TAP Refunds – Any Advice?

Tobi Hughes·
Madeira News
One of my readers has sent this message below. Is anyone else experiencing the same problems, or have you had refunds and can give any advice.?
Hi Tobi.
I wondered if you were aware of the significant controversy associated with Air Portugal and the non-return of payment for flights that they cancelled due to Corvid 19?
There exists a Facebook site; “TAP Air Portugal- UNSATISFIED CUSTOMERS” with 3300 members, that will confirm the airline’s disgraceful behaviour and refusal to comply with the law. I have been trying to reclaim over several months, for cancelled flights to Madeira during the summer, to the value of several thousand GBP.
TAP will not respond!
Are there other readers in the same position?
Please leave comments below, if you are reading this on Facebook please try to leave your comments on my actual blog post so they are all in one place.

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Tobi Hughes

13 Responses

  1. TAP give vouchers valid for 2 years. TAP is never reacting on complaints and not reachable for help or concrete information. Complaints to the National end not at least the EU authorities can help as thee is a EU regulation in place.

  2. I am facing the same problem. TAP doesn’t respond on mails… the booking office through which we booked this flight bombards us with e-mails saying that there still is no solution of my claim. So I now gave the case to a lawyer in Lisbon. This was organised through the website of the EU. They claim 25 % of the ticketprice. A lot of hassle with power of attorney from all passengers but now it’s a case in Lisbon court. I fear this will take ages. Luckily it’s only 200 euro’s but still Tap has no right to keep it. At the time they even didn’t have the decency to formally let us know that the flight was cancelled grrrrrr

  3. Hello,
    We had a similar problem with EasyJet just 3 years ago. After not getting anywhere with EasyJet we contacted CEDR. They were excellent and finally had our flight costs refunded plus 700 euros compensation. It didn’t cost us anything because we won the case. You can only try, good luck.

  5. Try with Facebook Tap page or messenger, usually they respond in 2/3 days or alternatively use Service de Defesa do Consumidor .

  6. We have had four flights from Bristol to Madeira cancelled by easyjet since April…. all refunds were back on our credit card within 10 days.
    Yesterday we received an email from easyjet cancelling flights booked at the end of October and offering clear alternatives. We chose to change the date to one in November, so fingers crossed!

    Whilst on the subject of flying to Madeira, the following experience may be helpful :
    We finally flew from Bristol with easyjet in August, 5 months later than planned!
    The Madeira Safe online forms were straightforward, unless you share an email address, then the system accepts the first name, the second was added on arrival at Madeira airport. No problem.
    There was very good organisation at Bristol airport and clean instructions on the flight. Arrival in Madeira was well organised, the testing very efficient but relaxed…. with welcoming smiles, bottle of water, banana and face mask in traditional fabric. The nurse who did the swab test was clear in her instructions, in English, and confident in her actions…. and still looked cool despite 25C and full PPE!
    Back at our home, we waited 7 hours before receiving an email and text message giving our negative results. On subsequent days we received emails asking us to report any new symptoms. An excellent, efficient system… many thanks to Madeira Safe.

    We are now back in England. The return process is uncomplicated: UKgov online locator form straightforward, just remember ‘country: Portugal ‘, ‘island: Madeira ‘.
    Madeira airport efficient, easyjet instructions clear, efficient, helpful border control in Bristol, then home. No quarantine as Madeira and the Azores are exempt, but we choose to do our own mini lockdown, to protect others. Take care. Keep safe.

  7. Hi Toby, I got my money back from TAP for Funchal to Toronto flight in March and the only way I was able to do it was with a charge back through the credit card company. There was no other way. If you can show that the ticket was refundable at the time of purchase they will put a charge back and you get the funds credited to your credit card. Hope this helps.

  8. I booked three return tickets for Lisbon to Washington DC last January due to leave on 22nd October. TAP cancelled the outbound flights back in June and tried to put us on another flight two days later. Since the Covid19 crisis has hit decided to cancel our bookings and requested a full refund back in June. Was told refund could take up to three months to process so anticipated refund to my credit card by 24th September. Still waiting and contacting their customer service line is impossible so now started an email war demanding confirmation of when September 24th occurs on the TAP calendar?

  9. just managed to cancel our upcoming flights this December. MIA – LIS – MAN. The LIS – MAN sector time was changed from 0750 to 1315, more than five hours. I called TAP on 03453500100 and got through to an agent after around 15 minutes. The agent stated that as the time change was in excess of five hours we could have a full refund or a voucher. We chose a full refund. The agent then said refunds are taking between 30 – 60 days and provided a refund reference number if we needed to get in touch. Hope this helps some one

  10. TAP did not refund a total of US$1403 for canceled flights. They proposed an alternate itinerary in the middle of the Covid surge with an overnight open-jaw connection between JFK and EWR. And no flight between OPO and FNC. They first said vouchers needed to be requested. They responded to a US inquiry on my behalf confirming they had refunded to the credit card while advising the credit card that the charge was valid. This despite US rules requiring that airlines refund fares due to canceled or significantly altered flights. When calling, I would get put on hold and then frequently disconnected. The Contact Centre advised to use the web to request the refunds via the Complaint path. After 3 complaints over 2 mos., the Complaint group advised that they do not process refunds and to call the Contact Center! The purposeful run around is obvious. My credit card co. finally refunded after multiple communications and documentary proof sent. We are currently on another trip between FNC and LIS and elected to fly on easyjet. TAP seems obtuse to the point of not caring if they lose future business.

  11. I’ve been promised a refund since January. Worst airline I have ever flown with

  12. I booked flights to Madeira from Dublin for July this year to celebrate our 50th Wedding anniversary, the flight was cancelled in June and they agreed to provide a refund, they said it would take up to 3 months, we are still waiting, they keep saying we will get a refund but nothing happens, the flights were 922 euro.

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