ComplaintsforTAP Air Portugal
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Complaint Details
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Initial Complaint
11/26/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My name is ************************* and I am writing on behalf of my mother, ***** Do Ceu ************************* ******. She is a senior citizen and she is owed a refund of $1067.54 CAD by TAP Portugal.On June 8th, **** via the *** web site a reservation was made for a flight on July 5th, **** (flight 254 ******** to Lisbon). Due to many problems on their website, we cancelled the reservation on that same date (June 8th, ****). We spoke to *** customer service and were assured that my mother was entitled to a refund and that it would be credited on her credit card. We made it very clear that she had no interest in getting a voucher and were assured she would get a refund. The employee gave us a confirmation # ****-0001207581 and told us to expect a refund on the credit card within 90 days. After 90 days no credit was issued. We contacted ***'s customer service department multiple times. We were given various excuses but assured that her credit card would be refunded. Finally on October 22nd, we receive a reply (via email) from *** telling us that a voucher had been issued VCHRF214245274599283. We had made it clear that my mother wanted a refund, not a voucher. My mother is a 76 year old elderly person with health issues who may never travel to Portugal again.We once again contacted *** and were assured by the customer service person that this was a mistake and that she would have the refund department make the appropriate correction. We were given the confirmation # ****-0002245476.On November 8th, **** we received another email from *** telling us that the incident was already resolved. That a voucher was issued to my mother on October 22nd, ****. I contacted customer service that same day and was assured by an agent that my mother was indeed entitled to a refund and the correction would be made. Finally, on November 24, ****, we received yet again another email that stated that a voucher was issued.***, honour your word and policies and issue this refund immediately.Initial Complaint
11/26/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In February 2020 I purchased a ticket ******/*******/Porto. A month later *** closed and I was given a voucher of about US$250 for future travel to be booked by April 2022. Later I received an email that a further 10% would be added to the voucher. I did not use the voucher in 2021 due to continuing coronavirus issues in Portugal and on *******. On November 6 and 8th I tried to use the voucher in booking a flight. Each time the computer said the reembolso voucher code did not exist. I tried to call the *** telephone number given by *** website and no human being answers that phone number. I did the *** online complaint form on November 8th, giving by *** loyal program number, reembolso number, voucher number. As of November 26th there is no response to that online form. I tried again today since there is a Black Friday discount for travel booked today. Once again, *** does not accept their own reembolse voucher. This airline is allowed to fly in ***************** but its business practices should ban it from flying to *******. I complete this BBB complaint form to warn others of the business practices of this airlines AND in the hope that *** Airlines will contact me to resolve their dubious voucher system.Initial Complaint
11/19/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have purchased 2 flights with TAP that have been cancelled by the airline. The second one, I have not been given a reason for the cancellation despite asking via multiple channels. It has been 20 days and I haven't received a single response about it. They didn't issue a refund for it and they didn't reach out to tell me that it was cancelled. I found out because I was double checking flight details on their website.The first flight, due to a website glitch, it made my first name my last name. So ********* ********* instead of *****************************. I would have been rejected at the airport due to this so I asked them to change it. After weeks of trying to get a hold of them, they told me that they would cancel the old flight for me. They would not refund that old flight and I would have to pay full price for a new flight... So paying double for a flight because they had a website glitch and no readily available customer support.Unfortunately, their customer service takes months (I am not exaggerating. The response time is over a month or just not at all. I have some emails going on 3 months with no response.) Obviously, with that slow of a response time, issues cannot be resolved in 24 hours.In short, I've had $700 stolen from me by this company. I've spent $700 and received ZERO flights. I've reached out to customer support and no one will help me. I've disputed both charges with my bank. This should not have to be like this... It has been an absolute nightmare dealing with this company. Or rather, being ignored by this company and stolen from.Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ive had several flights cancelled by TAP due COVID (understandable) and worker strikes (these were planned and announced far in advance). TAP made no effort to tell me about the strikes and I didnt know my flight was cancelled until I showed up to the airport in a foreign country at 3 AM and nobody from TAP was at the airport. No email, phone lines shut off, nobody at the airport. I had to book a day of ticket with another airline for hundreds extra. For one trip they gave me 8 separate vouchers, but when you book flights they only allow you to apply 1 voucher to your order. To have more applied you need to call and wait on hold for hours. Even though I was ASSURED that my refund would come as cash, it came as vouchers. They promised I could change the vouchers to cash once I received them, but this was a lie. Im writing to ask for your help getting my money back. My vouchers expire soon and I cant afford another trip to Europe. I dont want to lose thousands of dollars.
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Customer Complaints Summary
338 total complaints in the last 3 years.
57 complaints closed in the last 12 months.