TAP Portugal Customer Service Issues

My luggage was not delivered on my flight from Lisbon to Bissau on 2 December [redacted]. I am Maria C. Overeem, and my booking reference is O7UZYP. I checked in for flight TP1479 and reported the missing suitcase at the NAS office to Ms. D Pereira. They issued a Property Irregularity Report Duplicado nr [redacted]. I was informed to return in 2 days and thankfully my bag arrived on the next flight. However, I had to buy essential items during the 2 days without my luggage due to an official work mission. Though I eventually retrieved my bag, I am seeking compensation as per international airline regulations for the expenses incurred. Contact me at MC Overeem, +31 [redacted]49, email: [redacted] I am hoping for compensation regarding the lost luggage.

My mother is stranded at Moscow airport after encountering issues with a TAP flight company ticket from the US to Russia. Although she arrived in Moscow smoothly, her return journey hit several obstacles. The airport staff revealed that TAP no longer serviced the airport, and her initial booking was mysteriously canceled despite having the ticket saved on her phone. Attempting to resolve this with TAP over the phone only led to frustratingly long holds. Passenger: OLGA BARSHCHUK Booking Number: JEIYPD Ticket Number: [redacted][redacted]. Hoping TAP will offer a refund for the disrupted journey.

I made my travel arrangements through a different website called My Trip as they offered more competitive prices than booking directly with TAP. I needed to add my dog to my reservation to travel in the cabin, so I reached out to TAP's customer service. Initially, they couldn't locate my booking using the reference number I provided, so I forwarded my complete email confirmation which contains all booking details. Their response advised me to contact them directly for this service. I attempted to call the number provided on their website, +49 [redacted], but it seems to be nonexistent. I also reached out to them on Facebook but haven't had any success yet. I would appreciate any assistance. Thank you.

On December 10th, I canceled my ticket through the customer care phone number to receive a full refund as per the fare conditions. I was assured that the ticket was canceled and that I would receive an email confirming the cancellation along with a tracking number for monitoring the refund process. As of now, I have not received any email confirming the cancellation. Despite multiple attempts, including three phone calls lasting over 30 minutes each to customer care, I have been unable to reach anyone via the helpline. This situation is incredibly frustrating. Additionally, I filed a complaint on the website on December 11th, but there has been no response or updates provided.

I received a voucher for a booking that got canceled due to the pandemic. I wish to convert it into a refund as I'd prefer the money back. While entering the necessary information, I noticed that the instructions were in Portuguese. I faced issues when entering the payment country (Germany) as it wasn't accepted. Could you please guide me on how to switch to English or German instructions or how to accurately follow the Portuguese ones? Thank you.

Upon arrival in New York on December 20, [redacted], at approximately 3:30 pm, my luggage was missing after my journey from London Heathrow with a layover in Lisbon. The airline's staff provided a form for passengers from London affected by this issue. They informed us that the luggage was stuck in Lisbon but assured us it would be delivered by another TAP Air Portugal flight arriving at 10 pm on the same day. They mentioned we would receive email updates, but as of 2:25 am on December 21, I have not received any information regarding my luggage. I am feeling extremely anxious and would greatly appreciate having my belongings returned to me today. Thank you.

I experienced a situation where my luggage went missing on a recent flight from Lisbon to Miami, originally coming from Amsterdam. During a short connection, my luggage did not make it to Miami with me. I am disappointed with TAP's outdated lost luggage tracking system. The representative at Miami airport manually wrote a report to start the process, but I believe they should have a more advanced system in place to provide real-time tracking information after the luggage is scanned. I am unsure of the current location of my bags or when they will be on the next flight to Miami. As a Business Class passenger with Priority luggage, I am concerned about the lack of transparency. TAP should consider implementing a more efficient tracking system like other airlines to keep passengers informed about the whereabouts of their belongings.

I have reached out multiple times recently without success. I am frustrated with the lack of assistance I have received after providing my confirmation number. It seems as though they are avoiding helping me with my case, making me feel disregarded and disrespected. I lodged a complaint after booking four flights through TAP Air Portugal to Paris last year, attended by attached flight details and messages. Amid the pandemic, my friend and I rescheduled for May 20, [redacted]. The airline advised on refunds, directing me to request it through Flight Network, where my calls often go unanswered, averaging over two hours on hold. Air Portugal informed me my refund was declined due to a lack of processing by Flight Network. They suggested I call Flight Network to request it again, given the COVID-19 insurance on my tickets. However, my repeated attempts to contact Flight Network have been in vain, leaving me anxious about losing my money for a matter they should assist with. Any guidance on how to proceed would be appreciated as contacting Flight Network has proven challenging lately.

I am deeply disappointed with the service I received regarding my flight bookings to Paris through TAP (Tap Air Portugal). Last year, I booked four flights with them and later changed the dates due to the pandemic. Although Air Portugal confirmed I am eligible for a refund, they advised me to contact the booking agency, Flight Network, for the process. Unfortunately, I have been unable to reach Flight Network over the phone despite several attempts totaling over two hours of waiting time. Air Portugal informed me that the refund was denied because Flight Network did not process it. They suggested I call Flight Network again due to the Covid-19 insurance on my tickets. However, my calls to Flight Network have not been answered, adding to my concerns about losing my money. I seek assistance in resolving this matter promptly as contacting Flight Network has been challenging and unfruitful.

I lost my suitcase on December 6th, [redacted]. It is a GO EXPLORE dark blue soft shell suitcase, measuring approximately 30" in height and 20" wide. It features a retractable handle and four wheels at the base. The bag was lost during travel on December 6th, [redacted], on flights TP1351 from London (LHR) Terminal 2 to Lisbon (LIS) Terminal 1, and TP201 from Lisbon (LIS) Terminal 1 to New York (EWR) Terminal B. Unfortunately, no check-in number was provided. Can someone help me locate my lost suitcase and have it delivered to 18 Vocisano Court, Piscataway, New Jersey, [redacted]? Thank you.

I made a mistake while booking our flights on Tap Airlines last Friday. During the booking process, the website refreshed unexpectedly, and I ended up booking the wrong flight for our return from Nice to JFK on August 7th. We intended to book a flight leaving around 11 am from Nice and arriving at JFK later the same day. However, the flight we are currently booked on departs at 18:10 on August 7th and arrives at JFK at 20:05 on August 8th. We urgently need to correct this error and change our reservation to the correct flight.

Good morning, I would like to file a complaint. On December 11th, I took a connecting flight operated by Tap in Frankfurt, coming from a Lufthansa flight from Guarulhos, São Paulo, where I had checked in my bags, including a carry-on bag based on the suggestion of the person who checked me in in São Paulo, due to the LH507 flight being full. Upon arrival in Lisbon, the checked carry-on bag did not arrive. When I went to the Lost and Found counter in Lisbon, the representative said they couldn't file a complaint because there was no baggage tag for that bag on my ticket, only for the large bag (which I assume was a mistake by the check-in operator in Guarulhos). Despite this, the person in Lisbon called Guarulhos and Frankfurt to search for the bag. I provided a detailed description of the bag and its contents (a stone pot, a blue neck pillow, some women's underwear, blouses, wine stoppers, wine-colored plates, and some bowls). I was advised to contact you, and after trying on Monday and only reaching you on Tuesday, I was instructed to send this email so that you could register a complaint and provide me with a protocol number to search for and retrieve the bag. I appeal to your expertise to resolve this without the need for further action, as I believe there should be footage of the bag being checked in São Paulo that could be easily obtained if needed. I am confident my luggage did not disappear. I entrusted my bags to Tap and Lufthansa, but I will not hesitate to seek other avenues if necessary, as there are valuable items both materially and sentimentally at stake. There is a travel tag on the bag with my name, address, and contact information. The lady at Lisbon airport told me the bag would be sent to Faro Airport. I sincerely hope you can take appropriate steps to address my issue. I do not believe the workers at Frankfurt Airport took my luggage. Sincerely, Elenaide Alves Moreira de Oliveira

Dear Customer Service, I wanted to share my recent travel experience with you. I intended to fly from New York (JFK) to Malaga (Spain) on 20 January [redacted] with a layover in Lisbon (Portugal). In compliance with travel regulations, I underwent a PCR test on 18 January [redacted]. Unfortunately, the result was positive, preventing me from boarding the flight. I managed to cancel my original ticket (attached document) and purchased a new one for 28 January [redacted] to return home. After a 10-day quarantine as advised by NY Health Authorities, I tested negative on 28 January and could proceed with my travel plans. I have also included the positive PCR test for your reference and kindly request a reimbursement for the cancelled ticket dated 18 January [redacted]. Thank you for your attention to this matter. Sincerely, Helen A. Oosterling

I have been attempting to contact TAP for several months through various channels but have not received any response regarding my flight booking for June 5th, [redacted] which was cancelled due to COVID. Instead of a refund, I was given a voucher. However, the voucher is now invalid for me and my husband. I urgently need a refund for these vouchers as the $2,[redacted].00 is significant to us, especially since my husband has been laid off for an extended period. The lack of communication and resolution on this matter has left me feeling extremely frustrated and disappointed. I am eagerly awaiting a prompt response from TAP to resolve this issue.

Hello, I am writing regarding my recent booking of two flights from Frankfurt to Lisbon under reservation RNZPXI for passengers J.C. Encarnacao and J.L.M. da Encarnacao. Due to a strike in Germany, my Tuesday flight has been automatically rebooked to Wednesday without my consent, which conflicts with my business trip schedule. I have been attempting to contact your hotline at [redacted][redacted] for 4.5 hours, seeking assistance to change my flight to Friday 25.03.[redacted] - Wednesday 30.03.[redacted] as a direct flight with one piece of luggage each. I request the deletion of the previous reservation and an immediate rebooking without incurring additional charges. Furthermore, I expect a refund for any seat reservation change costs. Thank you for your prompt attention to this matter. Sincerely, J. Encarnacao P.S.: I am disappointed by the service received during my lengthy wait on the hotline. +49 [redacted] [redacted] 73 [redacted]

My family reserved flights to Portugal with TAP Air. We booked the flights there through Expedia and the return flight directly with TAP. Expedia assured me I would receive a refund from TAP, but it hasn't happened yet. TAP claims it's on Expedia to issue the refund. Expedia attempted to reach TAP numerous times, but they didn't respond, as TAP still holds the tickets and only they can refund. Despite my efforts, every time I contact them, I'm told the refund must come from Expedia. My card was charged by TAP, not Expedia. Expedia is making an effort to assist me, keeping me in the loop with their messages to TAP. I believe this airline acted unethically by withholding $[redacted] from me (for both flights). I have all the necessary documentation like itinerary, confirmation, ticket, and case numbers for this issue. It's been exhausting trying to reclaim my money. As a teacher, $[redacted] means a lot to my family and me.

I have been on hold for over 3 hours trying to reach the "changes" department without success. After being transferred to the wrong department and waiting an extra 1.5 hours, my call got disconnected. I was not given an estimated wait time, denied access to a supervisor, and there was no callback option. It's urgent. My booking code PP2FQI was put on hold due to a positive COVID test from last week, which I promptly sent to [redacted] A customer service representative mentioned that TAP Air would apply the credit towards my rescheduled flight this week. Today, I received a negative test result and urgently need to board my flight from Lisbon to Sao Tome scheduled for this Thursday (TP [redacted] on Apr 28 and TP [redacted] on May 5).

I recently took a TAP flight from Marrakech to Brussels with a layover in Lisbon on Saturday, April 30, [redacted]. Traveling in a group of 8, we encountered an issue where 3 out of 5 checked bags did not arrive at our destination. While 2 of my friends received calls informing them that their bags were found and delivered promptly, my bag is still missing. Despite attempts to contact the airline through various channels and a request to provide a detailed list of the bag's contents for search purposes, I have faced technical difficulties. Frustrated with the lack of communication and unsuccessful attempts to reach out for assistance, I feel stuck in resolving this baggage mishap. The customer service experience has been extremely disappointing, leaving me uncertain about the next steps to take regarding my missing bag.

Flight TP1367: On Saturday, April 30th, [redacted], I traveled to Lisbon for a two-night stay, but unfortunately, my luggage did not make it onto the plane. Despite bringing it to the crew's attention, my suitcase was left on the tarmac next to the aircraft. Upon landing, my luggage was missing from the baggage carousel. I immediately reported the incident to the lost baggage team at Lisbon airport, receiving report number LISTP59999 and was informed they would try to locate it. After involving TAP Air Station Manager Vitor J. Pravato (ID [redacted]) at London Heathrow Airport, my luggage was found there. However, as I was leaving on Monday, my husband arranged to collect it instead of sending it to Lisbon. This situation led to unexpected expenses as I had to buy essential items in Lisbon, totaling [redacted].89 Euros. I also incurred inconvenience along with my husband who had to travel [redacted] miles to retrieve the luggage. I am grateful for the kindness of fellow travelers who lent me some essentials. I am reaching out to commence a claim for the expenses and inconveniences faced. Looking forward to your prompt response. Sincerely, Sally Wilson

I am having an issue with my bike box not reaching my final destination. The box was checked on my JetBlue flight from Philadelphia to Boston and then transferred to my TAP flight (TP [redacted]) from Boston to Lisbon. Despite witnessing my bike being loaded in Boston and being assured it was checked through to Lisbon, it did not arrive with my luggage. I landed in Boston around 2:30 pm on Monday, 5/16, and my TP [redacted] flight departed for Lisbon at 6:40 pm the same day. My checked baggage receipt from Philadelphia matches the tag on my bike box, which is labeled as [redacted].