TAP Portugal Customer Service Issues

Dear TAP, My wife and I traveled to Rio de Janeiro this year after purchasing tickets through eSky. Prior to our departure on August 24th, I discovered that our tickets did not include luggage. After contacting the agency, I paid an additional [redacted] Euros for luggage. Our flight route was from Belgrade to Rome, then Lisbon to Rio; returning from Rio to Lisbon and on to Berlin then Belgrade. Upon arrival in Rome, we found out our luggage was only checked to Rome, and we had to pay an additional baggage fee of [redacted] euros in Lisbon as our luggage wasn't included in the ticket. Despite showing evidence of the paid luggage, we had to pay again. In Rio, a TAP agent confirmed our luggage inclusion for the return journey. We are seeking clarification on whether we are entitled to a refund of [redacted] euros due to paying twice for baggage. Sincerely, Erna and Branko Lozuk

I recently made a reservation on TAP Portugal from FLL to VCE in basic economy. I intended to use my star alliance miles from ANA to upgrade to business class for myself and my husband. Unfortunately, the ANA website didn't allow me to upgrade using miles. After speaking with customer service, I learned that "O class" economy seats are not eligible for upgrade, only "Y class" or "M class". I was unaware of this restriction and am considering canceling my TAP flight within the 24-hour window. My focus now is on finding eligible economy tickets for the upgrade with my ANA miles. My Reservation # is JOS741. Thank you for your help.

On August 8th, I missed a connecting flight with TAP Air Portugal due to a previous delay. They provided me with a ticket for the next day, but I had to arrange and pay for a hotel as they had none available. I submitted my expenses online. I spent [redacted] euros on the hotel and around 20 euros on a taxi. However, I have not received any refund or communication from TAP Air Portugal yet. I request TAP Air Portugal to reimburse me for the expenses incurred due to their delay and provide compensation for the day of work I missed because of this incident.

Good afternoon, I recently booked flights for my mother, but her last name was omitted from the booking. Despite my efforts to contact the agency, I have not received any response. I have read negative reviews about the company stating that they do not address such issues, which is concerning. If my mother travels to the airport without her last name on the ticket, will she still be able to fly? Alternatively, can I pay directly to TAP Air Portugal to have her last name added? It is crucial that she can join me for Christmas, so I am willing to cover any associated fees. The booking reference for the flights is L9SJ8V and LSLMHU. Any advice or assistance would be greatly appreciated.

On 11/4/[redacted], my baggage was lost, and I filed a claim at the airport with reference number RAKTP12573. Despite numerous calls and complaints such as [redacted]/[redacted], TAP Air Portugal has not responded adequately. I have faced issues with their inventory form, which I have tried to submit multiple times without success. After contacting them more than 10 times since 11/4, an agent on 11/29 asked me to resubmit the form, even though it was already in my file. Surprisingly, on 11/30, I received an email stating my file was closed due to their inability to reach me, despite my efforts to communicate with them.

I bought 3 tickets for a flight to Portugal on March 17th with a 20% off online sale on November 29th. (Booking reference: L2KOPZ). Later, when I realized I hadn't chosen seats, I found out that seating and baggage cost extra. The price jumped from $[redacted].00 to $[redacted].00. When I inquired about switching to a discounted fare that included seats and baggage for $[redacted], I was informed there would be an additional fee, making it more expensive than my current booking. Despite the ongoing sale, they couldn't reissue the tickets. I am disappointed with the lack of customer service, especially considering I am 75 years old. I anticipated more understanding and flexibility from the agent. Regrettably, this will be my final experience flying with your airline.

Hello, I had planned a trip for two people on October 10. Unfortunately, I was hospitalized and couldn't travel from Brussels to Lisbon. I contacted your services over the phone and provided proof. I was told over the phone that I could reuse the tickets before March 8, [redacted]. However, I did not receive a confirmation email from you. How should I proceed, and how can I contact you? I would like to travel soon. Thank you very much for your response. My email is [redacted]

I will be traveling with a small group to Lisbon on flight TP1371 on December 25th, returning to Manchester on flight TP1372 on December 31st. One of our group members, Mr. Mark D., has learning difficulties and can get anxious, especially since he has never flown before. We have booked Business class tickets. Is there any assistance or provision available to help accommodate Mark during the journey? Your guidance on this matter would be appreciated. Thank you. - Darren Wilkinson

Hello, good morning, I was checking in for my flight tomorrow and clicked to see the prices of the seats in case I wanted to make a change. I had an issue with the internet on my laptop at work and had to update the browser, after which the system thought I had changed my seat and clicked on confirm/pay. Could you please let me know if it's possible to correct this and go back to my original seat? The seat is similar to the one I already had, so I don't see the reason to pay to change seats.

I recently flew from New York to London on 12.12.[redacted] with Tap Portugal, traveling through Portugal. The flight numbers were TP208 from New York to Portugal and TP1356 from Lisbon to London. While in Lisbon, my cabin bag (tag no. [redacted] TP [redacted]) was placed in the hold. Unfortunately, upon checking my bag, I discovered that my small jewellery box, containing artificial jewellery and a gold chain purchased in India on 14.11.19, was missing. I am requesting an investigation into this matter and a resolution as I am greatly disappointed with the service provided. My ticket number is [redacted][redacted], and I look forward to your response. Thank you.

I inadvertently purchased duplicate tickets for the TAP flight TP237 from Amsterdam to San Francisco for Patricia Trimble and Douglas Kenning on December 16, [redacted]. Due to a delay on the initial TAP flight which caused us to miss the connecting flight from Lisbon to SF, we had to re-route our journey via Newark. The situation arose when I made the initial purchase on your website at the end of November but did not receive a confirmation or reminder, possibly due to unreliable internet in Sicily. Realizing the issue on December 14 or 15 just before the flight, I feared we had no ticket and repurchased the tickets. Upon checking my credit card statement back in the USA, I discovered the duplicate payment. I kindly request guidance on the process for receiving a refund for the excess charges. Thank you for your assistance. Patricia Trimble

I attempted to book a round trip for my husband and myself from Toronto to Lisbon and back. Unfortunately, I encountered issues completing the booking online despite selecting flights and providing personal details. Upon contacting customer support, the agent assisted me in finalizing the booking, but the fare increased from C$[redacted] to C$[redacted] without any explanation. I find this price hike unreasonable and am seeking clarification as well as the opportunity to book at the originally quoted rate. I would appreciate it if the airline could honor the initial price so I can proceed with the reservation. Please get in touch with me regarding this matter. Thank you.

On January 25, [redacted], I will be flying to the Gambia, West Africa, from London, UK, with a group of charity supporters to visit the Ceesay Nursery and Primary School, a project of our educational charity. We usually benefit from a charity baggage allowance when flying with Thomas Cook but are now traveling with TAP Airlines. I am inquiring whether TAP Airlines offers a similar allowance for school supplies and toys for the children. Additionally, I am curious to know if TAP has a charitable program like Thomas Cook did, as we are seeking funding support for an educational playground for the school. In the past, we have had generous sponsorships, including from businesses like Gambian Money Service APS and Ninja Tune. I would appreciate the opportunity to discuss these matters further with a TAP Airlines representative. Thank you. - D.F., Chair of Ceesay Nursery and Primary School Charity

Subject: Name Correction on Reservation Reservation Code: KAC76N Name: BYUNGSUCK H. E-ticket Number: [redacted]76 Passport Number: M[redacted]71 Email: [redacted] Mobile: +[redacted][redacted] I made a mistake in spelling my name during the booking process. My correct name is BYUNGSUCK [H.] and not BYUNGSUVK. I booked a ticket on TRIPAIR for a flight from Seville to Lisbon on March 16, [redacted], at 14:50. I have already notified TRIPAIR about this error and understand that minor spelling corrections like this can be rectified without penalties. However, TRIPAIR is now requesting a fee of 65.00 EUR for this name change, which I believe is excessive. Many Korean travelers in similar situations have expressed their concerns about TRIPAIR's handling of such cases online.

I've attempted multiple times to book checked baggage (23 kg) for my flight from Munich to Sao Paulo. Each time, the system has displayed technical issues preventing me from completing the booking. Although it briefly shows checked luggage available, it does not allow me to try again as it assumes I already have checked baggage. I also tried booking over the phone, but I ran out of balance while waiting on hold, and the call got disconnected before I could finalize the payment. I would appreciate it if someone could reach out to me.

I accidentally made a duplicate booking for 3 people through lastminute.com and now need to cancel one set of flights as we only require 3 seats, not 6. Lastminute.com claims TAP does not allow refunds. My name is Ryan Drake, and I mistakenly booked two flights for Monday, July 6th, to Lisbon and Faro for myself and 2 friends, with a similar situation on the return journey on Sunday, July 12th. Unfortunately, Lastminute.com has not provided the ticket numbers. I am hoping to cancel one of the duplicate bookings and inquire about any associated fees. Despite attempting to contact within 24 hours, I understand there may be small fees due to the timing. I seek a smooth resolution and believe addressing this matter directly with a reputable company may be more effective than with Lastminute.com. I managed to cancel the duplicated hotel booking by contacting the hotel directly, and I hope for similar assistance with the flights. Thank you. Ryan Drake

I am writing to inform you of my upcoming travel plans with Kathryn Longenbach on TAP flight [redacted] and TAP flight [redacted] from Boston, MA, USA to Rome, Italy on March 18 and 19, [redacted]. Unfortunately, due to the Coronavirus travel ban to Italy, we have to cancel our flight. I am inquiring about the policy for refunding our flights. I attempted to contact the help number 1 [redacted] but was unsuccessful in reaching someone despite trying from two different phones. Given the circumstances of the travel ban, we would hope for a refund for our flights. If refunded, we plan to reschedule our travel to Italy at a later date this year. Thank you for your attention to this matter. Sincerely, Marc DiBenedetto.

My wife and I are set to fly from Toronto to Lisbon tomorrow on Flight [redacted]. I'm Layne Lewis. We bid $10 per seat for upgrades we were offered. We recently noticed a charge of $[redacted].13 on my Visa from TAP WEB USA Plus Grade Newark NJ. I believed it was just a small bid amount, not a significant charge. I kindly request a reversal of this charge as soon as possible. Please investigate and update me on the status of this matter. Thank you. Layne Lewis itinerary # [redacted][redacted]

Subject: Flight Itinerary Change Inquiry and Assistance Needed Good morning, I am Andrea Fernández from the embassy of Spain in Washington DC, holding a diplomatic visa. My flight reference is OZAVMS with the following itinerary: April 1st departure from NY (EWR) at 6:00 pm, arriving in Lisbon (LIS) at 8:10 am on April 2nd, then departing to Madrid (MAD) at 10:25 am, arriving the same day. I recently received a notification about a flight change to April 3rd while the itinerary remains the same. I am inquiring about the possibility of changing the flight back to my original date, March 31st. If not feasible, I would like to proceed with cancelling my flight for a full refund. The change affects a business meeting in Madrid I planned for April 1st. Despite multiple calls to your offices going unanswered, I am eager to resolve this matter promptly. Kindly provide a contact number for immediate assistance. Thank you.

My spouse and I, Peter L. and Jane S., have a flight booked today, March 12 at 7:05 PM from Newark to Barcelona (with a stopover in Lisbon) "ROIJBK," and returning on March 20 from Madrid to Newark (with a 4.5-hour layover in Porto). We unfortunately must cancel our flight due to our country's restriction on incoming European flights because of the Covid-19 virus. We've been trying to contact you for the past few days, but all our calls get disconnected. This situation is very frustrating. We need to cancel and avoid being charged for the flights (it's beyond our control). Kindly advise us on how to obtain a refund. Our nearest airport is a 2 1/2-hour drive away. Thank you! Best regards, Peter L. and Jane S. Email: [redacted], Phone: [redacted] (USA) [redacted] Gladiola Dr. Clarks Summit, PA [redacted]