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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

    • 234 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:04/15/2024

      Type:Customer Service 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 Portugal refuses to speak to me and hides behind the travel agency I booked a ticket with. I have been requesting a refund with official documentation prohibiting me from flying, and tap refuses to handle this appropriately. They keep hanging up on my phone calls. The travel agency stated that the airline will not communicate with them. This is plain robbery, they wont even speak to the customer. I have been robbed of my hard earned money.

    • Initial Complaint

      Date:04/02/2024

      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.
      WE HAVE THREE OUTSTANDING COMPLAINT CLAIMS WITH TAP PORTUGAL THAT HAVE NOT BEEN ADDRESSED TO GET REIMBURSEMENT FOR MISSING LUGGAGE. WE WENT ON A TWO WEEK HONEYMOON THAT WE FLEW ON TAP FOR AND OUR LUGGAGE NEVER MADE IT TO US ON THE TRIP. THE TRACKING LINK FOR THE LUGGAGE BROKE AND TAP WAS UNABLE TO PROVIDE NO INFORMATION FOR THE ENTIRETY OF THE TRIP OR AFTER ABOUT WHERE OUR BAGS WERE. WE HAVE NOT BEEN PAID BACK FOR THE ITEMS WE WERE FORCED TO BUY ON OUR TRIP, AND THE SUBSEQUENT EXPENSES CALLING THE AIRLINE FOR A STATUS ON THE MISSING BAG. WE NEED RESPONSES ON REIMBURSEMENT FOR ALL ITEMS WE HAD TO BUY GIVEN THAT WE DID NOT HAVE ANY LUGGAGE FOR TWO WEEKS AND BEYOND WHEN WE GOT HOME. WE HAVE BEEN REACHING OUT NONSTOP FOR OVER A YEAR NOW WITH NO RESPONSE, IT IS TRULY APPALLING. THANK YOU. THE TOTAL AMOUNT OWED IS $3,290.69. AT THIS POINT WE WOULD ALSO APPRECIATE REFUND FOR THE FLIGHT ($4000) THAT WE TOOK THAT DID NOT TRANSFER OUR LUGGAGE AND NOW HAS CAUSED OVER A YEAR OF PAIN AND DISTRESS OVER LOSING THIS MONEY. TAP RUINED OUR HONEYMOON AND SUBSEQUENT TIME AT THE START OF OUR MARRAIGE STRESSING OVER THIS MONEY AND THESE CLAIMS.

      July 20th
      - Claim reason: Items bought on honeymoon
      - Claim amount requested: $2,219.72
      - Claim #: ****-**********
      - https: July 28th
      - Claim reason: July international calling fees
      - Claim amount requested: $342.63
      - Claim #: ****-**********

      Sept 14th
      - Claim reason: August international calling fees
      - Claim amount requested: $728.34
      - Claim #: ****-**********

    • Initial Complaint

      Date:03/27/2024

      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.
      I purchased a Honeymoon trip using TAP in October, 2023 for a trip to Spain that was to begin April 12, 2024. I used TAP reward travel points for this trip
      In December, 2023 , I was diagnosed with Squamous Cell Carcinoma. This cancer involved a major surgery in February and now debilitating radiation treatment. I am currently undergoing the 6 weeks of radiation treatment for this cancer.
      I contacted TAP to request cancellation of the planned trip due to my cancer and now radiation treatment. This will be followed by 3-6 month additional recovery. Obviously, I could NOT take the upcoming trip and the future is too uncertain to reschedule at this time. Plus, there is nothing in my account noting I can reschedule for free nor was the original trip canceled yet. The customer service agent stated she would cancel the trip and note the 'offer' in my account notes, It is neither canceled nor noted at this time.
      When I contacted TAP and tried to request cancellation and a refund of my points into my account, I was expressly told there would be a fee of $140 to re-deposit the points into my account for use on travel in the future... They stated there are NO EXCEPTIONS to this even for this cancer diagnosis. I am in complete disbelief they would not offer to waive the fees given my troubles.
      After much interaction with absolutely horrible customer support and trying to get them to at least reply to an inquiry, they have offered to allow me to rebook travel now without a fee but it must be completed within 12 months. This is impossible to do at this point and a very disappointing and unacceptable. I am only asking not to have to pay a huge fee to just re-deposit miles into my TAP mileage account. Between my medical expenses and the uncertainly of the future, a $140 fee is very hard to absorb.
      I am hoping BBB might be able to step in and assist on this. I have gotten nowhere with customer service and even management at TAP and left with no recourse.

    • Initial Complaint

      Date:03/20/2024

      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.
      I purchased flights for two people (myself and my husband) to ******* in July of 2023 with intent to travel in February 2024. Unbeknownst to me, my flights were changed by Tap Air Portugal which I noticed in November 2023 while planning my itinerary. My connecting flight was moved to a different day and I contacted the airline. They could not rebook me on another flight and encouraged me to request a refund. I was told by customer service at Tap that I would receive a full refund as per their policy given that the current policy states that a full refund is to be issued if the airline has a flight delay/change of greater than 5 hours regardless of the class of ticket booked. The airline refunded only a small portion of my ticket subsequently. I called again and was told that this was an error and I should file a variance which I did. A few months later, I received another partial refund and am still owed $438. I contacted their customer service once again and now I am getting no response and no replies to emails.

    • Initial Complaint

      Date:03/16/2024

      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 have contacted TAP/Air Portugal almost daily for two weeks straight. I have used the chat feature on the website, as well as social media.

      It started on 3/1. I was having trouble booking my tickets on the Air Portugal website. This was for 2 adults and a 5 year old. We wanted to leave on 7/4 at 20:20 from IAD and arrive into Lisbon. Then leave Faro on 7/11 at 1:35PM, arriving into IAD. When I was on the TAP website, I had to do two one way to see these tickets. The multicity tickets would not show up. I have included a screen shot of the cost that I was receiving 3756.30 but the website was not allowing to me book these. I contacted the agent and they were adamant that I pay for the services. I explained to them that if it was the website issue, I should not have to pay the fee.

      I took my complaint to social media. I contacted TAP again and they wrote back saying "sorry". An agent reached out that asked me all the information (passenger names, etc), but then refused to help. A "manager" reached out to me saying they could help after I sent the screen shots, then asked me for a photo of my credit card. I knew then it was a scam and I let TAP know. I have had no response from this "manager" since.

      Since this time, I have downloaded the app. I showed TAP that I was unable to click on return date on the app. They told me they had not heard any issues with the app or website and to try another device. I have tried 3 devices, apps and website and even registered on the TAP to see if that worked. Still nothing - 2 weeks. I also had someone from What's app reach out to me saying they would walk me thru the process, but they could not prove they were not a scam (that screen shot also attached).

      2 weeks later. I contacted an agent AGAIN on your website and asked them to send me a link. The second they sent me the link, they disconnected the chat.

      I have never used TAP and I will probably never use it again. It is impossible to get assistance or have scams!

    • Initial Complaint

      Date:03/12/2024

      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 attempted to check to see if my airfare was refundable on the website. Instead of telling me it's status, the website canceled my airfare. I immediately within seconds contacted the airline to reinstate the airfare since I did not want to cancel it, particulary since it was non-refundable. The chat on the website informed me that I would not be able to reinstate my trip, nor would I be able to get a refund. The result was stealing money from me based on a bad web design on their part.

    • Initial Complaint

      Date:02/27/2024

      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.
      On February 18th I purchased 6 tickets with TAP and right after finishing transaction I realized that I had made a mistake with dates and contacted TAP to fix it. I was informed that I should cancel it for it would cost over $ 2000.00 more to reissue new tickets. Then I agreed and agent told there would be a $ 99.00 fee for each passenger. I said there should be no penalty for I canceled within 24 hours and anyway he said there was nothing he could do and that I should cancel right away in order not to pay for the whole amount. To avoid a bigger problem I agreed at the time. On the company website it's clear that purchases made in the US there should be no penalty if cancelled within 24 hours.
      Please help me with this issue.
      Sincerely.
      **** *******

    • Initial Complaint

      Date:02/26/2024

      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.
      On February 3rd, 2024, I purchased a ticket with TAP Air Portugal from Washington, D.C. to Madrid. On February 16th, I was diagnosed with cancer. Due to my treatment, I will have to cancel my flight. On February 23rd, I called FLY TAP's customer service line. I was told that I could receive a refund or a voucher if I sent my medical documents to [email protected]. After not hearing back, I called customer service again, and was told that I needed to file a claim online in order to receive a refund or a voucher. I have tried to file a claim online, but the form online required numbers I was not provided in my ticket confirmation. I feel that I am being given the run around and lied to.

    • Initial Complaint

      Date:02/23/2024

      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.
      On January 25th ****, i booked 2 roundtrip tickets to Portugal (travelling in July ****). I was unfortunately unable to travel and had to cancel the flights, which was done in April 27th **** over the phone. I was told the tickets were non-refundable, however i would receive a voucher valid for 1 year. I received a confirmation email from the airline confirming this on April 27th.

      Since that time, I did not receive any further emails or phone calls with the details of the voucher.

      I called multiple times to inquire and was finally told to submit an online request/complaint in Nov ****. On Nov 30th ****, i submitted the online request with all the above info and supporting documentation (complaint # ****-**********).

      I still did not receive any response or follow-up from TAP after this online submission. Every time i would check the status of the request on-line, it would say "Under Analysis".

      I again called TAP multiple times to inquire myself what the 'status' was and why since April ****, i still have not received any info on the voucher. I was not provided any valid reason as to why it was taking so long. Finally on Feb 5th ****, i was told when i called in that they would be forwarding what i had already submitted to the 'right department' to expedite it and was given an 'insistence number' (****-**********). I was also told i would be receiving a call back within 48 hours.

      I waited over 2 weeks with no callback and called TAP again on Feb 22nd **** to inquire. As usual, i was not given a solution and told they would again be forwarding it to the 'right department' and get a callback within 48 hours.

      I have been hung up on several times during my numerous calls to TAP and no one seems to be able to resolve a simple issue of issuing a voucher i was told i would be receiving.

      All i want is the voucher.

      Ticket #1: *** **** *** ***
      Ticket #2: *** **** *** ***

      Total paid = $2,227.31 CDN

      TAP Air Portugal Alternate Phone# 1-***-***-****

    • Initial Complaint

      Date:02/17/2024

      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.
      Flight ****** - ******; 14FEB2024; reservation 39RVLC I wanted to ask your help with my dispute with *** regarding extra luggage check-in charge at the gate. I was flying out of ****** with the Carry-on and a personal item. My reservation included one free check-in luggage. During the self check-in at the kiosk in the airport I got a message to continue with the *** service agent. I came to the agent and asked directly if I can take my items on board and was told it would be no problem. At the gate I was asked to weight my items and told that I have to pay around $180 for the gate check-in. I asked if I could go back and check in my items outside and the agent and her boss (***************) told me that it would not be possible to go check them in, since I waived my right to use the one item luggage during the check in. I had no other option than to pay this fee. When we got to the plane I took my carry-on with me on board and placed it in the overhead compartment - nobody really asked to check it. Definitely ready to pay extra 100 next time to fly by any other company and I kind of still have a small hope that this is a separate incident and does not represent ***

    TAP Air Portugal is NOT a BBB Accredited Business.

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