Cancelling and getting a refund from TAP
Jun 18, 2020, 5:21 pm
#391
Join Date: Jun 2020
Posts: 7
Hey guys! I have joined this for some help regarding what to do.
Firstly for anyone trying to get a hold of Tap Air, it seems they answer on their facebook and Twitter pages. Write a DM to them and then comment on a bunch of their posts that you are waiting for a reply.
My situation is that they cancelled our flights in April, and I asked for a cash refund. They automatically gave us the dreaded vouchers. I wrote an email, and forgot about it until recently. Decided to file a complaint and then reach out on social media. They reply saying that they cannot give me a cash refund as they have given me a voucher already. A voucher I did not ask for. I wrote back, linking to: https://eur-lex.europa.eu/legal-cont...LEX:32004R0261 (google it as it wouldn't let me post.) the EU law that says that I am entitled to a cash refund. Will update what they reply.
You Americans are lucky that you can dispute the payment with your credit cards. I am Danish, and wrote to my bank who replied they can only help if there was fraud involved. I wrote back asking about the "purchase protection" which Visa has about on their website.
Any other suggestions?
Firstly for anyone trying to get a hold of Tap Air, it seems they answer on their facebook and Twitter pages. Write a DM to them and then comment on a bunch of their posts that you are waiting for a reply.
My situation is that they cancelled our flights in April, and I asked for a cash refund. They automatically gave us the dreaded vouchers. I wrote an email, and forgot about it until recently. Decided to file a complaint and then reach out on social media. They reply saying that they cannot give me a cash refund as they have given me a voucher already. A voucher I did not ask for. I wrote back, linking to: https://eur-lex.europa.eu/legal-cont...LEX:32004R0261 (google it as it wouldn't let me post.) the EU law that says that I am entitled to a cash refund. Will update what they reply.
You Americans are lucky that you can dispute the payment with your credit cards. I am Danish, and wrote to my bank who replied they can only help if there was fraud involved. I wrote back asking about the "purchase protection" which Visa has about on their website.
Any other suggestions?
Last edited by JDiver; Jun 18, 2020 at 5:32 pm Reason: Replaced reference with working link
Jun 18, 2020, 5:31 pm
#392
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Hey guys! I have joined this for some help regarding what to do.
Firstly for anyone trying to get a hold of Tap Air, it seems they answer on their facebook and Twitter pages. Write a DM to them and then comment on a bunch of their posts that you are waiting for a reply.
My situation is that they cancelled our flights in April, and I asked for a cash refund. They automatically gave us the dreaded vouchers. I wrote an email, and forgot about it until recently. Decided to file a complaint and then reach out on social media. They reply saying that they cannot give me a cash refund as they have given me a voucher already. A voucher I did not ask for. I wrote back, linking to: eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32004R0261 (google it as it wouldn't let me post.) the EU law that says that I am entitled to a cash refund. Will update what they reply.
You Americans are lucky that you can dispute the payment with your credit cards. I am Danish, and wrote to my bank who replied they can only help if there was fraud involved. I wrote back asking about the "purchase protection" which Visa has about on their website.
Any other suggestions?
Firstly for anyone trying to get a hold of Tap Air, it seems they answer on their facebook and Twitter pages. Write a DM to them and then comment on a bunch of their posts that you are waiting for a reply.
My situation is that they cancelled our flights in April, and I asked for a cash refund. They automatically gave us the dreaded vouchers. I wrote an email, and forgot about it until recently. Decided to file a complaint and then reach out on social media. They reply saying that they cannot give me a cash refund as they have given me a voucher already. A voucher I did not ask for. I wrote back, linking to: eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32004R0261 (google it as it wouldn't let me post.) the EU law that says that I am entitled to a cash refund. Will update what they reply.
You Americans are lucky that you can dispute the payment with your credit cards. I am Danish, and wrote to my bank who replied they can only help if there was fraud involved. I wrote back asking about the "purchase protection" which Visa has about on their website.
Any other suggestions?
It sounds to me like quoting the EU (EC) No 261/2004 is a very good start. Good luck. Do let us know how this goes.
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Jun 19, 2020, 6:39 am
#393
Join Date: Dec 2001
Location: Washington, DC, USA
Programs: UA-1Kmm, AA-EX Plt mm-, Hilton Diamond,
Posts: 1,093
Hey guys! I have joined this for some help regarding what to do.
Firstly for anyone trying to get a hold of Tap Air, it seems they answer on their facebook and Twitter pages. Write a DM to them and then comment on a bunch of their posts that you are waiting for a reply.
My situation is that they cancelled our flights in April, and I asked for a cash refund. They automatically gave us the dreaded vouchers. I wrote an email, and forgot about it until recently. Decided to file a complaint and then reach out on social media. They reply saying that they cannot give me a cash refund as they have given me a voucher already. A voucher I did not ask for. I wrote back, linking to: https://eur-lex.europa.eu/legal-cont...LEX:32004R0261 (google it as it wouldn't let me post.) the EU law that says that I am entitled to a cash refund. Will update what they reply.
You Americans are lucky that you can dispute the payment with your credit cards. I am Danish, and wrote to my bank who replied they can only help if there was fraud involved. I wrote back asking about the "purchase protection" which Visa has about on their website.
Any other suggestions?
Firstly for anyone trying to get a hold of Tap Air, it seems they answer on their facebook and Twitter pages. Write a DM to them and then comment on a bunch of their posts that you are waiting for a reply.
My situation is that they cancelled our flights in April, and I asked for a cash refund. They automatically gave us the dreaded vouchers. I wrote an email, and forgot about it until recently. Decided to file a complaint and then reach out on social media. They reply saying that they cannot give me a cash refund as they have given me a voucher already. A voucher I did not ask for. I wrote back, linking to: https://eur-lex.europa.eu/legal-cont...LEX:32004R0261 (google it as it wouldn't let me post.) the EU law that says that I am entitled to a cash refund. Will update what they reply.
You Americans are lucky that you can dispute the payment with your credit cards. I am Danish, and wrote to my bank who replied they can only help if there was fraud involved. I wrote back asking about the "purchase protection" which Visa has about on their website.
Any other suggestions?
Jun 19, 2020, 10:50 am
#394
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,811
It has already been established in this forum that TAP will refuse to make refunds. I doubt you will get anywhere with you referring to EU law. TAP doesn't care. Most likely you will have to accept vouchers and cash them in once they expire.
Jun 19, 2020, 12:12 pm
#395
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
ANAC (the Portuguese civi aviation authority, and enforcer of EC261) can be helpful, though it can be slow. The agency has given formal reminders to TAP that the airline is absolutely obliged to give cash refunds.
And the TAP website does (grudgingly) offers cash refunds: If you want the refund to be made in the same way the ticket was paid or via bank transfer, the request must be made through our Contact Center.
I think the ANAC website (including the passenger claim form) is now only in Portuguese. https://www.anac.pt/vPT/Passageiros/...eclamacao.aspx
But you can write to them:
Departamento de Preços e Defesa do Consumidor
ANAC
Rua B, Edifício 4
Aeroporto Humberto Delgado
1749-034
Lisboa
Portugal
Keep it simple.
Flight cancelled byTAP. Requested cash refund. Received voucher from TAP. Appreciate assistance in obtaining cash refund.
Ticket number, itinerary and copies of any email/letters received.
------------------------------
Certainly try TAP again. https://www.flytap.com/en-gb/support...o-us/complaint.
If you don't have email requesting for a cash refund (rather than voucher), give he date/time of the phone conversation (they should be able to find a recording)
If there's a TAP office at your local airport try enlisting their support.
-------------------------------
I don't understand the attitude of your credit card provider. You have a contractual dispute with the merchant.
Jun 19, 2020, 12:31 pm
#396
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
Jun 20, 2020, 8:14 am
#397
Join Date: Jun 2020
Posts: 7
ANAC (the Portuguese civi aviation authority, and enforcer of EC261) can be helpful, though it can be slow. The agency has given formal reminders to TAP that the airline is absolutely obliged to give cash refunds.
And the TAP website does (grudgingly) offers cash refunds: If you want the refund to be made in the same way the ticket was paid or via bank transfer, the request must be made through our
I think the ANAC website (including the passenger claim form) is now only in Portuguese.
But you can write to them:
Departamento de Preços e Defesa do Consumidor
ANAC
Rua B, Edifício 4
Aeroporto Humberto Delgado
1749-034
Lisboa
Portugal
Keep it simple.
Flight cancelled byTAP. Requested cash refund. Received voucher from TAP. Appreciate assistance in obtaining cash refund.
Ticket number, itinerary and copies of any email/letters received.
------------------------------
Certainly try TAP again.
If you don't have email requesting for a cash refund (rather than voucher), give he date/time of the phone conversation (they should be able to find a recording)
If there's a TAP office at your local airport try enlisting their support.
-------------------------------
I don't understand the attitude of your credit card provider. You have a contractual dispute with the merchant.
And the TAP website does (grudgingly) offers cash refunds: If you want the refund to be made in the same way the ticket was paid or via bank transfer, the request must be made through our
I think the ANAC website (including the passenger claim form) is now only in Portuguese.
But you can write to them:
Departamento de Preços e Defesa do Consumidor
ANAC
Rua B, Edifício 4
Aeroporto Humberto Delgado
1749-034
Lisboa
Portugal
Keep it simple.
Flight cancelled byTAP. Requested cash refund. Received voucher from TAP. Appreciate assistance in obtaining cash refund.
Ticket number, itinerary and copies of any email/letters received.
------------------------------
Certainly try TAP again.
If you don't have email requesting for a cash refund (rather than voucher), give he date/time of the phone conversation (they should be able to find a recording)
If there's a TAP office at your local airport try enlisting their support.
-------------------------------
I don't understand the attitude of your credit card provider. You have a contractual dispute with the merchant.
I already wrote to their customer care about getting cash refund, but then they replied saying that they have already issued me a refund through vouchers. This is the same response I received on their Twitter. Have sent a complaint, so will see what they say. I have also pushed my bank and filed a report on the transaction to Tap Air, so will also have to wait to see what they say.
What is totally misleading is that on TAP's website to request for a refund, it only says "refund" it does not say "voucher refund" - so naturally one would assume it is the money you get back.
Thanks a lot for the info on the ANAC. Through google translate, I am able to fill in the form electronically. So will do that too.
Will keep you all updated!
Jun 21, 2020, 9:56 pm
#398
Join Date: Dec 2007
Programs: Hilton Diamond
Posts: 274
Refunds
For those that requested cash refunds were you asked to send copies of your passport to [email protected]? Was told needed it to validate since only US passengers were entitled to cash refunds. Also refund would take 2 months because there are 30 times more refunds being processed. No email confirmation would be issued only given a reference #.
Jun 22, 2020, 2:12 pm
#399
Join Date: Dec 2001
Location: Washington, DC, USA
Programs: UA-1Kmm, AA-EX Plt mm-, Hilton Diamond,
Posts: 1,093
For those that requested cash refunds were you asked to send copies of your passport to [email protected]? Was told needed it to validate since only US passengers were entitled to cash refunds. Also refund would take 2 months because there are 30 times more refunds being processed. No email confirmation would be issued only given a reference #.
Jun 22, 2020, 2:51 pm
#400
Join Date: Dec 2007
Programs: Hilton Diamond
Posts: 274
This sounds like you were told something incorrectly. It's true that if one of the flights in your ticket touches the US that the legal rules say you might be due a cash refund. But you don't need a US passport to qualify for DOT enforcement. The DOT rules on US flights apply to all passengers regardless of citizenship.
Jun 22, 2020, 3:45 pm
#401
Join Date: Mar 2020
Posts: 14
Update on refund via Expedia: agent tried calling them (again) and the new message from TAP says they are not answering any phone calls until July 31st - all requests must go via email. Since this is the third time Expedia sent emails to them i am not sure if i ever get a reply. Filing in DOT complaint.
Jun 22, 2020, 4:11 pm
#402
Join Date: Aug 2013
Posts: 1,710
Yeah TAP seems to think that DOT rules only apply to US citizens (or perhaps thinks DOT won't go to bat for non-US nationals). As for sending your passport I agree you shouldn't have to send it but this being TAP you probably want to choose your poison do you want to fight them more or do you want your cash?
Jun 25, 2020, 12:51 pm
#404
Join Date: Oct 2007
Location: Bay Area
Programs: UA 1K, AA Plat, WN A-list, AS MVP 75K, Hilton Diamond, Marriott Titanium
Posts: 380
Last week they denied a refund on LGW-LIS tickets--offered voucher +20%. Route doesn't even exist anymore. Took that up with my cc company.
Today they agreed to refund OPO-LIS-SFO (second leg doesn't exist) with no hassle. But said 6-8 week waiting period. We'll see how they keep that promise.
Today they agreed to refund OPO-LIS-SFO (second leg doesn't exist) with no hassle. But said 6-8 week waiting period. We'll see how they keep that promise.
Jun 25, 2020, 2:21 pm
#405
Join Date: Sep 2013
Posts: 2,188
Last week they denied a refund on LGW-LIS tickets--offered voucher +20%. Route doesn't even exist anymore. Took that up with my cc company.
Today they agreed to refund OPO-LIS-SFO (second leg doesn't exist) with no hassle. But said 6-8 week waiting period. We'll see how they keep that promise.
Today they agreed to refund OPO-LIS-SFO (second leg doesn't exist) with no hassle. But said 6-8 week waiting period. We'll see how they keep that promise.
Last edited by mmff; Jun 25, 2020 at 2:36 pm Reason: add links