Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom it may concern, I would like to first address the reason for my delayed timeframe for complaint. I have tried every avenue and platform, and I have addressed the company itself multiple times to no satisfaction. I purchased two airline tickets for myself and my husband to travel from Boston to end destination Praia Cape Verde Islands. Less than a week before departure we contracted Covid 19 while battling meningioma which made us not eligible for travel. I contacted TAP Portugal to inform them, and they stated that we could rebook our flight when we were able to travel. We attempted to rebook our flight but were told that we could not because we had passed our rebooking period which we were never informed of. I will upload our communication with them and there responses.

• Initial Complaint

  01/05/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a travel package which included air fare via TAP Air Portugal. When I tried to check in online, the system stated it would cost $123 per person per bag for checked luggage. I then called customer service December 7, 2024 at 9:55am. I explained to the rep it tried to charge $123 for each bag. The rep told me that price was correct. I said that was excessively high. The rep stated it was for both ways. I asked is that for one way or round trip. The rep stated the fee was going and coming. I asked are you sure? Rep said, Yes. So, I agreed to pay for the bags over the phone. However, when I tried to check in for the return flight, the system required me to pay $133 per bag. I went to the airport in Casablanca and the agent said I had to pay $133 per bag because I only paid for one way. I confirmed twice on the phone with the customer service agent. I would not have checked bags if I had to pay $512 just for bags. Another customer on my trip experienced the same problem. I would like a refund for the return baggage fees because I was misled by the customer service agent.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This concerns Flight *****, October 9-10, 2024. For our first trip to Portugal, my wife and I chose to fly on the “official Airline” of Portugal, TAPAir. We planned ahead and purchased our tickets on February 27, more than seven months prior to the flight. We chose “Plus” class tickets at a price of $2,102, $1,051 apiece. A few days before the flight we were sent an offer to bid on an upgrade to Business Class that I believe was deceptive and that cost me an unintentional $2,152. I appealed this through several channels of TAPAir without a satisfactory result. In short, my reasons for the appeal are as follows: TAPAir via email asked me to bid on an upgrade to my purchase that was made seven months prior. The online procedure for the bid was deceptive because it presented a base bid amount that closely mirrored the amount I had already paid for the tickets. The TAP instructions stated “The amount you offer is in addition to the ticket price”. So, I added a $71 per ticket bid to what I believed was already there as the individual ticket price. TAP charged me the base bid amount of $1,005 plus $71 X 2 tickets, total $ 2,152. I immediately tried to cancel this through several channels and was told repeatedly that it was “non-refundable”. On October 9, I repeated my request to the check-in agents. I told them I refused to accept the upgrade. They replied “it was already in the system and they could not change it.” On arrival at the gate I spoke to a supervisor who said he "had no authority" I asked him to note that we would be boarding the plane in protest. I believe the online bid process was deceptive and that TAP should have further clarified the way it functioned before taking such a large amount of my money. They should have replied affirmatively to my immediate request for cancellation of the upgrade and full refund of what they charged to my credit card for the upgrade. We are requesting a refund of $2,152.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/15/2024 we purchased 2 economy flights that allowed for changes to be made for a total of $1570 ($785 each). We needed to get a credit for future use as we have a family member that was diagnosed with cancer and cannot go on our trip at this time. Everything kept directing us to make changes online (even when you call their customer service #) but once we went online the only option presented was for a refund. We clicked on that option believing that it would provide further options based on the ticket type we purchased where we can request a credit for future use. However all it did was process a request for a refund and they refunded us $125 for taxes. We called and advised of the problem we had with their site not providing the correct options based on our purchase and they said they couldn't help us any further as we didn't purchase a refundable flight. We told them we knew that and only wanted a credit to use in the near future but they again said that since they processed the refund we lost our tickets and they couldn't give us a credit. I believe that if they want customers to process changes online they should provide the correct options based on the tickets purchased. Any help to get some type of credit for future use would be appreciated as it is not fair that they are keeping all of this money and our flight was scheduled for 10/31 so it hasn't even come up. Refund was processed over a week ago and calling them to explain hasn't yielded any positive results.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Due to challenges related to logging in, and resetting my password, an escalation ticket was opened x it has not been replied to the number is **************.Can you kindly provide the status along with the number and email address of someone in the technical support dormant that I can speak with? Thank you.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To whom it may concern,I hope this email finds you well. My name is ****** J. ******, and I am writing to express my dissatisfaction with a recent travel experience I had. On Tuesday, September 24th, I purchased a one-way ticket from ***** to ******** with a 1-hour stop in ************* (******).However, upon boarding the plane, we were informed that the flight would be diverted to ****** for an additional 1-hour stop instead of *************. When we arrived in ******, we were further informed that our flight to ******** had been canceled, and we would have to wait approximately 25 hours before the next ********* response to this unexpected change, the airline issued us a $15 voucher for food and an $80 voucher for accommodation. However, the voucher for accommodation was insufficient to cover the cost of a hotel room, as the cheapest hotels in ****** that night averaged between $700 and $2000.Given the circumstances, I understand that unexpected delays and cancellations can occur, but the airlines handling of the situation left me feeling frustrated and inconvenienced. Missing a day of work due to this incident caused significant financial losses for me, as I have to comply with all my clients.I have traveled on a monthly basis for many years and am well-versed in my rights under European and international laws and regulations. I am seeking compensation to rectify the situation and ensure that I am not further disadvantaged.I kindly request that you review my case and consider providing appropriate compensation to address the inconvenience and financial losses I have incurred. I believe that a $500 compensation amount would be insufficient to rectify the situation and would be considered an insult to my efforts to resolve this matter. I am more than willing to accept credits for future travel or cash (preferably cash). Thank you for understanding.****** J. ******

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  TAP BAG CHECK CHARGE SCAM::: Miami to Lisbon, one bag check in luggage free included for me and one for my husband. A week later, Lisbon to Miami, they charged me 105 euros x 2 so 210 euros for the SAME bags! Original purchase was for round trip, not one way. Bait and switch. This is not right!!! Deceptive trade practice. Want a refund of 210 EURO.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a flight with TAP Portugal on July 24th, 2024, from ************* to ***** (confirmation QK5U3N). Just before my flight, my grandfather passed, meaning I had to fly elsewhere to the funeral. The cost of the flight was > $1000.TAP has a policy that allows for reimbursement due to bereavement. On August 6th, I sent my grandfather's death confirmation, along with documentation that indicates my kinship to my grandfather, to support a claim for reimbursement, as instructed by a *** agent. My claim numbers are 2024-0001443851, and 2024-0001362371.Since then, I've been on over 8 calls with *** agents over the last month and a half requesting a status update on the reimbursement. I have called around once a week. Each of them have told me that I will be hearing back within days from the reimbursement team. **I have not heard back yet.**It is now around a month and a half since I submitted the finalized documentation to ***. In the absence of any information from ***, I have to conclude that they are intentionally with-holding the reimbursement, in violation with their policies.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booking ref * ******  On Aug 27, 2024 (PST) After noticing that flight ***** (on Nov 23, 2024) from LIS to ZRH airport got cancelled and replaced with flight *****, we called TAP customer service and were told that we could get full refund if we cancel the whole trip. Also per TAP Airline Portugal web portal, full refund would be allowed if flight is cancelled or delayed for more than 5 hours. In our case, not only the original flight was cancelled but also the replacement flight is later more than 5 hours from the original flight. This is involuntary refund case. With that, TAP agent guided me to initiate the involuntary cancellation online. Note: It's 3rd call to TAP Airline Portugal. First 2 calls were dropped when they put us on hold. In the evening of Sep 5, 2024 (PST) When refund to the credit card was not shown up, we called TAP customer service and were told that there was error when TAP processed the request. Case# ***************** was then created to address that. In the morning of Sep 6, 2024 (PST) We found that a refund of US$208.72 (dated Sept 4, 2024) showed up in our credit card transaction. Though, this is only 10% of our original payments of the 2 tickets plus seating selection and luggage charge. 10% = 208.72 / 2085.20 Original payments Ticket payment paid on Feb 1, 2024 : US$1,705.20 Luggage/Seating paid on Jul 11, 2024: US$380.00 Total = US$2085.20 We file the complaint via TAP Airline Port Portugal web portal online to request the full refund of US$2085.20. . The complaint reference is *************** In the very early morning of Sep 12, 2024 (PST) The full refund was still not shown up in my credit card. The TAP complaint was not resolved. This BBB complaint is now filed. We would request TAP Airline Portugal gives full refund as soon as possible. We could be reached at +* ************ ******* ** ***** **

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Traveled on August 28, 2024 via TAP Air Portugal from LIsbon to JFK. Flight #****** Ticket #*************** The representative at the ground level check-in counter stated my daughter's bag would be fine as a carry-on and also measured the bag. It fit the appropriate size. However, when we arrived at the gate, another representative was pulling aside tons of customers and demanded that they check-in their bag. He pulled my 12 year old daughter aside and stated her bag was too large. We explained that we already had the bag measured at the ground level / check-in counter and requested that he also measure the bag. To which he refused. Stating he can "visually" tell the bag was too large. He also went on to state "well you cannot leave...do whatever you want" and "you can't go back home". My daughter was almost in tears. I tried to submit a complaint via TAP Portugal website but they were not helpful. As per TAP Portugal website, there is a size limit to carry-on baggage which we met. Even the first representative at the initial check-in counter that measured the luggage stated it met the size requirements. The representative at the gate did not measure, but demanded that we pay and essentially held us hostage unless we paid to get on the plane. In addition, when flying TAP from NY to Portugal we used the same luggage and it was allowed as a carry-on. So we do not know what changed on our flight back to JFK.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩