TAP Air Portugal Reviews 363

Flew with TAP Air Portugal from Faro to Manchester via Lisbon. Our flight was cancelled and, as we arrived at the airport 2.5 hours before our flight was due, we received a text telling us it was cancelled and not to travel to the airport. TAP doesn't have its own staff at Faro so we approached their agent's desk to ask for help. The agent was extremely rude and annoyed that we bothered them, telling us there was nothing they could do and to wait for advice from TAP, so much so that our daughter was in tears after the encounter. Other passengers, some also with young children, were equally concerned at the situation we found ourselves in with absolutely no help from TAP. I emailed TAP having been unable to reach them by phone but by the time they responded a gate had been opened to re-schedule passengers on to planes the following day. This was handled very well, with passengers sent to a 5 star hotel in Vilamoura for the night and plenty of information on the arrangements for re-arranged flights the next day. In the end, the airline dealt with the situation well and took care to ensure we had what we needed while we waited for our re-scheduled flights. However, the confusion and anguish which passengers suffered at Faro airport with no initial help from TAP's agent was completely unnecessary and has put us off flying with TAP again. This may have been a problem with the agent at Faro rather than the airline but TAP need to ensure that agents give adequate support and not leave passengers to try and help each other in this type of situation.

TAP cancelled my flight in July 2022. I applied for the compensation due. I emailed, phoned, posted letters to their Chief Exec, but they ignored me, tried to mislead me, and lied to me for a year. I went to ADR, TAP refused to engage with them, but ADR forced them to pay the £220 owed which I have just received. It hardly compensates for all the time I've wasted pursuing them. This is a rogue company, its systems are broken, its staff deceitful. I would never feel safe flying with them again. The sooner this dirty little airline loses its licence to operate in the UK, the better for all concerned.

If I could give 0 stars I would. Travelled on a long journey with a short connected flight all on Tap airlines. They would not allow us to fly on an early flight which stranded us in Lisbon airport for an additional 4 hours. As for the flight - poor food and drinks were minimal with staff upset when asking for a drink. One flight was delayed and we missed a following connection which left me further out of pocket. When I sent them an email I got an email response “we count on you travelling with us again in the future” brutal service. I normally fly KLM for this flight, never again!!

Never ever do business with this company. They canceled my flight, issued a voucher and refuse to issue a refund. Basically a scam. I will never let them get away with this and will take legal action if necessary.

Complaint number 2023-0002529503

”Full Refund Tickets” Mean hours and hours on the phone and many exhausting back and forth emails where like in a court case I had to prove my rights over and over again. Only to get cold, standardised and unhelpful replies. After two months of this I received the refund. I will obviously NEVER fly tap again.

too much drama with this airline. I regret buying from them for my nephew and granddaughter. I used Justfly and from the day of travel, I had to deal with buying extra bags because it only allows a carry on. Customer service is bad too, they don't have access to the internet and cannot help with anything internet. I tried to change the flight and it was going to cost an arm and leg. I should have used the bigger airlines instead of using Tap Air Portugal. The last straw was they changed the departure date without notifying the customers. They don't deserve one star, it should be half star if that exist.

I booked a flight for two on TAP Air Portugal for a flight from US to Italy with change of planes in Lisbon. They charged me $250 to be able to check one bag per person, but it turned out that they were charging me that for only one direction of the flight (note that they limit the weight of carry-ons to only 10kg now). It said in print on the website that this was for my trip from “Boston to Boston” which would have covered the entire trip, but I discovered that, no, it was only for the outgoing portion of the trip and I would need to pay again for the return portion of the trip. And at the airport they would have charged me a whole lot more. They would not let me speak to a supervisor even though I was told I would be able to the following morning which I tried to do. Personally I think this company is doing legal thievery, But also at issue is having misstatements on their website and email receipts that are very unclear (they don’t show any total on the receipt nor explain that the bags are only for one direction). I needed to call them to verify things and that is where I learned we had a problem. Beware. Fortunately, in the US we have 24 hours to cancel. They tried to tell me to just file a complaint, but I would have lost that option to cancel. So after 10 disconnected calls I managed to file for a cancellation.
Follow up: Today I checked Air Portugal's website and my reservation had been cancelled, but... I followed links to find out the status of my refund and all it said was that a refund had been processed. What it failed to disclose (and I believe that is very deliberate) was that they kept $250 of my money. So had I not gone to my my credit card statements online, I would not know that the credit that they issued was way less than I was entitled. Again, hopefully this will be addressed by my filing a dispute with my credit card company. Ironically, they may have decided that they could keep the money I spent on extra baggage which was misrepresented online, but that also is not legal in the US.
Follow up #2: After filing a complaint with the US Department of Transportation, I did receive the refund of the $250 that they had kept.

I travelled from London to Lisbon on the 21st Sept 23, at the airport the staff at the boarding gate was extremely aggressive when asking us to place the bags inside the box to check the size ( I was never asked this before). I explained that I needed to take the bag with me as I had medicine inside and the Asian male threatened to expel me if I didn't do as I was told! THE AUDACITY & RUDENESS shocked me but as I wanted to travel that day I did not make a fuss! But I will NEVER, EVER TRAVEL WITH TAP AIR PORTUGAL again!

The costumer service is inexistent as I sent many emails and no one replies . They say one thing on the web , when you go to the desk they will say something different. I requested to change a ticket .
Online I was advised that to change I'd need to go to the desk and could do it for free up to 24h . When I went to the desk , they told me to call a number . I called the number, the initially told me that I had to pay around 149 Euros , when I challenged them saying that I was told was free; they put me on hold and return saying that I had to pay around 356 Euros! When I challenged them that I was told was free, then they said one price and after couple of minutes the price was more than double, they told me that I didn't hear properly ! I ended up not changing the ticket, gave the operator "a piece of me " and I was so upset with them that I ended up buying another ticket from another company !

The are now using older planes, with more seats and smaller to fit more people in. I'm slim but anyone bigger ( Not even fat) will struggle which I think is disgraceful !

They use to offer a snack now we pay , which I don't mind but the food they sell now are the cheapest and bad quality ( Taking in consideration we have very nice food in Portugal ).

We used to lad on Terminal 1 , now we land on T2 which takes ages and we have to walk a lot to reach the exit!

Everything is going downhill and to be honest for the same price but 100% better service , I'd rather travel with British Airways !

I am Portuguese and would like to help a company from my country but as it is , is impossible!

Ps : CREW inside the plane are lovely though and deserve better!

I have now flown AirTap several times but I’ve had enough today. This is the Ryanair of airlines. Everyone was stopped and all bags measured and weighted. I have now seen this several times with them both at Heathrow and Lisbon. It doesn’t matter if your business class or economy everyone’s bags are weighed . I will never travel with them again.

Flew with TAP from Manchester to Lisbon. My baggage went missing and it took the airline over 5 days to locate it and return it to me. During this time there was absolutely no communication from the airline adding to an already extremely distressing situation.
When my bag was finally returned it was damaged beyond use, with multiple holes/rips. The airline initially refused my claim, however after I challenged it they finally agreed liability. On October 18th, they confirmed they would be reimbursing me for the cost of the bag. It is now over a month later and I still have not received the money that they acknowledged they owe.

Appalling service refused to allow me to board with a small portable cooler unless I paid cargo price ( I’d already paid for excess baggage) stating it was due to air pressure BUT the cargo would have placed this unit on the same plane the supervisor at Heathrow was rude and refused to give her name the airline staff refused to speak to me appealing rubbish service won’t ever fly this awful airline again

everything: check in was a disaster Counters opened oonly 45 minutes before baording time by which time the line stretched to the doorway of Barcelona airport terminal building, slow as molasses service
Kept waiting a the boarding gate for 50 minutes without explanation as to why. No one seemed to care or know!!

For a full service airline (supposedly) flying internationally, even a cup of coffee during breakfast time was payable. Fancy, I 'remember their tickets being cheap like easy jet's or Ryanair though

Never again. Disgusting.

I recently had the pleasure of flying with Tap, and I must say it was an exceptional experience from start to finish. The check-in process was seamless and efficient, with the staff demonstrating utmost professionalism and courtesy. The boarding process was well-organized, and the cabin crew members were incredibly attentive and accommodating throughout the flight.

The aircraft was immaculately clean and well-maintained, providing a comfortable and pleasant atmosphere for the journey. The in-flight entertainment options were diverse and entertaining, catering to a variety of preferences and ensuring a pleasant and enjoyable travel experience.

TAP gave me and my family the worse holiday to wish upon your enemy. We arrived Spain and our six luggages were lost. My daughter's planned photographic shoot was completely dashed. We reported at the airport and they advised that we can replace items lost for future reimbursements. Also, we had no clothes to change into the next day. We spent part of our planned holiday monies to replace some of the missing items contained in our missing luggage. Our luggages was returned on the last day of our departure. This is ONE massive YEAR gone-by and we have been back and forth with TAP Air Portugal trying to claim/refunds for expenses incurred. They are now threatening to close the case in 10 days because as they claim!, the receipts of purchase are not as legible. We have attached this receipt from day one of our claims and not in one single communication did they mention about the quality of the receipt until over one year later. Date of experience is 12/08/22 to 18/08/22, unfortunately I am unable to include the dates on this review as it only accepts a 12 month review period. Please note that this is a ghost airline and in all the 93% negative comments, not one have they responded to defend their actions.

Back in August I travelled to Portugal with TAP on return my bag was damaged I did get a damage report I have submitted all evidence including my report and TAP requires a report which will cost they do not want to pay but dismiss liability I am really shocked with all the comments which does not surprise me at all. I will not give up I would suggest all concerned to lodge a ADR which they do not tell you with the aviation authority . Its a shame they should be shut down and a new operator should be sought and they deserve ZERO Stars. If TAP care's about true customer services they really should take customers very seriously

Flight delayed and a second flight cancelled. 15 hours in the airports, no information or guidance, arrived to destination 5 days later. No answers online or on the phone for 8 months, then no reimbursement until 12 months later. Only reimbursed half of what they owe us.

My flight was cancelled so I was sent an email to request a refund. This was over half a year ago. I've been following up via various tickets, phone and email ever since. I was told the payment is scheduled many times, nothing ever came. Every person you speak to has a different story. Their game is just to exhaust you until you give up, which makes for a very profitable business strategy. This should be illegal.

Reference: 2023-0001591635

For the past 6 weeks, since our luggage got delayed, I have been speaking to TAP customer service everyday to get the costs we incurred, and were told on the first day when I called them would be integrally covered by the company, reimbursed.

We incurred costs of almost 1000 euros buying again things from our luggage because we were going to a wedding. In the end, after ignoring and abusing us on the phone for 3 weeks (including but not limited to insults and dubious jokes shared in Arabic between a customer agent and his manager who forgot to mute themselves), we got a miserable offer to compensate us with 400€.

So if I am to recapitulate our situation has been:

1. TAP not delivering our luggage on 29.06.2023
2. The TAP customer service specifically telling me "there is no limit to the amount" and confirming I could buy whatever was in the delayed luggage when I asked "Are you sure, I don't want to spend 600€ on a wedding suit and hear back from TAP that this is not covered?" and was answered after the person put me on hold and checked "Yes, everything in the luggage can be replaced" on 29.06.2023
3. The TAP customer service specifically allowing us to buy a luggage to travel back with on 02.07.2023, when we called to ask for permission on 01.07.2023
4. The TAP customer service which did not read our complaint and told us it was wrongly filed when it wasn't (we filed from the first day under delayed luggage, never lost luggage, unlike what your customer service was pretending)
5. TAP allocating our complaint to an inactive user until my wife got so mad on the phone on 22.07.2023 and someone finally checked
6. TAP customer service telling us repeatedly we would get a full refund, sometimes even promising a 5 day resolution which never happened
7. TAP customer service insulting me on the phone after an hour long phone call on 22.07.2023.

And in the end I am told I should bear costs of almost 600€, after having spent 48 hours without most of my things, bought the minimum to be able to show up to a wedding with a baby and having wasted countless hours on the phone.

If this is is how TAP "welcomes you on board", this is a very unfortunate experience indeed.

Denied boarding and worthless voucher compensation.
8 months wait to get any response on my complaint. After e-mails back and forth they did not help me in any way.
Should have been much faster and clear to save me a lot of time.

Flight cancelled -
3 days delay
No compensation paid after 9 months
AVOID