ComplaintsforTAP Air Portugal
Airlines
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Complaint Details
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Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 5 round trip tickets from TAP from JFK to Lisbon for $5000 for my family to go on vacation. A few weeks before the trip I got an email stating that I could upgrade my flights to business class for as low as $100, all I had to do was put in a bid. When I went to the bidding site, I wanted to bid $200 per person for a total of $1000 to hopefully win an upgrade. The site would not accept my bid, but gave an example of 1.200. I assumed since the example used a . (dot) instead of a comma, that my bid meant 1 person at $200, not $1200 per person. I didn't realize anything was wrong until I got an email that I won and I was to be charged an extra $6000 for our one way flight. I would have never spent this much money to upgrade as I simply do not have it to spend. I called TAP right away and they said they could not help me and I need to talk to someone at the airport. At the airport I talked to the agent at the desk and she said she could not help me, I needed to call customer service. I called customer service back and asked both the agent and customer service to talk to each other and they refused. At this point, my credit is over allocated and I dont have any room left on it.Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
TAP cancelled my flight, did not tell me about it, did not offer alternative and has not issued refund nor provided an update. Issue number: ROR219170950001Initial Complaint
08/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased tickets thru **** travel to fly to Europe for a tour. Days before my flight I called TAP Portugal to make sure all was in order an no flight changes. I was informed my status was on hold and I had two options pay more money or cancel my trip that I had already paid for. tAP stated **** and TAP had a price issue between the two. I stated I had purchased and received my ticket. tAP told me I had to pay additional 1800.99 if I wanted to fly. I explained I paid for tickets and my tour was already booked. I have provided proof I paid tickets and additional charges to include baggage fees to and from Rome, updated seating. TAP stated all those fees are part of the 1800.99, I paid all fees separate and provided my bank statement and receipts. TAP is still refusing to refund the charge they took from me.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
SEE DOCUMENT ATTACHED. What I need is to find their Resident Agent for Service. They have been dodging revealing this and the State SOS offices have nothing on record. They also don't reveal their U.S. Headquarters location and name of Chief Executive here. When i mailed a letter to the office in NJ listed on my ticket confirmation, it came back "unknown, unable to forward".Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a trip for a graduation present for my daughter and I. The past month, my daughter had some health issues/concerns which has resulted us to cancel our trip. When I first called, I was told that I cant get a refund. After I received medical documentation from two providers, I called TAP back and they then gave me their email address to submit documents @docflytap.com. I was also told to call after emailing JV the documents, which I did. I did get a return email with a reference #. I let a few days pass and I called to check on the process. I was told by a gentleman agent that my daughter will get a refund but not me. I explained the situation on how I cant leave my ill child to go to another country. He then walked me through on how to request refund for myself, which I did. I was told to give it to July 1st. I called in Saturday June 29th and was told this time I would get refunded for both tickets. Well now today comes. I first was put on hold and then disconnected and I had to call back. Was told right off the bat that I wouldnt get a refund. No one ever asked me for a reference number any time I called. I spoke with ******, if that was her real name. She told me I would not get any refund as per her supervisor. I asked for her supervisors name and she refused to give me the name. Today, I did contact my credit card company to dispute this original change and have ALL documentation. TAP was unorganized and unprofessional.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My mother and I had flights booked round trip with TAP Portugal, for work reasons I had to change my return flight, since there was were two flights on the booking I specifically made sure to let the customer service representative know that just the return flight for ************************* would be the flight changing, after receiving the confirmation both my and my mothers return flights were changed. I then called *** explained the situation thinking it would be an easy fix considering it was their mistake. However I was told there is no gurantee that my mom will get her same seats and Same flight as they have to make a claim and the claim has to be reviewed et. I was told the claim could take anywhere between 24 hours and a couple of days which I told them was not going to cut it considering the trip is only a couple of days away. I was then given two options 1. Hope the claim gets processed quickly and leave it up to change that my mom gets her seats and her flights back or 2. Pay 300 extra dollars on top of an already nearly ***** dollar flight expense to ensure that she is on the correct flight sitting next to family. I then asked for confirmation of the claim and to speak directly to the team handling the claim and was hung up on. So I then had to wait in another 40+ minute queue to speak with customer service again to get the details of my claim and was promised they would said them over to me and call me in 1-2 hours. I have never received claim information and did not get a call back and this issue is still unresolved.Initial Complaint
06/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My daughter needed to give up her passport to get a student ***** So we had to cancel our trip for three of us to Portugal. We are open to either a refund or credit/voucher for a future trip. The website allowed either option when cancelling and no warnings. Even thought we had discount tickets and didn't expect a full refund, a future flight option/credit would be fine with us. We would stand to lose about $5000. After several weeks, we called and per customer service's recommend, we filed a complaint. After that I ONLY RECEIVED PARTIAL CREDIT ($249.41 OF THE $5270.07). I WAS TOLD THAT THE **** WAS A DISCOUNTED FAIR. IF IT IS NOT ELIGIBLE FOR A CREDIT CARD REFUND, THEN I WOULD REQUEST A VOUCHER FOR A FLIGHT AT A LATER TIME, WHICH I PLAN TO MAKE.This was almost 2 months ago and I have not received much information on the status. Then after the complaint, I only receive a few small fees as shown above. When I look at the online status of the refund, some are complete, some have not even been opened. None of it makes sense.After several other attempts to contact someone that can help, they claim that it is against their terms and conditions based on my fare. ACTUALLY, it doesn't say they can't offer it either, there is no prohibiting of credits for future flights. I am open to something like a voucher. They are giving us the run around and hiding behind lengthy, hard to decipher terms, that actually don't preclude them from doing the right thing and keep a customer for now and the long term. They would rather take money with no service despite my willingness to keep using their service, perhaps not for long.I can provide further information upon request.Initial Complaint
05/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had filed a complaint with TAP Portugal Airlines due to delayed flights, lost work compensation. I received an email in 5/24/24 offering some compensation due to delayed site and asked me to confirm information. When I push to confirm takes me to site that says link is disabled. This has occurred since I first tried on 5/24/24. I would like the $105.97 I have email confirmation I was offered.Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am representing a group of four senior citizens returning from a cruise. Our flight TP 1947 from ***** to ****** (OPO-LIS) on 2022-10-24 was unexpectedly canceled at the last moment, causing us to miss our connecting flight TP 217 from ****** to ****** (LIS-BOS) on the same day.Having all cancellation documents, filed a complaint via *********************************************************. We also contacted TAP multiple times by phone. Finally, on November 11, 2022, we received a resolution stating we would be reimbursed 600 EUR per person, all together to be deposited into my checking account, which I provided as requested.Since then, our subsequent complaints and phone calls have gone unresolved. Additionally, we have encountered multiple instances of misleading information and untruthful statements from customer service representatives and managers.As US citizens, we expect foreign airlines to comply with US regulations or face appropriate consequences.Attached below is a short summary of the details regarding the flight cancellation.TAP Client Number: TP ********* Reservation Number: VOGYQO Ticket #: 047-2182171506 Claims (the last two concern the total lack of response or resolution):2022-0003414139(10/21/2022)2022-0003357962 (10/26/2022)2023-0000770180 (03/23/2023)2023-0001698107(07/16/2023)Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My husband and I set off to Portugal, carrying only a carry-on and a backpack each, to celebrate our anniversary. However, the airline decided to weigh our luggage at the gate for our return flight to Miami. They imposed a fee of $125 per person, totaling 246 euros, without any prior notice. This is after spending 877.00 on tickets This fee was supposed to cover the handling of our luggage, but to our surprise, no one collected our bags. The most distressing part was the unprofessional and disrespectful behavior of the airline staff, which even led to some passengers in tears. It's alarming to discover that this is a common practice of TAP when it comes to US-bound flights.
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Customer Complaints Summary
351 total complaints in the last 3 years.
61 complaints closed in the last 12 months.