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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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TAP Air Portugal has 3 locations, listed below.

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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:02/12/2024

      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.
      On February 9, 2024 I flew from ****-->******-->******. I checked one bag. When I got home, I saw that the following had been stolen when it was in TAP's possession: 2 bottles wine, 3 toiletries, 1 bag pasta, 1 jar of food.I cannot get TAP to provide resolution on this issue. Their customer service skirts the issue. I called, and the agent told me to submit online via "talk to us." The online team tells me to contact the destination airport. TAP's Lost and Found at the destination airport does not answer their phone (in fact, the number listed appears not to be real) and they have not responded to my emails. They state that this is time sensitive to make a claim but they are providing me no opportunity to make a claim.I expect that TAP refunds me the ************************************ at minimum the baggage fee of 85 dollars, since they failed to provide safe holding of my possessions.

    • Initial Complaint

      Date:02/07/2024

      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.
      My name is **** ***** and my wife (**** *****) received news in **cember of immense financial hardship. We are now over 10,000 dollars in **bt and cannot go on our vacation planned for summer 2024. We also just found out our cat has potentially fatal, late-stage kidney disease and had to spend 1,500 dollars on her treatment.

      We were to take a cruise, and that cruise was NON-REFUNDABLE through ***** *********. Yet, they showed us grace given how much advance notice we gave them and they only charged us a penalty of 500 DOLLARS.

      *** ****** also showed us grace and refun**d our trip completely.

      TAP Portugal and ********* have shown us the OPPOSITE of grace and humanity. Both of these rich corporations have tried to ignore or **flect our concerns, and hi** behind the fact that the tickets are non-refundable.

      They continue to **cline our requests for a refund even though TWO OTHER ORGANIZATIONS refun**d us on non-refundable tickets given our situation.

      I am asking BBB to advocate on my behalf as you have seen the evi**nce of *** ******'s refund. Would you please help me in doing so? I am **sperate at this point.

      I want TAP and ********* to know that I will be going through the ***** ** *********** and the Better Business Bureau respectively if TAP or ********* cannot find a way to show compassion and make this right.

      Thank you for your time today.

      **** *****

    • Initial Complaint

      Date:01/28/2024

      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.
      The TAP booking website does not allow for the transactions to go through to finalize flight reservations. When I called the customer service line they tried to charge me a fee for calling to reserve the flight despite the issue being rooted in their system failure. Then they claim they cannot find the flight for the price that I see online (screenshot attached). They then offer to book the flight at higher rates than what I see online. The solution is that there are no solutions and that they can't do anything. I spoke to 4 people today and each one gave me a different price for the same itinerary. Their pricing is not based on any logic and therefore their pricing is not as advertised. They nickel and dime every chance they get by creating errors on their website that force people to call and make their reservations at a higher rate.

    • Initial Complaint

      Date:01/13/2024

      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.
      The issue is about a flight purchased with Tap Air that was cancelled 23 hours after purchase, wherein Tap Air refused to refund the credit because their system shows it was after 24 hours. When I sent them the email evidence showing the time stamps of when they purchased and returned, they did not get back to me. I tried reaching out via phone, email, social media, and on the website. Once they responded saying that their system showed differently. I’ve tried asking for updates on the case, but it’s impossible to get ahold of them. The last time I was in touch with them was November 2022, and since then I have been in a training without internet access for a majority of the time. Hopefully there’s something to be done to recoupe some of the money (roughly $700). If not, I wanted to share this experience as they are violating their own policies of refunding the flight money if it is cancelled within 24 hours.

    • Initial Complaint

      Date:01/10/2024

      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 flew with TAP on Saturday, January 6. My friend and I checked in our luggage together but when we arrived in New York, only her luggage arrived. I filed a delayed baggage ticket with TAP but there has been no correspondence as to the status of my bag. I called TAP twice and the first time I was told that it was my responsibility to go to the airport and look for it which is outrageous and does not make sense. The second time I called they informed me that my luggage had not been found and that they would only start looking for it outside of New York after three days had passed. None of this makes any sense to me. Why are they not looking for my luggage right now? Why has nobody gotten in touch with me. In addition, whenever I call, there is an extremely long wait and sometimes I get disconnected. I want to know what is being done about my luggage and what my course of action is if my luggage is not being delivered. My luggage contains medicine and documents that I need.

    • Initial Complaint

      Date:12/07/2023

      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 flew from Lisbon to NY on December 6th. When check my hold baggage and my carry on, the person helping me asked if my carry on was more than 10 kilos, and I said I did not know. She did not mentioned the purse I was carrying which had my wallet, passport, etc in it. She did NOT weigh the bag and told that it was fine if it was. My hold bag was tagged and also not weighed, and when I dropped it off and looked at the tag, I saw that it was 4 kilos underneath the allowed weight. When I came to the gate, my carry on was weighed along with my purse and it was over. I was told this would incur a 125 Euro fee. I told the person that when I was initially dropping my bag off, my bag was never weighed and I was not told this, and in fact was told it did not matter if it was over weight. I explained to her that if I had known my bag was over weight, and if my other bag was underweight, I would have obviously moved some objects over. She told me that it wasn't her problem. I explained again, how unfair it was to not weigh my bag initially, and to falsely tell me that it was ok. This is entrapment to have your customer pay a fee that you are actively lying to them about. I would have just moved things over into my hold baggage to account for this.

      As well, on my previous flight on the 3rd of December, my cabin bag was never weighed as well, neither at the gate nor at the counter.

    • Initial Complaint

      Date:12/06/2023

      Type:Delivery 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.
      Bag misplaced
      Was told via email that is was going to be delivered on Monday
      Explained my medication was in my bag
      Day 6 and still haven't received my bag
      Today I was told it would take 21 days
      I feel I should be compensated especially since I haven't been able to take my medication
      Customer Support hung up on me

    • Initial Complaint

      Date:11/25/2023

      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.
      November 18,2023
      $504.2x3=1512.60
      Couple flying together and one cancelled ticket.
      Couple seat separate seats (wife very careful, OPEN-HEART SURGERY) and one CANCELLED ticket.
      No answer from the business.
      Booking ref: ******
      No advertising.

    • Initial Complaint

      Date:11/22/2023

      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 on 8/9/2023 for family of 5. Total was ******* Confirmation number OP2792. I am requesting a full refund or full credit on these tickets. I was only refunded ****** . I understand these were budget flights but unfortunately I can not travel do to my autistic son having trouble with certain things as well as having an emergency travel to ****** due to deteriorating health of my father in law. The current events such as protests and WAR events made us think its not safe to travel at this time along with the extra expense of my father in law. I am asking and pleading for understanding and a one time exception please as I can not afford this money at this time.Thank you

    • Initial Complaint

      Date:11/13/2023

      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 contacted TAP airlines using the contact number listed on their businesses website on 9/2/2023 to inquire about rescheduling a nonstop flight from Boston to the Azores (scheduled to depart on 9/3/2023 and return on 9/11/2023) due to a sudden death in my immediate family. The customer service agent informed us that we could cancel our current flight and earn the full airline credits for the original ticket amount of ~$2605 if we paid a $400 cancellation fee per traveler (two of us). We paid the fee, received a "Confirmation" email with the credit information and when we called them last month to use the credits we were transferred to a fraudulent/scammer number and were told that the credits never existed. We are in the process of disputing the credit card charge but the airline continues to decline blame.

    TAP Air Portugal is NOT a BBB Accredited Business.

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