TAP Portugal Customer Service Issues

I made two flight bookings with TAP Air Portugal on March 7 for a round-trip from MIA to LIS from May 29th to June 9th for my husband and myself. Last week, I discovered that my reservation had been canceled without any notification, while my husband's reservation remained intact. TAP representatives gave conflicting reasons for the cancellation, one alleging I requested a refund and another claiming non-payment. I provided my VISA statement showing the payments made for both flights on March 7. Despite discrepancies in TAP's records, my husband's reservation was unaffected, adding to the confusion. I believe TAP mistakenly nullified my entire booking on March 10 when I only sought to cancel an upgrade. Despite sending evidence of this error, TAP's communication remained inconsistent. After extensive calls, promises of resolution, and receiving a new Electronic Ticket on Saturday, TAP's online system didn't reflect the changes. Repeated assurances from TAP representatives to contact me with clarifications have not materialized, leaving me in limbo just days before our scheduled departure. The urgency of the situation necessitates immediate and accurate information from TAP to proceed with canceling my husband's booking and sorting out related reservations.

Our flight from Lisbon to JFK on 31 May, reservation # TP/M8S56J, was canceled after a six-hour delay. Unfortunately, we were not assisted in retrieving our baggage and had to spend the night at the airport. Upon visiting the baggage claim the following day, we faced challenges contacting TAP for assistance. Despite seeking help from TAP Premium Customer Service, we could not resolve the issue. Eventually, we had to take an alternative carrier back home. Our baggage locater indicates that our luggage is in terminal 1 with our names and address on them. We possess the matching barcoded baggage stickers and request that our luggage be sent to Seattle, where there is a TAP reservation office.

As a long-standing TAP Air Portugal customer, I recently experienced the worst travel ordeal on flight [redacted] from Lisbon to London. The flight was delayed nearly an hour, causing additional stress when they unexpectedly took my small suitcase to place in the aircraft's basement. Upon arrival at London Heathrow at 11:25, I waited over half an hour for my suitcase, causing me to miss my transportation. Exhausted, cold, and stressed from the delays, I was left stranded at the airport until 5 am without access to my belongings since leaving Lisbon at 4:30 pm. The lack of consideration for my well-being on the flight was disappointing. Not only was no food provided, but the staff's unprofessionalism and dismissive attitude added to my frustration. I am seeking a refund of £[redacted] for the distress and inconvenience caused, as the £[redacted] ticket price did not reflect the poor service received. I urge TAP Air Portugal to address this matter promptly and compensate for the physical and mental strain I endured during this regrettable journey. Sincerely, Rosa

I flew from Lisbon to London on June 11. My original flight, TP1364 at 16:10, booking ref JUOXA9, was missed due to being late. I was rebooked for the 19:20 flight, TP1358, where I had to pay for a new seat. Strangely, the same gate attendant who refused my original boarding sold me the new ticket. I was assured my luggage would be transferred to the new flight; however, upon landing at 21:35, my luggage was missing. I completed a form at Heathrow and am concerned, as it contains valuable items such as a £[redacted] Dyson hairdryer, designer clothes, and a bag. I attempted to report this on the TAP Portugal website but encountered issues with the reference number. I fear my bag was not transferred or may not have made it to London. Any assistance or advice would be appreciated. Thank you, Jadranka MO.

After arriving in Lisbon from Copenhagen, my luggage did not make it. I followed the instructions and filed a claim online with the baggage claim office. I received a text notification at 3:00 a.m. stating that my luggage had been located and would be delivered, but I have not had any further updates since then. Despite multiple calls and spending over 3 hours on the phone today, I have not been able to reach the baggage department, even after being transferred several times. Voicemail boxes were either full or disconnected. I am unsure if my luggage is on its way to my home address or still waiting. I have not received any contact details for the courier in Lisbon and am feeling frustrated after a week of trying to resolve this issue.

Hi, I am Shah, Syed Asim with TP Miles #[redacted]56. My Ticket Number is [redacted][redacted], and Reference is RXYQ8D. On May 31, [redacted], my flight from London to Miami via Lisbon was canceled due to a technical issue. I was rerouted to New York by Tap Air and told to pick up my luggage there for a morning American Airlines flight to Miami at 6am. At Newark Airport, I didn't find my luggage. A Tap Air Representative told me it's still in Lisbon and to email Tap Air for delivery to my Miami address. Despite being home in Pembroke Pines since June 1, [redacted], I haven't received any updates on my baggage. I urgently need my belongings because they contain important documents for my course. I've tried contacting customer service with no luck. Someone named Eurico reached out via email but hasn't responded since. I implore you to address this issue promptly. Thank you. Shah, Syed Asim Mobile: +[redacted]2 Address: [redacted] NW 3RD Street, Building 19, APT [redacted], Pembroke Pines, Florida.

Dear TAP, I am writing regarding a recent flight experience with your airline. My family and I (R.A.V. Ramos, A.R.G.B. Ramos, R.M.F.V. Ramos, and S.O.) traveled from Cristiano Ronaldo Madeira Funchal Airport on flight TP1694 to Lisbon Airport, then took flight TP1336 to Gatwick Airport in London. Upon check-in at Madeira Airport, we were advised by a helpful staff member to check our hand luggage due to the flight being full. Upon arrival at Gatwick Airport, our 8 bags, including important medication for my mother, were missing. Despite our efforts, we were unable to locate them, causing distress and inconvenience. We had to buy medication for my mother's diabetes and other health issues. She has now missed her prescribed medication for a day, and we urgently need the missing luggage, especially the medication, delivered to us in Guernsey at Harmony, Route Du Camp Du Roi, St Sampson, GY24XD. We seek swift resolution and the safe return of our belongings, particularly the medication. Thank you for your immediate attention to this matter. Sincerely, R.A.V. Ramos

Dear Sir/Madam, I am writing to report a concerning issue regarding our recent trip from Faro, Portugal, to London Heathrow via Lisbon. Flight TP [redacted] and TP [redacted] brought us back to London on 11/06/[redacted] at 10:20 in Terminal 2. Despite our luggage being tagged for our final destination with numbers TP548930 and TP548924, it was mishandled and is currently in Terminal 2 at Heathrow, having been previously held in Lisbon. The Heathrow lost luggage counter staff assured us they would provide updates within 24 hours and gave us reference number LHRTP23866 to track our bags, but after 9 days of contact attempts and visits to the airport, we still have no information on the whereabouts of our belongings. This lack of communication is unacceptable considering the available technology. The items in our luggage are of great personal and financial value, including irreplaceable and costly possessions. We request compensation for the expenses incurred due to this inconvenience. Copies of the receipts are attached for your reference. Please contact us at your earliest convenience at +44 7[redacted]18 or +44 7[redacted]79 with an update on our luggage retrieval. Thank you for your prompt attention to this matter. Kind Regards, Sarah D. and Mark A.

I flew from Paris to Lisbon on June 16th on Flight TP431 with my wife and had two carry-on bags. When I got my boarding pass at the counter, I was never informed that my carry-ons would have to be checked, despite having no issue on Air France. While in line to board, I was pulled aside and told to check my bags, being charged 80 euros. I inquired why this wasn't mentioned at check-in and expressed my dissatisfaction with the charge. The lady handling the situation was very rude and insisted I pay to board the plane.

Hello~ I hope you are well. I am Ji Young Im and my husband is Jae Won Shim. We enjoy flying with TAP and have always been satisfied. We purchased flight tickets in [redacted] before the Coronavirus situation began. The flight was from Dakar to Vienna with flight number MS8TPW scheduled for the 5th of June, [redacted]. Due to the pandemic, our flight was canceled by TAP. They offered us the option to get a refund or change the flight date. As we did not want to travel due to the pandemic, we requested a refund. TAP informed us that during the current situation, they could only provide a voucher. If the voucher was not used within the validity period, we would receive an automatic refund after expiration. We reluctantly accepted the vouchers. After waiting for two years for the vouchers to expire, which was on May 21, I have not received the refund. I have tried contacting TAP through their website with no response. Today, my husband and I visited the TAP office in Dakar to inquire about our refund. Despite numerous attempts to contact TAP customer service, including calling, I have been unable to connect due to a busy line. Please assist me in resolving this issue. I have attached the vouchers for reference. Thank you for your help! Ji Young

We are currently facing an issue with Tap airlines as our baggage has been lost during our flight from JFK to Malaga, Spain, with a connection in Lisbon. Upon landing in Malaga on July 2, we filed a missing luggage claim, but we have received no assistance from Tap airlines or the Malaga lost luggage counter. They have informed us that we need to wait, and nobody can provide us with the last location our luggage was scanned. This experience has been a nightmare, and the incompetence of Air Portugal is truly frustrating. Despite numerous attempts to contact customer service and visit the airport, we have made no progress. We have limited time left in Malaga before returning home to the USA, so any advice on how to handle this situation would be greatly appreciated.

During our trip from Heathrow to Lisbon with TAP Portugal on flight TP1363, my husband and I encountered issues with our luggage not being checked in and were left behind. Despite reporting the situation upon arrival and providing detailed information about our cruise itinerary, our cases were not promptly delivered to us. Subsequently, we learned that our luggage was mistakenly sent to Hamburg instead of being returned to England. After further inquiries, we were informed that our belongings had been redirected back to Lisbon. However, reaching TAP Portugal's customer service has been challenging, with long wait times and disconnections. Our luggage tag numbers are TP739020 and TP739064. We appreciate any assistance in resolving this matter.

We are seeking compensation totaling [redacted].43€ for expenses incurred due to the combination of a canceled flight and luggage delays. Following the cancellation of our TAP flight from Lisbon to Ponta Delgada on July 1, [redacted], we experienced significant inconvenience. Not only were we stranded at the Lisbon airport for over 36 hours without our luggage, facing lengthy queues and being unable to retrieve our belongings, but also upon arriving in Sao Miguel on July 2nd, our luggage was missing until July 3. During this period, we had to purchase essential items like clothing, shoes, and toiletries, resulting in documented expenses of [redacted].43€.

I had a flight booked from FRA to Lisbon and then to Banjul today, July 9th. TAP changed my Lisbon flight without my permission. I contacted customer service, spoke to 4 agents, and waited for 2.5 hours. I tried to find another flight or cancel for a refund. The website was confusing. I followed the steps to cancel and request a refund to my original payment method. It asked for my bank details, which is concerning. I've disputed the charge with American Express. This has been a terrible experience. I hope my cancellation and refund were successful. I have rebooked with another airline now.

Subject: Request for Refund - Booking for L. B. Rodrigues on 12th July [redacted] Good Morning, I am writing to request a refund for my ticket with PNR number: WPYDJ7 for passenger L. B. Rodrigues on the 12th of July [redacted] at 13:45 from London to Lisbon. My flight from GOI to LHR on the 12th of July at 4:35 am (AI0145) was canceled due to bad weather conditions in Goa. Unfortunately, I will not be able to make it to London to catch the TAP PORTUGAL flight as planned. I am a loyal Miles & More member with ID: [redacted][redacted] and frequently use your services on my business trips. It is crucial to highlight that this situation is out of my control, and I have not been able to travel through no fault of my own. I kindly request your understanding and a prompt response to my refund request. Thank you for your attention to this matter. Best Regards,

Subject: Refund Request for Ticket Booking Dear Support Team, I am reaching out to request a refund for my ticket with PNR number: WPYDJ7 under the passenger name: LINDSAY BERNARD RODRIGUES, scheduled for an itinerary from London to Lisbon on the 12th of July [redacted] at 13:45 pm. Unfortunately, my initial flight from GOI to LHR, Air India flight AI0145 on the 12th of July [redacted] at 4:35 am, was canceled due to severe weather conditions in Goa. This cancellation has led to me missing the TAP PORTUGAL flight from London to Lisbon. As a loyal Miles & More member with membership ID: [redacted][redacted] who frequently utilizes your services for business travel, I am hopeful for your understanding in this exceptional and uncontrollable circumstance. It is important to note that the situation preventing my travel was out of my control, and I am seeking a prompt and positive resolution from your end. Thank you for your attention to this matter. Warm Regards,

Hello, I would appreciate if you could provide me with the correct email address, phone number, and official postal address to send my claims to TAP Air Portugal. I have encountered two issues with TAP Air that I need to address: 1) My luggage was lost on my way to my vacation destination and only arrived once I returned home, leading me to purchase essential items during my trip. I am seeking compensation for this inconvenience. 2) Although my big travel bag was located at my final destination upon my return, it has since gone missing again. It has been missing for 21 days now, and I need to contact TAP Air to file for compensation. Despite several emails and numerous unsuccessful attempts to reach a TAP Air representative by phone, I have not received any response. Could you please advise on the best address to send all my invoices, compensation documents, and relevant information? I have already engaged a lawyer in this matter. I have the Property Irregularity Report (PIR) and claim reference ready as per TAP Air's requirements. Thank you for your assistance, Andrea

On July 7, [redacted], I had a ticket from Rome Fiumicino to Banjul, Gambia, flight TP833 with a layover in Lisbon and arrival in Banjul the next day on July 8, [redacted]. The layover unexpectedly extended due to unknown issues until the 12th of July, causing a delay of 4 days. As a Muslim, I was traveling to my home country for the festival of sacrifice, an important celebration for us, and I was eagerly awaited by my family whom I hadn't seen in years. Unfortunately, I couldn't make it on time due to the delays and cancellations of your flights. Upon finally arriving, 4 days late, I found out that my luggage containing personal belongings and gifts for my family had gone missing, and now, on July 19th, I still haven't been reunited with my bags. I want to know how all of this can be resolved, as I was left for 4 days not knowing where I was or when I would make it home. I missed the prayers we were supposed to do, and most importantly, I am without my luggage.

Dear Sir or Madam, My luggage tag number TP388944 is still delayed. My file number is BJLAT10241. My booking reference is O8468C. Brussels Airlines rebooked me on July 14th for a flight from Düsseldorf to Banjul. Due to a delay, I was rerouted via a Moroccan flight to Casablanca and then to Banjul on July 15th. Upon my arrival in Banjul, I did not see my luggage tag TP388944. I have been informed that it is still at Lisbon Airport. I urgently need the contents as they are essential to me here in Gambia. I have attached a photo of the luggage tag for your reference. Please expedite the delivery. Thank you. Regards, Pa Modou Lamin S.

On July 2, we flew with TAP Airways from Seville to Lisbon, continuing to Porto, arriving there early on Sunday, July 3. Sadly, upon arrival, all four of our suitcases were missing. We promptly filed a claim (OPOTP97398) with TAP for the missing luggage. At the airport, there was an error with one suitcase tag noted by the TAP lost baggage personnel – she incorrectly listed [redacted] instead of [redacted]. A website called Worldtracer was provided along with a file reference to track the progress, a system used by multiple airlines. Three out of the four bags were eventually delivered during our river cruise, but to date, my suitcase has not been found. Though we noticed the tag mistake about a week later, Uniworld was able to contact TAP to update the claim and adjust the delivery address to our hotel in Lisbon. The Worldtracer still displays the incorrect tag number. My bag's status shifted on July 15 from "Not Found" to "Delivery Process Initiated." Interestingly, on Worldtracer, the bags received have both a Date Received and a Date Delivered, while mine only shows a delivery date. Unfortunately, attempting to log in to the website now results in a message saying access is no longer available. Additionally, I have included the lost luggage claim filed on July 13 for reference. It's been challenging to recall all the contents accurately and assign a value to the items, as some things were forgotten in the initial list.