I've had to cancel airline tickets with airlines only rarely, and (touch wood) it's always gone in a straightforward way. A bit of a wait, but I finally got back broadly what I expected. That was with Thai and Qatar.
I tackled through the jargon rules in portuguese attached to my TP ticket and expected to pay EUR115 penalty, getting the rest of the ticket price back. I spoke to an agent, she confirmed what i thought, but said here'd be a further chunk to pay if i cancelled by phone, but not if i did it online: fair enough.
THEN she said there'd be an extra lump of the YQ and some other element not refunded. She had no idea how much: somewhere between 0% and 100%. Helpful
But she assured me the refund department would know. Sadly i could only contact them by email. She gave me the address. No reply after two weeks. But this is TAP.
So back on the phone again. This time the nerw agent thinks the penalty is in each direction, so 2 x EUR115. Plus the unknown extras. Suggests I email the refunds department again.
Yes, it's TAP, so expectations for customer service are as low as can be. But is this any way to run a commercial organisation?
Has anyone any experience of the process ?