TAP Portugal Reviews 

Despite the death of a family member and booking a flexible ticket directly with TAP and not intermediaries, TAP would not allow us to change the name on the ticket (even paying an extra) as the person did not die within 24 hours of when the ticket was booked. How insensible and completely inhumane can an airline be?? Cherry on the top, I was asked to provide the death certificate to cancel and get a reimbursement before the funeral even took place, great thing to ask the family in a mourning period… Thanks for the delicacy and understanding TAP! I would NOT advise this airline ever!

Arrived in lisbon from Banjul at 6am for 7am connecting flight to uk. Connecting flight delayed for 3hrs til 10am. Waited to board and asked to step to the side, waited and told that there were no seats available. How can i not have a seat when i purchased a ticket 6 weeks prior and already completed one leg of my journey?! I was sent to the TAP help desk where i had to wait over an hour to be seen only to be told i was being rescheduled on a new flight at 18.45 , 12 hours after my arrival in lisbon! No food vouchers were given and the only explanation i was given was that TAP over sell their seats by 10% as standard practice! Cant even complain as the only way of submitting is through online portal that doesn't work

TAP absolutely could not give a single stuff about their customers. Three flights a day from Lisbon to Faro, three flights a day they just don’t bother to send the suitcases of 5-10 customers. The. Take 24-48-72 hours to (let someone else) fix it. Absolutely abysmal airline, staff on and off board couldn’t care less. Miserable rude teams making journeys miserable for customers - no food available on board, limited drinks and snacks … full flights but not enough to cater for everyone, uncomfortable, not particularly clean… doubt Covid safety. Never again. Would rather fly Ryanair!! Kuwait Airways provides better service! THAT is how bad it is, just don’t fly with them.

I lost a connecting flight yesterday because of an unjustified 3h delay of a TAP flight...
When passengers asked on arrival why the flight delay, they said it was due to the TAP slots' occupation, meaning it was their own fault...

We were uttermost dissapointed and will never fly with TAP airlines again.
We also filed an official complaint. We booked speciic BUSINESS CLASS seats so my partner and I could be together. However upon entering the flight, WITHOUT any prior communication whatsoever we were displaced. We were ordered to sit at completely different seats and were at the other side of the cabin. We couldn't even talk to each other. Aside from this I am appaled and angry with how the purser dealt with the situation. She was rude and aggresive and treated me like a spoilt child when I asked why this was happening while I was only asking for my right and looking for a solution. She then just walked away and ignored me. It was a horrible flight while we were in SUPPOSED EXECUTIVE level! I've not been treated like that by anybody since I passed the age of 14. I'm still angry with her and demand a formal apology. Moroever we received news our return connecting flight was changed - we now had a stopover of 5 (!!!!!) hours in Lisbon. While there was another earlier flight leaving. But we were denied access to that flight.Again while we paid for expensive business class tickets. We then had to stay in the HORRIBLE and uttermost DISGUSTING supposedly 'vip lounge' in Lisbon. How do they dare to call this a lounge? It looks and smells like a kindergarten canteen. The design is horrible, the seats are cheap and uncomfortable, the food is disgusting and the tolilets were a mess. Poop everywhere, on the seats, on the walls. I've never seen anything like it. I'm disgusted by TAP and I will swear to NEVER fly with you again. DISGUSTED. Their serviced level is the same as the poop on their toilets: POOP.

We flew to Salvador with TAP in the middle of July from Amsterdam through Lisbon, in the midst of a personnel crisis. The tickets they sold us included an overlay in Lisbon - 55 minutes on the way there and 1 hour 20 minutes on the way back. Due to delays we missed our overlays both times (on the way there and back). On the way to Salvador we had to wait for 24 hours until the next plane. TAP gave us vouchers for food (16 euro pp for 24 hours), taxi (the voucher wasn't valid and I spent a long time trying to convince the receptionist at the hotel that it was supposed to work) and overnight stay (this worked, and the hotel was nice). On the way back to Amsterdam we were put on the closest flight, which we had to run for. Overall, of course, the experience was unpleasant. But they reimbursed everything according to the European regulations (600 euro pp per delay) without making a fuzz or us having to go to an intermediary company. This decency has to be acknowledged, thank you! Next time, I wish they don't schedule such a tight connection for a transatlantic flight and provide valid vouchers.

Worst Airline ever!

We didnt book a big suitcase on purpose, so we could get out of the plane and airport straight away.. and enjoy our holidays.
When arriving at the gate we where OBLIGATED to hand in our small hand suitcases, we asked why and they said the plane was too small and therefor everyone would be asked to hand in their small suitcases too, a man in front of us rejected and he was told they would cancel his ticket if he wouldnt hand it in! :O
After 18 people handed in their suitcases than the rest of the people didnt have to anymore??? So everyone else was allowed to keep it with them.

Not only is this hughly unfair, we where the first to be at the gate and FORCED to hand in our suitcases and therefor spend more time on the airport waiting on them.. they should have asked people who wanted to check them in to do so, like NORMAL AIRLINES do, and otherwise take it in when there isnt anymore space, like NORMAL AIRLINES DO!

Horrible experience, wont advise anyone to fly with Tap, I know I never will ever again. The staff spoken horribly to me and all other people that asked them something, and litterally threatened to cancel your ticket, unacceptable!

I have had THE WORST experience with TAP Portugal and have been left feeling totally violated. First of all when I got to the airport at 5am for a 7am flight with 6 month old son, I was told my son’s check in had been cancelled and was told to talk to the customer service desk. They were unable to tell me why it had been cancelled and just kept saying it was “too complicated” to fix. I waited for almost 2 hours asking them what was going on and knowing I was very close to missing my flight just to be told “sit down and I will explain once we’ve sorted it”. At 7:30 (my flight has already left) they tell me ive missed my flight (obviously!) and have put me on the next flight 7 hours later!!!! I had to wait in the airport for 7 hours with my tiny exhausted baby. IT GETS WORSE. When I was eventually boarding the 2:15pm flight I was initially told my ticket was not valid for that flight either and only after a few more phone calls did they manage to finally let me on the flight. They took my buggy with car seat off me
at THE DOOR OF THE PLANE, and it never came off the plane ok the other side in Manchester. At the airport I was told it hadn’t got on the flight and to give my details and it would be sent to me the next day as soon as it arrived. It has now been 9 days and I have had no update on my pram, the airport says it is still missing and that they have now passed the case back to TAP PORTUGAL. I have waited on the phone for hours trying to speak to TAP PORTUGAL but they do not answer the phone and NOBODY HAS RUNG ME TO HELP ME. I feel totally violated and anxious and I cannot go anywhere safely with my baby without his buggy and car set!!! THIS IS DISGUSTING SERVICE I CANNOT BELIEVE HOW THEY HAVE ALLOWED THIS TREATMENT TO A NEW MOTHER AND HER CHILD. Somebody contact me and tell me where my belongings are….PLEASE!!!

Bad experience. Website doesn't let you add baggage or make other changes. Customer service don't reply to your queries

TAP REFUSES TO REFUND AND CANCEL BOOKINGS DUE TO MEDICAL CONDITIONS AND COVID19 CONTAMINATION EVEN IF THE PASSENGER HAS ALL THE MEDICATL DOCUMENTATION SENT TO THE. ITS A SHAME AND I DONT RECCOMEND THIS COMPANY! TAP DOESNT PROVIDE CONSUMER'S SERVICE EVEN BY TELEPHONE. HORRIBLE!

Terrible flight, terrible service in Lisbon. Missed connection due to incompetence on their part. Complained and got no response, called and they hung up. I'm done with TAP, but now taking this through the courts.

An absolute joke of airline. Although I am fully vaccinated, they came up last minute (literally during my check-in) with some unknown rule that I should be get an antigen test at LHR. Nothing was informed, government wise, and myself and others were forced to run to a private company at the airport, dragging our suitcases all around, to pay £50 to be tested with no reason (again, I’m fully vaccinated). I was literally one of the very last to check-in, even though I arrived 2 hours before).

During the purchase of the tickets, I bought Economy Premium seats for all legs of my trip (LHR-LIS-GIG), however I found out that there is no Economy Premium on their flights anyways: there are no better seats with better leg space (I travelled completely crammed up and totally uncomfortable in both flights), no priority boarding from Lisbon onwards (the staff was adamant in telling me I was not a Premium Economy passenger, even though I was), the seat selection is not fulfilled as soon as you connect in Lisbon and both flights (LHR-LIS and LIS-GIG) got delayed, causing a mayhem with hundreds of passengers not knowing where to go and why the seat numbers had changed (all flights were borderline overbooked, due to so many people put together due to the several delays from other stations), etc.

During the connection, I almost lost my flight to GIG due to the delayed flight from LHR, there was no TAP staff present in LIS airport to assist us (because of the delay) and inform us about gates and where to go and that made me completely lost, having to run from the security to the gate assigned last minute. All in all it was an awful experience. It was my first and last flight with TAP.

Avoid this airline at any costs. It is just hassle, headaches and a totally clueless staff, especially in Lisbon.

I paid extra to be able to change my flight. After ending up in hospital my husband called TAP a and was given a credit number.
Today I have spent a total of one hour on the phone to tap in an attempt to book a flight with the voucher.
I’ve been told it was booked through a travel agent….wrong the last person I spoke to found the original booking. Then asked if proof had been emailed to tap. My husband had emailed a certificate from the hospital. I was told I had to be transferred to a department that could read emails,!! Immediately I was asked by a recorded message how I rated customer service I was not put through to anyone !!!!! Amazing why do Portugal keep bailing TAP out…let them go bankrupt . I was going to book flights to Mexico with tap not now.

They charge for seat selection when you check in and it’s completely inconsistent. I paid around $35 CAD for my seat, while my sister had to pay around $110 CAD for hers which is absolute robbery. No other airline either of us has ever flown with has charged to select a seat. They also charge *some people* for check baggage… I didn’t get charged for mine, but my sister for some stupid reason had to pay around $120 CAD to check hers. We booked our flights at the same time (to be able to travel together obviously), so it made absolutely no sense at all.
They also charge for coffee/water on a short flight (other airlines don’t, and even provide a complimentary snack).
At the airport, there was a MASSIVE line at the TAP counters (where you check your bag and they print your boarding pass), and they only had two kiosks open, and no self-serve options. Then after about half an hour, they closed one of the kiosks leaving only ONE person to deal with the line. Time ticked by and people began getting impatient and panicked because we thought we were going to miss the flight. We all still had to go through security as well. My sister and I ended up going to the “premium” kiosk which at that point didn’t have a lineup anymore, and begged the woman to take us, which she did (a huge thank-you to her). I am confident there were people who missed the flight, as there was no way the two agents (including the premium kiosk) could have got through all those people before takeoff, even with the flight ending up being slightly delayed.
In fact, both our planes were delayed, which I understand happens, but at the layover airport we were shuttled to the plane, and were stuck waiting (standing up because there are no seats on the shuttles) in the heat (Lisbon Portugal heat), crowded together, for over 45 minutes while they cleaned the plane. I have absolutely no idea why they didn’t just leave us to wait at the airport where it was cooler and where there’s somewhere to sit down. There were 3 or 4 buses full of people stuck waiting like this. It was completely ridiculous.
I will NEVER fly TAP Portugal again. Ever

On 3 March at 5:40, I was on board the TAP TP753 from Copenhagen to Lisbon with a scheduled return on Sunday 6 March 18:50 on TAP TP752.
However, I came to Lisbon Airport to find out that my ticket had been cancelled without any form of notification and was not given any help.

The reason for the cancellation was according to your personel that I had been a no-show for the flight from Copenhagen to Lisbon, which was not the case.
After missing the flight to Copenhagen, I went to the customer service center and got the same message that I had been a no-show.

Initially, I was refused a return ticket as I ”could not prove that I had been on the flight”. After 15 minutes of conversation I was granted a return ticket on Tuesday 8 March 7:10 on TAP TP754.

I was refused any other form of compensation, so the two extra days in Lisbon would have to be on my own expense (including to nights in a hotel, transportation, food and inconvenience).

When I returned to Copenhagen, I managed to speak to an employee from SAS (Star alliance), who had been responsible for boarding me on Thursday morning on TP753. She could confirm that I had been on board on the flight and that there had been a mistake in boarding some of the passengers. She realised that there was a high number of no-shows in the systems and asked the on-flight personnel to do a headcount to confirm. I can only assume that this was not done.

I filed a complaint on 12 march which is still "under analysis"

Worst message ever.
Today we had the “plesure” of being told that our plane was overbooked AT THEGATE and that we had to wait 24 hours for the next flight. Even though we had booked our tickets more than 2 months ago.
We had to use some very big and unpleasent words and explain that we had two small kids home alone and that staying longer was NOT an option.
In the end we did get home on the flight but that it is even a possibility to get such a message is more reason enough to only give 1 star here.
We were not the only ones that got that message today.

Last year our flight to Copenhagen was cancelled and TAP could not give us a new flight - and so the circus begins!

17-07-2021: Our flight to Copenhagen was cancelled - and we had to spend 3.000EUR to get home that day with Norwegian. I contacted TAP in the days after to get a refund - not a voucher!

19-09-2021: I was issued a voucher - not a refund as requested!

20-09-2021 I called TAP to complain and a NEW refund case was opened.

I have since been in contact with TAP (by phone) the following dates because I have not received my refund :
18-11-2021: TAP made my refund case "urgent"
04-01-2022: I called TAP refund office and TAP told me to call back later that day - later that I was put on hold for 40 minutes and my call was terminated.
05-01-2022: TAP made my case "high priority"
19-04-2022: TAP told me that my case was still being processed and that I should file a complaint.
19-04-2022: I made an official complaint through TAP website
20-04-2022: I received a reply from TAP, where TAP said that my refund was processed on the 19-09-2021. As you can see this was the date where they issued a voucher to me!
27-06-2021: It has been a month since my last reply to TAP and I have not heard anything from TAP.

It can not be right, that TAP takes close to 1 year to give their passengers their money back from a flight that was cancelled!

If there was a zero score I would have given them that. I was at the airport on 3rd for 4:30 to check in only for me to find out that they are checking in 8:00 flight with 6:00 flight which made the queue longer and common sense didn’t tell them to check in 6:00 people first. I got to the desk with my 3 kids and for the lady at the desk to tell me that I can’t board the flight as it close mean whiles Tap Portugal alert me it closing at 6:20. She was so rude and the supervisor Denise in Heathrow airport was helpful but the lady with scarf was sooo RUDE and horrible. She refused to give us her name as well.

I had to pay to reschedule my flight Again.

Customer service is TERRIBLE

My flight got cancelled and I got told... once at the airport at the check-in desk.
Got offered no choice regarding which flight I wanted to be rebooked on.
Will try to avoid in the future.

Booked a flight for 1 week. TAP cancelled the connecting flight and suggested a new 2-day layover in Lissabon. Flight time increased from 3 hours to 50 hours.

Since they had no alternatives, we had to cancel the flight.

First, they tried to give us a 6 month voucher instead of reimbursing the funds.
Then, we had to call several times and wait in the call center queue with multiple transfers because agents either didn't have the right to issue the refund, or didn't speak english.

We were kicked out of the queue and had to call again. After 2 1/2 hours on the phone on hold and talking to a total of 6 agents, we were finally issued our refund.

It is enormously disrespectful to squander customer's time Companies should have to reimburse customers for excessive hold times on the phone.