Cancelling and getting a refund from TAP
May 7, 2020, 9:44 am
#256
Join Date: Apr 2016
Posts: 706
One more update (hopefully the last!) - Amex inquiry appears to have been closed and resolved in my favor, and they say my account will be credited on the next statement. The wording of the letter I got implies that TAP might have never responded to their inquiry; it says Amex may consider their response at a later date, but it also says I can consider the resolution final if I don't hear anything more by 5/21.
Has anyone else had successful chargeback DP's?
Last edited by Soccerjoshj07; May 7, 2020 at 9:53 am
May 7, 2020, 9:57 am
#257
Join Date: Apr 2016
Posts: 706
It looks like I did eventually get a reply to (one) of my threads. I mentioned that I would be filing a chargeback if I didn't get a response (didn't mention that I already did). I had also submitted separate DoT complaints since my flights were on separate itineraries which may have complicated the matter. The DoT only forwarded one of my complaints that I can see, at least.
Their response:
Their response:
In your original complaint you only mentioned 2 refunds IDs and the departure flight. As you seem to have two separate itineraries, you would have had to mention to us both. There is no way for this department that does not deal with reservations to know you have multiple bookings.
If you have disputed the charge for the outbound tickets with your credit card company, you will need to contact your credit card company for further assistance. Once a credit card dispute has been initiated the tickets are not available for refund and can only be released upon the settlement of the dispute.
If you have disputed the charge for the outbound tickets with your credit card company, you will need to contact your credit card company for further assistance. Once a credit card dispute has been initiated the tickets are not available for refund and can only be released upon the settlement of the dispute.
Nice, I was finally able to get the other leg of the trip that touched US soil refunded after several emails back and forth to [email protected]. I originally submitted them as 2 DoT complaints b/c they were separate itineraries. DoT forwarded one of my complaints but not the other. TAP refunded that one. They issued me a voucher for the other one. After emailing back and forth and them asking for the voucher ID's, they forwarded my request to the refund department to be issued a refund.
May 7, 2020, 10:16 am
#258
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Given that EU law applies to pretty much all TAP tickets (not even sure that its routes have any exceptions) or US law or both, there should not be an instance where one can't get a ticket refunded if TAP is the operating carrier of a cancelled segment.
May 7, 2020, 11:07 am
#259
Join Date: Oct 2004
Location: WRO, AQP
Programs: LatamPass Gold, SAS EBB, M&M
Posts: 674
Nice, I was finally able to get the other leg of the trip that touched US soil refunded after several emails back and forth to [email protected]. I originally submitted them as 2 DoT complaints b/c they were separate itineraries. DoT forwarded one of my complaints but not the other. TAP refunded that one. They issued me a voucher for the other one. After emailing back and forth and them asking for the voucher ID's, they forwarded my request to the refund department to be issued a refund.
May 7, 2020, 11:21 am
#260
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
You are correct that EU law SHOULD protect consumers in these circumstances. However, airlines are blatantly ignoring EU law outright. Sadly, it is not the case currently that a refund will necessarily be issued. In fact, in most all cases it is being refused.
In Europe, local governments have given support to offering vouchers while the European Commission has repeatedly insisted that that is inconsistent with EU law. chargebacks are nearly impossible to request as many banks and issuers are refusing to open them against airlines. And unlike the DOT which has enforcement powers, the European Commission delegates those powers to individual countries (which are not keen on enforcing EU law in these circumstances).
If a traveler is located in North America (Canada seems to be following the DOT's line as well), he/she can dispute and request a chargeback. That is largely not possible in Europe. We are up a creek with no paddle here.
May 7, 2020, 12:11 pm
#261
Join Date: Apr 2016
Posts: 706
From when they said they were sending to when I received it? About 14 days.
I will note that I also had a chargeback open with Barclaycardus on that one. The refund was backdated to the original purchase date. I don't know if it was the chargeback or the TAP refund that did it, but TAP claimed that the refund was already paid when I had asked them about it at the 10 day mark. A refund that TAP did to my Amex was not backdated. It could just be a difference of Amex and Barclay though.
I will note that I also had a chargeback open with Barclaycardus on that one. The refund was backdated to the original purchase date. I don't know if it was the chargeback or the TAP refund that did it, but TAP claimed that the refund was already paid when I had asked them about it at the 10 day mark. A refund that TAP did to my Amex was not backdated. It could just be a difference of Amex and Barclay though.
May 8, 2020, 4:26 pm
#263
Join Date: Apr 2016
Posts: 706
From when they said they were sending to when I received it? About 14 days.
I will note that I also had a chargeback open with Barclaycardus on that one. The refund was backdated to the original purchase date. I don't know if it was the chargeback or the TAP refund that did it, but TAP claimed that the refund was already paid when I had asked them about it at the 10 day mark. A refund that TAP did to my Amex was not backdated. It could just be a difference of Amex and Barclay though.
I will note that I also had a chargeback open with Barclaycardus on that one. The refund was backdated to the original purchase date. I don't know if it was the chargeback or the TAP refund that did it, but TAP claimed that the refund was already paid when I had asked them about it at the 10 day mark. A refund that TAP did to my Amex was not backdated. It could just be a difference of Amex and Barclay though.
May 9, 2020, 3:42 pm
#264
Join Date: May 2020
Posts: 1
Bit new to this thread so I haven't backread the entire thing, but I'm not sure someone like me, who has bought Tap Air tix from IAD > LIS> AMS on May 27 (coming back from Madrid to Lisbon to IAD June 7) with credit card REWARD PTS (Citi). I've called Citi and they are just saying they defer to whatever Tap Air says, which is a voucher. And I am also a bit afraid about the voucher since on the Tap Air website, it says their policy goes to May 11. Is that tickets booked up until May 11? Or...
May 9, 2020, 4:45 pm
#265
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
Bit new to this thread so I haven't backread the entire thing, but I'm not sure someone like me, who has bought Tap Air tix from IAD > LIS> AMS on May 27 (coming back from Madrid to Lisbon to IAD June 7) with credit card REWARD PTS (Citi). I've called Citi and they are just saying they defer to whatever Tap Air says, which is a voucher. And I am also a bit afraid about the voucher since on the Tap Air website, it says their policy goes to May 11. Is that tickets booked up until May 11? Or...
But since you are in the US I would say you have two options.
1) You try to resolve your matter with TAP. Like most European airlines they are pushing back on refunds, instead issuing vouchers. So most likely TAP is going to issue you a voucher.
2) If you don't want a voucher but a "refund"....even if TAP agreed, it wouldn't go to you- it would go to Citi. You didn't pay cash, Citi paid the cash. You paid points.
If Citi is refusing to dispute this then my sense is you're stuck with a voucher. But others may have different thoughts.
May 10, 2020, 5:46 am
#266
Join Date: Dec 2009
Location: YYZ
Programs: Star Alliance
Posts: 123
My reservation with TAP has been cancelled. I called 1-800-221-7370 several times at different times of the day, and kept getting the message "this service is closed until 8 am". Is there another number to call from Canada to get a refund? Thanks for your help.
May 10, 2020, 5:22 pm
#267
FlyerTalk Evangelist
Join Date: Oct 2001
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I would call the number in Greece long distance. I called the Canadian number and got through easily about 2 weeks ago.
Last edited by djjaguar64; May 10, 2020 at 7:21 pm
May 10, 2020, 6:24 pm
#268
Join Date: Dec 2009
Location: YYZ
Programs: Star Alliance
Posts: 123
I tried the number again later today, and stayed on the line for Portuguese. After randomly pressing a few numbers I heard music, and knew I was in the queue. I talked to the agent in English. After giving her my ticket number, I was told no refunds, only voucher as per their web site. I am going to initiate chargeback.
May 10, 2020, 7:24 pm
#269
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Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 14,132
I tried the number again later today, and stayed on the line for Portuguese. After randomly pressing a few numbers I heard music, and knew I was in the queue. I talked to the agent in English. After giving her my ticket number, I was told no refunds, only voucher as per their web site. I am going to initiate chargeback.
May 11, 2020, 8:10 am
#270
Join Date: Jan 2009
Posts: 21
@conglomerate. I used the US toll free number. (1.800.903.7914). Hit 6 and again 6. This was suggested by another user upthread. I waited under 10 minutes and I asked for a refund to my credit card. I had no trouble with them on this. They gave me a confirmation number. I will see if it is true in 10 days.