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How long does it take to receive compensation on TAP cancelled flight

How long does it take to receive compensation on TAP cancelled flight

Old Sep 13, 17, 5:18 am
  #1  
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How long does it take to receive compensation on TAP cancelled flight

Hey guys,

Unfortunately I had my TAP flight cancelled when travelling from TER-LIS on 01/09/2017 and was only able to catch a flight to LIS on the next day.

Accordingly to EU261 regulation I'm entitled to a cash compensation of 400€, and I immediately fulfilled the complaint on TAP website, but 12 days have gone by and I still have not received any compensation or contact from TAP.

Is it usual to take this long?

Take care.
milfweed20 is offline  
Old Sep 13, 17, 8:16 am
  #2  
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Depending on the reason for the cancellation (was it weather?), there may be no automatic right to compensation - only a duty of care to look after you while delayed.
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Old Sep 13, 17, 8:41 am
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Not related to weather or strikes, apparently it was some trouble with the plane that was supposed to fly the route that day.
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Old Sep 13, 17, 8:42 am
  #4  
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Would it be a good idea to use any online service that take care of complains for you by charging a fee or it will take the same amount of time?
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Old Sep 13, 17, 9:08 am
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If you have not even received acknowledgement of receipt of your initial submission, then re-submit it.

It is not unusual for several weeks to pass before they process the claim; however, there should be some form of (automated) acknowledgement of receipt of the claim - which usually indicates an expected timeframe, or whether they are unable to respond as quickly as normal, etc etc.

Last year, I found contacting TAP by Twitter to be fare more efficient than any other means.
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Old Sep 14, 17, 12:08 am
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Originally Posted by milfweed20 View Post
Would it be a good idea to use any online service that take care of complains for you by charging a fee or it will take the same amount of time?
I would just give them some more time, if they haven't responded at all, no point in going to one of the online agencies just yet.
I consider up to 1 month to be "reasonable" timeframe before starting to think something is wrong and trying a different contact method.
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Old Sep 14, 17, 8:38 am
  #7  
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Originally Posted by Ditto View Post
I would just give them some more time, if they haven't responded at all, no point in going to one of the online agencies just yet.
I consider up to 1 month to be "reasonable" timeframe before starting to think something is wrong and trying a different contact method.
There is always twitter
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Old Sep 14, 17, 9:05 am
  #8  
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I'm sorry guys I wasn't clear, I've indeed received an acknowledgement from TAP indicating they've received my complaint and were investigating almost immediately.

I'm just surprised 14 days have passed and haven't heard back from them.
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Old Sep 15, 17, 12:09 am
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You should at least allow 6-8 weeks before getting to this stage...

I had a case with a different airline this summer. From posting the claim (which was straightforward and uncontested) until being advised they would pay took 22 days. Getting the money into my account took a further 15 days. I had expected things to drag on far longer.
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Old Sep 17, 17, 5:47 pm
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Did Hell Freeze over Yet?
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