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TAP refunds has got to be the worst process at airline I've encountered

TAP refunds has got to be the worst process at airline I've encountered

Old Dec 15, 2023, 4:57 pm
  #1  
TA
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Join Date: Nov 1999
Location: if it's Thursday, this must be Belgium
Programs: UA 1K MM
Posts: 6,484
TAP refunds has got to be the worst process at airline I've encountered

I don't know what's going on at TAP, but I came here just to share that this has to be the longest, least competent refund process I've encountered at an airline.

I booked a roundtrip flight from EU to US where the 24 hour refund rule should apply, and I cancelled it well within the 24 hour period. First refund (after submitting information via the very clunky web form) took ~2 weeks to be returned. But incorrect, only the taxes were returned.

Talking to an agent on the phone, he seemed well aware of this kind of error, and asked me to resubmit a complaint with the category "wrong refund", and here it is approx. 3 weeks later still no action on it.

How can something be this broken?
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TA is offline  
Old Dec 15, 2023, 7:42 pm
  #2  
 
Join Date: Mar 2009
Posts: 3,521
Why bother? Charge it back on your credit card and be done with it.
fly2nrt is offline  
Old Dec 16, 2023, 9:14 am
  #3  
 
Join Date: Dec 2012
Location: UK
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Posts: 1,173
TAP once cancelled a flight I'd booked and had the cheek to refund less than I'd paid. I did a chargeback through my credit card and they paid the difference immediately without question. I suspect they are aware of TAP's refund games.
ankomonkey is offline  
Old Dec 16, 2023, 11:43 am
  #4  
TA
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Location: if it's Thursday, this must be Belgium
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Posts: 6,484
I'm willing to give them a little more time to follow some proper procedure and to not have to invoke a CC chargeback, but they're making it difficult.

I just received an email followup:
"Dear <TA>,
Thank you for contacting TAP Air Portugal.
We apologize for the inconvenience experienced in trying to contact TAP Air Portugal.
Kindly help us with the following information so that we can process the refund:
Account Holder Name
Name of Bank
Bank Country
Routing Number
Account number
Address
City
Local Zip Code
State
We are looking forward to hearing from you.
Thank you for your loyalty to us. "
Are you kidding me. Asking me to send this over email. And I paid with a credit card.
TA is offline  
Old Dec 18, 2023, 1:00 pm
  #5  
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Join Date: May 2015
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Programs: AF Gold / A3 Gold / Accor Gold / Hilton Gold / TP Silver
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TAP plays stupid and slow to avoid giving money , as others said , connect with your credit card issuer or bank if issue doesnt get resolve after some time

Provide them whatever needed but if tap dont send money back then escalate it

Next time book your TP flight last minute or few days before departure , otherwise avoid them cause its regular TAP behaviour

They are cheap on TATL routes between US and Europe for a reason , and you got trapped into it

They will only act normally if US DoT fine them
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Old Jan 16, 2024, 8:01 am
  #6  
 
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
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TAP is still reviewing my refund request - made 3 hours after I made the booking last week. Today I contacted my CC bank in Canada and requested a charge back. The bank did say the refund could take up to 15 days to appear on the CC statement.
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Old Jan 16, 2024, 8:50 am
  #7  
 
Join Date: Sep 2020
Posts: 294
It is on purpose. There is also no refund button even for fullflex business tickets.

Best thing is to sue TP. The situation is so bad that they are hiring English and German speaking legal staff in Portugal to handle all the claims.
estrela is offline  
Old Jan 16, 2024, 10:01 am
  #8  
 
Join Date: Dec 2005
Location: Middle Earth, and often worse
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Originally Posted by estrela
It is on purpose. There is also no refund button even for fullflex business tickets.

Best thing is to sue TP. The situation is so bad that they are hiring English and German speaking legal staff in Portugal to handle all the claims.
Smells like TAP has BIG money problems. 🙄😢
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Old Jan 16, 2024, 10:29 am
  #9  
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For tickets to or from the U.S., if you are entitled to a full refund, file a DOT complaint as soon as TAP refunds anything less than what you paid.

More information about filing a DOT complaint here:

https://www.transportation.gov/airco...umer-complaint

("File a Consumer Complaint")
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Old Jan 16, 2024, 12:16 pm
  #10  
 
Join Date: Dec 2005
Location: Middle Earth, and often worse
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Originally Posted by guv1976
For tickets to or from the U.S., if you are entitled to a full refund, file a DOT complaint as soon as TAP refunds anything less than what you paid.

More information about filing a DOT complaint here:

https://www.transportation.gov/airco...umer-complaint

("File a Consumer Complaint")
My ticket was LIS-MAN. So the charge back is my recourse. 🙄
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Old Jan 16, 2024, 11:01 pm
  #11  
TA
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Doesn't every chargeback cost them like $30 in addition to the refund? How can this be worth their trouble? Just to delay the inevitable refund?
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Old Jan 17, 2024, 1:04 am
  #12  
 
Join Date: Sep 2020
Posts: 294
I expect TP to object to the chargeback. They themselves are contesting clear claims in court and invoking force majeure in the event of a sick crew or technical defect. There is simply a mentality of lying, which is successful in Portugal, see the politics there. Fortunately, in other countries they fall flat on their faces. The math is also very easy: a simple clerk normally earns less than 1000 USD per month. If he rejects two cases a day, it's already a profit. Even in Portugal, productivity will be higher than that.
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Old Jan 17, 2024, 2:43 am
  #13  
 
Join Date: Dec 2005
Location: Middle Earth, and often worse
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Originally Posted by estrela
I expect TP to object to the chargeback. They themselves are contesting clear claims in court and invoking force majeure in the event of a sick crew or technical defect. There is simply a mentality of lying, which is successful in Portugal, see the politics there. Fortunately, in other countries they fall flat on their faces. The math is also very easy: a simple clerk normally earns less than 1000 USD per month. If he rejects two cases a day, it's already a profit. Even in Portugal, productivity will be higher than that.
EU law is EU law. TP cannot fight it successfully in court.
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Old Jan 17, 2024, 10:20 am
  #14  
 
Join Date: Aug 2013
Posts: 1,723
Originally Posted by estrela
I expect TP to object to the chargeback.
I did a chargeback against TP back in the first half of 2020 (admittedly covid times) but they never responded to the chargeback and I got a full refund. TAP's incompetence cuts both ways it seems, at least sometimes.
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Old Jan 19, 2024, 4:25 am
  #15  
 
Join Date: Dec 2005
Location: Middle Earth, and often worse
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Posts: 2,246
Today I checked on TAP regarding the status of my refund application. The TAP website stated that the request for refund had been approved and to check with my bank regardjng the refund deposit into my account.

My, my. It would have been easier if TAP had just allowed me to upgrade the return leg of my LIS - MAN trip to Business class. But, they would not allow that upgrade - not even for cash. 🙄
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