Complaints

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

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  TAP Air Portugal

  1037 Raymond Blvd Ste 1510 Newark, NJ 07102-5423

• 

  Tap Air Portugal

  John F. Kennedy International Airport Queens, NY 11430

• 

  Tap Air Portugal

  2100 NW 42nd Ave Miami, FL 33126

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.

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 bought a plane ticket for my 17 year old son, ******, to fly from Boston to Portugal on TAP Air Portugal for $1026. I had to cancel the flight as my son, whoi is diagnosed with ADHD, said he was too nervous to fly by himself (he was going to meet friends there). I cancelled the flight one month before the flight was to take place.
  TAP Air portugal sent me a voucher for $79.90 to use over the next year - they said these are the taxes on the tickets and it would be all I would receive. They said they would not give me a voucher for the $947 of the cost of the flight, they are keeping that. I'd look forward to a cash refund, but I thought at the very least they would provide $947 (maybe a $50 cancellation fee?) to use on a future ticket.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 received an email from the airline stating that my original return flight was canceled and I has been rebooked on a different flight. The new flight Departs almost 3 hours earlier than the original flight that they canceled, so I would not be able to take it. The email said to call their customer service with any questions about the changes. When I called the first time in October, the representative confirmed that I was indeed *********** a full refund due to the cancelation. He said to receive the refund, I had to process the request online. He walked me through the steps and I submitted the request The airline refunded me only $90 of the $663.45 that I originally paid. I called again and the representative told me to file a complaint with the airline online. When I did that they responded with: "We would like to inform you that, as per our records TP1015 was canceled and rebooked on TP1013 for 2HRS and 45 minutes prior to the original flight. Therefore, as per DOT rules schedule changes under 5 hours do not merit for full refund. Thus, you are *********** a refund in accordance with the fare rules." I responded to the email saying that this is inappropriate as one of their representative reviewed the case beforehand and advised me that I was *********** the full refund and that is why I proceeded with the claim. I also requested a call review of my original conversation as all their calls are recorded. I then immediately call the call center and once again, the reply advised me that I was indeed *********** a full refund and he put in a new request for me. Once again the refund department responded with the same message.I would like a call review of all 3 times I called their center and they told me I was *********** a full refund. I also want a full refund back to my card.

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 A TRIP TO ****** FROM 5/27/22 TO 6/5/22 TAP CANCELLED TWICE ON ME FLIGHT NUMBERS ARE JKX057-********************* JLVDRS-******************************* JM4NXB-********************* JN7COP-*********************** JLF263-******************************* JMXTXM-*********************** JN5S3K-*********************** NG71HW-************************* HAVE E-MAILED TAP BEEN ON ***** WITH THEM THIS HAS BEEN GOING ON FOR ALMOST 1 YEAR 6 MONTHS NOW LAST COMPLAINT NUMBER WITH THEM IS ************** JUST TRYING TO GET REFUND FOR MY MONEY AND THEY WILL NOT GIVE ME THE REFUND I HAVE SENT HUNDREDS OF E-MAILS BEEN ON THE ***** WITH HUNDREDS OF TIMES TO NO AVAIL THIS MATTER IS NOT GETTING RESOLVED WOULD LIKE TO KNOW IF YOU COULD HELP WITH THIS MATTER THANK YOU

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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'm writing to express my grievance regarding a subpar experience on TAP Portugal's flight dated July 15, 2023. Despite paying $1800 for a business class seat, I encountered a faulty entertainment system, a problem acknowledged and reported by the ******. Details: - Reservation Code: VUXPEQ - Flight Date: 2023-07-15 - Ticket Number: 047-2189292601 - Incident Date: 2023-07-17 - ****************** Sub-motive: Entertainment Regrettably, my attempts for a reasonable resolution have been met with inadequate offers from TAP's customer service. I firmly believe a partial reimbursement, at least 50% of the flight cost, would be a fair solution, given the undelivered services promised at booking. I hope BBB can facilitate in addressing this valid complaint, urging TAP to provide a fair compensation. Thank you.

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 been seeking a refund from Tap Air for the past 3 years and despite multiple assurances that the refund is being processed, I have yet to receive anything. From 2020-2022 I was told my claim was caught in a backlog. I was told by their customer service on multiple occasions that they had flagged my case for priority processing and that I should follow up 2-3 months later if I hadn't heard anything. I was also told to file complaints on their website which should help expedite the process. Both times I have filed complaints, they have been closed as "Completed", yet when I contact **************** they are unsure why the case was closed without contacting me or a refund being issued, because the problem has clearly not been resolved. Their solution is for me to file another complaint, but we're just going round in circles.Finally in January 2023 I received an email requesting my bank account details (which I had provided them over the phone multiple times) so they could process the refund. I provided them with my information and in May 2023 received another email confirming a process had been requested. They provided me with a link to track the status, although did not provide a tracking number. I followed up with them and they provided me with a tracking number that does not work. Despite messaging them multiple times over the past 4 months, I have still not received a number that is trackable on their website. When I enter the tracking number they gave me, the website provides the following error message: "Request not made. No refund was found for the data entered".Their customer service is incapable of escalating or helping over the phone. They keep advising me to do the same thing over and over again which is time consuming and proving pointless.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 flight for August 29, 2023, at a price of $305.75. The flight was scheduled for September 5, 2023. On that day, at 20:30, I was inside the airport, waiting to ask someone to assist me with manual check-in so I could have peace of mind, even though I had already completed my online check-in. However, there was nobody available at 20:30, indicating they had left well before that time. My online check-in encountered an error for my first flight (NY-******) but was approved for my second flight (******-******), even though the information was the same (it was a system error).They did not provide a contact number, and the TAPportugal 24-hour customer service was not functioning. The JFK customer service phone number was also not working. I lodged a complaint via email six hours ago and am waiting for a response. Finally they answered my call, they suggested it was my fault for being late, but I was present at 20:30. I had no baggage; I only needed someone to verify that my information was correct and allow me to board the plane.My **** ESTA, I live in *****, its 9days left to expire. I need to get a refund or a replacement as soon as possible. I purchased the flight through the MyTrip app, and my reservation code is MH59JL. The flight code for TAP Portugal was TP208, and the airline reference is TL4Y23. My e-ticket receipt number is *************.

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Purchased a fully refundable ticket and they continuously act like they dont understand the question when I ask for the refund. The responses I have received when I filed a case with them.1. You didnt ask for a refund 2. Send us proof of purchase. Even though they have all the information due to the confirmation number and ticket info I gave them.3. Sent them ticket receipt. We dont refund date change charges.4. Someone will call you from our US based office. They didnt.5. Sorry, hope you fly with us again.Our family have flown with many airlines some take time to refund or we didnt understand the refund policy and get educated on why no refund. I feel like TAP are pretending to not understand the question/complaint. Every time I speak with someone live, email or messenger it is as if they have no history of what has been discussed before. I believe they are intentionally acting incompetent to cover up some type of scam. Its very odd.they need to be investigated.

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 a flight from ****** to ***** on Jul 2, 2023. I paid $1,326 to include a checked bag to fly over. While my flight arrived on time Aug 9, *********************** transit. I had to wait 2 days for an email from a TAP Portugal agent letting me know my bag would arrive in ************* Aug 14th. I went to pick it up Aug 14th and there were no TAP Portugal Agents there to retrieve my bag. I wasted a lot of my time driving to the airport for no results as there were no agents. I had to go back the next day, Aug 15th, to finally retrieve my lost luggage. I lost 5 days of work as I had my work computer in there as well as a good portion of my wardrobe. I have been in contact with the TAP Portugal Lost Baggage team and they have not been very helpful. I am looking for store credit or refund for this fiasco. This is the lost baggage claim number: OHD LISTP89937.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 is absolutely AWEFUL, we have had a humiliating and degrading experience with them. We are currently at the airport in ****** waiting to get onto a flight to ******. Our flight into ****** was delayed, and only after 2 hours with the help of a Jet Blue representatives (our incoming flight to ****** was via Jet Blue) who literally had to get onto the phone with a *** representatives were we able to get onto a subsequent *** flight. The Jet Blue representative was shocked by how rude and unhelpful the *** people were, although they said this was normal for ***, they are the bottom of the barrel. The *** staff at ****** airport that were here on August 14, 2023 between 6PM and 11APM were downright nasty, stupid and lazy - it is shameful and a huge liability. Fast forward to now, 10PM with 2 young children, and we finally got our *** boarding passes, but the agents literally just said we would have no meals onboard because we were added to the flight so late - and this is 2 adults plus 2 children! It makes absolutely no sense. Of course we'll have to accept this, but now we'll apparently have to watch everybody eat around us. This is so bad. What a JOKE of an airline, and we will make sure this is only the beginning of our telling our story. #NeverFlyTapPortugal. And by the way, we will be posting all of this on ********* as well as making formal complaints in Portugal via the ***** de Reclamacoes and in the US via the BBB - and we will also be sending our story to the local news to see if they pick up on it. We are requesting a full refund for the flight, we have been humiliated, disrespected and made unbelievably uncomfortable by this awful organization.

• Initial Complaint

  Date:08/12/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 sent a link to check in for our flight from ****** to ********* with a layover in ******. When we went to check in, they said "Special Offer: Upgrade your flight to executive class for 231/person". My wife and I thought this was great, so we bought the upgrade.When we received the email for the upgrade, it was only for the second leg of the flight from ****** to Barcelona.We called the airline to refund the upgrade and get back our original economy plus seats, but they said they are unable to change anything. We asked to speak to a supervisor and Neera, the customer service agent, wouldn't transfer us to any supervisor because she said her supervisor was not there.This is a complete bait and switch scam to upgrade get someone excited for a flight upgrade and then to only fulfill it for the shorter part of the flight.