Why do they refuse to refund and only offer voucher for cancelled or long delay flights. You can’t even use the voucher to book another flight online.. Beware of this scam
Impossible to contact to change a ticket. I spend hours calling all the swiss numbers available and I already can play their robot's music. No answer to the emails. Can I say goodbye to my money? Ok, than they can say also goodbye to me and all my friends, as future clients.
I wanted to alter my departure date as it is a service I was entitled. I keep getting a server error message when I search for new departure date on My Bookings. after a few hours the error message disappear but now nothing happens but sending me back to the same page I was. Ive tried calling them on three different numbers, Ive tried Skype (nothing there), Facebook, e-mail..no response. Then I just cancelled my ticket and was supposed to get a voucher. I have yet to see a voucher. Can we sue this company? Oh and their site also kept mixing the departure location for my flights. How are they even staying alive as a company boggles my mind.
I called this morning to try and get a refund for my flight next month (September). I am from Massachusetts and the flight hasn't been cancelled but we are not allowed to board the plane even if we wanted to go. On the phone the person who answered was extremely unhelpful, rude and hung up on me after waiting over 20 minutes on hold. Rather than answer my questions he pretended to not hear me towards the end and hung up the phone. I wanted a refund to reschedule for September of next year, and with the uncertainty of the pandemic we wanted our money rather than a voucher. After this terrible customer service I don't know if we will be willing to commit to a trip with TAP next year.
I booked a flight. They said my card is not confirmed, had to call to get payment. Turns out they charge me twice. Have now wasted HOURS trying to get through. Staff are totally incompetent, line keeps getting disconnected (I am convinced they just hang up), no one has any idea how to issue refund - being sent around departments. No response at all to emails, complaints on website, twitter or Facebook. TAP - hear this loud and clear I am never flying with you again and I will make sure no one else does either.
Flight cancelled by TAP but they did not bother to let us know. Customer service poor and included yawning, sighing and breaking wind while I asked for my refund under EU law. Still waiting for refund 10 weeks later...
air portugal cancelled our flight and did not reimburse our ticket (580 euro) we reveive a credit voucher that we cannot use and tap contact center is never answering. additionally tap published an wrong/incomplete number on tap contact page - you should add 0 before the 6 so the correct number is 0645230208 for italy. i believe this company should not stay on the market. now it is 6 months that i am trying to contact them by calling and email and tap is never never answering. i am thinking to go to the airport and ask tap why this ?
It took 3 months to receive an reply by email from TAP. The provided information were not helpful at all. They sent information via no-reply emails. It is not possible to follow up. They provide links via email. These links doesn’t work. They ask to check the status of a refund request but do not provide the necessary code to do so. Since weeks i am waiting for that now. They close registered complaints without notification and solution. It is not possible to reach the hotline by Skype or Phone. There are costs for the waiting time already. The flight was canceled from TAP. They have to refund within 7 days. I am waiting since 30 June. Nothing happened. It seems like they don’t care at all the customers.
24/08/2020 a huge thanks to Marta and Carla for the amazing hospitality and kindness 🙌. Never been treated so well in any other company. Huge thanks to them and TAP 💯💯💯
Well, it's ONLY been five months of calling, emailing and trying to get help for a vacation I cancelled in March, for this past May, to the Azores on TAP Portugal. You can't get through by phone, the site crashed repeatedly, and it took only THREE MONTHS to get 2-year vouchers (refunds were not happening, no way!) for three of the four flights involved. They said they sent me the fourth, final one, and when asking to please re-send, as it was never received (and can't be used twice, so sending again should be very easy), just given the runaround, that it WAS sent already. Any DOT complaint or complaint to TAP Portugal went nowhere at all. As if Covid-19 was not bad enough, just getting a voucher is proving next to impossible.
My husband and I were supposed to travel to Portugal this past March. Due to COVID, we had to cancel. TAP claimed they refunded the cost of our tickets to our credit card, but that never happened. We filed a dispute with our credit card company, and TAP fought it, and won! After that, I called TAP several times (sometimes I got cut off, or couldn't get through to a representative). Only once did a rep give me some direction - to send an email to the complaints dept. Well, they got back to us and said the case was closed because our tickets had been refunded. We heard this over and over TAP, but we never did receive a credit. We even sent a letter to the CFO (three times), and no response. This is fraudulence. If they did refund the money, then where did it go? We have since filed a complaint with the Dept of Transportation, but due to the overload of cases, their response to is delayed by weeks. We will never trust TAP, never!
Initially, the flight was scheduled for 11 pm which was a good time for me. Then the airline changed the departure time to 8 pm which is too early and I can`t make it. (they informed me 30 days before the departure) I called them to explain the situation. The customer representative said I can`t cancel my flight and get a full refund because it is just 3 hours difference! I got confused so I explained that I will not be able to be there, and he said if you cancel the ticket there will be a penalty for you... I wanted to ask him to connect me to a supervisor but we were cut off! Conclusion: they may change the departure time and you won`t be entitled to your money.
They canceled the flight and said I would get a refund. Refund never received after 4 months. You can't get through to customer service by phone.
I took this airline twice and ended up having issues both times (short & long hauls). The long-haul flight was operated at the last minute by Wamos Air which has planes with minimum confort and therefore not what we paid for, we didn't get the seats we bought (90€ each), there was no screen nor any advertisement available. For the services provided the tickets should have been half of the price we paid (1'100 € per ticket). But the best of all, we were supposed to have a short stop in Lisbon (3hrs) and they changed it to a one night stopover without informing us at all, and we only found out about it because we checked our reservation!! Same for our seats which we paid 90€ each, they changed them like 5 times without letting us know, and at the end my boyfriend and I were at the opposite side of the plane even though we specifically booked those seats to be together. The only thing we got was a voucher of the value of the seats, very useful knowing that we don't want to use this airline ever again! Second issue was that they destroyed my checked in luggage in September 2019 and nearly a year later I am still waiting for a reimbursement, even though they have all the paperwork, including a certificate confirming that it is not possible to repair it. I sent them several emails but they basically ignore me. I cannot even remember the number of times I called their customer service and they are simply useless. You need to stay on the line for at least 20mn before someone picks up, then they transfer you to the complaint department (another long wait) where they only speaks english and portugues, the so-called complaint service basically cannot give you any answer apart from "you need to wait, my colleagues will get back to you". But they just never come back! It is so infuriating to see that they do everything they can to discourage people to go further, even though in my case and according to the law they are required to give me a refund. Anyway, this is by far the worst company I've travelled with and my only recommendation is to avoid this airline at all costs!!!!
On the service point of view, TAP has become a lowcost. The flight was on time, cabin cleaning was acceptable, the crew satisfactory. However, the base prices are extremely expensive and you get nothing in return if you don’t pay extra. Unreasonable, and it is for a last resource airline.
The flight was slightly delayed from its original times, but announced days before. The aircraft was a bit dated, with no usb ports or extended trays, but the staff were very nice and attentive.
Absolutely horrible airline. Not a single flight departed on schedule, and I also payed for a suitcase beforehand, which didn't count? Apparently, if you book a ticket at the "discount" fare, you can pay for a checked bag, but it doesn't actually let you take a checked bag. You need to pay again at checkin (a higher price). Add in the fact that they haven't responded to my repeated inquiries about this (It's been 7 months), and that for a recent flight, they said I would receive a refund voucher, which I never did.
Lisbon to Madrid. A very nice flight. Very few people (roughly 50% capacity). Staff were really attentive and made sure people were comfortable, even though no service was provided, given the circumstances. The aircraft was a bit old.
I was supposed to fly on 1 August from Lisbon to Sao Tome and back on 8 August. TAP Portugal had announced with great fanfare the resumption of flights to Sao Tome (STP Airways is already flying the route each Friday morning at 0600 am since early July). On 24 July I was informed by SMS that my return flight on 8 August was moved to 6 August. This not being acceptable, I was able to change this to a return on 13 August. On Thursday 30 July I traveled from Amsterdam to Lisbon (after having done my PCR test for entering Sao Tome) and upon arrival I received an email that for Corona-related reasons, my return flight on 13 August had been cancelled. In fact all flights to and from Sao Tome in August (other than my flight to Sao Tome on 1 August) had been cancelled. Finding this situation very strange, I contacted TAP by Phone (I have Gold FF status so a dedicated line where people pick up the phone) and asked for a conformation that the fight on 1 August was indeed going ahead because if not, I could still take the STP flight on the next morning. I was assured that the flight was still going ahead that it, as well as the return flight of 2 August, were still open for booking, so nothing to worry about. When I tried to check in on Thursday night through the TAP App, it mentioned that also my 1 August flight had been cancelled. I had not received a message by SMS or email. When I called, the cancellation was explained as a result of the fact that the Ghana borders are still closed for international travel (they have ben for months, and I do not believe that there had been any expectation recently that they would be opened any time soon). In fact, TAP Portugal had already cancelled the flight in the afternoon (before the time that I spoke to the person who told me that you could still book the flight). Due to the timing of this information, I was unable to take the STP Airways flight on Friday morning. What made the situation however even more surreal is that when I asked TAP to refund my ticket (which was around EUR 1100 and which I had partly paid with a voucher of around EUR 110 I had received in connection with another cancellation the rest being paid the credit card), they informed me that they could not refund the cash element and could only issue a voucher for the full amount of the ticket due to the applicable conditions. They are however unable to point out where in the conditions it says so. An interesting way of having the clients fund their business by selling tickets for non-existing flights for cash and then providing vouchers in return. A kind of ponzi scheme. They do of course also argue that the cancellation of the flights is COVID 19-related and has nothing to do with operational issues.
TERRIBLE SERVICE.... if you can even call it service. I have tried calling their customer service numbers and have only received a busy tone or have been disconnected after holding on the line for almost an hour. At this point I don't even believe that this is real company and that I gave my money to a fake airline. DO NOT USE THIS AIRLINE EVEN IF THE PRICES ARE ENTICING!