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Business Profile

Airlines

TAP Air Portugal

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TAP Air Portugal's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 236 total complaints in the last 3 years.
    • 40 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      TAP Air Portugal lost my luggage, I filed a claim with them to be reimbursed for the lost items. They agreed to reimburse me and told me the money would be wired within 20 days. They told me this on May 14th. It has now been over 30 days and I have not recieved the money.

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB, I decided to reach out to you because the situation with TAP is not moving forward despite filing a claim on TAP's web page. The reference number for my claim is ***************.
      In summary, my family and I (total of 4 adults) flew from Boston to Lisbon on May 16th, my son and I are 6 feet 4 inches tall so we bought the PLUS fare for all of us to get better seats. We selected the better four seats in the economy plus area (row 12) at the time I bought the tickets on March 10th. To my surprise, TAP changed my seats and sent us to the back of the plane. They told me this sometimes happens and there is nothing that can be done even though I paid the extra PLUS fare when I selected the seats on March 10th. I filed the claim asking for a refund for the PLUS fare but TAP told me I'm not eligible for the refund because I didn't select the seats which is not true and I have the emails from March 10th showing we selected 4 seats in row 12, I sent those screenshots and TAP still not giving me what's mine, I paid extra for more comfortable seats and TAP did not deliver and doesn't want to refund me the PLUS fare for that flight. I'm not asking for a lot of money, the refund should be around $500. This is very disappointing, TAP made our flight to Portugal a very uncomfortable bad experience. This is the reason why I'm contacting you, because so far I have no answers from TAP, the last email from their customer service was on May 27th and I was offered 5,000 miles, but I don't want the miles, it's not fair to give me miles, I want to get a refund for what's mine.
      I'm really disappointed with how TAP customer service is behaving.
      Sincerely,
      ******** *******

    • Initial Complaint

      Date:05/27/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This WAS IN FEBRUARY 2025!!!! I need my reimbursement! This is the worst airline I’ve ever experienced! Very unprofessional. Unorganized and I was told that since my luggage was left in a different country to go out and buy thing and I’ll be reimbursed when it’s months later!!!!!! No communication! Nothing. This place should be shut down. I’m not stopping until i get my reimbursement.
      I arrived in Rome Italy on 2/13! My luggage has been left in Portugal. Yesterday on 2/13 they told me my luggage would be delivered to my room this morning on 2/14! I still have no clothing to wear. It’s my son’s birthday and we have nothing! I have no money to buy anything and my luggage is apparently on its way to my hotel with no anticipated delivery time or date! I paid over 200$ for my baggage to be checked just for it not to be on my flight! I want a refund for the fee I paid and or free checked baggage on my return flight! I don’t want to have to pay you guys another dime! My trip is ruined. I want to be compensated for this huge inconvenience. I have anxiety and had a panic attack! I want a refund and I want my luggage asap! Customer service was horrible!

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      April 22, 2025 Complaint number/***************

      Round Trip, paid $878.91, I entered a complaint with the carrier and have not heard back.

      Flight from Newark to Porto. Bought mom's ticket months ago and paid extra for window seat 6F, leaving Newark on 4/22. We pay for that seat because my mom is 87 with knee issues and she cant be getting up and down when people need to get up. Checked her in 24 hours before, 6F confirmed. Next day 4/22, I called TAP customer service at 8:30am, 1230 & b330 and every TAP representative confirmed seat 6F. They sent me screenshots showing seat 6F, that I attached for you. At airport check in, we were told mom was in row 8. Right away my mom was a nervous wreck! The supervisor at the counter said those seats are for staff and not for passengers. Sorry, but that's the way it is. I asked for his manager and their name, and he said he wasn't allowed to provide a manager’s name, but he would call one. 40 minutes later, Patricia/Newark terminal B showed up and we spoke. She was very pleasant and understanding to the issue, but also said there was nothing she could do with this...that this is a known issue with TAP. She could file a report with TAP and explain what had happened to my mother, and she would bring it to the Captains attention, so he could file in his report. How could there be such a disconnect? I consider it false advertisement...bait and switch! Offer seats for sale, have passengers pay extra for the seat and then when they get to the airport, take the seat away from them, saying the seats should not have been offered for sale

      April 13, 2024 Complaint number/***************

      4/13/2024 flight from EWR to OPO. In January, I bought mom and my sister tickets from Newark to Porto and paid extra so they are sitting together in seats 6E and 6F. At online check in last night, mom is in the middle seat in row 7 and sister is in row 12. No communication, no courtesy email...nothing. We deserve a full refund.

    • Initial Complaint

      Date:04/18/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,I am writing because of a recent experience I had with Tap Air. I had checked in online for my booked ticket. However, due to illness I changed the first leg of the flight and missed the first flight. When I went in for the second flight, at the gate, I was told my ticket had been cancelled. How could I have gone through check in and security if my ticket was cancelled? The airline gave up my ticket even though I had checked in. I was never notified that the second leg of the journey was canceled. I should have received a notification when I did not show up that my ticket was canceled so that I did not waste time and money. It should be my prerogative if I change the first leg of my journey when I had paid for it.I am writing to pursue a full refund and acknowledgement that this practice is flawed. There was zero communication from Tap Air and I am out over $1,000 due to having to buy another ticket.Passageiro/Passenger : ***** Annamrs (ADT)Cdigo de reserva /Booking ref : V3A2JG **** *****

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I originally purchased two roundtrip premium economy tickets on TAP Airlines from IAD to LIS, departing on 4/6/25 and returning on 4/21/25. We used the outgoing portions of our tickets but had to change the return portions to 4/14. The return portion of the flight was not in premium economy but rather regular economy. We were not told this until we arrived at the airport.

      Because we originally paid for two roundtrip premium economy fares but only received two one-way premium economy seats, it seems that we should be reimbursed for the difference between the return premium economy/economy fares. I spoke to somebody at TAP and they adamantly refused to do this because "no premium economy seats were available" on the return flight. I understand the lack of availability. But that has nothing whatsoever to do with whether I should be entitled to a refund. We should receive a refund amounting to the difference between fares for two premium economy seats vs. two economy seats.

    • Initial Complaint

      Date:04/13/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a round-trip ticket for my wife to Cape Verde on TAP Portugal through ******* for $1272.31 (June 11–July 2, 2025) Plans changed, so I called TAP Portugal to cancel. I spoke with a representative named Noris, who also gave me his direct number *** *** ****, who said there was a $350 cancellation fee but assured me I’d receive a full refund after paying it. I paid the fee, received a receipt, and was told the refund would follow after a one billing cycle.

      Later, I received an email from ******* requesting a death certificate and kinship documents. Confused, I called Noris, who admitted he entered that reason into the system because an elderly traveler had backed out. I said I never mentioned a death and told him I couldn’t provide those documents. He said he’d fix it, and the refund would be processed within a billing cycle. That never happened.

      I contacted ******* and was told by a supervisor I couldn’t be refunded because of a form allegedly filled out by me—which I never saw. I call Noris immediately regarding the form he admitted he completed the form himself, and he will speak with his supervisor about it. After couple days spoke with Noris again, he said fix the problem and I will receive my money back. He also gave the phone to another representative who said she works with ******* on those matter name Tracy who also gave me her direct contact (###-###-####), Tracy, also said my refund was on the way. Few days later no refund, I called TAP Portugal they said since I got my ticket thru *******, I need to call *******. However, the mistake was made by TAP Portugal representative.
      I paid $350 dollars for refund and no refund and no reason why I'M not getting my $350 dollars back or my $1271.31 since they made the mistake. That is just a bad customer service. I just want my all my money back, 1622.31.

      ******* Itinerary Number: **************
      email used *******.*************.***

    • Initial Complaint

      Date:02/12/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently cancelled a ticket and the cancellations fees were not disclosed. The wording said that I would get refund in the original form paid. I paid $645.11 and received only $94.97 back. I requested to speak to a supervisor several times via phone call and message and they have refused to speak to me. If I would have clearly seen the penalties, I would have not cancelled. I am asking to have my concerned heard by upper managment and either my original ticket reinstated or a full refund. My refund request was: **************** Original ticket # *** **********

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked two tickets for my husband and I to fly to Portugal thru *******.*** (******* reference #******) by Air Portugal. (Newark to Lisbon on 11/20/24 and return from Porto to Newark on 11/25/24. I had a heart attack on 10/29/24, hospitalized and advised by the cardiologist not to travel for 2 months. I have notes and documentation. I cancelled the flights in a week advance to my travel date. ******* .com nor the Air Portugal was not helpful to give any refund nor the voucher even though it was health-related cancelation. Which was fine since I had a travel insurance so after bouncing back and forth with *******.com and Air Portugal, I just claimed thru the travel insurance.
      Only thing the travel insurance was asking from Air Portugal is the letter or email stating that Air Portugal did not issue any voucher for this reservation.
      Initial call to request this was las year in December then I was advised by the customer service representative to request online, two more requests were done thru the website and no answer back. I called on 1/8/25 and finally file a request to have the letter sent and given the reference #****-**********. The AIr Portugal said I will get the letter back in 1 week but no answer. I called again on 1/14/25 and i got the same answer. Since i have the deadline by the insurance company to provide the documentation, i called again on 2/5/25 and 2/7/25 and both times, they said they will send out the email within 24hrs. I still do not have anything.
      I just want the email stating that I did not get anything from them.
      The Air Portugal is very unprofessional. I didn't want to deal with this issue so I just want to claim thru the travel insurance and now they are not even responding to this.

    • Initial Complaint

      Date:02/06/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Booking Reference: ******

      Flight Details:
      - Departure: *******, July 6th 2024
      - Return: *******, July 17th 2024

      On January 16th 2024, within 24 hours of booking my round trip flight, I called Tap Air Portugal customer service to inquire about canceling my return flight from Portugal. During this call, the representative assured me that I could cancel my return flight after arriving in Portugal without needing to rebook the entire trip. Based on this information, I subsequently booked a separate return flight from Greece, as my travel plans had changed.

      However, when I called again on July 5th 2024, just before my departure, another representative informed me that, due to having booked a basic fare, I would not be able to cancel my return flight from Portugal. This critical information was not communicated to me during my initial call, leading to unnecessary expenses and inconvenience.

      Given the conflicting information provided by your representatives and the financial impact it has had on me, I kindly request a reimbursement for the return flight portion of my booking from Portugal. I have attached all relevant documents, including my booking confirmation

    TAP Air Portugal is NOT a BBB Accredited Business.

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