TAP Portugal Customer Service Issues

Hello, My name is Lars A. from Norway. I flew from Porto to Oslo via Lisbon on the 1st of May. Upon arrival at OSL, I noticed that my suitcase was damaged in transit. I visited the SAS service office, filed a PIR report for the damage, and reached out to TAP through the service portal on your website. I received a prompt initial response requesting my bank account details with IBAN and SWIFT code. After being informed once that my IBAN was incorrect, despite confirmation from my bank that it is accurate, communication has ceased. I have attempted to follow up through the website and "talk to us - chat" option without success. My claim number is DPR OSLTP10559. I am disappointed with the current situation as this level of service does not align with the standards expected from a reputable company like yours. It is imperative that the responsibility for resolving this matter lies with your company considering the damage was caused by your service.

I am traveling from Moscow to New York with a layover in Lisbon, and then from New York back to Brussels also via Lisbon. I purchased a discounted ticket that does not include cabin baggage, which was not clearly stated during booking. I am now looking to add cabin baggage for myself and my partner for both legs of the journey (Moscow to NY and NY to Brussels) but the information is confusing. Do I need to book extra baggage separately for each part of the journey? The booking process mentions "first baggage" and "second baggage" per flight per person. Does this mean we can have 2 extra bags per person, or do we need to book for both segments of the flight? I hope this explanation is clear.

I recently tried to input details for a handicapped person on the website, but encountered an error message. I called the helpline and despite speaking to an agent, the communication was abruptly cut off. Subsequent calls faced the same issue, even when attempting to provide a contact number for instances of disconnection. The call would disconnect before any resolution was reached. Please assist with my reservation, which is under code VZ7G68. You can reach me at +32 [redacted] [redacted] [redacted], I speak both French and English. Your prompt help is greatly appreciated.

I made an online reservation for three people and was charged on my credit card. I canceled the reservation and requested a refund on the company's website. After two weeks, the refund page showed that the transaction was refunded, but my bank has not received it. I've been checking with my account manager regularly, and they have not seen any refund yet. Typically, it takes up to 72 hours for refunds to show in the transaction history. This has been ongoing since the seventh of June, and it has been frustrating. I have spent a lot of time and money on international calls to Togo trying to reach customer service with no success. I really need the refund processed and any assistance would be greatly appreciated.

On June 21st, when checking in for my TAP [redacted] flight to Lisbon, I had a distressing experience with one of your agents who seemed upset and unwilling to assist me initially. However, another couple arrived, and she accommodated them promptly and kindly. Feeling discriminated against, I insisted on speaking with her supervisor before I was eventually checked in. Despite rushing to the gate, the flight was delayed by over 40 minutes, adding unnecessary stress to the situation. Seat 41 was also uncomfortable. As a Gold Star Alliance member, I expect better treatment and request a refund, referencing SP374305 Gold. Due to the anxiety caused by this incident, I need to return to NYC on July 1st for a doctor's appointment on July 2nd. Unfortunately, my overall experience with TAP Airlines has been quite miserable.

Hello, I have made numerous attempts to contact TAP concerning the cancellation of our flight from Lisbon to Natal. The rest of my family, with whom I traveled, have received their delay vouchers, and I hope that we will also be eligible for the same - a total of 3 vouchers amounting to [redacted] euros each. I have reached out via email and submitted a form on the TAP website, but have not received any response from the airline yet. I possess a copy of the complaint I lodged about the delay. I am eagerly anticipating your prompt response. Best regards, A.K. --- Email Subject: Flight TP 5 Delay Regarding our scheduled flight from Lisbon to Natal (TP 5) on March 23, [redacted], we encountered significant delays without proper communication. The flight, expected at 17:20, was rescheduled for the next day at 12:00. After finally arriving in Natal, approximately 19-20 hours behind schedule, our plans had to be rearranged due to the disruption. Despite modern means of communication, such as smartphone apps and emails, we were left uninformed. Despite being part of a group of 15 passengers, we were not updated about the situation unless we stood in line at the service counter. The lack of real-time information left us feeling neglected as we faced lengthy wait times for assistance. TAP should explore better methods to keep passengers informed during such situations. In accordance with EC Regulation [redacted]/[redacted], my family and I are eligible for compensation due to the substantial delay upon reaching our final destination. No alternatives, such as a similar flight, refund, or other transport options, were offered, and we were not properly informed of our rights to compensation or refund at the airports involved.

After speaking with a phone representative, I was advised that the discrepancy in pricing might be due to a website malfunction. The representative connected me to the main office promising they could provide the accurate price, but I ended up waiting on hold for over an hour without receiving any updates. I still need to finalize my reservation for two classic tickets from Naples to Dulles with flights TP [redacted] and TP [redacted], totaling $[redacted]. We also discussed the potential for a further discount due to my initial flight from EWR to Naples with TAP Portugal and the benefit of combining multiple flights under one reservation for cost efficiency.

I recently spoke with a representative regarding a pricing discrepancy, which he attributed to a website malfunction. After being transferred to the main office, I was promised the correct price. However, after being on hold for over an hour, I did not receive an update. I am looking to finalize my reservation for two classic tickets from Naples to Dulles, flights TP [redacted] and TP [redacted], as discussed. The total was $[redacted], with the potential for a further discount due to booking via TAP Portugal to Naples from EWR and the benefits of consolidating multiple flights under one reservation.

I'm looking to book a flight and have noticed that by making two bookings on TAP, it's much cheaper than booking all flights under one reservation. After speaking with a phone agent, it seems there might be a website error causing the price discrepancy. I was transferred to the main office for a solution but spent over an hour on hold without any updates. I'm interested in reserving two classic tickets for two individuals from Naples to Dulles, flights TP [redacted] and TP [redacted], totaling $[redacted]. Since I'm flying to Naples from EWR on TAP Portugal, I had to book separate one-way flights due to the website issue. The agent mentioned that booking multiple flights in one reservation is usually cheaper than separate bookings.

During our recent trip with your airline, we encountered two issues. Firstly, we paid for an upgrade to first class, but upon discovering that it was not true first class, we initiated a credit card dispute. However, we would prefer a refund from TAP Airlines. Secondly, despite having an existing $88 credit that was meant to be flexible, we were unexpectedly charged $[redacted] for checking one bag at Budapest airport. We were informed that the credit could not be applied to this charge and were directed to contact TAP Airlines concerning the matter. The $88 credit initially resulted from a seat upgrade purchase in economy. While we ended up upgrading to first class for $[redacted], we were advised that the $88 credit could not be refunded to our card but could be used with TAP Airlines for future expenses. We seek refunds for both the $88 credit and the misrepresented first-class upgrade from Lisbon to Prague on July 11. Our booking reference is KGDNTZ.

Hello, I am writing to address a concerning incident regarding the delay of our baggage during our flight from Lisbon to Barcelona on July 24th. Unfortunately, my baggage has not reached its destination in Abu Dhabi despite being informed that it would be transferred through Brussels Airlines. It seems my friend's baggage was successfully delivered, but mine is still missing. This situation has caused me significant inconvenience in terms of time, effort, and expenses. I have attempted to contact your team via phone and email but have not received any response. I urge you to prioritize this matter and provide a prompt resolution. Attached are the details of the incident for your immediate attention: Passenger: S. K. File Reference: BCNTP25317 Tag Number: TP652091 Passenger: G. E. File Reference: BCNTP25318 Tag Number: TP652107

I have been trying to file a complaint via your website following all the given procedures. However, the website is not allowing the form submission, resulting in the inability to generate a complaint file number. I have attempted to use different browsers and computers without success. This issue persists despite these efforts. Therefore, I am unable to track the whereabouts of my suitcase. Phone support has also been unhelpful as no complaint file was opened over the phone. It has now been 48 hours, and I am still in the dark about the location of my luggage. Please address this matter promptly. Thank you.

I want to raise a complaint regarding the officer at the Lisbon desk who refused to allow my wife and 2 kids to board the plane to Toronto. He deliberately delayed the process to prevent them from boarding. Despite waiting over 2 hours at the gate, the officer insisted the plane was full and refused to assist in finding an alternative flight. This treatment is unacceptable, especially since we frequently travel between Toronto and France without any prior issues. Ultimately, we were forced to purchase new tickets for over $[redacted] with Air Transat for the following day due to the situation. I am requesting a full refund for the original tickets and the hotel expenses incurred in Lisbon. It's vital not to deceive customers when overselling plane tickets, as this has left my young children traumatized by the experience. - Bruno Monteny

Lost Luggage Assistance for Flight Numbers TP [redacted] and TP [redacted] on August 15th: I've encountered an issue with my checked baggage for TAP Flight with a layover in Lisbon, Portugal at Toronto Pearson International Airport on August 15, [redacted]. Unfortunately, my suitcase did not make it onto the plane at YYZ. I am currently in Russia without any of my belongings as everything was in that suitcase, for which I paid a checking fee of $[redacted] to TAP. Despite purchasing some essentials locally, I urgently require my luggage. The Russian airport staff have been unhelpful, and the language barrier has made it challenging to communicate my situation effectively. With plans to travel from Volgograd to Moscow on Thursday, I am in urgent need of my suitcase by Wednesday before my departure from Volgograd.

Last March, I attempted to book a flight with a layover in Porto as advertised, which I found confusing. When I encountered issues, a booking agent suggested booking two separate flights (Faro to Porto and Porto to Toronto) as an alternative. However, I recently learned that the Porto to Lisbon to Toronto segment was altered and needed to be canceled with a refund. I am dissatisfied with the partial refund only for the Faro to Lisbon to Porto connecting flight, regarding it as unfair given the circumstances. Additionally, I am puzzled as to why the seat charges (P919CQ and P7TBRY) are non-refundable.

Your service is unacceptable. I am incredibly dissatisfied. My girlfriend's luggage has been lost for three days, and she was misinformed about our flight departure time, causing her to miss the plane. She had to pay an additional $[redacted] to book a new flight. This experience with TAP has been extremely frustrating, especially for a Portuguese person traveling from the United States to Portugal.

I purchased Classic service for flights departing from and returning to Boston on March 27, [redacted]. My wife, who requires medical assistance, needs to be seated next to me for easy access to medication. Unfortunately, upon booking, we were notified that we have no assigned seats. When I contacted TAP, I was advised to cancel the entire trip and rebook if seats are available. It is crucial for my wife to have an aisle seat, and we urgently require assigned seats together before our upcoming flight.

I have been attempting to file a complaint for the past three days, but unfortunately, the form on your website is malfunctioning. Here is a copy of the complaint I've been trying to submit: Airline: TAP Flight Number: [redacted] Flight Date: 09/21/[redacted] From: Lisbon, Portugal (LIS) Destination: Prague, Czech Republic (PRG) Class: Economy Reservation Number: R63FFQ Ticket Number: [redacted][redacted] Dear Sir or Madam, My spouse and I had a distressing experience on our recent flight (TAP [redacted]) from Lisbon to Prague on September 21. Despite being in the first boarding group, we faced issues with the staff regarding tagging our carry-on bags, causing delays and confusion. I was unexpectedly asked to check in my bags at the last minute, leading to a stressful situation as I had to quickly remove valuable items. While our belongings were fortunately unharmed, this incident was both disrespectful and breached security protocols. We shared our concerns with the flight attendants, who acknowledged the unprofessionalism of the situation. This being our initial encounter with TAP, it is regrettable that it may also be our last. Your attention and response to this matter are appreciated. Regards, D. Mayer

Subject: Feedback on my Recent TAP Flight Experience (TAP [redacted] June 26, [redacted]) Hello, As someone working in the Hospitality/Service industry, I typically avoid complaints, but I felt compelled to share my recent experience flying with TAP. Despite flying business class, I was underwhelmed by the service provided during my trip from Miami to Lisbon to Hamburg. Colleagues had warned me of their subpar experiences with TAP and unfortunately, I ended up echoing their sentiments. The flight from Miami to Lisbon was satisfactory, although not exceptional. However, the journey to Hamburg was disappointing. The lackluster service in first class, with only 7 passengers, stood out. When I requested a drink after 40 minutes onboard, I was met with delays. Even receiving breakfast felt impersonal, with items handed to me instead of being placed neatly on my tray. The overall hospitality fell short, making me feel less valued as a paying customer. My intention in reaching out is not to seek compensation, but rather to highlight the need for additional hospitality training for TAP staff. Improving customer experiences will certainly benefit the airline's reputation. Flight Information: Shahnaz Kashanipour TAP [redacted] Seat 2D June 25th MIA-MAD TAP [redacted] Seat 2F June 26th MAD-HAM Thank you, Shahnaz Kashanipour

We are willing to pay the $[redacted].00 penalty per ticket. The children experienced distress as they were unable to board the plane for the second time. The CBSA held onto their passports for over a week. We finally received the passports on October 4th at 2:00 PM and immediately headed to the airline office at 4:30 PM to be placed on standby. Unfortunately, we arrived too late to pay the $[redacted].00 penalty per ticket as the Travel agency had closed. We offered to pay the penalty at the Airport, but the supervisor refused, claiming he didn't have the authority to accept payments. This is not true. This is the second instance where the passengers were not allowed to board. The first time was due to the CBSA not having their passports, and the second time was delayed until October 4th at 2:00 PM.