TAP drops customers – The Portugal News
Due to the current Covid-19 pandemic, the airline TAP Air Portugal has canceled thousands of flights since March, causing many customers to find themselves stranded in foreign countries, have seen their vacation plans s ‘collapsed or even lost their luggage for several months.
Many customers have reported having difficulty in contacting TAP Air Portugal in order to obtain reimbursement for their canceled flights, or even simply to recover their personal effects. Some of these clients have been in contact with The Portugal News. “I have been in Brazil for ten weeks, when I have to return to London on March 31,” explains Jonathan Schroder, a client who had to contact the Portuguese Air Authority “after more than seven weeks of unsuccessful contacts. with the TAP Air Portugal customer contact center and reimbursement team.
“Fortunately, I have a place to stay and, at the moment, it is not possible to take the plane back from (…) where I am now. However, this is irrelevant. TAP should have provided a refund or voucher weeks ago and refuses to do so. Not just for me, but for hundreds of other customers, ”adds Jonathan Schroder, who observed that he was not the only one battling him after visiting TAP Air Portugal’s Twitter page and a Facebook group called “TAP Air Portugal – UNSATISFIED CUSTOMERS”.
José Arocho found himself in a similar situation, when on March 17 he, his wife and their children were stranded in Spain. “We had to commit more than $ 520 [€462.38] on a last minute one-way rental car, drive over 5 hours and cross the border to Portugal so we can get home here in the US because TAP canceled our flight and didn’t notify us. ”
After three months, numerous phone calls, emails and wasted effort to get in touch with the airline, José and his family are still waiting for a refund. “When they answer, they just ask for our ticket numbers and the flight information that I have already provided them several times. After giving them the information again, I have no more news from them.
“In addition, they removed all records of our canceled flight from their website. Therefore, when I log in, it says that we have not taken any flights in the past 12 months. Fortunately, I have the screenshots I took before they deleted this information, “says Jose Arocho, calling his experience with TAP a” hardship “and a” nightmare “.
Margot Jill Wright and her family booked their very first family trip to Europe and chose Portugal because of its “beautiful scenery, great food and the opportunity to relax after a very difficult few years”. In August 2018, Margot lost her 27 year old son and used the money she had left to book a trip “to celebrate and have time together to refresh and remember our son in a happy way”.
As the pandemic began to unfold, it became apparent that the family trip, booked with TAP Air Portugal, was going to be canceled. “Fortunately, I had put our travel plans in a CheckMyTrip app – that’s how I got a notification that the flights were canceled. “
Since early May, Margot has contacted TAP via Twitter and Facebook, “responses were vague, directed me to a page to request a refund which turns out to be a voucher, told me to contact my travel agent, and lately that my information has been routed to the “right department” … but there will be a delay due to the high volume of processing. I feel like I’m no closer to getting my money, close to $ 6,000 [€5.339,52], back that I was almost six weeks ago.
The experience with TAP Air Portugal made Margot and her family “hesitant to consider a future visit to Portugal”, calling it “disappointing and disheartening”. Although TAP was past the refund period, on June 20, 7 weeks after the cancellation, Margot was refunded.
Another dissatisfied customer is Madison Olson, who flew with TAP to Paris from Miami on March 16, but upon arrival she was told that TAP had misplaced her luggage. “I immediately filed a complaint and they said they would deliver it to my address in the south of France in a few days,” says Madison.
But his efforts to get in touch with the airline were also unsuccessful and after calling every day, sending emails, facebook messages and instagram posts for more than three months, his luggage still hadn’t come to him. rendered. “I spent the whole of my forties with a minimum of clothes because nothing was open. Also, I can’t file taxes or complete other paperwork because it’s all in the bag. They don’t answer the phone or blatantly hang up on me. The last person I was able to talk to told me that it hadn’t been their problem for so long. “
Michael Mazzaschi, who also contacted The Portugal News, had experienced a situation similar to many others, when his TAP Air Portugal flights were canceled and instead of a refund, only a voucher was offered. . After two months however, he received a refund and then decided to help other people who found themselves in the same situation.
“We wrote how to do it in an article [https://www.apathtolunch.com/2020/05/get-refund-for-cancelled-flight-ticket.html] on our website because we have learned a lot. I kept the article generic in order to help as many people as possible, but the enemy throughout is TAP, ”Michael said in an email.
Portugal News has contacted TAP Air Portugal for comment but has not received a response.