TAP Air Portugal Reviews

After booking a refundable business class ticket ($250 penalty)I had to cancel due to covid. I tried to request the refund online but the system did not recognize the ticket or confirmation number. I wrote to the flytap complaint email and NEVER received a reply. I tried for 3 months to get TAP to answer the phone but was on hold in excess of an hour multiple times and could not stay. I FINALLY called the direct number in Portugal which resulted in a 1 hr 45 minute call - and was FINALLY given a case number and told it was approved. I just received the refund and the penalty was applied incorrectly - I was overcharged $281. I called again - 48 minutes later the customer service person said I had to do it online or give her my bank info. I wouldn't as it was a card purchase. After more than 7 hours of phone time I can state that despite running a Global Company for more than 38 years, flying over 200k miles/yr more than 15 of those years THIS WAS THE WORST SERVICE I HAVE EVER ENCOUNTERED.

Was forced to pay for check in luggage for my carry on because it's combined weight with my backpack was above 10kg. It was the price of the ticket

Absolutely amateurs and no wonder this company is close to bankruptcy.
I hope, should you chose to fly TAP, that your flight will not be cancelled, as refund processes are a joke. Seams staff are not trained adequately to handle simple customer service issues. e.g. refunds due to TAP choosing to cancel a flight.

Would give zero stars if I could. Worst customer service I've ever seen. All I wanted was to change my flight. 3 lengthy calls later, hold time >1h with successive transfers of department and then no one picking up. Never managed to change the flight or get assistance. Highly unreliable this company, strongly recommend booking yourself with another airline if you have the choice.

Paid for upgraded seat and checked bag on 16 May 2022. Flight changed by TAP in mid July to a later time of day. On check-in on Aug 28, 2022 was forced to pay for upgraded seat and checked bags again.
Customer service was difficult to access but polite, and could get no action on refund despite several calls.
To avoid issues fly with a different airline, and if you do have an issue enlist your credit card company immediately.

I agree with others-0 stars. Non-existent customer service and auto replies by bots. Flight postponed at last minute in October and still no refund January. Left to fend for selves at airport for luggage, accommodation and taxis. 3 hrs wait. Not adequately manned. Got in hotel at midnight to get non-direct flight the next day at 6am. Still out of pocket. CEO and Customer Service Director should be ashamed of the appalling service offered. Civil Aviation Authority also poor although would advise the unhappy to sue via their dubious arbitration/mediation offering. I shall raise their own poor service with my local MP. Complaining direct via their app or by email is a waste of time.

Horrible customer Services
We just used this airline once and I can confirm that was the last time. The flight was delayed from Heathrow, and we missed the connection in Portugal. I paid for my seats and didn’t get the seats I paid for myself and my family. They don’t take complaints seriously as I emailed them and never received a reply. Customer services is horrible. They are rude and take no consideration to your complaint. They simply DONT CARE. I gave 1 star because there isn’t 0. Avoid any any cost. TAP you should be shame and provide training to your rude bundle os staff. GOODBYE FOR GOOD! And I wish luck to your next victim Of your appalling services!

Never normally take time to write reviews but this lot are a disgrace. Cancelled our flight and rescheduled into a totally different airport. No explanation just a text to say we'd been rescheduled.
The website is an absolute joke, the complaints form doesn't work properly and won't submit. Emailed to explain that the online form doesnt work and they responded to say ... please use the online form.
Finally managed to submit a complaint but no email confirmation and the only way to check a complaint status is to use the ref on the email. Honestly it's an absolutely laughable service. Even the feedback form they ask you to complete won't submit. Clearly have no intention of dealing with hour 9 hour delay and arrival into the wrong airport, useless.

My suitcases were delayed with two weeks after a landed I received my suitcases two weeks later, the large suitcase and the baby suitcase were both totally ripped and broken. I submitted a claim and 4 months later still no response still on the under investigation this is really unprofessional. I bought two brand-new suitcases totally broken and beyond of any repair, this is really unacceptable customer service is very number does not pick up and if you manage to speak to someone it's a call centre India that will gibe you general information with known solution or able to make any discretions. very bad dont travel with them.

Flight got delayed. My partner and I lost our connecting flights. TAP representative said TAP would refund hotel and transportation. They never did despite being timely provided with all necessary invoices as requested.

Flight canceled in May 2022 with no good reason, we are here now 7 months later with no compensation and basically being ignored. Totally appalling customer service, utterly disgusting and they have no respect for their customers.

Ruined holiday!
Summer 2022 my partner and I were going to the music festival in Lissabon. Bought tickets for more than 1.300 Euros but in the airport we were denied to go onboard. No explanation. Next day we received a mail with another flightplan and also a stopover, again no explanation at all, just the new reservation. That was with Lufthansa, so a totally different initially. In the end we arrived more than 30 hours late, and just in time to be too late for the concert we came for.
NEVER a word from TAP air. Never an apology. NO reimbursement. Here, 6 months after our complaint is still "under analysis".
TAP air sucks. Been delayed in airports before of course , but never felt shat on like this before.
TAP air gets 1 star because you can't give 0.
Thanks for nothing

Our flight got cancelled and it was confirmed we were going to have a refund. It’s been almost one year in the meantime and still no refund. Weekly calls with customer service who promise everytime that it will be arranged. Mutiple cases were opened but no proper follow up. Only high phone bills.
I’m still hoping for the refund… @TAP: Take your responsibility

I really don’t recommend Tap Portugual. I applied for refund as my flight was changed and they paid me back nothing. After 3 days trying to contact them by phone, i was waiting 50 min in average, they answered me and said that my flight was changed under regulations and i should read the information. But there is this option in the site to cancel in case of flights changes. They made me feel stupid and i lost €1100. I asked them if they could do something, they said NOT without any concerns. I cried while talking and they were cold and just said it was my fault. please don’t buy tickets with this company.

Still waiting for a refund for cancelled flights due to Covid nearly 3 years later. Several promises of the refund being processed as soon as possible but no sight of the money.
They company are clearly in breach of EU regulations but do not appear to care about this.
I would never book with them again as this is totally unacceptable.