“On the 28th June I did a executive booking which was bought and cancelled within 24 hours. When I selected the ticket it was shown as refundable with penalty. To be sure I have read what was given to me as information when I click on the refund link next to the fare. No mention of any voucher, just some applicable fees or refundable taxes. Then, on my confirmation email again, refundable with a 70 euros fees which I accept but so where any mention of voucher. Then, there was a link in the email that bring me to my booking but again, no link or mention of refund in voucher. So, I an a normal human that tried to understand the information through the process and it was never easy neither accessible from the place I bought ticket that the refund is a voucher. I consider this really misleading and with all my goodwill I don't understand how I could have understood this in the booking process. In addition to this, I contacted the Customer service twice to initiate the refund and was confirmed I was entitled to a cash refund minus the fees. Then, when I received the vouchers, I called again then I was told that was a mistake then a correction request was opened for me. Today, on August 2nd, more than two week after this last request, I did a follow up with the same customer service that told me this was in analysis and I was only entitled to a voucher. So two agents told me I was to be refunded in cash minus the fees but today story change. Then I was told to raise a complaint as no one can help me at the customer service and manager don't talk to customer. So the only utility of the agent I spoke with today (Maria Rosado) was to read me at least 20 times that this is what she can share with me. She was not even able to help me to raise a complaint. Can we consider this useless? I do not consider the person in fault and I have not only been mislead by the booking process information but also by not only one but two agents from TAP customer service. Now I tried to filled a complaint in two different browsers and when you click on submit, nothing happen. So no way to send a complaint and if it would have work I need to wait up to 60 days. So can we consider this a good customer service or a total useless one? I though they were a good company until today.”
“Faced with a flight cancelled by this company, they've decided to stop answering any type of contact attempt made by myself and keep the money paid when a refund was well due. Best stay away.”
“Airline NOT RECOMMENDED!
A voucher was agreed to 120% of the purchase price if I do not reclaim the purchase amount. Instead I got two vouchers for 15% of the purchase price, and in SEK instead of euros. I have filed a complaint and have been waiting 4 weeks. When you call customer service, you have to wait about 45 minutes and you are informed that you have to file a complaint. Then you can wait weeks, if not months, for an answer. I read from some customers Vouchers emitted by TAP are either not valid, or not accepted because they received in a different currency than Euros.”
