I fly with TAP from time to time and almost 80% of the time something goes wrong. But what I notice most is that it seems to me that people want to do the right thing, but it is the business and its culture that prevents them from serving the customer.

3 examples

1°) delayed luggage

Flight LIS-OPO-ORY. The suitcase is not loaded in Lisbon and I fill in a complaint form.
The next day I see with my Airtag that it arrived in Paris... then I leave the airport. No news from the airline, I call the number they gave me (their handler) and they tell me that the suitcase is in Lisbon whereas I see the opposite.
In the end it turns out that it did arrive in Paris but that it was stolen before the handler got it back.
The handler tells me that there is no point in me giving a description of the contents as it is no longer at the airport anyway. And as I didn't give the description TAP tells me that they couldn't find it and refuses to compensate me.

In the meantime it has been impossible to speak to anyone from the airline.

2°) Flight cancelled.

LIS-ORY cancelled. Impossible to rebook me online. I call the customer service, I wait 30 minutes and they tell me that I have to cancel my check-in to do it. Moreover the agent doesn't see that the flight is cancelled (even though it's visible on the TAP website) because "they don't have the updated data".
Impossible to cancel the check-in, I call the Customer Service again. 1 hour on the line and in the end they manage to cancel my check in and rebook me on another flight.
When I received my new ticket I noticed that they had rebooked me on the wrong day. I call again. I was told that since I was rebooked once, there was nothing they could do and that I had to talk to the headquarter. They redirect my call, after an hour of waiting I haven't spoken to anyone and the call is disconnected.

More than 3 hours on the phone to talk to humans less than 15 minutes (longer than the flight time) and in the end nothing is resolved.

Btw fortunately tripit notified me of the cancellation as I did not receive any email from TAP!

3°) Refund for cancelled flight.

This is not me but a friend. He cancels a flight and asks for a voucher. The voucher issued does not correspond to what is defined by the terms and conditions and when he tries to use it he gets an error message saying that the voucher is invalid.

All this in just a few months.

You who are used to travelling with them, is this a usual quality of service for them or are we just unlucky?