ABSOLUTELY HORRIBLE customer service. After having a family emergency, we attempted to get a refund as we can no longer leave the States. We submitted a refund and were told that since we did it online, we could not get a full refund as we did not call them first. Their website is horrible, how were we supposed to know we had to call them first? Usually someone reaches out to you to request information and guide you, no such luck. Now we're being told they cannot assist us! A family emergency, attempting to cancel flights TWO MONTHS in advance, and they cannot assist us? Absolutely wild. Never in my life have I spoken to Management and been told there is nothing they can do to assist! For an EMERGENCY none the less! We will never book with TAP again! They said we had to click "Involuntary Refund" when you read the description, it states nothing about emergency refunds and only states due to flight cancellation or delay, how were we supposed to know?! And the Manager spoke to me as though I was supposed to magically know this?! Half the website is in Portuguese. This is absurd, we simply want a full refund for services we did NOT receive!