TAP refunds has got to be the worst process at airline I've encountered
Dec 15, 2023, 4:57 pm
#1
Original Poster
Join Date: Nov 1999
Location: if it's Thursday, this must be Belgium
Programs: UA 1K MM
Posts: 6,484
TAP refunds has got to be the worst process at airline I've encountered
I don't know what's going on at TAP, but I came here just to share that this has to be the longest, least competent refund process I've encountered at an airline.
I booked a roundtrip flight from EU to US where the 24 hour refund rule should apply, and I cancelled it well within the 24 hour period. First refund (after submitting information via the very clunky web form) took ~2 weeks to be returned. But incorrect, only the taxes were returned.
Talking to an agent on the phone, he seemed well aware of this kind of error, and asked me to resubmit a complaint with the category "wrong refund", and here it is approx. 3 weeks later still no action on it.
How can something be this broken?
I booked a roundtrip flight from EU to US where the 24 hour refund rule should apply, and I cancelled it well within the 24 hour period. First refund (after submitting information via the very clunky web form) took ~2 weeks to be returned. But incorrect, only the taxes were returned.
Talking to an agent on the phone, he seemed well aware of this kind of error, and asked me to resubmit a complaint with the category "wrong refund", and here it is approx. 3 weeks later still no action on it.
How can something be this broken?
Dec 16, 2023, 9:14 am
#3
Join Date: Dec 2012
Location: UK
Programs: BAEC Silver, VS Red, HH Gold, IHG Gold, Marriott Gold, SPG Basic, Alitalia Status Match
Posts: 1,173
TAP once cancelled a flight I'd booked and had the cheek to refund less than I'd paid. I did a chargeback through my credit card and they paid the difference immediately without question. I suspect they are aware of TAP's refund games.
Dec 16, 2023, 11:43 am
#4
Original Poster
Join Date: Nov 1999
Location: if it's Thursday, this must be Belgium
Programs: UA 1K MM
Posts: 6,484
I'm willing to give them a little more time to follow some proper procedure and to not have to invoke a CC chargeback, but they're making it difficult.
I just received an email followup:
Are you kidding me. Asking me to send this over email. And I paid with a credit card.
I just received an email followup:
"Dear <TA>,
Thank you for contacting TAP Air Portugal.
We apologize for the inconvenience experienced in trying to contact TAP Air Portugal.
Kindly help us with the following information so that we can process the refund:
Account Holder Name
Name of Bank
Bank Country
Routing Number
Account number
Address
City
Local Zip Code
State
We are looking forward to hearing from you.
Thank you for your loyalty to us. "
Thank you for contacting TAP Air Portugal.
We apologize for the inconvenience experienced in trying to contact TAP Air Portugal.
Kindly help us with the following information so that we can process the refund:
Account Holder Name
Name of Bank
Bank Country
Routing Number
Account number
Address
City
Local Zip Code
State
We are looking forward to hearing from you.
Thank you for your loyalty to us. "
Dec 18, 2023, 1:00 pm
#5
Join Date: May 2015
Location: RBA / TBS
Programs: AF Gold / Accor Gold / Hilton Diamond / TP Silver / A3 Gold
Posts: 2,750
TAP plays stupid and slow to avoid giving money , as others said , connect with your credit card issuer or bank if issue doesnt get resolve after some time
Provide them whatever needed but if tap dont send money back then escalate it
Next time book your TP flight last minute or few days before departure , otherwise avoid them cause its regular TAP behaviour
They are cheap on TATL routes between US and Europe for a reason , and you got trapped into it
They will only act normally if US DoT fine them
Provide them whatever needed but if tap dont send money back then escalate it
Next time book your TP flight last minute or few days before departure , otherwise avoid them cause its regular TAP behaviour
They are cheap on TATL routes between US and Europe for a reason , and you got trapped into it
They will only act normally if US DoT fine them
Jan 16, 2024, 8:01 am
#6
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
Posts: 2,220
TAP is still reviewing my refund request - made 3 hours after I made the booking last week. Today I contacted my CC bank in Canada and requested a charge back. The bank did say the refund could take up to 15 days to appear on the CC statement.
Jan 16, 2024, 10:01 am
#8
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
Posts: 2,220
Smells like TAP has BIG money problems. 🙄😢
Jan 16, 2024, 10:29 am
#9
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,588
For tickets to or from the U.S., if you are entitled to a full refund, file a DOT complaint as soon as TAP refunds anything less than what you paid.
More information about filing a DOT complaint here:
https://www.transportation.gov/airco...umer-complaint
("File a Consumer Complaint")
More information about filing a DOT complaint here:
https://www.transportation.gov/airco...umer-complaint
("File a Consumer Complaint")
Jan 16, 2024, 12:16 pm
#10
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
Posts: 2,220
For tickets to or from the U.S., if you are entitled to a full refund, file a DOT complaint as soon as TAP refunds anything less than what you paid.
More information about filing a DOT complaint here:
https://www.transportation.gov/airco...umer-complaint
("File a Consumer Complaint")
More information about filing a DOT complaint here:
https://www.transportation.gov/airco...umer-complaint
("File a Consumer Complaint")
Jan 17, 2024, 1:04 am
#12
Join Date: Sep 2020
Posts: 292
I expect TP to object to the chargeback. They themselves are contesting clear claims in court and invoking force majeure in the event of a sick crew or technical defect. There is simply a mentality of lying, which is successful in Portugal, see the politics there. Fortunately, in other countries they fall flat on their faces. The math is also very easy: a simple clerk normally earns less than 1000 USD per month. If he rejects two cases a day, it's already a profit. Even in Portugal, productivity will be higher than that.
Jan 17, 2024, 2:43 am
#13
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
Posts: 2,220
I expect TP to object to the chargeback. They themselves are contesting clear claims in court and invoking force majeure in the event of a sick crew or technical defect. There is simply a mentality of lying, which is successful in Portugal, see the politics there. Fortunately, in other countries they fall flat on their faces. The math is also very easy: a simple clerk normally earns less than 1000 USD per month. If he rejects two cases a day, it's already a profit. Even in Portugal, productivity will be higher than that.
Jan 17, 2024, 10:20 am
#14
Join Date: Aug 2013
Posts: 1,710
Jan 19, 2024, 4:25 am
#15
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
Posts: 2,220
Today I checked on TAP regarding the status of my refund application. The TAP website stated that the request for refund had been approved and to check with my bank regardjng the refund deposit into my account.
My, my. It would have been easier if TAP had just allowed me to upgrade the return leg of my LIS - MAN trip to Business class. But, they would not allow that upgrade - not even for cash. 🙄
My, my. It would have been easier if TAP had just allowed me to upgrade the return leg of my LIS - MAN trip to Business class. But, they would not allow that upgrade - not even for cash. 🙄