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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2022

      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 cancelled reservation on 24 sept, but the money has not been refunded.

    • Initial Complaint

      Date:11/21/2022

      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 July 22 2022, we filed a request on TAP's web site for a refund on a wifi purchase. We have called and emailed multiple times and have only ever been referred back to the complaints page (https://www.flytap.com/en-pt/support/talk-to-us/complaint.). The status is always "Under analysis".Details are in the attached screen capture. Reference number is 2022-0002189768.

    • Initial Complaint

      Date:11/09/2022

      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 purchased four round trip tickets to from ****** to ****** and ****** leaving on Dec 23rd, 2021. Due to Covid restrictions in ****** we had to cancel the trip on Dec 19th. We contacted *** and we were assured we could get a full refund. We had thought that it might just be a credit or a change in dates, but the agent assured us repeatedly that we would get a full refund. My wife and I both spoke to the agent. The agent canceled the flight putting in for a refund. Fast forward to today, and after receiving a credit of $635.28 (this past January), we have not been able to receive the remaining reimbursement for $5,780.20 that was not credited. We have had many contacts with no success. Recently I even called and was told by the agent he was checking with his colleagues, after coming back about 4 times saying he is still checking, he ended the call while we were on hold, after 28 minutes and sent our call to a survey asking me to rate the customer service. Earlier this year I was told by an agent that I could request a copy of the transcript from the conversation I had with the agent who cancelled our flight. I made that request in one of my multiple claims on the *** website. We have not received the transcript. We were specifically told by the agent that we would receive a full refund. I suspect if we had asked for a a change in flight we would have been able to do that. However, because we were directed by the agent to request a refund that is what we did. It seems completely unfair that they recommend that action, but then retain $5,780.20. Perhaps you have a way to request the transcript from the original cancellation.

    • Initial Complaint

      Date:10/28/2022

      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.
      We booked a flight for two different people confirmation booking code PCWSIA TAP ISSUED 2 tickets in the name of ONE person on both tickets. It took us days to get through to them. Then they said they couldnt correct the error to have the correct names ** it was more than 24 hours and the ticket is no refundable non changeable after 24 hours. We bought two tickets for two different people not two tickets for one person!

    • Initial Complaint

      Date:10/20/2022

      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 6/19/2022 at approximately 11:30pm, I purchased 2 airline tickets from TAP Portugal for flights departing on 8/23/2022. On 6/20/2022 at approximately 10:10pm (less than 24 hours later), I filed a refund request following the refund instructions on the TAP Portugal website. This website clearly states refunds within 24 hours of purchase for flights more than 7 days in the future will receive a full refund. https://www.flytap.com/en-us/manage-booking/refund-policies After my request for refund was approved, I received only a partial refund. After reviewing the booking confirmation, TAP Portugal appears to have charged me $160 per ticket ($320 total) to cancel within 24 hours. I called customer support after the partial refund was returned to my credit card. After waiting on hold for several hours, the support person took my information and submitted the request to provide me a full refund. To date, I have not heard back from TAP Portugal. I disputed the charge with my credit card company but because I was already given a partial refund, they cannot remove the charge. At this point, I am filing complaints to BBB and government agencies as a last resort. This feels very much like a scam being performed by a failing airline!

    • Initial Complaint

      Date:10/19/2022

      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 now placed 4 phone calls to TAP for help with making a booking with my $2300+ in vouchers. All 4 agents have continued to provide me with contradicting information and have been rude and unhelpful during the process. I have 4 vouchers that expire in less than 2 months and I have spent over 2 months trying to use them.I was first told to call and have someone help with the booking. I did that and the person on the other end continued to tell me they don't understand what I was asking. The second person told me I can't use my vouchers until October, which makes no sense, but I waited until October and still couldn't get them to work. The third person told me I have to select a specific airport and after that told me the site isn't working and to try again later. The site worked fine.This last person was by far the worst customer experience I've ever had. He clearly had no idea what he was doing as he kept having to ask another staff member for help. He then told me they looked up my voucher and they work. I made it to the Payment Confirmation page and couldn't proceed because my voucher exceeded the total of purchase. He then continued to tell me he cant help me with the booking because his system doesn't let him. Then he told me I have to remove all my vouchers and pay in full. Then to call back later to have someone apply the voucher codes. I asked him if he could 100% guarantee me the vouchers would refund me the money if I did that. He told me no. So I asked him why I would spend $1700 for a flight when I have $2300 in vouchers to risk not being refunded. All he continued to repeat after that was I can't help you unless you have a booking number. I asked for a manager or supervisor and he said he can't do that. This is inexcusable. If your website doesn't have the functionality to process voucher codes, and neither does your booking staff, then how am I supposed to use the vouchers? This is theft.

    • Initial Complaint

      Date:09/26/2022

      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.
      Our flight was canceled 1 hour after our scheduled flight time after an initial delay.The reason for the cancelation was 'plane issues'. We had two tickets, the one listed above (*************) under ********************************* and ************* listed for ***********************. Along with our flight refund of $2125, we have requested the refund of an additional $2049 for a hotel reservation we had from June ***** that we missed due to the flight being canceled. We were not able to receive a refund for the hotel. Lastly, we are requesting a refund of $540 for a dinner we had put a deposit down for that we were unable to attend (scheduled for June 18th) or be refunded for. I have attached our wire payment for the dinner as well as communication with the restaurant denying our refund. In total: Flight - $2125 Hotel - $2049 (June 18-June20; CANCELED) Dinner Deposit - $540 (June 18; Faz Frio;CANCELED) Total Refund Request: $4714. TAP requests cancelation refunds be submitted by request online by through their "complaint contact form". Our complaint confirmation number is 2022-0001909736. We completed and submitted this 3 months ago and have not received an answer, the status tracker lists our case as "under analysis". I have called customer service several times for a refund answer and they have continued to emphasize there is nothing they can do and ask to continue to wait. We have been told that we will receive a response within ***** days and and as of today it has been 104 days. Please feel free to email or call me directly with questions regarding anything above. Thank you, *********************** ********************* ***************

    • Initial Complaint

      Date:09/16/2022

      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 November 16, 2021, I bought two round-trip tickets to ******, *********** with *** Air Portugal from the travel agency GotoGate for a total amount of $713.89. The departure date was April 29, 2022. I cancelled the flight with GotoGate in March of 2022 because of personal matters that would prevent my spouse to travel outside the country. GotoGate did not want to issue a refund or airline credits for the cancellation per the airline policy. *** on the other hand, after I reached out to them, told me that GotoGate should be able to issue me a full refund or issue credit on their end as the booking was done through them. Per ***, they cannot issue the refund or issue credit as the booking was not made with them. Now I've been going back-and-forth with GotoGate and *** about my refund. On September 16, 2022, GotoGate issued only $149 as a refund. I called GotoGate again to ask to issue an airline credit/voucher that I can use for future travel. They denied my request again. I tried to submit a refund/credit request on the *** website but they cannot locate the ticket number that they issued me. I also cannot sign up to register with the *** miles & go in hopes that I can locate my booking.I need *** or GotoGate to issue me a refund or travel credits for the remainder of $564.69 that I paid for.

    • Initial Complaint

      Date:08/17/2022

      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.
      My luggage is lost and TAP dont give me any information about my luggage, Im calling then and they dont want to help me, people in the airport are very repugnant, please help me to recover my luggage.

    TAP Air Portugal is NOT a BBB Accredited Business.

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