR test. Even though a test is not required for travel to Portugal (as stated on TAP's website), she was not allowed to board. She intended to get tested in Lisbon before the Brazil flight. Despite trying to resolve the issue at another counter, we were instructed to contact the airline to change the flight. Unfortunately, reaching TAP's customer service is proving impossible, as numerous customers have experienced the same issue of not getting through on any phone numbers available. The confirmation email about our complaint contained a link to check its status, but the page won't load. With no counter available at the airport and no way to reach the airline, we are at a loss for what to do next.

Dear Tap Team, We are reaching out regarding our cancellation refund, as we have been experiencing difficulties trying to contact you by phone and via email. These communication challenges are quite frustrating and have left us feeling disrespected. Our booking number is V5ETZK, and we had booked a return ticket to Brazil for Marcel Tizzard and Yona' Dias Alves Tizzard, with our outbound flight scheduled for 09/12/[redacted] and the return on 02/01/[redacted]. The total price paid was £[redacted].08. In light of the pandemic, we submitted our refund request over the phone on 22/10/[redacted]. Subsequently, on 26/03/[redacted], we were provided with a ROR number to track our claim electronically. Checking a month later on 25/04/[redacted], both ROR accounts indicated that our claims were active and under review. A recent check revealed that both accounts now state the refund has been approved and that we should soon see a credit on our card. However, on 09/09/[redacted], we received a refund from TAP of £[redacted].62, which is not the full amount we paid for the tickets. This has left us confused, as there was no accompanying email or explanation provided for the partial refund. We kindly request that you clarify the amount credited, explain the discrepancy, and inform us when we can expect to receive the remaining balance for a full refund, in line with the original agreement. Thank you for your assistance. Mr. and Mrs. Tizzard

Hello from Agadir, I would like to inquire about cancelling the extra baggage reservation and receiving a refund. My reservation number is LRRPJ4 on 10/22/21. I had to make this reservation because my partner, with booking code WCG48P, Karl Reischl, was incorrectly informed that he had not reserved a suitcase for check-in, which was inaccurate. I am hopeful for your understanding and assistance in refunding the second suitcase that is no longer needed. Thank you, Renate Fischer Ola from Agadir, Can I cancel the additional bag and get a refund? My booking is under LRRPJ4 on 10/22/21. I had to make this booking because my partner, with the booking code WCG48P, Karl Reischl, was wrongly informed that he had not reserved a suitcase for check-in, which was incorrect. I hope for your kindness, as this would be greatly appreciated! Please refund the second suitcase, which is no longer required. Blessings, Renate Fischer

I attempted to file a complaint and request a refund or change of flight, but your website is not functioning correctly. A group of travelers, including myself, were refused boarding for lacking a PCR test, despite being fully vaccinated in England. Your website states that having the NHS Pass exempts us from needing a PCR test. The staff treated us poorly, disregarding our explanations. This experience led to wasted time, money, and stress, especially for those with health issues. We are pursuing legal action against the company for the misinformation and poor service. I am requesting a refund or alternative flight on October 27th from Casablanca to London. Warm regards,

My luggage was lost on the flight to Tenerife (TP1128). I didn't receive any updates until day 3 after arrival regarding its delivery. I couldn't reach anyone over the phone, and the customer service hold line used up all my prepaid card balance despite stating it was free, preventing me from getting through. Finally, on day 3, I received a call and my suitcase was delivered at the same time. There was no prior communication or appointment, which made me stuck in the apartment waiting so I wouldn't miss the delivery. Very poor service!

I am traveling from Milan (MXP) to San Francisco (SFO) on December 13th, taking the 6:20 am flight TP821 to Lisbon and then TP237 to SFO. I am concerned about potential issues entering the USA due to the Omicron variant and wonder if it is advisable to reschedule my flight. Additionally, I have a permit to stay in Italy but not a visa. I hope this will not be an issue during my layover in Lisbon. I have been unable to reach any of your on-call service providers, so I would appreciate a prompt response.

I'm having trouble reaching TAP using the phone number provided, [redacted]. I need to change my flight from San Francisco to La Palma scheduled for December 17 to Spring break in March or April. The flight change option on the website isn't working, and when I call the customer support line at +1 [redacted], I end up on hold for hours and eventually get disconnected.

This morning, I missed my flight from Lisbon to San Francisco by a minute due to delays at security and passport control at Lisbon Airport. Despite my efforts all morning, I haven't been able to arrange a new flight home. The airport staff suggested a Saturday flight, two days later. While I understand the airline isn't responsible for missed flights due to security delays, the costs for accommodation, food, a flight change penalty, flight change difference, and a new covid test are beyond my budget. I'm hoping the airline can waive the penalty for missing the flight and provide a complimentary covid test, considering the significant delay in my travel plans.