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How to Make a Complaint with TAP Air Portugal: Contacts, Email and Form
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Delayed, cancelled or lost your baggage? Claim up to Β£520 (β¬600) in compensation. We handle the paperwork, calls, and the legal process β you just wait for the money.
- www.flytap.com
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TAP Air Portugal Lisbon
Airport Building 25 Lisbon
Portugal 1700-008
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+351 211 234 408Mailing Address
TAP Air Portugal Lisbon Airport Building 25 Lisbon Portugal 1700-008Contact TAP Air Portugal
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TAP Air Portugal Lisbon Airport Building 25 Lisbon Portugal 1700-008
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208 comments
Robert George L
Verified | Oct 25, 2026
Lisbon-Brussels
Economy
No reason given
My unresolved complaint concerning booking 4UAT6WFS, for my flight from Lisbon to Brussels on 1 September. The itinerary issued and confirmed by KissandFly stated that my flight would depart at approximately 20:05β20:15. However, when I attended the TAP Air Portugal customer service counter at the airport, I was informed repeatedly that no flight corresponding to the details provided in my confirmed itinerary had been scheduled to operate on that date. I was also informed that the only LisbonβBrussels flight that day had departed at 16:05 under a completely different flight number. According to the information provided to me by the airline, this was not a matter of a delay, cancellation, or last-minute schedule change. The flight details in the itinerary supplied by KissandFly did not correspond to an actual scheduled flight. I therefore dispute the classification of my case as a simple passenger no-show. As a direct consequence of this situation, I missed my return journey home and was forced to purchase a replacement flight for the following day, as well as accommodation for the additional night. These were unexpected expenses that I would not have incurred had I received a valid and accurate itinerary.
- Lisbon-Brussels
- Economy
Tim B
Verified | Oct 22, 2026Δ°stanbul-Praia, Santiago Island
Economy
Unknown
the flight was not disrupted, and the luggage was properly documented from IST to LIS to RIA for arrival on 19 Oct, Luggage arrived on 21 Oct. I did buy toiletries and some clothes for the business mtgs I had, but did not get a receipt.- Δ°stanbul-Praia, Santiago Island
- Economy
Suweyda F
Verified | Oct 21, 2026Copenhagen-Lisbon
Economy
Unknown
Dear Customer Relations Team, We are writing to submit a formal complaint regarding the unacceptable and extremely stressful experience we encountered at Copenhagen Airport on 11 October when travelling to Lisbon. We were three friends travelling together on a flight scheduled to depart at approximately 6:00 AM and arrive in Lisbon at around 9:00 AM. However, due to overbooking, we were suddenly informed that all three of us could not travel on the same flight. Unacceptable pressure and treatment at the airport We were told that one of us had to board the original flight, and that if one person did not board, we risked losing a ticket. We were given only approximately one minute to decide which of us would travel on the original flight and which two would have to take a different route. This placed all three of us in an extremely stressful and unfair situation. We were expected to make an important decision immediately, without being given sufficient information about the alternative flights, departure times or arrival times. We asked whether we could speak to someone or simply have a moment to discuss our options, but the staff member refused and repeatedly insisted that we had to decide immediately, saying, "No, decide now, now, now." We find this treatment completely unacceptable. We were given virtually no opportunity to understand our rights or make an informed decision. Being told that we could lose a ticket if we did not choose quickly enough caused unnecessary panic and distress. The two passengers who were forced to take an alternative route Following this decision, one of us boarded the original flight, while the other two were sent to the airport reception desk to arrange alternative travel. We had initially been told that we would receive a direct flight to Lisbon. However, we were subsequently informed that we would instead have to take two flights, with a connection in Milan. We were given very limited information about the arrangements and were left to navigate the situation ourselves. At Copenhagen Airport, we encountered problems checking in because of our original tickets and the sudden changes to our booking. We had to rush through the airport and security checks in an attempt to reach our new flight on time. Upon arriving in Milan, we experienced further complications with our luggage. We were among the last passengers to board our connecting flight because of these issues. The connecting flight was then delayed as well, and we ultimately arrived in Lisbon at approximately 3:30 PM instead of the originally scheduled arrival time of around 9:00 AM. This resulted in an arrival delay of approximately six and a half hours, following an already exhausting and distressing journey. The entire process involved confusion, uncertainty, rushing between airport procedures, luggage problems and considerable anxiety. This was not the journey we had paid for or reasonably expected. The impact on the third passenger who travelled alone The third member of our group had to travel on the original flight without us and was left alone in an unfamiliar country while the two of us had to make our way to Lisbon separately. She was extremely frightened and anxious, particularly because this was her first trip without her family. The sudden separation and lack of certainty about the situation caused her considerable distress. She also had to wait approximately six hours while we were dealing with the alternative travel arrangements and complications. We believe it is unacceptable that we were placed in this situation because of the airline's overbooking, with almost no time to make a decision and insufficient information about what would happen next. Our request for compensation We want to emphasise that all three of us were affected by this incident, although in different ways. The two passengers who were rerouted through Milan experienced substantial travel disruption, additional airport complications and an arrival delay of approximately six and a half hours. The third passenger had to travel alone and experienced significant anxiety and distress as a result of the sudden separation Expectation on compensation. We expect full compensation for the two passengers who were forced to take an alternative route via Milan, experienced numerous problems at both airports, and arrived in Lisbon approximately six and a half hours later than originally scheduled. We also believe our third friend deserves appropriate compensation for being left alone, frightened and anxious in an unfamiliar country for approximately six hours as a direct result of this situation. We request that all three cases be taken seriously and that fair compensation be provided, taking into account the overbooking, the stressful circumstances, the disruption to our journey and the unacceptable way the situation was handled. We understand that operational difficulties can occur. However, this does not justify the way this situation was handled or the pressure placed on us. We should have been given clear information, sufficient time to understand our options and appropriate assistance throughout the process. This experience caused unnecessary stress, disrupted our travel plans and negatively affected the beginning of our trip. We believe the situation could and should have been handled in a much more professional and considerate manner. We expect our complaint to be taken seriously and request a fair resolution, including all compensation to which each of us is legally entitled.- Copenhagen-Lisbon
- Economy
Jeffrey G
Verified | Oct 20, 2026Lisbon-Keflavik
Economy
Unknown
Receipts attached with expenses incurred from delayed luggage. Attempts to track luggage from PIR link unsuccessful, which caused us to spend more than we needed to as our luggage came sooner than expected.- Lisbon-Keflavik
- Economy
Natalie R
Verified | Oct 20, 2026Montreal-Lisbon
Economy
Claim escalated to airline
Unknown
The delay of my luggage caused me great anxiety. I had jewelry belonging to my grandmother in it, which I feared might be lost. In addition, we spent countless hours buying me essentials. While I am grateful my bag was eventually located and shipped to me, it was a stressful experience.- Montreal-Lisbon
- Economy
- Claim escalated to airline
Suad H
Verified | Oct 14, 2026Copenhagen-Lisbon
Economy
Unknown
Dear Customer Relations Team, We are writing to submit a formal complaint regarding the unacceptable and extremely stressful experience we encountered at Copenhagen Airport on 11 October when travelling to Lisbon. We were three friends travelling together on a flight scheduled to depart at approximately 6:00 AM and arrive in Lisbon at around 9:00 AM. However, due to overbooking, we were suddenly informed that all three of us could not travel on the same flight. Unacceptable pressure and treatment at the airport We were told that one of us had to board the original flight, and that if one person did not board, we risked losing a ticket. We were given only approximately one minute to decide which of us would travel on the original flight and which two would have to take a different route. This placed all three of us in an extremely stressful and unfair situation. We were expected to make an important decision immediately, without being given sufficient information about the alternative flights, departure times or arrival times. We asked whether we could speak to someone or simply have a moment to discuss our options, but the staff member refused and repeatedly insisted that we had to decide immediately, saying, "No, decide now, now, now." We find this treatment completely unacceptable. We were given virtually no opportunity to understand our rights or make an informed decision. Being told that we could lose a ticket if we did not choose quickly enough caused unnecessary panic and distress. The two passengers who were forced to take an alternative route Following this decision, one of us boarded the original flight, while the other two were sent to the airport reception desk to arrange alternative travel. We had initially been told that we would receive a direct flight to Lisbon. However, we were subsequently informed that we would instead have to take two flights, with a connection in Milan. We were given very limited information about the arrangements and were left to navigate the situation ourselves. At Copenhagen Airport, we encountered problems checking in because of our original tickets and the sudden changes to our booking. We had to rush through the airport and security checks in an attempt to reach our new flight on time. Upon arriving in Milan, we experienced further complications with our luggage. We were among the last passengers to board our connecting flight because of these issues. The connecting flight was then delayed as well, and we ultimately arrived in Lisbon at approximately 3:30 PM instead of the originally scheduled arrival time of around 9:00 AM. This resulted in an arrival delay of approximately six and a half hours, following an already exhausting and distressing journey. The entire process involved confusion, uncertainty, rushing between airport procedures, luggage problems and considerable anxiety. This was not the journey we had paid for or reasonably expected. The impact on the third passenger who travelled alone The third member of our group had to travel on the original flight without us and was left alone in an unfamiliar country while the two of us had to make our way to Lisbon separately. She was extremely frightened and anxious, particularly because this was her first trip without her family. The sudden separation and lack of certainty about the situation caused her considerable distress. She also had to wait approximately six hours while we were dealing with the alternative travel arrangements and complications. We believe it is unacceptable that we were placed in this situation because of the airline's overbooking, with almost no time to make a decision and insufficient information about what would happen next. Our request for compensation We want to emphasise that all three of us were affected by this incident, although in different ways. The two passengers who were rerouted through Milan experienced substantial travel disruption, additional airport complications and an arrival delay of approximately six and a half hours. The third passenger had to travel alone and experienced significant anxiety and distress as a result of the sudden separation Expectation on compensation. We expect full compensation for the two passengers who were forced to take an alternative route via Milan, experienced numerous problems at both airports, and arrived in Lisbon approximately six and a half hours later than originally scheduled. We also believe our third friend deserves appropriate compensation for being left alone, frightened and anxious in an unfamiliar country for approximately six hours as a direct result of this situation. We request that all three cases be taken seriously and that fair compensation be provided, taking into account the overbooking, the stressful circumstances, the disruption to our journey and the unacceptable way the situation was handled. We understand that operational difficulties can occur. However, this does not justify the way this situation was handled or the pressure placed on us. We should have been given clear information, sufficient time to understand our options and appropriate assistance throughout the process. This experience caused unnecessary stress, disrupted our travel plans and negatively affected the beginning of our trip. We believe the situation could and should have been handled in a much more professional and considerate manner. We expect our complaint to be taken seriously and request a fair resolution, including all compensation to which each of us is legally entitled.- Copenhagen-Lisbon
- Economy
Saynab H
Verified | Oct 14, 2026Copenhagen-Lisbon
Economy
Unknown
Dear Customer Relations Team, We are writing to submit a formal complaint regarding the unacceptable and extremely stressful experience we encountered at Copenhagen Airport on 11 October when travelling to Lisbon. We were three friends travelling together on a flight scheduled to depart at approximately 6:00 AM and arrive in Lisbon at around 9:00 AM. However, due to overbooking, we were suddenly informed that all three of us could not travel on the same flight. Unacceptable pressure and treatment at the airport We were told that one of us had to board the original flight, and that if one person did not board, we risked losing a ticket. We were given only approximately one minute to decide which of us would travel on the original flight and which two would have to take a different route. This placed all three of us in an extremely stressful and unfair situation. We were expected to make an important decision immediately, without being given sufficient information about the alternative flights, departure times or arrival times. We asked whether we could speak to someone or simply have a moment to discuss our options, but the staff member refused and repeatedly insisted that we had to decide immediately, saying, "No, decide now, now, now." We find this treatment completely unacceptable. We were given virtually no opportunity to understand our rights or make an informed decision. Being told that we could lose a ticket if we did not choose quickly enough caused unnecessary panic and distress. The two passengers who were forced to take an alternative route Following this decision, one of us boarded the original flight, while the other two were sent to the airport reception desk to arrange alternative travel. We had initially been told that we would receive a direct flight to Lisbon. However, we were subsequently informed that we would instead have to take two flights, with a connection in Milan. We were given very limited information about the arrangements and were left to navigate the situation ourselves. At Copenhagen Airport, we encountered problems checking in because of our original tickets and the sudden changes to our booking. We had to rush through the airport and security checks in an attempt to reach our new flight on time. Upon arriving in Milan, we experienced further complications with our luggage. We were among the last passengers to board our connecting flight because of these issues. The connecting flight was then delayed as well, and we ultimately arrived in Lisbon at approximately 3:30 PM instead of the originally scheduled arrival time of around 9:00 AM. This resulted in an arrival delay of approximately six and a half hours, following an already exhausting and distressing journey. The entire process involved confusion, uncertainty, rushing between airport procedures, luggage problems and considerable anxiety. This was not the journey we had paid for or reasonably expected. The impact on the third passenger who travelled alone The third member of our group had to travel on the original flight without us and was left alone in an unfamiliar country while the two of us had to make our way to Lisbon separately. She was extremely frightened and anxious, particularly because this was her first trip without her family. The sudden separation and lack of certainty about the situation caused her considerable distress. She also had to wait approximately six hours while we were dealing with the alternative travel arrangements and complications. We believe it is unacceptable that we were placed in this situation because of the airline's overbooking, with almost no time to make a decision and insufficient information about what would happen next. Our request for compensation We want to emphasise that all three of us were affected by this incident, although in different ways. The two passengers who were rerouted through Milan experienced substantial travel disruption, additional airport complications and an arrival delay of approximately six and a half hours. The third passenger had to travel alone and experienced significant anxiety and distress as a result of the sudden separation Expectation on compensation. We expect full compensation for the two passengers who were forced to take an alternative route via Milan, experienced numerous problems at both airports, and arrived in Lisbon approximately six and a half hours later than originally scheduled. We also believe our third friend deserves appropriate compensation for being left alone, frightened and anxious in an unfamiliar country for approximately six hours as a direct result of this situation. We request that all three cases be taken seriously and that fair compensation be provided, taking into account the overbooking, the stressful circumstances, the disruption to our journey and the unacceptable way the situation was handled. We understand that operational difficulties can occur. However, this does not justify the way this situation was handled or the pressure placed on us. We should have been given clear information, sufficient time to understand our options and appropriate assistance throughout the process. This experience caused unnecessary stress, disrupted our travel plans and negatively affected the beginning of our trip. We believe the situation could and should have been handled in a much more professional and considerate manner. We expect our complaint to be taken seriously and request a fair resolution, including all compensation to which each of us is legally entitled.- Copenhagen-Lisbon
- Economy
Maria Joao S
Verified | Oct 13, 2026Lisbon-Copenhagen
Economy
Unknown
flight booked with TAP online. It would be LIS to CPH with connection in BRU. Entitled to cabin trolley and personal backpack in cabin (x2 my daughter and myself). On boarding at LIS, Menzies GND staff removed our trolleys (x2) from us and placed them in cargo hold. they guaranteed they would arrive in CPH. We told them medication and other items in the trolley - they told us to not worry. Flight arrived late into BRU, connection was now less than 60mins on ground had we carried our trolleys we would have made it without any problems. We landed in CPH and our trolleys did not arrive. We filled PIR with Aviator at CPH We remained without clothing and toiletries and worst of all medication. I was lucky my husband who works in aviation had his heart medication that is same as mine. we went to supermarket and bought basic stuff to wash clothes we were wearing in hotel bathtub and toiletries for our female hygiene. On the following evening we were told bags arrived. But they removed from us all paperwork. My husband took photo of paperwork before handing over to them. We are looking for compensation for the service provided by airline. TAP denies compensation and blames Brussels Air. we come to you for a resolution.- Lisbon-Copenhagen
- Economy
Elsie V
Verified | Oct 9, 2026Los Angeles-Madrid
Economy
Claim escalated to airline
Unknown
with regard to my "delayed" luggage it was an inconvenience to have to go shopping for clothing, shoes, toiletries, luggage during my vacation time. I respectfully request, in good faith, that I be reimbursed for ALL the attached receipts I have provided.- Los Angeles-Madrid
- Economy
- Claim escalated to airline
Oleh S
Verified | Oct 8, 2026Warsaw-Lisbon
Economy
Claim escalated to airline
Unknown
So we bought tickets with no assigned seats, and it just happened that the straight plane from Warsaw to Lisbon was full and they couldnβt give us any seats. In result they give us other tickets from Warsaw to Frankfurt, and then from Frankfurt to Lisbon, what took us 10hours to get to Portugal. They also gave us 2 tickets βDenied Boarding Compensation Voucherβ- Warsaw-Lisbon
- Economy
- Claim escalated to airline
Jonathon C
Verified | Oct 4, 2026Naples-Lisbon
Economy
Unknown
On 1 April 2026 I was booked on TAP Air Portugal flight TP883 from Naples (NAP) to Lisbon (LIS), booking reference XU3QIW, scheduled to depart at 12:30. What the airline told me and when: at 08:54 that morning TAP emailed me that the flight would depart at 13:25 instead. I was at Naples Airport by about 11:50, 95 minutes before the new departure time (my rental car return receipt shows this). The departure board showed TP883 delayed with no check-in counter assigned (I have a photo). At the TAP counter I was refused check-in. I was told the baggage counter had closed according to the original 12:30 departure time, the schedule TAP had already changed. TAP then classified me as a no-show. Replacement travel: I had no way to travel that day on my booked ticket, so I bought a replacement flight at my own expense: Aegean Airlines, Naples-Athens-Lisbon, booked 1 April, leaving Naples at 15:45 and scheduled to land in Lisbon at 23:00. Total EUR 323.64 (fare 246.00, baggage 37.00, taxes and charges 40.64). I arrived in Lisbon at just before 23:00. Care provided: TAP offered no meals, rebooking or other assistance and said my only recourse was to buy a new flight. Impact: I was forced to buy an entirely new flight. TAP case 2026-0000546974 denied my complaint as a no-show. I appealed on 29 September 2026 (complaint 2026-0001585928), and on 1 October 2026 TAP closed it as a duplicate with its decision unchanged. I also filed complaints with ANAC (Portugal) and ENAC (Italy, no. 80648). I am claiming EUR 400 denied boarding compensation under Regulation (EC) No 261/2004 (Naples-Lisbon is about 1,860 km), plus reimbursement of the EUR 323.64 replacement ticket. Total EUR 723.64.- Naples-Lisbon
- Economy
Rohan S
Verified | Oct 2, 2026Lisbon-London
Economy
Claim escalated to airline
Unknown
Dear Customer Relations Team, I am writing to formally express my extreme disappointment and anger regarding what has been one of the worst travel experiences I have ever had. We are a family of four who travelled to Portugal and had booked our flights well in advance. We deliberately made our bookings ahead of time because we wanted to avoid exactly the kind of last-minute chaos and uncertainty that your airline has now put us through. Unfortunately, from the moment we arrived at the airport, the experience was unpleasant. The attitude and treatment from the airport staff were disappointing, and then we were given the shocking information that our tickets had been placed on standby because the flight was overbooked. I would like to ask a very simple question: How is your decision to overbook the flight our problem? Did we ask you to overbook the flight? Did we make a mistake in booking our tickets? Did we arrive at the last minute? No. We paid for our tickets, booked them well in advance, made our travel plans around those confirmed bookings, and arrived expecting to travel as promised. Your airlineβs decision to sell more seats than were actually available is an internal business decision. The consequences of that decision should not be dumped on paying passengers. I understand that, from the airlineβs perspective, passengers may simply become numbers, booking references, and head counts. But behind every booking reference are real people, real families, real commitments, and real lives. For me, this situation was particularly distressing because I have never travelled separately from my husband. Being told that we could potentially be separated because your airline had overbooked the flight caused me an enormous amount of anxiety and emotional distress. I cannot adequately explain the feeling of helplessness and panic I experienced at that counter. These were not last-minute tickets. We booked well in advance specifically to ensure that everything would be organised and stress-free. Instead, we were left dealing with uncertainty and chaos caused entirely by your airlineβs overbooking. And what makes this even more unacceptable is that my husband ultimately had to stay behind because there was no space for him on the flight. We even asked whether we could upgrade to first class and were willing to pay the difference ourselves. We were told there was no availability β despite the fact that we could clearly see four empty seats in first class. This raises serious questions about how this situation was handled. If seats were physically available, why were we not given a reasonable option to purchase an upgrade and resolve the situation? Why should a paying passenger be left behind while seats appear to remain empty? My husband and I both had work commitments the following day. Because of this situation, my husband has now lost an entire day of work. Who is going to compensate us for that loss? Who is going to compensate us for the disruption to our plans, the time wasted, the stress, the anxiety, and the emotional distress caused by a situation that was completely outside our control? This was not an inconvenience we created for ourselves. We did everything correctly. Your airline overbooked the flight, and we were made to suffer the consequences. I also want to make it very clear that this is not simply about being inconvenienced at an airport. It is about how your airline treated us as passengers and as a family. We trusted your airline enough to book our journey well in advance, and in return we were left feeling completely powerless and disregarded. I expect a proper explanation of: * Why our confirmed tickets were placed on standby due to overbooking. * Why my husband was denied a seat despite us having booked well in advance. * Why we were not offered the option to purchase an upgrade when we specifically requested it. * Why there were apparently empty seats in first class while a paying passenger was left behind. * What compensation you intend to provide for the disruption and loss we have suffered. * What your airline intends to do regarding the emotional distress and significant inconvenience caused to our family. I am extremely disappointed, angry, and genuinely disturbed by this entire experience. We paid for a service. We made our bookings in good faith. We turned up as required. We should not have been forced to deal with the consequences of your airlineβs overbooking strategy. I expect this complaint to be taken seriously and escalated to someone with the authority to properly address it. I do not want a generic apology or a standard response. I want a clear explanation, accountability, and appropriate compensation for what we have been put through. This has been, without question, one of the worst experiences I have ever had while travelling, and I will seriously reconsider choosing your airline again in the future. I look forward to receiving a substantive response.- Lisbon-London
- Economy
- Claim escalated to airline
Francisca G
Verified | Oct 2, 2026Lisbon-London
Economy
Claim escalated to airline
Problems at airport
Dear AirAdvisor Team, I would like to submit a new joint claim concerning the cancellation of TAP flight TP1358 from Lisbon (LIS) to London Heathrow (LHR), scheduled for 8 September 2026 at 19:15. Passengers: Francisca Galhardo Saraiva InΓͺs Branco Booking reference: XONS7T I have previously used AirAdvisorβs services successfully (claim reference 552980) and would like to entrust your team with this new case. The circumstances are as follows: 1. Flight cancellation and lack of timely notification Our flight was cancelled due to operational disruption affecting air traffic control in the United Kingdom. TAP was already aware of the disruption during the day. However, we received no email or other timely notification allowing us to make alternative arrangements. Throughout the day, the flight continued to be presented as scheduled. We were therefore left expecting to travel as planned, until the cancellation was finally communicated at approximately 20:15 β more than one hour after the scheduled departure time of 19:15. 2. Alternative flight offered by TAP Following the cancellation, TAP initially offered us an alternative flight departing on 9 September at 16:10, with an expected arrival in London at approximately 19:45. This meant arriving almost 19 hours after the originally scheduled arrival time, making us miss a commitment in London scheduled for 17:00 on 9 September, which was the specific purpose of our trip. Furthermore, at the airport assistance desk, TAP staff warned us that, given the ongoing disruption, the proposed alternative flight was at serious risk of being delayed or potentially not operating at all. 3. Alternative route via Brussels and additional transport costs TAP subsequently made an alternative flight to Brussels available, departing at 07:10 on 9 September. As this flight only took us to Brussels rather than our final destination, London, we had to independently arrange and purchase onward transport by train in order to complete our journey. The Eurostar tickets from Brussels to London cost β¬436.17 for both passengers. 4. Additional financial losses As a direct result of the cancellation and the subsequent disruption to our travel arrangements, we also lost the following prepaid accommodation: β¬169.00 β one prepaid hotel night in London, which we were unable to use. The total documented financial loss amounts to β¬605.17, comprising the alternative rail transport and the unused hotel accommodation. 5. Claim submission We are seeking assistance with the recovery of the financial losses resulting from this cancellation, as well as any statutory compensation applicable to both passengers under Regulation (EC) No 261/2004. The case involves two passengers travelling under the same booking, a cancelled flight, delayed notification, a substantially delayed alternative itinerary, a subsequent re-routing via a different country, and additional expenses incurred to reach the original final destination. We can provide the original booking confirmation, flight cancellation and re-routing documentation, alternative transport tickets and hotel payment receipt. Please confirm whether AirAdvisor can take on this joint claim and handle the recovery of the additional expenses alongside any applicable statutory compensation. I would also appreciate confirmation of your applicable fees and terms of representation. Kind regards, Francisca Galhardo Saraiva On behalf of both passengers Booking reference: XONS7T Passengers: Francisca Galhardo Saraiva and InΓͺs Branco Flight: TP1358 Date: 8 September 2026 Route: Lisbon (LIS) β London Heathrow (LHR)- Lisbon-London
- Economy
- Claim escalated to airline
Ines B
Verified | Oct 2, 2026Lisbon-London
Economy
Claim escalated to airline
Problems at airport
The flight was cancelled due to the airport system and the new flight was arriving after the concert we were supposed to go, so we asked the airline to send us to Brussels and then we caught the train.- Lisbon-London
- Economy
- Claim escalated to airline
Tamara F
Verified | Oct 1, 2026Brussels-Lisbon
Economy
Unknown
We have no clean clothes, no jacket . We go ride a bicycle tomorrow and we need some medication this evening and tomorrow morning. I need some make up to go to the restaurantβ¦- Brussels-Lisbon
- Economy
Tenika J
Verified | Sep 30, 2026Nice-Lisbon
Economy
Unknown
Suitcase was tagged and placed on the belt by the flight agent approx. around 11AM. This was for flight TP0483 Nice to Portugal. Boarding 17:50 departure 18:15. On my arrival to portugal, my large (black lip patterned pink laces tied on handles) luggage did not come out to pick up. All my clothers, bathing suites, bags especially chole bag, scarf, shopping at Nice and monaco all gone. Very disappointed.- Nice-Lisbon
- Economy
Luis R
Verified | Sep 30, 2026Porto-Brussels
Economy
Claim escalated to airline
Unknown
As previously explained, my Dutam tablets for the daily treatment of prostatic hyperplasia were left in my luggage, and I went five days without taking them. This caused me significant urinary discomfort, including difficulty urinating and a sensation of a full bladder (with only partial voiding).- Porto-Brussels
- Economy
- Claim escalated to airline
Elsie V
Verified | Sep 29, 2026Los Angeles-Madrid
Economy
Unknown
My suitcase did not arrive in Madrid and was finally found and delivered to Hotel Miau in Madrid on Thursday Sept. 3, 2026.- Los Angeles-Madrid
- Economy
Dan F
Verified | Sep 25, 2026Stockholm-Lisbon
Economy
Claim escalated to airline
Unknown
Dear TAP Air Portugal Customer Relations, Subject: Compensation claim under Regulation (EC) No 261/2004 β Cancelled flight TP781, Stockholm (ARN) to Lisbon (LIS) We, Dan Forslund and Lena Forslund, hereby submit a claim for compensation under Regulation (EC) No 261/2004 following the cancellation of our TAP Air Portugal flight from Stockholm to Lisbon. Our original booking was: Passengers: Dan Forslund and Lena Forslund Flight: TAP Air Portugal TP781 Route: Stockholm Arlanda (ARN) β Lisbon (LIS) Date: 9 September Scheduled departure: 14:10 The flight was cancelled on the day of departure due to a technical problem with the aircraft. We were informed that the aircraft had a fuel leak and was therefore unable to operate the scheduled flight. Following the cancellation, TAP provided us with hotel accommodation and dinner and rebooked us onto a flight the following day: Replacement flight: TAP Air Portugal TP3471 Route: Stockholm Arlanda (ARN) β Lisbon (LIS) Date: 10 September Departure: approximately 10:00 As a result of the cancellation, we arrived at our final destination substantially later than originally scheduled and lost a significant part of the first day of our holiday in Portugal. We appreciate the hotel accommodation and meal provided by TAP during the disruption. However, these forms of assistance are separate from the right to monetary compensation under Regulation (EC) No 261/2004. As the cancelled flight was an intra-EU flight exceeding 1,500 kilometres, we hereby request compensation of EUR 400 per passenger, in accordance with Regulation (EC) No 261/2004. Our total claim is therefore: Dan Forslund: EUR 400 Lena Forslund: EUR 400 Total compensation claimed: EUR 800 The cancellation was communicated to us on the day of departure and was attributed to a technical defect involving a fuel leak on the aircraft. Should TAP consider that the cancellation was caused by extraordinary circumstances within the meaning of Regulation (EC) No 261/2004, we kindly request that TAP provide the specific factual and legal basis for that position, including the precise nature and cause of the technical defect. Please arrange payment of the compensation due to both passengers. We can provide our booking confirmation, tickets, boarding passes, proof of rerouting and bank details as required. We kindly request written confirmation of this claim and a response regarding payment. Yours faithfully, Dan Forslund Lena Forslund- Stockholm-Lisbon
- Economy
- Claim escalated to airline
Barry B
Verified | Sep 23, 2026Washington-Lisbon
Economy
Claim escalated to airline
Unknown
When we arrived in Lisbon, there was a wheelchair waiting. However we spent two hours waiting for someone to push it. There was no one. We waited in very hot conditions. Finally my husband said βenough!β and he pushed the wheelchair with me in it through passport control to the baggage area. No one seemed to know what was going on. I arranged for wheelchair assistance weeks in advance. Many others seemed to get this while we sat and waited. This is not what one expects from Β« executive class Β« service. Nor even Economy. Very frustrating and disappointing. In the end we had to do it all ourselves. Passenger Information- Washington-Lisbon
- Economy
- Claim escalated to airline
Anonymous member
Verified | Sep 20, 2026Ponta Delgada-Dublin
Economy
Unknown
shuttle bus from the airport took too long to get to the airport resulting in me and many others getting to the gate late, we were then put on the next flight for the next day which meant i had to stay a night in lisbon and they refused to help pay for the hotel- Ponta Delgada-Dublin
- Economy
Anonymous member
Verified | Sep 20, 2026Economy
terrible scheduling and customer service
I was flying with Tap air portugal on the 07/09/26 to lisbon 10:45 - 14:10. I had a connecting flight to get at 15:15. The flight from ponta delgada arrvied in at approx 14:10, however it took about 25 mins for us to get off the plane and onto the airport shuttle bus. The shuttle bus arrived at the airport at 14:50 due to delays with other shuttle buses ahead. I ran to my gate without stopping as i knew i didnt have much time left at got to my gate around 14:55-14:58. there was other passengers from the same flight runnning with me.. when we got there the gate was closed and we were asked to go to customer services to help us get the next flight. the customer service was poor, first they tried to charge me for the next flight which they told me wouldnt be until the next day the 08/09/26 however once i explained how it was out of my control and there wasnt enough time due to the time it took to get from the plane via shuttle bus to airport they agreed to not charge me and gave me a ticket for the next flight. when i came back and asked if they could be compensated for a hotel the male at the desk declined to enquire about this and i asked to speak to his lead and he also declined to let me talk to his lead./manager. the lady at the customer service who i talked to first agreed and acknowledged that it wasnt my fault for missing the flight however the male at the desk when i came back was rude and said it was my fault and that i wont be charged for the next flight but they will not help or compensate me for the hotel i had to stay in along with extra food and taxi costs i had to pay that night. the male at the desk should very little empathy or care for my situation and others. i suffered at lot of stress as a result and missed out on all my plans in ireland the next day. under eu regulations any delays or interuptions caused by the airline the customer should be compensated for any extra costs incurred. there was not enough time scheduled bwteen these flights and i was not the only one was unable to make the flight, there was at least 4 others and it was all out of our control.Overall
Poor customer service and scheduling. I landed in lisbon from ponta delgada at approx 14:05, it took about 25 mins before I was off the plane and on a shuttle bus, the shuttle bus then arrived at the airport at 14:50, i ran as fast as i could along with o
- Economy
Debra H
Verified | Sep 17, 2026Boston-Lisbon
Economy
Claim escalated to airline
Unknown
The last time I saw my luggage was at the TAP counter when I checked my bag. I flew from Boston to Lisbon and took a connecting to Bologna. When I went to baggage claim, my baggage was not there. I then filed a claim and was told that my baggage was still in Boston. From there I boarded NCL for a Seven day cruise. I boarded with nothing to wear, no toiletries and only the clothes I was wearing. I have not been compensated in any way by TAP and was told that if they did find my bag it would be impossible to get it to me witch I do understand because I was boarding a cruise ship that was stopping in a different port every day. This is my time in a foreign country and on a cruise ship. I'm 70 years old unable to walk without assistance and I must say that due to TAP'S mishandling of my baggage this trip has been quite stressful. My advice to anyone who is traveling with an airline who tells you that the plane is full and they will check your bag at no charge it's probably not a good idea.- Boston-Lisbon
- Economy
- Claim escalated to airline
Mishanteley D
Verified | Sep 7, 2026Amsterdam-Faro
Economy
Unknown
My luggage was delayed for 5 days. I had to buy clothes and essentials. When I received it, I found that my Prada and Versace glasses were missing. I would like to claim compensation- Amsterdam-Faro
- Economy
Hailey A
Verified | Sep 3, 2026Munich-Washington
Economy
Influence by other flights
There was a delay that caused us to miss our connecting flight. We were rebooked to a flight the following afternoon. We were supposed to land at IAD at around 2000 on September 3rd but now we have lost an entire day and will not be home till after 1500 on September 4th. We were also stuck waiting at the airport for 3.5 hours after our flight landed in Lisbon due to our bags being held, but with an overnight layover, we needed our luggage so that we could shower and change and be ready for our flight the next day. The airline never told us that we wouldnβt be able to get our bags and there was no clear guidance on how we should go about getting them. Thatβs what added to the extended length and time we had to wait to grab our luggage to get to the hotel we didnβt end up eating dinner until after 9:30 PM.- Munich-Washington
- Economy
Nilton D
Verified | Aug 15, 2026Amsterdam-Fortaleza
Economy
We were informed during boarding that we had to hand in our luggage and that, upon our connecting flight, our bags would automatically be transferred from Lisbon to Fortaleza. We were specifically told that we did not need to do anything further with our luggage during the transfer. And when we arrived we dont have ricived nothin
- Amsterdam-Fortaleza
- Economy
Stacey H
Verified | Aug 5, 2026London-Lisbon
Economy
**Subject:** Claim for Reimbursement β Delayed Baggage Dear TAP Air Portugal Customer Relations, I am writing to submit a claim for reimbursement following the delay in the delivery of my checked baggage on my recent TAP Air Portugal flight. Unfortunately, my suitcase did not arrive with me and was only returned the following day. As a result, I was left without any of my personal belongings for the first day of my holiday. This caused considerable inconvenience and unnecessary expense. Having arrived at my destination without my luggage, I had no choice but to purchase essential items, including clothing, toiletries and other basic necessities. In addition, I incurred taxi fares travelling to and from the airport to collect my delayed baggage, which also resulted in me losing valuable time from my holiday. I am therefore seeking reimbursement for all reasonable expenses that I incurred as a direct consequence of the delay to my baggage. I have retained all receipts and supporting documentation, which I have enclosed in support of my claim. I would be grateful if you could acknowledge receipt of this claim and confirm when I can expect reimbursement. I trust this matter will be resolved promptly and in accordance with your obligations under the Montreal Convention. Should you require any further information, please do not hesitate to contact me. Yours faithfully, **Stacey Hohn** Booking Reference: **P3X07B** Ticket Number: **047 2522722729**
- London-Lisbon
- Economy
Hamza L
Verified | Aug 4, 2026Montreal-Marrakech
Economy
I was wrongfully denied boarding by TAP Air Portugal at MontrΓ©alβTrudeau Airport (YUL) on 6 July 2026 for Flight TP254 to Lisbon, connecting to Flight TP2300 to Marrakech under booking reference YL9NN5. I am a Moroccan passport holder travelling from Canada to Morocco on a single TAP itinerary. I was only transiting through Lisbon and was not seeking entry into Portugal or the Schengen Area. The TAP check-in agent refused to allow me to board, claiming that Moroccan nationals require a Portuguese/Schengen airport transit visa. When I requested the legal basis for this requirement, the agent was unable to provide one and instead stated that it was a "new rule" affecting Moroccan, Algerian and Tunisian passport holders. Despite repeated requests, TAP refused to provide any written explanation or identify the legal authority on which it relied. Before travelling, I took extensive steps to verify the applicable travel requirements. I consulted TAP Air Portugal's own travel documentation and Sherpa travel requirements tool, which did not indicate that I required an airport transit visa for my itinerary. I also reviewed official Portuguese government guidance regarding travel and visa requirements and found no legal requirement that applied to my circumstances. To be certain, I personally contacted and visited the Portuguese Consulate, explained my exact itinerary (Canada β Lisbon transit β Morocco), and was informed that I could travel without obtaining a Portuguese airport transit visa. I therefore relied on the airline's own guidance, official government information, and advice from the Portuguese Consulate before presenting myself for check-in. Following the incident, I researched the applicable law in detail. Morocco is not listed among the nationalities subject to the EU-wide airport transit visa requirement under Annex IV to Regulation (EC) No. 810/2009 (Visa Code), and I have been unable to locate any published Portuguese legal measure requiring Moroccan nationals to hold an airport transit visa for an airside international transit such as mine. Despite multiple opportunities, TAP has never identified the specific legal instrument that allegedly required me to possess such a visa. As a direct consequence of TAP's decision, I lost the value of my original TAP ticket, was stranded in Canada, and had to purchase a replacement Air Canada flight to return home. I submitted two compensation claims directly to TAP, both of which were denied without identifying the legal basis for the denied boarding or addressing the official sources I relied upon before travelling. Official sources I consulted include: * TAP Air Portugal travel documentation and Sherpa travel requirements tool. * Portuguese Government travel information: https://www.gov.pt/guias/viajar-para-portugal * European Commission rules on airport transit visas and Regulation (EC) No. 810/2009 (Visa Code). I respectfully request AirAdvisor's assistance in pursuing compensation under Regulation (EC) No. 261/2004, reimbursement of my resulting financial losses, and any other remedies available under applicable law.
- Montreal-Marrakech
- Economy
Michelle C
Verified | Aug 1, 2026Premium economy
Denied accomodation for injury - terrible customer service
I tried to book a comfort seat prior to my flight. I was given the run-around by customer support (i.e. told Travelocity must book it - they tried, they couldn't). Kept getting told someone would call me back for two weeks (no one did), on the LAST day before my flight told I needed a medical note (I wanted an extra seat due to a herniated disc). I finally asked to upgrade to bulkhead so that I could stand; this was confirmed on the phone, and I was charged extra. My seat was not bulkhead (with a wall in front), so I was trapped for the flight and couldn't stand. The actual bulkhead seats that I thought I booked were empty, but the flight attendant would not allow me to move there. I was in terrible pain for days following the flight. On the phone, I had asked to escalate and speak to a supervisor- was denied that option. The whole experience was terrible, and I must have spent 10 hours on the phone.Overall
- terrible customer service prior to flight and on-board
- Premium economy
- Desired solution
Mathias S
Verified | Jul 23, 2026Lisbon-Nice
Economy
Successful claim
I went to nice for a wedding party and this disrupted my plans. i purchases all i need in one store. the stores is called SNATCH in ST Tropez. the receipt they gave me was not itemized.
- Lisbon-Nice
- Economy
- Successful claim
Abdul Kareem A
Verified | Jul 19, 2026Abu Dhabi-Amman
Economy
Subject: Formal Complaint Regarding Flight Cancellation and Disruption to My Travel Plans Dear Etihad Airways Customer Relations Team, I am writing to submit a formal complaint regarding the cancellation of my original flight from Zayed International Airport, Abu Dhabi, to Queen Alia International Airport, Jordan. My original flight was scheduled to depart at 9:20 PM, with an expected arrival time in Amman at approximately 11:30 PM. I arrived at Zayed International Airport as scheduled, expecting to travel on my booked flight. However, after arriving at the airport, I was informed by the airline staff that my flight had been cancelled. I was advised that the reason for the cancellation was that the aircraft was full and there were no available seats. As a result, I was provided with an alternative itinerary that included a transit stop in Bahrain with an approximately 3-hour waiting period, which was a significant change from my original direct travel plan. This last-minute cancellation and change of itinerary caused me considerable inconvenience, stress, and physical exhaustion, especially as I only became aware of the situation after arriving at the airport and having my travel plans changed unexpectedly. I appreciate the compensation of 200 provided through the Etihad application; however, I kindly request a full review of my case and consideration of appropriate additional compensation for the inconvenience and disruption caused. I would also appreciate a clear explanation regarding the reason for the cancellation and the decision-making process that led to this situation. Thank you for your time and assistance. I look forward to receiving your response. Kind regards, Name:Abdul Kareem Booking Reference:XAW77R Flight Number:EY587 Travel Date:13/Jul/2026
- Abu Dhabi-Amman
- Economy
Julie C
Verified | Jul 17, 2026Lisbon-Lyon
Economy
TAP airlines forgot to put our 2 suitcases in the plane Lisbon to Lyon. Then we had to take another flight Lyon to Corfu Greece to go on a cruise boat. We arrived in Corfu with nothing : no suitcase, no clothes, no medecines for 4 persons travelling. We hardly found clothes to buy, but we managed cheaply to buy 2 clothes each to stay 7 days on a boat with no access to our suitcases. They were finally found and sent to a place in France where we went 10 days later to get them.
- Lisbon-Lyon
- Economy
Arun M
Verified | Jul 16, 2026Lisbon-London
Economy
Successful claim
My daughter and I flew from Lisbon to London Heathrow on TAP flight TP1356 on 4 July 2026, landing at approximately 10:20. Neither of our checked bags arrived on the belt (mine, tag 0047762507; my daughter's, tag 0047762493). We reported both bags missing to TAP at the airport that day, and TAP's baggage tracing agent, Global Baggage Solutions, opened a file under reference AHL LHRTP36788 (PNR X2ESGV, TAP customer reference 463149632). My daughter was due to start a horse riding summer camp that same week, so with no clothing, toiletries or riding kit for either of us, we had to buy essential replacements in London on 4β5 July: toiletries Β£86.83, kids' clothing Β£525.26, and camp/riding equipment (including boots, a back protector and half chaps) Β£250.37 β receipts for all of it are attached. On 6 July, I contacted Eagle Aviation, the delivery contractor handling our tracing file, first through their website contact form and then twice by email, to arrange delivery once the bags were located: my daughter's bag directly to her camp, and mine to a friend's address in London, since I had to fly back home that same day for a family emergency and couldn't wait to collect it myself. Eagle Aviation's customer service agent confirmed by email they would deliver as instructed, but noted they only deliver within the UK, so my bag couldn't be forwarded on to my home country. Later that day, Eagle Aviation's tracking system confirmed both bags were located and scheduled for delivery between 17:16 and 19:16 on 6 July β already more than two days after we'd landed. Despite my instructions, both bags were delivered to my friend's London address instead of my daughter's being sent straight to her camp. To get it to her without further delay, my friend had to book and pay for a private courier that evening β picked up 20:12, delivered to the camp at 22:03 on 6 July β an added cost of Β£104, receipt attached. My own bag stayed undelivered for several more days and was finally scheduled for delivery on 9 July, between 16:16 and 18:16 β five days after the flight landed.
- Lisbon-London
- Economy
- Successful claim
Abdul Kareem A
Verified | Jul 15, 2026Abu Dhabi-Amman
Economy
Subject: Formal Complaint Regarding Flight Cancellation and Disruption to My Travel Plans Dear Etihad Airways Customer Relations Team, I am writing to submit a formal complaint regarding the cancellation of my original flight from Zayed International Airport, Abu Dhabi, to Queen Alia International Airport, Jordan. My original flight was scheduled to depart at 9:20 PM, with an expected arrival time in Amman at approximately 11:30 PM. I arrived at Zayed International Airport as scheduled, expecting to travel on my booked flight. However, after arriving at the airport, I was informed by the airline staff that my flight had been cancelled. I was advised that the reason for the cancellation was that the aircraft was full and there were no available seats. As a result, I was provided with an alternative itinerary that included a transit stop in Bahrain with an approximately 3-hour waiting period, which was a significant change from my original direct travel plan. This last-minute cancellation and change of itinerary caused me considerable inconvenience, stress, and physical exhaustion, especially as I only became aware of the situation after arriving at the airport and having my travel plans changed unexpectedly. I appreciate the compensation of 200 provided through the Etihad application; however, I kindly request a full review of my case and consideration of appropriate additional compensation for the inconvenience and disruption caused. I would also appreciate a clear explanation regarding the reason for the cancellation and the decision-making process that led to this situation.
- Abu Dhabi-Amman
- Economy
Hamza L
Verified | Jul 9, 2026Montreal-Marrakech
Economy
I am submitting a claim regarding what I believe was a wrongful denial of boarding by TAP Air Portugal on an international itinerary. I respectfully request that my case be reviewed manually, as it involves a dispute over transit requirements rather than a routine delay or cancellation. Flight details * Airline: TAP Air Portugal * Booking reference: YL9NN5 * Ticket number: 0472524539174 * Itinerary: Montreal (YUL) β Lisbon (LIS) β Marrakech (RAK) * Date of travel: July 6, 2026 I am a Moroccan passport holder with a valid Canadian visa. My itinerary involved a single ticket with a connection in Lisbon of approximately four hours before continuing to Morocco. I had no intention of entering Portugal or the Schengen Area. At the TAP check-in counter in Montreal, I was informed that I could not board because Portuguese authorities allegedly determined that I required a transit visa. I explained that, to the best of my knowledge and based on the applicable Portuguese and EU rules, I did not require an airport transit visa for this itinerary. The TAP agent refused to provide any written legal basis for the decision or identify the authority that made it. I was simply denied boarding and left behind in Montreal. Following the incident, I researched the applicable rules and found no official Portuguese or EU provision requiring a Moroccan citizen in my circumstancesβholding a valid Canadian visa and remaining in international transit on a through itineraryβto obtain an airport transit visa. This leads me to believe that TAP may have incorrectly applied the transit requirements and unlawfully refused to transport me. As a result of this denial, I suffered: * Loss of my booked transportation. * Significant financial losses and additional travel expenses. * Loss of time. * Considerable stress and inconvenience. I understand that many denied boarding claims involving missing travel documents are not compensable. However, my claim is fundamentally different. My position is that I did possess the required travel documents, and that TAP incorrectly determined that I was ineligible to travel. I therefore request that AirAdvisor: * Conduct a manual legal review of my case. * Assess whether I am entitled to compensation under EU Regulation 261/2004, the Montreal Convention, or any other applicable passenger protection laws. * Advise whether you are willing to represent me in pursuing this claim against TAP Air Portugal. I can provide my booking confirmation, ticket, passport, Canadian visa, correspondence, and any additional documentation required. Thank you for your time and consideration. I look forward to your response. Sincerely, Hamza Lahlou
- Montreal-Marrakech
- Economy
Harpreet Singh G
Verified | Jul 4, 2026Lisbon-Mumbai
Economy
At frankfurt airport air india did not have counter open. Hence, i called on hotline and after refusing initially, Air India booked a flight for same time next day (24 hr delay), i.e., departing on 28.06.26 at 20:20 hrs. I arrived on 29.06.2026 at around 9 am instead of 28.06.2026 at around 9 am. The person at hotline told to claim compensation on the link he will send but i did not receive any link. It may be noted that i am physically challenged and as the three hotels at airport, viz., sheraton, marriot and hilton were fully booked, i had to book moxy hotel 5-6 km away from airport, which was very challenging. I incurred Eur 15 and Eur 12.82 for travelling to and fro from airport, while EUR 139 was charged by hotel. I had lunch and snacks by paying cash so dont have receipts.
- Lisbon-Mumbai
- Economy
Max V
Verified | Jun 18, 2026Ponta Delgada-Brussels
Economy
Successful claim
Influence by other flights
Our normal schedule with TAP was from Ponta Delgada to Lisbon and then to Brussels. The flight in Ponta Delgada was held back very long on the tarmac because of (apparently) missing maintenance papers. This meant that we missed our flight from Lisbon to Brussels. (Both were operated by TAP). We were then put by TAP on a flight from Lisbon to Malaga (operated by TAP), from where we had to take a flight from Malaga to Brussels (operated by Brussels Airlines). This without any choice, any real communication and a small child with us. All in all, we arrived more than 6 hours later in Brussels than planned, and (to top it off) our bags did not follow. (to this day I am waiting on the final bag which is, apparently, still in Lisbon airport...) Our car keys were also in our checkin bags, so we had to take an uber home and pay extra fines in the Brussels parking because my car overstayed the reservation.- Ponta Delgada-Brussels
- Economy
- Successful claim
David B
Verified | Jun 6, 2026Lisbon-Washington
Economy
Strike
Due to the cancellation of Flight TP231, TAP advised us to rebook our travel. As a result, our family incurred significant additional expenses, including extended lodging, transportation, meals, and costs associated with modifying or forfeiting non-refundable reservations.- Lisbon-Washington
- Economy
Roderick P
Verified | Jun 2, 2026Lisbon-London
Economy
Successful claim
I was put on standby and the flight was full so they put me on another flight which departed over three hours later
- Lisbon-London
- Economy
- Successful claim
Gretchen S
Verified | May 22, 2026Lisbon-London
Economy
We arrived at the airport with the suggested amount of time before our flight. After going through security, we immediately got in the outrageously long passport control line spanning the length of the airport. We waited in the passport control line for over an hour and 45 minutes. When we got through the line, we ran the whole way to our gate, arriving at 11:00 am for our 11:15 flight to find the doors closed already as they were using buses to drive everyone to a secondary location to board the flight. The situation was completely out of our control as we were not informed in advance the major delays that the passport control line was causing, and could not prepare accordingly. The airline would not rebook us and said we had to purchase entirely new tickets in order to reach our destination. So we went through the process of booking new flight tickets that cost us an additional almost $700 US dollars, adding up to over $1000 US dollars total between the two bookings, and were delayed several hours in reaching our destination.
- Lisbon-London
- Economy
Lian C
Verified | May 17, 2026Lisbon-New York
Economy
Racism and wrongfully charge on baggage
Economy 47 ΰΉΰΈΰΈ¨ΰΈfinad Booking code X46UQD Ticket number 0472522866030 Content of file IMG_7940.jpeg IMG_7939.jpeg Comments Dear Customer Service,l am writing to formally report multiple serious concerns regarding my recent travel experience with your airline.1. Discriminatory Treatment and Improper Baggage ChargesWhile at the airport, I received a message stating: "Your flight is full. Hand baggage (55Γ40Γ25cm, 10kg) can be loaded to the hold. Drop it at Check-in, for free." Following these instructions, I approached the check-in area with my two companions to drop off our carry-on luggage and backpacks.Our bags weighed approximately 11-12 kg, and my backpack weighed about 3.5 kgβidentical to what l had when traveling previously without issue.However, Agent Manuel S. Monteiro insisted that we pay β¬125 for one of the bags. When I explained that we were following airline instructions, he responded unprofessionally, stating: "I don't care if you came here by boat or swam here. This is what I am saying and you have to do it." He refused to let us proceed otherwise.Even after rearranging our belongings 6:07 47 stating: "I don't care it you came nere by boat or TAP AIR PORTUGAL otherwise.t belongings to meet the i nued to enforce the chu. g une, we observed other passengers nearby with significantly heavier luggage being allowed through without any additional fees.His conduct was rude, aggressive, and, in our experience, discriminatory. He made comments that we perceived as humiliating toward our nationality in front of other passengers and staff.l spoke with an airport manager afterward, who acknowledged that this agent has a known pattern of inappropriate behavior, but advised me to escalate the matter directly to your company.2. Poor In-Flight ExperienceAdditionally, the return flight itself was extremely uncomfortable and not managed appropriately by the cabin crew. Two minor passengers seated behind me were repeatedly kicking my seat, screaming, and yelling throughout the flight. Although a flight attendant briefly asked them to stop once, no further action was taken when the behavior continued. The children were not separated, despite their parents being seated in a different row, and the disruption persisted for the duration of the flight. Furthermore, the cleanliness of the seating area was unacceptable. The tray tables were visibly dirty upon use, with juice residue dripping from one and food stains present on another that my companion used. This reflects a lack of proper sanitation between flights.Requested ResolutionGiven the above, I respectfully request: A full refund of the β¬125 baggage charge.A formal investigation into Agent Monteiro's conduct. Appropriate corrective action regarding staff behavior and enforcement of policies.Review and improvement of in-flight cleanliness and passenger management procedures. understand and respect airline policies; however, they must be applied consistently and professionally. Additionally, passengers should be able to expect a clean and reasonably controlled cabin environment.I would like to continue using your airline in the future, but this experience must be addressed appropriately.Thank you for your time and attention. I look forward to your response. Sincerely, lian chinOverall
- Wrong family we charge on baggage and racism
None
- Lisbon-New York
- Economy
- Loss: β¬125
- Desired solution
Refund
Maria C
Verified | May 9, 2026Lisbon-New York
Economy
Successful claim
I am writing to formally request reimbursement or compensation regarding a flight I was not allowed to board on May 4, 2026, caused by exceptionally long border control delays at the airport that were entirely outside of my control. I arrived at the airport with sufficient time before departure and completed check-in on time. However, the border control/security processing delays exceeded two hours, preventing me from reaching the departure gate before boarding closed. Despite explaining the situation to TAP staff, I was informed that my only option was to purchase a new ticket, which cost me $696.83. I understand that airlines may not always be directly responsible for airport border control operations, but I believe the circumstances were extraordinary and beyond my control. I acted responsibly by arriving at the airport on time and complying with all travel procedures. The additional expense imposed on me was significant and unexpected. The Airline representative in the TAP office only said, "I am sorry, you need to buy a new ticket" and ignore my explanation. Because I am a care taker for my ill mother, i had to make extra arrangements for her to be cared for while I arrived. Therefore, I respectfully request that TAP Air Portugal review my case and consider one of the following remedies: Full reimbursement of the replacement ticket cost ($696.83) Unnecessary expenses in hotel, transportation fees and food I would appreciate your review of this matter in good faith Flight details: Original flight number: 209 Date of travel: May 4, 2026 Route: Lisbon to JFK new york Booking reference: ZZV3EC Ticket number 0472524968855 Replacement ticket details: Amount paid: $696.83 New flight number/date: 209 on May 5th 2026 Route lisbon to jfk new York Booking Y9VFJV Ticket number 0472524602466 Thank you for your time and consideration. I look forward to your response and hope we can reach a fair resolution. And that I remain flying with TAP. Sincerely, Maria Chacon Sra.chacon@yahoo.com 9178645937
- Lisbon-New York
- Economy
- Successful claim
Dominica W
Verified | May 1, 2026Lisbon-Chicago
Economy
First of all i paid EXTRA for this suitcase of 140 USD, and then they loose it and evrything i needed for my trip is in that bag (all my summer clothes, shoes, outfits for vacation and graduation, vitamins) and i still have not received it and i leave today. As well as i would like to be reimbursed the 140 i paid to bring this suitcase and a reimbursement on my carry on luggage they MADE me check in and then they broke and cant use again, which i filed a claim for because that was the only carry on i had.
- Lisbon-Chicago
- Economy
Anonymous member
Verified | Apr 21, 2026Economy
We were offered the opportunity to travel by bus instead flight..
John Sugrue and Elena Sugrue booked on a flight from Stockholm To Faro via Lisbon booking reference ZNMVDE, however our journey was interrupted in Lisbon as the time was too late to fly to Faro. We were offered the opportunity to travel by bus to Faro very late at night. However we already had a long day and we would have too look for a Taxi from Faro to Tavira in the early hours of the morning. We asked the TAP representative to book and pay for a hotel night in Lisbon, however the representatives said that they only had the bus trip to offer, or travel with TAP on the following morning. We booked and paid for the hotel in Lisbon as well as the 2 taxi fares, and travelled with TAP the following morning. We are very unhappy with this extra cost and want TAP to reimburse us in full for the extra charges we had to incur, through no fault of our own- Economy
- Loss: β¬120
- Desired solution
Expenses reimbursement
Svetlana A
Verified | Apr 8, 2026Bissau-Copenhagen
Economy
Successful claim
The flight was not disrupted, the bag simply did not show up. 1 bag was missing The airline did not provide me with any cash or help in this situation. The last time I saw the luggage was at check-in counter in Bissau (OXB) I did not declare the value of the luggage and it was not overweight. I filed a PIR in the airport immediately after I had arrived and realized that the luggage was not there. The airline emailed and confirmed that the bag is lost, but refused to pay out compensation.
- Bissau-Copenhagen
- Economy
- Successful claim
Marek S
Verified | Mar 25, 2026Warsaw-Funchal
Economy
Technical problems
We, as family of 5 people (Marek Szymanski, Justyna Szymanska, Martyna Szymanska, Julian Szymanski, Gabriel Szymanski), had the reservation number MUHYRY with following flights: Warsaw-Lisbon TP1205 02.07.2025 17:40-20:55 Lisbon-Funchal TP1695 02.07.2025 22:20-00:10 As mentioned by the Check-In staff and then by Aircraft staff, due to technical issue, the flight TP1205 has been started with delay and finally the plane landed in Lisbon at 23:40 on 02.07.2025. Due to that fact, we could not be early enough to get the second flight TP1695. Airport staff on the airport apron in front of buses mentioned that this flight would not be available for check-in anymore. Even we found the right gate at once and ran with kids this gate was closed earlier and staff informed that check-in is complete, and we cannot enter. We were proposed to use the flight next day 03.07.2025 at 11:35am where departure was again delayed to 1:50pm. Finally, within the whole MUHYRY reservation, the last flight departed to final destination on 03.07.2025 05:15pm so in total 17 hours after schedule. Due to delay we were not able to see all planned attractions, we were totally tired, all of us were very disappointed, we also paid accommodation for first night that was not refundable.- Warsaw-Funchal
- Economy
Rafael Alberto P
Verified | Feb 24, 2026Rome-Genoa
Economy
Successful claim
No reason given
My flight TP7158 from Rome Fiumicino (FCO) to Genoa (GOA) on 22 February 2026 at 17:20 was cancelled by TAP Air Portugal. I was notified on 20 February, less than 48 hours before departure. I was travelling on a single booking (PNR: C2WPD6) from Boston (BOS) to Genoa (GOA) via Lisbon (LIS) and Rome (FCO). The full original itinerary was: TP218 BOS-LIS on 21 Feb, TP832 LIS-FCO on 22 Feb, and TP7158 FCO-GOA on 22 Feb arriving at 18:30. After multiple calls to both eDreams (booking agent) and TAP, I was rebooked on flight AZ1395 (ITA Airways) departing Rome on 23 February at 13:30, arriving Genoa at 14:40. This resulted in a forced overnight stay in Rome and a delay of approximately 20 hours at my final destination. TAP confirmed via email that I should arrange my own accommodation and meals and submit receipts for reimbursement. I incurred expenses totalling β¬155.30 for hotel, meals, transportation and communication during the overnight stay. At no point was I offered any compensation, vouchers or on-the-spot assistance by the airline.- Rome-Genoa
- Economy
- Successful claim
Maria Helena F
Verified | Feb 15, 2026Oslo-Lisbon
Economy
No reason given
TAP booked an alternative flight for the 4th July. The reason presented was that there had been a last minute change in the carrier and my dog could not be transported. I was offered a refund for my dog, which was not an option due to the short notice. I had booked a stay on a boat at a marina in Portugal and lost five days of holidays. I was wondering if I can add the cost of the marina for the five days. I have made contless phone calls to the airline after the claim was submitted without any outcome.- Oslo-Lisbon
- Economy
Michael R
Verified | Feb 9, 2026Lisbon-London
Economy
Successful claim
I spoke to an advisor on the phone who said they were helping me with my claim. Then i received an email with this code on. I was told to access my case with this code. On using today the company has no connection to my case and that i should fill out another complaints form. This I did before I had to eventually call. I'm just sent around in circles
- Lisbon-London
- Economy
- Successful claim
Yurii B
Verified | Feb 8, 2026Paris-Lisbon
Economy
No reason given
There was no information about flight cancellation right until we were on our way to the airport. TAP notified us about 2 hours before the scheduled onboarding time. There was no clear communication at the airport, and after about an hour, we were updated with the new proposed flight for the next day, Dec 31st. Even though there were other flights later that day from Paris to Lisbon, even from TAP. We declined the proposed flight and bought another flight from CDG to LIS later that day with EasyJet. Refund request didn't work in the TAP app. I had to write an email with a full refund request, including statutory 250 euro compensation per person, which they refused to pay. I only got compensated for the original ticket price (minus TAP processing fee ~20 euros). * We arrived in Lisbon around 23:10 * There were no explanations; all flights from ORLY were not affected. Even to ORLY->LIS flights earlier and after were operational, except for this one. * No care was provided. * Had to book a later flight and deal with a late car pick-up from the rental company (Tangerine). Who gracefully waved their late pick up fee (~50 euros).- Paris-Lisbon
- Economy
These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).
Flying with TAP Air Portugal should be simple and enjoyable, but we get it. Travel plans don’t always go smoothly. If you’ve had a delayed or cancelled flight, missing baggage, or a frustrating experience with customer service, you’re not alone. In this guide, we’ll show you how to reach TAP, give you insider tips to strengthen your case, and explain what to do if you don’t hear back from the airline.
Start Here: Complaint or Claim?
Before you reach out to TAP, take a moment to figure out what kind of issue you’re dealing with. Are you simply giving feedback (a complaint) or asking for compensation (a claim) because your travel plans were disrupted?
- Complaints: This includes rude or unhelpful staff, poor onboard meals or entertainment, uncomfortable seating, long hold times on customer service calls, unanswered emails, or problems with the TAP website or app. These are the kinds of issues where you’re asking for an apology or feedback, so the airline can improve your next experience.
- Claims: Issues like flight delays and cancellations where you could be entitled to €250–€600. This is about getting money back or compensation for your inconvenience.
Understanding the difference helps you choose the right TAP contact method and get a quicker resolution.
TAP Phone Numbers
Calling is ideal if your travel is within 48 hours and you need immediate assistance. Be prepared for potentially long hold times as many passengers report waiting 15–30 minutes or more, especially during peak travel periods. Have your booking reference ready for faster service, and try calling early in the morning for shorter queues.
Purpose | Phone |
Customer Care (US) | +1 800 903 7914 |
Customer Care (UK) | +44 20 7660 6063 |
Customer Care (PT) | +351 218 415 000 |
Baggage (US) | +1 905 694 1736 |
Baggage (UK) | +44 330 094 8771 |
Baggage (PT) | +351 707 205 700 |
For other countries, check TAP’s Contact Us page.
TAP Customer Service Emails
If you prefer to write out all the details of your issue or need to send supporting files like receipts, photos, or boarding passes, email can be a good option. It’s slower than calling though. In fact, TAP often replies within a few business days, but sometimes it can take longer depending on how busy they are.
For a smoother experience, keep your message clear and concise and use an informative subject line like “Flight Delay Complaint – Booking Ref XYZ.”
- General Customer Care (US/UK): talktoususa@tap.pt
- Baggage Services: Mhb.yyz@swissport.com
TAP Contact Forms
TAP’s online forms are a really handy way to submit a complaint or request. Instead of your email sitting in a general inbox, the form sends your issue straight to the right department for quicker processing.
Credit: TAP Portugal
You’ll see different forms for refunds, flight delays, baggage problems, and accessibility requests, which means your message won’t get lost in the system.
Be sure to take a few extra minutes to fill out every field and attach supporting documents like boarding passes, receipts, or photos. This helps TAP’s team understand your case faster and gives you a better chance of a helpful response.
TAP’s online forms are useful for:
- Flight delays or cancellations
- Refund requests
- Special assistance needs
- Lost or damaged baggage
TAP on Social Media
TAP’s social media team can sometimes respond faster than email or phone. Reach out via:
- Facebook: https://www.facebook.com/tapairportugal
- Twitter/X: https://twitter.com/tapairportugal
- Instagram: https://www.instagram.com/tapairportugal/
Also, send a direct message rather than posting publicly to protect your privacy and avoid scams. Social media is great for quick questions, flight status updates, or nudging TAP if you’re waiting for a reply on another channel.
Expert Tips for Success
Before you contact TAP, it helps to know what can make your complaint or claim go more smoothly. Here are some tips to help you prepare:
- Take a deep breath and stay calm, even if you’re feeling frustrated. A friendly tone can make a big difference, and agents are much more likely to try and help you if you sound reasonable and patient.
- Share all your details upfront so you don’t get stuck in endless email threads. Pull together your boarding passes, e-ticket confirmations, luggage tags, receipts for any extra expenses, and photos of damaged items. These little details help TAP’s team verify your case faster.
- Keep track of everything, and save copies of every email, write down the names of any agents you speak with, and note call times. This will save you stress if you need to follow up later.
- Know your rights under EU 261/2004, so you can feel confident about what you’re asking for. Understanding your entitlement to compensation puts you in a stronger position when dealing with TAP.
Can’t Get a Response from TAP? AirAdvisor Can Help
If TAP doesn’t reply or if you would rather have an expert handle the process for you, let AirAdvisor step in.
We can handle your claim from start to finish, and it only takes a few minutes to beginJust enter your flight details below to see if you’re eligible for compensation, and we’ll walk you through all the rest.Check Your Flight
Common Questions
Still seeking answers? You might find them below:
Is it worth complaining to TAP?
Yes, it's worth voicing concerns to TAP as they may address genuine issues, offer resolutions or compensate for disruptions.
How much does TAP charge for special assistance?
Airlines under EU regulations, including TAP, are required to provide basic special assistance to persons with disabilities or reduced mobility at no extra charge.
Can you sue TAP?
Yes, like any other business entity, you can take legal action against TAP if you believe they have violated your rights or contractual obligations. However, it's recommended to consult with a legal professional about the specifics of your situation before doing so.
How reliable is TAP?
TAP Air Portugal is Portugal's national flag carrier and has been in operation since 1945. It's generally considered reliable in terms of flight operations and services, but individual experiences may vary. It's always beneficial to check recent reviews or performance metrics.
Author:
Joanna TeljeurJob/Position: Senior Editor & Content Lead
Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development, specialising in consumer rights, aviation law, and public-interest reporting. Her work focuses on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.
TAP Air Portugal customer support contact details
Website:
www.flytap.com
Phone
+351 211 234 408
Mailing Address
TAP Air Portugal Lisbon Airport Building 25 Lisbon Portugal 1700-008
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