TAP Portugal Customer Service Issues

Due to travel restrictions imposed by the Italian and United States governments due to the coronavirus, it is clear that our planned trip to Italy in June [redacted] cannot proceed. We must therefore cancel our reservations, as they are no longer viable, and request a refund for the ticket cost. Our booking reference is URQU4F, and the passengers are William and Galina T. We are seeking a refund of $[redacted].88 USD, the total ticket amount paid. We are disappointed to forego our Italy vacation this summer but prioritize safety given the global COVID-19 situation. We trust that TAP Airlines will consider the welfare of its customers and comply with government regulations during this crisis. As this circumstance was beyond our control, we hope for a prompt refund since our travel plans are no longer feasible. Thank you for your understanding.

I have been attempting to cancel our flight to Lisbon on June 19, [redacted] for the past three weeks. Despite trying to reach out via phone and email, I am unable to cancel online and have not been able to get in touch with the correct department. Given the current situation with a family member having contracted the coronavirus, we must cancel the trip as we are under quarantine and must prioritize the safety of others. We kindly request a full refund to our credit card without any additional charges, as we did not foresee this circumstance. It is crucial to us that you process the cancellation urgently. We look forward to revisiting Portugal once things have settled. Unfortunately, our attempts to reach Air Portugal have gone unanswered. Kindly refund the full amount paid for three Classic tickets to Lisbon promptly to the original credit card used. We eagerly await confirmation of the cancellation and the refund timeline. Your prompt assistance is greatly appreciated in these challenging times.

I have been experiencing difficulties submitting a complaint due to technical issues with the page. While traveling from Amsterdam to Lisbon, both my surfboard bag and surfboard suffered severe damage. The bag appeared to have been slashed multiple times at the bottom, with the shoulder strap completely cut. The surfboard has two holes, one being large enough to render it non-functional as it no longer retains water. Initially seeking compensation from United Airlines, I was redirected to TAP as they were the final carrier. The extent of the damage to my luggage is unprecedented in my experience. I possess additional photos not attached here, but the uploading function seems limited at the moment.

I made a booking on 04/23/[redacted] for flights from Marseille to Cape Verde for 4 people, totaling [redacted].51 euros paid by credit card. Order number L3VSIC. Check-in number with airline VBSWPJ (TP). Reservation number ITWRQG. Another booking was inadvertently made for 3 people (the same as before, except myself) for the same flights, same time, same date, totaling [redacted].39 euros. Order number L3VSGO. Check-in number with the airline: V9PH7L (TP). Reservation number ISEJCR. This was an error resulting in a double booking for the same individuals and flights. I would like to cancel the booking for 3 people: Order number L3VSGO, check-in number with the airline: V9PH7L (TP), reservation number ISEJCR. Both amounts will be debited from my account and will cause me significant overdraft. Hoping for a prompt and positive response from you. Sincerely, Christine R.

I made a reservation on 23.04.[redacted] for flights from Marseille to Cape Verde for 4 people, totaling [redacted].51 euros paid by credit card. Order number: L3VSIC. Registration number with airline VBSWPJ (TP). Reservation number ITWRQG. Another reservation was made at the same time for 3 people (same as before except myself) for the same flights, same time, same date. Amount paid [redacted].39 euros. Order number: L3VSGO. Registration number with airline: V9PH7L (TP). Reservation number ISEJCR. This was an error that led to a double booking for the same people and flights. I would like to cancel the reservation for 3 people: Order number L3VSGO, registration number with the airline: V9PH7L (TP), reservation number ISEJCR. Both amounts will be debited from my account and cause a substantial overdraft. Looking forward to a quick and positive response. Kind regards, Christine Rovera

I recently received a voucher from you after my flight to Marrakech on May 28 was canceled. However, the voucher amount is less than what I paid for the ticket. Per European regulations, I am entitled to a full refund of €[redacted].9 as the airline must refund the ticket price in case of cancellations within 7 days. I have attached the necessary data to this email. Despite not receiving a response to my initial complaint, I insist on a refund as per my rights. The European Commission states that passengers have the right to choose between a voucher or a refund. Since I am unable to accept a voucher for the total ticket amount, I request a full refund. I hope to hear back from you promptly. Sincerely, L. Croisé

Flight Cancellation by TAP Air Portugal - Inc. ID: ROR[redacted]01 Dear members, Our flight today, May 18, was canceled by TAP Air Portugal due to COVID-19. According to the airline's regulations, in case of a cancellation by the airline, we are entitled to a full refund within seven days. However, we have been informed by CheapOAir that we will only receive a credit for future travel, $[redacted] less than our original payment. We have not agreed to this credit and are still pursuing a full refund. We are awaiting updates on the status of our refund request. Your prompt attention to this matter would be greatly appreciated.

Je vous remercie de me contacter. Je suis consternée par la confusion entourant l'annulation de mes vols. Il serait plus efficace que la compagnie communique clairement sur l'annulation de tous les vols jusqu'à une certaine date. J'aimerais un remboursement de mes billets convertis en vouchers, conformément à la loi. Je suis dans le besoin en cette période difficile. De plus, je souhaiterais des informations sur la reprise des vols de TAP et pourquoi ils diffèrent des autres compagnies aériennes. Merci d'avance pour vos réponses. Cordialement, Idalina Teixeira Pinto et Henrique Teixeira Pint. PS : Merci de me fournir un numéro non surtaxé pour vous contacter depuis la France ou le Portugal. Merci.

Dear Sir/Madam, I am writing to express our dissatisfaction with the recent cancellation of our flights by Portugal Air in August. The flights for 4 passengers were booked under the name Edward Waugh. The Ticket Numbers were #[redacted][redacted] and #[redacted][redacted], with flight numbers #[redacted] and #[redacted]. It has come to our attention that a voucher was issued without our consent, which we have yet to receive. This voucher allegedly needs to be used by 12/[redacted]; however, we are unable to utilize it. We firmly request a full refund for the cost of the tickets and seat arrangements which were paid for with a single method of payment. The cancellation was not initiated by us, and we find it unjust for you to withhold our funds under these circumstances. Your prompt attention to this matter and issuing a refund to the original form of payment would be greatly appreciated. We look forward to the swift resolution of this issue.

My name is Edward Waugh. We had booked flights for * people with Portugal Air in August. The ticket numbers are [redacted][redacted] and [redacted][redacted] for flight numbers [redacted] and [redacted]. Unfortunately, Portugal Air canceled these flights without our consent and allegedly issued a voucher that we never received. The voucher needs to be used by 12/[redacted], which is not feasible for us. We demand a full refund for the tickets and seat arrangements as we did not initiate the cancellation. We have been unable to reach TAP over the phone as they keep disconnecting before we can speak to a representative. Please refund the payment promptly to the original form of payment.

I would like to modify our flight reservation from 03/01/[redacted] to 10/01/[redacted], however, I am unable to do so online. Our reference number is L8UBOP. Despite receiving instructions in an email to make changes on the website, we have encountered difficulties in doing so. The previous message from Carlos Queiroz was unhelpful in addressing our concerns. There is a significant price difference between our original flight date and the new requested date, with the later date being more cost-effective by at least [redacted] euros per ticket. Considering that our initial flights were canceled and our return flights were rescheduled to early morning slots without our consent, we believe it is reasonable to request this change without additional charges.

Hello, I made a reservation for my sister to travel to the U.K. Due to the closure of her university campus, I arranged for her to stay with me for the summer. Unfortunately, she encountered issues at the TAP check-in desk at Newark Liberty Airport as they requested additional documentation like a Visa and Covid Test, even though they were not required for her U.K. trip. Despite the British Consulate confirming she didn't need extra documents, she was denied boarding while others in similar situations were allowed to travel. The way she was treated by the TAP staff was unfair and distressing. I have tried to contact TAP Portugal but have had difficulty getting through. My sister's first solo travel was marred by discrimination, and I am seeking assistance for this situation. I appreciate any support.

I am writing to express my dissatisfaction regarding the cancellation of our return trip originally planned for May 25, [redacted], from Brasilia J.Kubi airport in Brazil to Geneva Airport, Switzerland. Tickets were purchased for my husband and me, along with my daughter and her three children. Without prior notice, we discovered the cancellation due to COVID-19 when attempting to check-in. After rebooking for July 2nd, we were dismayed to find out later that this flight was also cancelled without any notification from TAP. Our son-in-law handled the cancellations and is still awaiting refunds for four tickets purchased in the States, and we were advised we would receive vouchers instead of cash refunds for our tickets. Attempts to check the refund status online have been unsuccessful due to an incompatible protocol number. Contacting TAP agents has also proven fruitless. Although our initial flight experience was satisfactory, the lack of communication and customer service regarding the cancellations has left me apprehensive about flying with TAP in the future. I am seeking a refund for the two tickets purchased for my husband and myself. My son-in-law is pursuing his own refund. I would appreciate any assistance in resolving this matter promptly. Thank you.

Dear President of the TAP Administration, I, Fernando Meneses, a Portuguese emigrant residing in the USA, am writing to express my dismay and indignation regarding the handling of the current COVID-19 pandemic crisis by TAP. My wife and I had planned our vacation for July [redacted], including a cruise on the Douro River in Porto. All our flights and the cruise were canceled due to circumstances beyond our control. While other airlines provided credits valid until July [redacted], TAP rescheduled only until February [redacted], a mere six months. Do you believe anyone would wish to travel on a cruise during the winter in Southern Europe? Are we to blame for COVID-19? While TAP may have its internal policies, I am certain they are not EU-approved. Here is my strong disapproval and indignation at the treatment of all tourists and travelers by an airline that should be a source of pride for the Portuguese and Portugal. Is this fair? Respectfully, Fernando and Urânia Meneses.

As an emigrant from Portugal now living in the USA, I want to express my frustration with TAP's handling of the impacts of COVID-19 on travel plans. My wife and I had a vacation scheduled for July [redacted], including a cruise on the Douro River in Porto. Unfortunately, all our flights and the cruise were canceled due to the pandemic. While other companies have offered us credits to use our benefits until July [redacted], TAP has only extended the credit until February [redacted], which doesn't seem practical for a winter cruise in southern Europe. I believe their policies are not in line with EU standards. I am disappointed with how TAP is treating its customers during these challenging times, especially considering it is an airline that represents Portugal. I hope for a fair resolution for all affected travelers.

I am writing to address the issues I encountered with a cancelled return flight from Brasilia J.Kubi airport to Geneva Airport on May 25, [redacted]. Tickets were purchased for my husband and me, and my daughter and her three children were also booked on the same flight. We were not notified of the cancellation due to COVID-19 and only found out when attempting to check-in. After rebooking for July 2, we were again cancelled without notice, causing significant stress. My attempts to obtain a refund through TAP have been unsuccessful due to difficulty inputting the refund protocol number online and challenges reaching an agent. Although our outgoing flight was pleasant, the lack of customer service is disheartening. I am seeking a refund or voucher for our tickets and hope for a resolution soon.

My husband was promised a voucher for our TAP AIR flight but we haven't received any information yet. He had a one-way flight booked with TAP from Newark to Lisbon and then Berlin for July 19th. Portugal suddenly required passengers to have a Covid-19 test 72 hours before their flight, including passengers in transit, just 4 days before his scheduled flight. I contacted TAP and was informed that a voucher for the payment made on the flight would be issued within 5 business days, but it has been almost 2 weeks and we haven't received anything via email. Despite receiving a generic "Thank you for flying with TAP" email, I have doubts about the voucher. Additionally, the US customer care number, 1[redacted], provided doesn't seem to work as the call disconnects after ringing. Getting in touch with TAP is proving to be extremely challenging.

Good evening, I am frustrated as this issue with TAP regarding my voucher refund remains unresolved. Despite my numerous attempts to contact them at various times, I have been unable to get through to a representative. The phone lines were not helpful, and the promised customer service support has been lacking, leading to further aggravation on my part. The inability to track the status of my refund complicates matters. I am seeking alternative methods to reach out to TAP since their current customer service is inadequate. The handling of my situation has left me greatly dissatisfied, and I am inclined to escalate the matter if a resolution is not reached promptly. The overall experience has soured my opinion of the airline, and I am adamant about securing the refund owed to myself and my family members. Your assistance in this matter is appreciated.

Hello! I need assistance with my upcoming flight. I initially planned to fly from Charlotte to Barcelona on August 9th with layovers in Boston and Lisbon, booked through TAP Air Portugal and JetBlue. However, I recently discovered that my flight from Charlotte to Boston is now set for August 8th instead of the 9th. This change was not communicated to me, leaving me with over 48 hours of layover time in Boston. I am hoping for clarification on why this change occurred and if there are any accommodations available. I noticed a JetBlue flight on the 10th, which would align all my flights on the same day. Given my financial constraints as a student heading back to Spain for school, this adjustment would be much appreciated. Thank you for your assistance during these challenging times.

Hello, my name is Kurt Hartmann from Germany. I am reaching out today because I have been unable to contact TAP AIR Portugal directly. In January [redacted], my wife and I booked flights from DUS to LIS and back with the following details: DUS-LIS on 6.6.[redacted] with flight number TP0541 LIS-DUS on 14.6.[redacted] with flight number TP0544 Our booking reference was WC7B7J. Due to an official health warning issued by the German Auswärtiges Amt valid until 15.6.[redacted], we had to cancel our journey, including the flights. We requested a refund of [redacted].80€ for the flights, but instead of a response, TAP informed us that flight TP0544 had been cancelled by the airline and offered us a voucher, which is incorrect. I kindly ask for your assistance in contacting TAP regarding this matter. Thank you in advance. Best regards, Kurt Hartmann P.S.: Please let me know if you need any additional information.