TAP Portugal Customer Service Issues

During my recent travel from Lisbon to BOS which involved a connection through JFK, my two bags were rerouted with me to JFK due to a missed connection. I collected them upon arrival, went through customs, and dropped them off at JetBlue for my onward flight to BOS. Unfortunately, the bags have since gone missing. I filed a report with JetBlue (claim number BOSB[redacted]93) but they have been unable to locate them. The bags in question are a large softside Samsonite purple bag and a medium black softside Pathfinder bag. The TAP bag claim numbers are [redacted] and [redacted]. The purple bag contains important medical records that I need for my doctor in the US. These bags carry all my belongings as I sold everything before leaving for Peace Corps. It is crucial for me to retrieve them promptly.

My name is Alice S. Reyes. I received a breast cancer diagnosis on May 17, [redacted], just before my TAP flight from Newark to Valencia, Spain. My husband bought me a return ticket for June 8, [redacted] to come back for surgery. I am currently in the US preparing for surgery and radiation treatment. I am requesting a refund for the return flight booked on August 1, [redacted] due to my cancer diagnosis and upcoming surgery. I believe that given the circumstances, it is reasonable to ask for a refund almost sixty days in advance. Could you please advise me on the required documentation for the refund process? Both my husband and I have used TAP several times for this route and have recommended it to friends and family, mainly because of the convenient stopover in Lisbon.

Our flight from Lisbon to Madrid was delayed by 2 hours, resulting in us missing our connecting flight to Santorini. We request alternative transport or accommodations for the night in Madrid. We seek documentation regarding the extended delay. At the Lisbon check-in desk, we had a distressing encounter with unhelpful and rude staff. While previous flights with Air Portugal were smooth, we faced issues with luggage policy inconsistency between cities this time. We were disappointed with the service and lack of assistance. We are dissatisfied with our experience and hesitant to recommend Air Portugal.

Hello, I'm reaching out for assistance as my travel plans have been disrupted. Currently in Terceira, my flight with SATA to Lisbon has been canceled. This has affected my connecting flight to Madrid, which I've arranged with TAP Portugal. Due to the rescheduled flight now on offer by SATA, I risk missing my next connection to Paris with Air Europa. The SATA representative has mentioned a possible collaboration between TAP Portugal and Air Europa, which might help me avoid extra costs for purchasing a new ticket to Paris at short notice. I'm hopeful that this link can be utilized to ensure a smooth continuation of my journey. Thank you for your attention to this matter. Diana H.

My wife and I are traveling in business class from Milan to Boston today, October 21, [redacted]. Upon arrival at Lisbon airport, we were directed to passport control and had to wait in a very long line. After that, we tried to find the Business class lounge but were informed that we would need to go through passport control twice more - once to access the lounge area and then again to return to the gate area. Despite having a 3-hour layover, airport staff advised us that we wouldn't have sufficient time to visit the lounge due to the repeated passport controls. As a frequent business traveler, this experience is unprecedented for me. I am frustrated and would like to request reimbursement. Best regards, Tal Geva Confirmation number NTUFVL

We have a flight booked on Aeroplan Air Canada Rouge Premium Economy for April 4, [redacted], from FAO to YYZ with a layover in LIS. The fare from FAO to LIS is for Class X Economy, not Premium Economy, even though our points were for Premium Economy. Since our luggage will be checked through to YYZ, we need confirmation that there will be no charge for checking in 2 bags each weighing 23 kg for 2 passengers. I am unable to find a way to confirm this and it's urgent as we may need to cancel our flights if we are unexpectedly charged for the luggage. Our return flight from YYZ to FAO in December, booked using my husband's Aeroplan points, did not have this issue as it was in Premium Economy.

During our recent trip from Boston to Lisbon returning to Toronto on October 25, my wife and I had a great time in Portugal, but we were disappointed with the service from your airline. We paid an extra $[redacted] to upgrade our seats for both legs of the journey. Despite this, upon arrival in Lisbon, we found out that the seats we were assigned were not bulkhead as requested. We were then informed that to get bulkhead seats when flying back to Toronto, we needed to pay an additional $30. We accepted and were assured that we would have bulkhead seats on the return flight. However, when we boarded, we were given seats in row 8 instead of the promised bulkhead seats in row 7. In total, we paid $[redacted] for upgrades that were not properly fulfilled. For reference, our ticket numbers were [redacted][redacted] for Elaine and [redacted][redacted] for Gary Carr.

Hello, We urgently need to inform you that we are currently stranded on Maio Island in Cape Verde due to a delay with the local boat transfer from Maio to Praia. The scheduled departure time was 8:00 pm on November 16, [redacted], with an expected arrival at 10:00 pm on the same day. However, the boat will now only depart tomorrow, November 17, around 12:00 pm. Our booking reference is S7VO6Z. We had checked in for our return flights with TAP yesterday, flying from Praia to Milan (MXP) via Lisboa, with the first flight at 01:20 am. We kindly request your assistance on how to proceed with rebooking our TAP flights back home due to the delayed boat transfer, which was out of our control. We will provide a certificate from the ship verifying the delay once we reach Praia. We have limited access to WiFi but will keep an eye on our emails. Your help in resolving this matter is greatly appreciated. Thank you, Vesna S. Pietro A. [redacted] [redacted]

Hello, I flew from Faro to Brussels on December 10, [redacted]. During the flight with a layover in Lisbon, my suitcase did not fit in the cabin on the Faro to Lisbon leg. They removed it, promising to send it directly to Brussels. However, upon arrival in Brussels, my suitcase did not appear. I filed a complaint and waited at the hotel, but it did not arrive. I had to purchase clothes, toiletries, and borrow money. I am reaching out to request reimbursement for these expenses and for the return of my suitcase. I have attached the luggage loss complaint report filed in Brussels for reference. Once I hear back from you, I will provide all necessary documentation for the reimbursement process.

I had a disappointing experience with your airline while traveling with my wife, Rene Kozloff. We were scheduled for multiple flights through Star Alliance members, TAP, Air Canada, and United, on December 25. Despite assurances, we faced challenges at the Porto airport, leading to missed connections and additional expenses. Our distress was compounded by unhelpful responses from staff and the inability to reach the necessary airline representatives for assistance. Due to the mishandling of our travel arrangements, we had to incur costs for rebooking flights, hotel accommodation at Radisson-Blu in Zurich, and dining expenses at Filini's. As long-time loyal United/Star Alliance customers, we believe our treatment was unacceptable. We seek reimbursement for the unused miles, additional ticket fees, and the hotel and dining costs arising from this disruption. We anticipate your prompt attention to this matter and hope for a satisfactory resolution.

I recently encountered a challenging situation with your airline during my trip from Porto to Washington Dulles. Upon arrival to Porto airport on December 25, my wife (Rene Kozloff) and I (Louis Kozloff) were faced with the issue of not being able to check our bags through to our final destination. Despite the assurances we received prior to the flight, we were informed otherwise at the airport. The inability to check our bags through led to a missed connection in Zurich, which resulted in us incurring extra costs for new flights, hotel accommodation, and dining expenses. I've provided details of the flights, ticket numbers, and confirmation numbers for reference. The customer service I received at the airport was unhelpful and left us in a difficult situation. As loyal United/Star Alliance customers, I believe we are owed reimbursement for the unused miles, fees for the new tickets, and costs related to the unplanned overnight stay. I trust that a fair resolution and explanation will be provided promptly.

I encountered an issue with my flight booking with the departure and destination being switched, resulting in a wrong date. The original plan was LIS to JFK on October 7, [redacted], but it got changed to JFK to LIS instead. After contacting customer service, I was able to get the date fixed to September 14, [redacted], from JFK to LIS without altering the departure and destination. However, during the second call, despite requesting only a date change to September 14, [redacted], from JFK to LIS, the booking got switched back to LIS to JFK. The call taker mentioned a supervisor would follow up but couldn't provide a timeframe for the resolution. The second reservation, TVQ377, for LIS to JFK on October 7, [redacted], remains correct. I have emails documenting both the original and incorrect reservations for JFK to LIS on October 7, [redacted].

I need help correcting a booking issue with reference number TPXGZP for a flight from JFK to LIS. Originally booked for October 7, [redacted], I need the date changed to September 14, [redacted] without any added fees or changes to the departure and arrival cities. Initially, there was confusion as the computer mixed up the locations and the travel date. Customer service assisted me by updating the date correctly but swapped the departure and destination cities. On a subsequent call, the agent understood my request for only a date change but couldn't rectify the error. I am waiting for a supervisor to address the issue but was informed it might take weeks. My second reservation with booking number TVQ377 for LIS to JFK on October 7, [redacted] remains accurate. I have email documentation for the original and incorrect booking for the JFK to LIS flight on October 7, [redacted].

Regarding Complaint [redacted]/[redacted] & [redacted]/[redacted], this is my fifth attempt to reach TAP for assistance. I booked a flight through Cheapoair with a name error on the ticket. Cheapoair has been trying to change the name with TAP for over three weeks, submitting requests every two days. Despite multiple follow-ups, there has been no response from TAP. When contacting Air Portugal with confirmation number JHXMFM on Feb 4th, [redacted], the agent confirmed that Cheapoair needs to submit the name change request. The prolonged delay in resolving this simple name correction is frustrating, whether due to airline oversight or high volumes of customer complaints. I will persist in my efforts through complaints and calls, hopeful for a timely resolution. - D. MacPhail

I encountered a very unpleasant staff member named Miss Lopes who rudely informed me that my hand luggage needed to be checked in despite weighing less than 10kg and having ongoing travel plans. She mentioned having an overbooked flight and insisted on checking in my bag in a disrespectful manner. Although my bag initially fit the size measurements, Miss Lopes insisted on re-measuring it, claiming the wheels were an issue. The treatment I received was completely unacceptable considering I paid for this service. Other passengers shared my sentiments, and the poor service continued onboard. It is evident that the training of your staff needs improvement. Miss Lopes should reconsider her approach towards customers. Clear communication would have made me more willing to check in my luggage. Customer preferences, especially when already arranged, should be honored. I anticipate a prompt response and hope my luggage arrives on time for my connecting transport; otherwise, I will expect reimbursement for the inconvenience.

Hello I would like to receive my receipt online, but I keep getting the message "No documents were found based on your search." I have the Last Name and Ticket number from the boarding pass. Could you assist me with this? Thank you. Hello, could you please provide the booking reference? Yes, the booking references are JFOSG2 and JFXLL2. I require receipts for both. Please send them to me. Thank you. We will send you the boarding passes within the next hour. Let us know if you have any other questions. I have the boarding pass, but I actually need a receipt. The webpage is not processing correctly for me. If I input the ticket number and last name from the boarding pass, it says "No documents were found based on your search." If I provide you with the boarding pass data, can you send me the receipt? Yes, we will send you the receipt within the next hour. To process that, we need your tax number, please. Could you please clarify what you mean by "tax number"? Where can I find this number? I apologize for the confusion. It's your Tax ID number we require to issue the receipt. My Tax ID is [redacted]76. Thank you.

I am attempting to contact the airline regarding a flight I booked for my fiance from Toronto to Delhi on April 14th with PNR LTQDJT under the passenger name Saurabh Batra. Unfortunately, my fiance could not board the flight due to the transit visa requirement at the two stops, which was not initially communicated by the booking agent. I am seeking a full refund in light of this issue, considering our upcoming wedding and the significant inconvenience caused. I kindly request the airline to issue a letter confirming my eligibility for a full refund based on the absence of the required transit visa. This documentation is crucial for me to proceed with the refund process through the booking agent. I sincerely appreciate any assistance the airline can provide in this matter. Thank you. Warm regards, Neha W.

Dear TAP Customer Care, I would like to draw your attention to our booking under record locator Q9KX6A made on October 27, [redacted]. On flight #[redacted], the seats we paid $52 per person for are now unavailable. I am struggling to reach you at [redacted]. Can you please help reinstate these seats? Our passengers are departing on May 2. If you attempt to contact me, please note that our general agents will answer the phone; kindly identify yourself as TAP Airlines returning a call to Joyce from the Travel Specialist Department. I eagerly await your response and will continue trying to reach you on the provided number. Joyce F. Travel Specialist [redacted] Phone: [redacted] PLEASE GIVE THIS MATTER YOUR UTMOST ATTENTION.

I would like to address the issue I encountered regarding my flight booking reference SP9KTF. We paid $[redacted] extra for Emergency exit seats for four passengers on Flight TP262 from Toronto to Lisbon. Upon arrival, we were informed that the seats were changed due to an aircraft change, and we were not allocated the Emergency exit seats we had reserved. The staff at the gate was unhelpful and did not apologize, instructing us to contact TAP office for a refund. We were reassigned to regular seats, which were uncomfortable for us. I possess the EMD receipts for the additional payment and am seeking a full refund of $[redacted] as promptly as possible. Kindly acknowledge the receipt of this correspondence and provide details on when we can anticipate receiving our refunds. I experienced challenges reaching your customer service, enduring a 45-minute hold before being disconnected. If necessary, feel free to reach out to me at +1-[redacted].

Our flight departing from JFK was delayed without any explanation provided. Consequently, our connecting flight is at risk of being missed, although the check-in agent assured us otherwise. Surprisingly, the new ticket she provided indicates a departure time 10 hours later than our initial booking. Even after requesting an earlier flight, I was informed that no alternatives were accessible. Nevertheless, upon conducting an online search, I discovered an alternative option that could get us to our final destination, Seville, SPAIN, four hours earlier than our current reservation.