TAP and coronavirus - policy?
Mar 20, 2020, 1:42 pm
#46
Join Date: Feb 2017
Posts: 38
Hi. I'm wondering if anyone has had success getting a cash refund from TAP. I am most interested in people with bookings in J class with a cancellation fee -- whether that fee was waived when the flight is still scheduled to operate. And also if anyone has tips on actually being able to interact with a person at TAP.
Mar 20, 2020, 11:59 pm
#47
Join Date: Mar 2001
Location: Philadelphia, PA
Posts: 376
My experience requesting a refund from TAP today -
I have been checking the status of my booking (LIS-EWR on 4APR) daily, as I wanted it to be cancelled prior to taking any action. Today (20MAR) I checked my reservation on flytap.com and it had updated to "Flight is cancelled" so I used the refund link. Both my ticket and the document for the seat fee retrieved without issue, however the only refund option was for a voucher. I rang TAP at 11pm NYC time to request a refund to my original form of payment. Recording said estimated wait time was 6 minutes....and 40 minutes later I was connected with an agent who insisted repeatedly that TAP is issuing me a refund - in the form of a voucher. I stated that a voucher is not a refund which the agent disputed. I explained that EU261/2004 (including the reiteration issued by the EC on 18MAR) requires the carrier to refund the cost of my ticket however she stated that TAP is only issuing vouchers now because the coronavirus pandemic is a special circumstance. She was very sales-like during the call, seemed to have a lot of practice reciting the policy and touting that the voucher could be redeemed until March 2021 for travel thru Feb 2022. I refused the offer and stated I didn't want to take any action on my reservation at this time.
I'll initiate a chargeback with my credit card tomorrow, as it seems like the only hope to get my money back.I will also report to the contacts GarudaSoars mentioned.
My outbound travel is on Azores Airlines with a stopover in Ponta Delgada. I have low expectations for a resolution with them as well, but haven't brought myself to phone them yet as it requires an international call to the Azores (no US call center nor ability to manage the booking on their website) and as they have shuttered their entire operation as of yesterday I'm sure their call center is overwhelmed at the moment.
I have been checking the status of my booking (LIS-EWR on 4APR) daily, as I wanted it to be cancelled prior to taking any action. Today (20MAR) I checked my reservation on flytap.com and it had updated to "Flight is cancelled" so I used the refund link. Both my ticket and the document for the seat fee retrieved without issue, however the only refund option was for a voucher. I rang TAP at 11pm NYC time to request a refund to my original form of payment. Recording said estimated wait time was 6 minutes....and 40 minutes later I was connected with an agent who insisted repeatedly that TAP is issuing me a refund - in the form of a voucher. I stated that a voucher is not a refund which the agent disputed. I explained that EU261/2004 (including the reiteration issued by the EC on 18MAR) requires the carrier to refund the cost of my ticket however she stated that TAP is only issuing vouchers now because the coronavirus pandemic is a special circumstance. She was very sales-like during the call, seemed to have a lot of practice reciting the policy and touting that the voucher could be redeemed until March 2021 for travel thru Feb 2022. I refused the offer and stated I didn't want to take any action on my reservation at this time.
I'll initiate a chargeback with my credit card tomorrow, as it seems like the only hope to get my money back.I will also report to the contacts GarudaSoars mentioned.
My outbound travel is on Azores Airlines with a stopover in Ponta Delgada. I have low expectations for a resolution with them as well, but haven't brought myself to phone them yet as it requires an international call to the Azores (no US call center nor ability to manage the booking on their website) and as they have shuttered their entire operation as of yesterday I'm sure their call center is overwhelmed at the moment.
Last edited by PHLFlyer; Mar 21, 2020 at 12:22 am
Mar 21, 2020, 8:52 am
#48
Join Date: Aug 2013
Posts: 1,710
Hi. I'm wondering if anyone has had success getting a cash refund from TAP. I am most interested in people with bookings in J class with a cancellation fee -- whether that fee was waived when the flight is still scheduled to operate. And also if anyone has tips on actually being able to interact with a person at TAP.
Mar 21, 2020, 2:08 pm
#50
Join Date: Feb 2015
Posts: 229
Please update us on chargeback experience once done.
Mar 21, 2020, 2:32 pm
#51
Join Date: Feb 2017
Posts: 38
@36902BRF. So my flight did get cancelled. I was like you thinking of just paying the fee and getting the rest of my money back but now that the flight is canceled, the only option offered online is a voucher. I guess now I'll have to do a chargeback. The fare was refundable so I hope Chase doesn't give me a hard time about it.
Mar 21, 2020, 3:03 pm
#52
Join Date: Aug 2013
Posts: 1,710
@36902BRF. So my flight did get cancelled. I was like you thinking of just paying the fee and getting the rest of my money back but now that the flight is canceled, the only option offered online is a voucher. I guess now I'll have to do a chargeback. The fare was refundable so I hope Chase doesn't give me a hard time about it.
Mar 21, 2020, 8:05 pm
#53
Join Date: Apr 2016
Posts: 706
Ugh. At one point when I was getting my four refunds a voucher was the only option. I didn't go for it and about an hour later after the refunds website went completely down the option returned when it came back up. I think they were trying to make it non-optional but it wasn't working so they reverted to the old site for awhile with the option. BA is doing something similar and "hiding" the cash refund option. You can get around the BA option by turning off Javascript in your browser. If you haven't already and you can still do it, make a screen capture of the terms of the ticket. Chase may ask for that and having your own copy will strengthen your case. Good luck.
Mar 22, 2020, 7:47 am
#54
Join Date: Aug 2013
Posts: 1,710
The cancellation and refund terms. Your CC company may ask for this and even if they don't it strengthens your argument. When I filed a chargeback against an Asian airline for a cancellation in February that hadn't been credited four weeks later the CC company asked for a copy of their refund policy. Which I had and showed I was due a refund per their normal terms never mind their COVID ones.
Edit: And to perhaps state the obvious this is only useful if the underlying conditions of the ticket allow for a cash refund. If you are trying to get a refund on a non-refundable ticket you'll need to take another angle.
Edit: And to perhaps state the obvious this is only useful if the underlying conditions of the ticket allow for a cash refund. If you are trying to get a refund on a non-refundable ticket you'll need to take another angle.
Last edited by 36902BRF; Mar 22, 2020 at 8:19 am
Mar 22, 2020, 11:52 am
#55
Join Date: Jun 2004
Programs: AA Marriott Hyatt
Posts: 82
Has anybody actually received a credit on their credit card statement back for a refundable ticket? I booked 6 business class seats returning from Porto to Chicago on May 10 and cancelled them early in the week but have not received a credit. I was told yesterday that only vouchers are being issued even if the ticket is refundable and that to obtain a cash refund minus the penalty fee, I would have to wait until May 1.
Mar 22, 2020, 11:55 am
#56
Join Date: Apr 2016
Posts: 706
The cancellation and refund terms. Your CC company may ask for this and even if they don't it strengthens your argument. When I filed a chargeback against an Asian airline for a cancellation in February that hadn't been credited four weeks later the CC company asked for a copy of their refund policy. Which I had and showed I was due a refund per their normal terms never mind their COVID ones.
Edit: And to perhaps state the obvious this is only useful if the underlying conditions of the ticket allow for a cash refund. If you are trying to get a refund on a non-refundable ticket you'll need to take another angle.
Edit: And to perhaps state the obvious this is only useful if the underlying conditions of the ticket allow for a cash refund. If you are trying to get a refund on a non-refundable ticket you'll need to take another angle.
Mar 22, 2020, 12:01 pm
#57
Join Date: Aug 2013
Posts: 1,710
Has anybody actually received a credit on their credit card statement back for a refundable ticket? I booked 6 business class seats returning from Porto to Chicago on May 10 and cancelled them early in the week but have not received a credit. I was told yesterday that only vouchers are being issued even if the ticket is refundable and that to obtain a cash refund minus the penalty fee, I would have to wait until May 1.
Mar 22, 2020, 12:02 pm
#58
Join Date: Aug 2013
Posts: 1,710
Does anyone have the refund terms for Tap Air? They have the a link to their terms of carriage on their website (https://www.flytap.com/en-us/transpo...&accordionid=1) but it appears to be updated March 20 and has some “Force Majeure” language.
Mar 23, 2020, 2:11 am
#59
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,182
The procedure & policy published by TP last week:
procedures for TAP Air Portugal (047) tickets valid from March 19, 2020.
Before re-issuing tickets, please update the information and procedure on the website www.tapagents.com
Procedure 1.
- For all routes served by TAP Air Portugal,
- For all flights, with the original departure date until April 30, 2020,
- For all tickets issued before April 19, 2020:
The possibility of one free rebooking - no fines, but a surcharge on the tariff and fees;
- on any date provided that the ticket is reissued no later than 24 hours before the original departure date
Ability to cancel a reservation by leaving the ticket open (“Open” status);
New reservation and re-issuance of the ticket must be made before June 1, 2020;
The new travel date is until December 31, 2020 or during the validity period of the ticket, whichever comes first;
Alternatively, it is possible to get the full price of a ticket for a voucher, which must be requested by reference ;
A voucher can be used for any TAP flight. The voucher will be valid for 1 year from the date of registration.
Endorsements: CV19TP
This code must be entered in the Endorsement box of the new ticket.
We recommend inserting remarks to keep PNR active.
Examples
Amadeus:
Example of entering remarks: RU1AHK1LIS31DEC / KEEP BOOKING ALIVE COVID
Mapping to PNR: MIS 1A HK1 LIS 31DEC-KEEP RESERVATION ALIVE COVID
Saber:
Example for entering remarks: 0 OTH YY GK1 LIS 31DEC
Display in PNR: 1 OTH YY 31DEC W GK1 LIS
Galileo
Example of entering remarks: RD.T / 31DEC * RD.T / 31DEC * KEEP BOOKING ALIVE COVID
Display in PNR: 1. T ** TEXT ** 31DEC - ** KEEP BOOKING ALIVE COVID **
Procedure 2.
For PNR with UN segments:
Reservation in the same service booth in the lowest available RBD is once free.
Endorsements: CV19TP
This code must be entered in the Endorsement box of the new ticket.
As an alternative, we also offer a voucher for the ticket price on the conditions specified above.
EMD on add. services - can be used in new reservations; If they expire, please contact the airline’s office.
Before re-issuing tickets, please update the information and procedure on the website www.tapagents.com
Procedure 1.
- For all routes served by TAP Air Portugal,
- For all flights, with the original departure date until April 30, 2020,
- For all tickets issued before April 19, 2020:
The possibility of one free rebooking - no fines, but a surcharge on the tariff and fees;
- on any date provided that the ticket is reissued no later than 24 hours before the original departure date
Ability to cancel a reservation by leaving the ticket open (“Open” status);
New reservation and re-issuance of the ticket must be made before June 1, 2020;
The new travel date is until December 31, 2020 or during the validity period of the ticket, whichever comes first;
Alternatively, it is possible to get the full price of a ticket for a voucher, which must be requested by reference ;
A voucher can be used for any TAP flight. The voucher will be valid for 1 year from the date of registration.
Endorsements: CV19TP
This code must be entered in the Endorsement box of the new ticket.
We recommend inserting remarks to keep PNR active.
Examples
Amadeus:
Example of entering remarks: RU1AHK1LIS31DEC / KEEP BOOKING ALIVE COVID
Mapping to PNR: MIS 1A HK1 LIS 31DEC-KEEP RESERVATION ALIVE COVID
Saber:
Example for entering remarks: 0 OTH YY GK1 LIS 31DEC
Display in PNR: 1 OTH YY 31DEC W GK1 LIS
Galileo
Example of entering remarks: RD.T / 31DEC * RD.T / 31DEC * KEEP BOOKING ALIVE COVID
Display in PNR: 1. T ** TEXT ** 31DEC - ** KEEP BOOKING ALIVE COVID **
Procedure 2.
For PNR with UN segments:
Reservation in the same service booth in the lowest available RBD is once free.
Endorsements: CV19TP
This code must be entered in the Endorsement box of the new ticket.
As an alternative, we also offer a voucher for the ticket price on the conditions specified above.
EMD on add. services - can be used in new reservations; If they expire, please contact the airline’s office.
Mar 23, 2020, 3:55 am
#60
Join Date: Mar 2014
Location: Lisboa, Portugal
Programs: BAEC Gold
Posts: 114
Incidentally, after a major schedule change of a flight in August (flight time for both outbound and return changed by more than 8 hours, so under EU261 terms, full refund should be offered), I contacted TAP this weekend to cancel the trip - even for that trip, unaffected by Covid-19 (at least for now), the agent said they have no option but to offer a voucher, suggesting that agent's ability to deliver a cash refund has been suspended by TAP.
Last edited by puqui99; Mar 23, 2020 at 3:56 am Reason: adding detail