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:06/21/2023

  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 believe TAP Portugal is an organized scam. Our original flight cancelled so we had to leave a day earlier than expected and eat the cost on our lodging on our trip. This is fine, it happens. They contacted us and the employer over the phone said there's nothing we can do other than leave a day early so we agreed. We later found out that had we not agreed, we could've been placed on a different flight that same day.Now there's no evidence of my flight's existence on the app or when I log in. It won't show up at all. I can't check in. I called to check if my flight is still booked and they eventually answered and said yes, but when I asked why it wasn't showing up, they said the app is often broken. As is their website. You can't run an international business with no app and no website.Then they scammed us with an upgrade to business class that is made to look like it applies to the longer leg of the trip, but it's really to the shorter leg. It purposefully lists the upgrade underneath the longer leg and says it's unavailable for the shorter leg. After we confirmed it, within one minute we they sent us the confirmation email and we discovered it's the wrong leg. When we called, they said there's nothing that can be done and they're a "no refunds service." We weren't even trying to cancel the booking, just the upgrade to business class. The man was rude and told us to just go in person to check in. Every other airline allows you to check in online.I went to file a complaint on their site but it requires a ticket number, which I don't have because online it looks as if my reservation doesn't exist! I logged in, I got the app, I tried on their website. It doesn't work anywhere.We don't even care about the cancelled flight anymore. We just want a billing adjustment on the $230 euros we spent for business class that wasn't for the correct flight.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair 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 am filing a complaint about a series of flight issues I recently experienced with TAP Portugal. This complaint is referencing Confirmation Codes 27YH23 and 27XXW8 (ticket numbers #*************, #*************, and #*************). On 6/2/2023, I was flying from ***, ************* to ****, ***** (flight TP204). This flight had a connection in ******, Portugal. The flight from *** to **** was delayed for roughly ************************************************* ****** (1 hour to get off plane and board the next one). Once in ******, there was a long line to get through the customs checkpoint before being able to go to the airport terminal for our connection. There were several airport workers, including TAP employees, who we explained our situation to and asked for help to make it to our next flight. We were repeatedly denied help, and as a result missed our next flight to ****. Once we missed our flight, we went to TAP Portugal's **************** desk to ask for assistance. They first told us that the next flight to **** wasn't for two days so we would need to stay in ******. After us pushing them for a better solution, they booked us a flight to ********, ***** which would connect to ****. We accepted this offer. However, our flight to ******** was delayed from departing for over 1 hour. Consequently, we missed the connecting flight for the second time in the same day. As a result, we never made it to ****. We had to stay in ******** and pay for hotel accommodations even though we had a hotel booked in ****, and train tickets for that same day. I have called TAP several times and submitted a formal complaint but they keep saying I have to "wait". Given our experience with them, I feel like they may never answer. This ordeal cost us over $1,000, including our initial flight, which cost over $1,000 alone, the hotel stay in ******** ($408.60), the train tickets we were not able to use ($246), and the hotel in **** we were not able to stay in ($293.13).

• Initial Complaint

  Date:06/17/2023

  Type:Service or Repair 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.

  Bought tickets to fly to ********* on June 8th on TP224, flight was canceled and rescheduled for June 9th 2023 on TP ****. Flight was again canceled which made me miss my cruise. Twice my flight was canceled at which point I asked to get my refund. We submitted for a refund via a website and it has been denied. Not only my to ticket refund is been denied but also my baggage which I paid for and seat upgrades. This is unacceptable I need to get my money back. This is stealing from the customer, I tried calling and they have no customer service for refunds. It's almost $12000 dollars we lost between flight and cruise. TAP Air has done nothing to make it right they just don't care. Reservation # 3B95IL twice my flight canceled and my kids lost their summer vacation all we are asking is for our money back so we can do something else with out kids.

• Initial Complaint

  Date:06/12/2023

  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 had a return flight on March 20, 2023. (TP 201) The original departure time was 12:15 pm local time. My flight did not leave until ****. I requested a carrier explanation for flight delay (the onboard computer would not work), We had to deplane and wait in the airport for several hours for another plane to become available.All i want is a explanation of carrier delay to give to my trip insurance

• Initial Complaint

  Date:06/10/2023

  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 purchased a one-way ticket with Tap Air Portugal from ***** to ********* for $623.70 on Oct 2022. On May 27, 2023 I checked in my over-sized bag at the *************. I paid an extra $1,000 to upgrade my seat to business class. I had a layover in ****** and as I was boarding, the gate attendant required me to check in my carry-on bag. Around 11:00am on May 28, 2023, the flight landed in ********* and after 2 hours of waiting everyone on the flight was informed our bags were sent back to ****** due to an ongoing strike in *********. I was left without my 2 bags and had to purchase essentials, clothes, and shoes for the remainder of my 2 week trip. As of June 10, 2023, my luggage is still lost and I filed a claim and contacted the airline several times and they are unable to provide an update as to where my luggage is.

• Initial Complaint

  Date:04/27/2023

  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.

  During the ******19 pandemic, TAP Air canceled my flight and promised to book me in another flight. They then booked me in another flight and confirmed it over the phone, however, when I would log in to view / manage my booking on their website, it would show that I am not in any flights. The airline then promised me a full refund several times but never sent back the money. I would now like the airline to either book me on another flight or give me my money back. Their business activities are fraudulent and their lies make their costumer service dismal.

• Initial Complaint

  Date:02/22/2023

  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 am very dissapointed with the the policies created by Tap Portugal Airlines in regards to handling the hardships resulting from the Covid-19 pandemic. I originally booked in November 2019 for a flight in June 2020. Upon the arrival of the pandemic, my flight was canceled for obvious reasons. When cancelling, I was given a timeline of 2 years to be able to use my credit of $1103 for a future flight. I tried to finally rebook this flight again for June 2022 and was told it had to be May 2022 and not any later. If this was due to their 2-year rule, I was still within that parameter. If it was meant to be 2 years since I booked, it would have been November 2021, which is not what they are claiming. These rules feel arbitrary and unneccessary, especially when my seat was likely resold to another customer. I believe it is unethical that the cost of a flight cancellation due to a major world pandemic would fall on an individual customer instead of a multi-million dollar airline company. As a teacher, this is a once-in-a-lifetime trip and I am very dissapointed in Tap Portugal Airlines' lack of care. At this point, I'd like to be compensated for my travel credit and would like to try to book with a different airlines after feeling cheated out of my money by TAP. Please advise as to how airlines could simply keep payment from customers despite not providing a service and being able to resell my seat to another customer.Thank you for your time *******************************

• Initial Complaint

  Date:01/11/2023

  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.

  On Monday, July 18, 2022, I took a Tap Portugal flight TP224 at 4:25 pm from ***** bound for *****, ***** with a stopover in Portugal of 2hrs. The flight was delayed in ***** causing me to miss my connecting flight in Portugal. I arrived at the airport before 7 am, my connecting flight was leaving at 7:15 am, but since they did not prioritize the passengers we had connections with and were about to lose, they did not even let us get off the plane before to get our connecting flights. They didn't care period! They told me that my next flight will be at 9 pm, 14 hrs after!! I was only going to be in Milan for two days, so I begged them to put me on an early flight. Not to mention that no official at the airport in Portugal was friendly or tried to help in any way. I arrived in ***** tired and without luggage. I made the claim right away at the ************* which took me 2 hours. in line. I arrived at the hotel at **** and returned to the airport early in the morning to make the claim directly with TAP, super rude customer service and they did not give me any answer! My trip had different destinations *****, Mykonos, Santorini, and *****. It was my 50th birthday trip of 17 days in Europe without luggage and without any kind of refund from TAP Portugal to buy personal items at least! I spent a lot of extra money on clothes, underwear, shoes, makeup, and all personal items for 17 days. In addition, I paid Easy Jet and ********* for the luggage that was lost. They didn't give me a refund either. They returned my suitcase 11 days after I returned home. I asked them to refund my money for all the extra expenses. I gave them my bank statements with purchases plus separate receipts for purchases made in cash (since it saved me the tax). They kept my case pending for all these months. And right off the bat, they closed the case without any resolution or refund. They made my trip a nightmare waiting to receive the suitcase in any of the countries I was visiting to. They must reimburse me for the money I spent and for the stay in Milan plus a ticket, that's the minimum they must do. Status Completed Date 21/07/2022 Reservation code RR5SBY Flight date 2022-07-19Ticket Number 047-3978342132

• Initial Complaint

  Date:01/10/2023

  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 had a flight schedule for my daughter and I in August. I had to cancel the flight due to a death in the family. I was told i would be reimbursed only the tax for each fo us ($209.97 + ******). I put in a claim and it was approved on 8/23/22. I still have not received the money and when i contact them, I am told to keep checking my credit card but I have given this plenty of time to be resolved. My case number is 2022- ********** THE Reference number for *********************************** is: ROR2183777825401 The Reference number for ********************* is: ROR218377825501

• Initial Complaint

  Date:12/31/2022

  Type:Billing 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.

  TAP refunded our flights to a credit card I no longer had. The credit card company sent the money back to TAP.On 9/14/2022 I called back to TAP and they took new banking information to send the refund to us. They gave me a reference number of #**************.Since September i have called 6 times and each time I am told they are working on my refund. It has now been over 90 days and still no refund.