Cancelling and getting a refund from TAP
Mar 17, 2020, 12:29 pm
#46
Join Date: Aug 2013
Posts: 1,710
The airlines are slammed so responses and refunds may be delayed. The TAP site is barely operational at times today. I don't know if you have submitted for a refund or not but my plan is to submit for refund and then see what I get back and then check that against the terms both when I bought the ticket and currently (they are different) and if I don't like what I got take it up with Amex. I'll do the same if I get no refund in about four weeks or so. I have managed to get two cancellation/refunds in today but it has taken multiple tries over several hours to get them to go through when the website is working and they aren't making changes to it.
Mar 18, 2020, 3:50 am
#48
Join Date: Jan 2015
Location: NYC
Programs: BA Silver, UA 1K, DL Platinum
Posts: 696
I had a non refundable flight booked BOS-LIS-NTE. This is now showing as cancelled. I got an email saying changed to depart from EWR,
The Refund request says I’ll get a voucher emailed but given the flights are cancelled do the EU regs mean I am entitled to a refund to original payment? If so I take it I need to call and not use the website?
The Refund request says I’ll get a voucher emailed but given the flights are cancelled do the EU regs mean I am entitled to a refund to original payment? If so I take it I need to call and not use the website?
Mar 18, 2020, 6:21 am
#49
Join Date: Aug 2013
Posts: 1,710
Keep trying it took me several hours of on and off trying to get my four refunds through yesterday. The refunds site was varying degrees of down or extremely slow to respond. They were even seemingly making changes to it over course of yesterday.
Mar 18, 2020, 6:23 am
#50
Join Date: Aug 2013
Posts: 1,710
I had a non refundable flight booked BOS-LIS-NTE. This is now showing as cancelled. I got an email saying changed to depart from EWR,
The Refund request says I’ll get a voucher emailed but given the flights are cancelled do the EU regs mean I am entitled to a refund to original payment? If so I take it I need to call and not use the website?
The Refund request says I’ll get a voucher emailed but given the flights are cancelled do the EU regs mean I am entitled to a refund to original payment? If so I take it I need to call and not use the website?
Mar 18, 2020, 2:03 pm
#51
Join Date: Feb 2015
Posts: 229
Copying and Pasting these useful points:
1. Call your credit company to place a dispute for your booking.
2. Send a complaint to the Portugal Aviation Authority (picture attached)
3. Send an email to the CTA mailto:[email protected].
If enough of us do these measures it should get the ball rolling. Good-luck!
1. Call your credit company to place a dispute for your booking.
2. Send a complaint to the Portugal Aviation Authority (picture attached)
3. Send an email to the CTA mailto:[email protected].
If enough of us do these measures it should get the ball rolling. Good-luck!
Mar 18, 2020, 4:29 pm
#52
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,811
Looks like TP is trying to limit the refunds by mentioning that refunds will only be provided in the form of vouchers, even for flight cancellations made by them.
"What should I do if my flight has been cancelled by TAP? Can I get a refund? How can it be requested?Refund can be requested here. It will be made through a voucher in the amount of the ticket. More information here."
Site: https://www.flytap.com/en-us/support...ng-information
"What should I do if my flight has been cancelled by TAP? Can I get a refund? How can it be requested?Refund can be requested here. It will be made through a voucher in the amount of the ticket. More information here."
Site: https://www.flytap.com/en-us/support...ng-information
Mar 18, 2020, 5:11 pm
#53
Join Date: Aug 2013
Posts: 1,710
Looks like TP is trying to limit the refunds by mentioning that refunds will only be provided in the form of vouchers, even for flight cancellations made by them.
"What should I do if my flight has been cancelled by TAP? Can I get a refund? How can it be requested?Refund can be requested here. It will be made through a voucher in the amount of the ticket. More information here."
Site: https://www.flytap.com/en-us/support...ng-information
"What should I do if my flight has been cancelled by TAP? Can I get a refund? How can it be requested?Refund can be requested here. It will be made through a voucher in the amount of the ticket. More information here."
Site: https://www.flytap.com/en-us/support...ng-information
Mar 19, 2020, 1:26 am
#54
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
But this is TAP, and nothing is going to stop them trying to bamboozle you into accepting vouchers, but don't fall for that. If you do accept the offer it might might be difficult to backtrack.
There's a pretty good chance TAP will sometime soon no longer exist in a form where you might want to use a voucher.
Mar 19, 2020, 1:13 pm
#56
Join Date: Dec 2019
Posts: 103
Your refund has been made. Please contact your bank or credit card issuer to confirm date of payment.
I have not seen the credit on my card yet.
Mar 19, 2020, 3:17 pm
#57
Join Date: Aug 2013
Posts: 1,710
I had a trip to Asia in early March I ended up cancelling in February and so far this is how long I have been waiting for things to show up on CC from various airlines:
Turkish Airlines: 2 days from cancellation.
Cathay Pacific/Asia Miles 3x cancellation all credits showed up in 1-2 weeks.
DrukAir (Bhutan flag carrier): Five weeks and counting. They responded in one day to my refund request via email (only way to reach them) confirming refund in 14 business days so three weeks. After four weeks initiated chargeback with CC company.
Cathay Pacific/Asia Miles 3x cancellation all credits showed up in 1-2 weeks.
DrukAir (Bhutan flag carrier): Five weeks and counting. They responded in one day to my refund request via email (only way to reach them) confirming refund in 14 business days so three weeks. After four weeks initiated chargeback with CC company.
Mar 20, 2020, 3:09 pm
#58
Join Date: Apr 2016
Posts: 705
"Your refund request is being reviewed and will be dealt with within the period of time stated in the Terms and Conditions (chapter on refunds)
Date of Request : 14-03-2020"It looks like it mentions within 7 business days in their general transport conditions document.
Mar 24, 2020, 2:36 pm
#59
Join Date: Sep 2009
Location: BWI BOS IAD FRA DUS
Posts: 136
I received a voucher for one of my flights with a message stating: You have received a TAP Voucher of xxUSD to travel in our Airline According to your option, a voucher has been issued in the amount of your refund, whose reference is RORxx. You can discount this amount on your next trip or use the voucher to purchase a TAP product or service.
QUESTION: Should I be entitled to a refund and not a voucher? This flight ended up canceled by TAP but I had already submitted for a refund a couple days before the flight canceled.
CONDITIONS when I booked the ticket:
Refund Any time - cancellations permitted. Refund the fare paid less the applicable one-way / round trip fare for the sectors already travelled. Charge applies per ticket holder.
Request for refund within 24 hours is subject to a EUR 30,00 fee and the refund will be given in the form of a voucher where the fee will be deducted. The voucher is non-refundable and must be used for the purchase of TAP tickets within one year after its issuance.
For tickets issued in Israel, a fee of USD30.00 or 5% of the value of the total price ot the ticket (whichever is lower) will be applied if a ticket was issued within 14 days and at least 7 working days prior to the beginning of the travel.
For tickets issued in USA, Canada and Brazil no fee will be applied if ticket was issued at least 7 days before the flight departure.
QUESTION: Should I be entitled to a refund and not a voucher? This flight ended up canceled by TAP but I had already submitted for a refund a couple days before the flight canceled.
CONDITIONS when I booked the ticket:
Refund Any time - cancellations permitted. Refund the fare paid less the applicable one-way / round trip fare for the sectors already travelled. Charge applies per ticket holder.
Request for refund within 24 hours is subject to a EUR 30,00 fee and the refund will be given in the form of a voucher where the fee will be deducted. The voucher is non-refundable and must be used for the purchase of TAP tickets within one year after its issuance.
For tickets issued in Israel, a fee of USD30.00 or 5% of the value of the total price ot the ticket (whichever is lower) will be applied if a ticket was issued within 14 days and at least 7 working days prior to the beginning of the travel.
For tickets issued in USA, Canada and Brazil no fee will be applied if ticket was issued at least 7 days before the flight departure.
Mar 24, 2020, 2:42 pm
#60
Join Date: Aug 2013
Posts: 1,710
I received a voucher for one of my flights with a message stating: You have received a TAP Voucher of xxUSD to travel in our Airline According to your option, a voucher has been issued in the amount of your refund, whose reference is RORxx. You can discount this amount on your next trip or use the voucher to purchase a TAP product or service.
QUESTION: Should I be entitled to a refund and not a voucher? This flight ended up canceled by TAP but I had already submitted for a refund a couple days before the flight canceled.
CONDITIONS when I booked the ticket:
Refund Any time - cancellations permitted. Refund the fare paid less the applicable one-way / round trip fare for the sectors already travelled. Charge applies per ticket holder.
Request for refund within 24 hours is subject to a EUR 30,00 fee and the refund will be given in the form of a voucher where the fee will be deducted. The voucher is non-refundable and must be used for the purchase of TAP tickets within one year after its issuance.
For tickets issued in Israel, a fee of USD30.00 or 5% of the value of the total price ot the ticket (whichever is lower) will be applied if a ticket was issued within 14 days and at least 7 working days prior to the beginning of the travel.
For tickets issued in USA, Canada and Brazil no fee will be applied if ticket was issued at least 7 days before the flight departure.
QUESTION: Should I be entitled to a refund and not a voucher? This flight ended up canceled by TAP but I had already submitted for a refund a couple days before the flight canceled.
CONDITIONS when I booked the ticket:
Refund Any time - cancellations permitted. Refund the fare paid less the applicable one-way / round trip fare for the sectors already travelled. Charge applies per ticket holder.
Request for refund within 24 hours is subject to a EUR 30,00 fee and the refund will be given in the form of a voucher where the fee will be deducted. The voucher is non-refundable and must be used for the purchase of TAP tickets within one year after its issuance.
For tickets issued in Israel, a fee of USD30.00 or 5% of the value of the total price ot the ticket (whichever is lower) will be applied if a ticket was issued within 14 days and at least 7 working days prior to the beginning of the travel.
For tickets issued in USA, Canada and Brazil no fee will be applied if ticket was issued at least 7 days before the flight departure.
Edit the terms are confusing because the mention of the voucher is for tickets cancelled within 24 hours. The refund any time doesn't mention a voucher but it is unlikely that policy would be more generous than the 24 hour policy.
Last edited by 36902BRF; Mar 24, 2020 at 2:49 pm