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Contact Information

Mailing Address:

TAP Air Portugal Lisbon
Airport Building 25 Lisbon
Portugal 1700-008

Phone:

+351 211 234 408

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How to Make a Complaint with TAP Air Portugal: Contacts, Email and Form

How to Make a Complaint with TAP Air Portugal: Contacts, Email and Form

Nicolle Harwood-Nash
Last Updated: February 03, 2025

If you face issues while travelling with TAP (Transportes Aéreos Portugueses) Air Portugal, it's essential to know how to submit an effective TAP complaint. At AirAdvisor, our goal is to uphold air passengers' rights. Overall, more than 400,000 clients have trusted AirAdvisor with their flight claims over the last 7 years.

In this guide, we highlight how to address concerns with Air Portugal, detailing issues that give you grounds on which to complain, what details to include when formally submitting a complaint, and tips for effectively engaging with the airline. We also cover how our expert team can assist you with the process. To increase your chances of success, click the button below to get expert help from our team of lawyers.

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What Can You Make a Complaint About

When travelling with TAP Air Portugal, various situations might warrant a complaint and, in some cases, compensation. For instance, you might complain if you face a TAP flight delay, cancellation, denied boarding or miss a connecting flight as a result of TAP's doings.

Should you wonder how long flight delay for compensation, or how to claim cancelled flight compensation, understanding the criteria can help. For prolonged delays (3 hours or more) that disrupt your journey, you can seek TAP delayed or cancelled flight compensation. If TAP cancels your flight without offering a satisfactory alternative, you're entitled to explore the 'cancellation of flight ticket refund' option.

Besides delays and cancellations, there are other scenarios, like issues during booking, in-flight services, or post-flight customer care, where you might lodge a TAP complaint.

Know Your Passenger Rights

Europe air passenger rights are protected by EU261. This regulation mandates that airlines pay compensation for various inconveniences, such as delays or cancellations when travelling within the EU or on an EU-based airline. If you've faced such disruptions, submitting a 261 claim form is your pathway to seeking redress.

How to Make a Complaint to TAP

When submitting a grievance to TAP Air Portugal, clarity and detail are paramount.

  1. Start With Your Personal Information: name (as on passport), contact info, and booking or ticket reference. This aids TAP in recognising and reaching out to you.
  2. Detail Your Flight Specifics: flight date, number, and both the departure and arrival locations. This assists TAP in pinpointing the exact travel event.
  3. Clearly State the Problem: be it a delay, cancellation, or service flaw. Including proofs like boarding passes or photos strengthens your case.
  4. Mention What You Seek: whether it be compensation, apology, refund, or service changes. Clear expectations help TAP act effectively. Always communicate professionally to enhance resolution chances.

Ways to Make a Complaint to TAP

Below, you can find information on how to contact the airline:

TAP Complaints Email

They don't provide a complaints email address, though you can start email contact with the airline by submitting a complaints form, found on the 'contacts' page of their website.

TAP Complaints Phone Number

You can call them at any time on +351 211 234 408.

TAP Complaints Live Chat

 They don't offer a live chat on their website but offer online support on Facebook and Twitter.

Disrupted flight? You might have a right to compensation - up to €600.Check Your Flight

How to Fill Out a TAP Complaints Form for Cancelled or Delayed Flights

Claiming compensation from TAP Air Portugal is streamlined with AirAdvisor's support. We manage the complexities, simplifying the process for you:

  1. Begin on the AirAdvisor website by selecting 'Check Compensation' to initiate your claim. Input particulars of your disrupted TAP flight: flight number, date, and disruption type (delay or cancellation).
  2. Depending on your eligibility for compensation, further details, like delay duration or TAP's alternative offers, might be needed next.
  3. Once submitted, our legal specialists thoroughly assess your claim, liaising with TAP to validate facts and negotiate your compensation.

Remember, with AirAdvisor, you benefit from a 'no win, no fee' approach. Fees apply only when we successfully secure your compensation.

TAP Complaint Response Time

TAP Air Portugal is given a 30-day window to address your complaint. In their reply, they'll indicate if your complaint is acknowledged or dismissed, and upon acceptance, they'll present a compensation proposal.

FAQ / Common Questions: TAP Complaints

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.

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Complaints

Antonio Rey

Jan 21, 2025
When I checked on the tap air Portugal they told me I could not board the plane because there was an error on my last name GabrielRey instead of Rey,my middle name is Gabriel,the manager at the counter gave me a 1 800 9037914 I spoke to a man named Miguel,he told me to tell the manager at the counter that he wanted to speak with her she refused and told me I could not board the plane,I had to buy a new ticket otherwise I would had missed the flight, originally I paid $ 456.20 and for the new ticket I paid $ 699.22 according to the receipt which I paid with my debit card.
Carson S

TAP cancelled my reservation with no notification

Jan 18, 2025
Rating - 1Rating - 2Rating - 3Rating - 4Rating - 5

1

At the end of November 2024 I purchased a ticket.  As I was heading the airport today, I tried to check in.  The record locator number was not working, I then called in. I then spoke to an incompetent representative of TAP Airlines that told me that there was an issue with the payment so the ticket was cancelled. I asked if it's the policy of the airline to give a Record Locator number and if there is an issue, to cancel the reservation with no email to the passenger. She said yes. The company does not reach out to the passenger to cancel a reservation. THAT IS THE POLICY, she assured me it is in the training manual. I asked to speak with a supervisor and conveniently they were all in a meeting (on a Saturday). She never asked for a call back number. I
Preferred solution: Compensation
Loss: 100 EUR
Ilaria Ventimiglia

Technical problems

Jan 15, 2025
Subject: Claim for Compensation Under EU Regulation No 261/2004 – Flight TP1866 on 07.01.2025 Dear Sir/Madam, I hope this message finds you well. I am writing to submit a formal claim for compensation in relation to the disruption of my flight with TAP Air Portugal, under the provisions of EU Regulation No 261/2004. Details of the Flight: • Booking Reference: LCUJ75 • Flight Number: TP1866 (Ponta Delgada to Lisbon, 07.01.2025) • Ticket Number: 0472196663200 (Ilaria Ventimiglia) • Passenger Name: Ilaria Ventimiglia • Original Arrival Date: 07.01.2025 (Munich) Incident: The flight TP1866 from Ponta Delgada (PDL) to Lisbon on 07.01.2025 was initially cancelled and subsequently delayed due to a technical issue with the aircraft. As a result, I missed my connecting flight to Munich, which led to an additional 24-hour delay, causing me to arrive in Munich one day later than planned. This delay caused me to miss a full working day on 08.01.2025, forcing me to take an additional day off work. Compensation Request: Under EU Regulation No 261/2004, I am entitled to compensation for the delay and disruption I experienced. I am requesting the following: 1. Refund for Taxi Fare: Due to the delay, I incurred additional travel costs. Please find the attached receipt for the taxi from Ponta Delgada to the airport, totaling €20. (PDF attached: "TaxisPDL"). 2. Compensation for the Flight Delay: According to EU Regulation No 261/2004, the distance between Ponta Delgada (PDL) and Munich (MUC) is 3230 km, which qualifies me for compensation of €400 for the significant delay caused by the cancellation and subsequent rerouting. 3. Loss of Income Due to Delay: Due to the delay in arriving in Munich, I lost a full working day (08.01.2025). As I was unable to attend work, I had to take an additional day off. Please refer to the attached payslip (PDF attached: "Payslip_Ila_2024-12") where the lost income is highlighted in green. The value of this lost income is €320 (which corresponds to a working day pay). Total Compensation Request: • Taxi Fare: €20 • Flight Delay Compensation: €400 • Loss of Income: €320 Total Compensation Due: €740 I kindly request that you process this compensation and transfer the total amount of €740 to my bank account as detailed below: Bank Account Information: • Account Holder: Ilaria Ventimiglia • IBAN: DE27500105175443410013 Supporting Documents: • Taxi receipt (PDF: "TaxisPDL") • Payslip (PDF: "Payslip_Ila_2024-12") I trust that TAP Air Portugal will handle this claim promptly. Should you need any further documentation or clarification, please do not hesitate to contact me. I look forward to your confirmation of the compensation as soon as possible. Thank you for your attention to this matter. Kind regards, Ilaria Ventimiglia
Matteo Cappucci

Technical problems

Jan 15, 2025
Subject: Claim for Compensation Under EU Regulation No 261/2004 – Flight TP1866 on 07.01.2025 Dear Sir/Madam, I hope this message finds you well. I am writing to submit a formal claim for compensation in relation to the disruption of my flight with TAP Air Portugal, under the provisions of EU Regulation No 261/2004. Details of the Flight: Booking Reference: LCUJ75 Flight Number: TP1866 (Ponta Delgada to Lisbon, 07.01.2025) Ticket Number: 0472196663201 (Matteo Cappucci) Passenger Name: Matteo Cappucci (and my partner, Ilaria Ventimiglia, for whom a separate claim will be made) Original Arrival Date: 07.01.2025 (Munich) Incident: The flight TP1866 from Ponta Delgada (PDL) to Lisbon on 07.01.2025 was initially cancelled and subsequently delayed due to a technical issue with the aircraft. As a result, I missed my connecting flight to Munich, which led to an additional 24-hour delay, causing me to arrive in Munich one day later than planned. This delay caused me to miss a full working day on 08.01.2025, forcing me to take an additional day off work. Compensation Request: Under EU Regulation No 261/2004, I am entitled to compensation for the delay and disruption I experienced. I am requesting the following: Refund for Taxi Fare: Due to the delay, I incurred additional travel costs. Please find the attached receipt for the taxi from Ponta Delgada to the airport, totaling €20. (PDF attached: "TaxisPDL"). Compensation for the Flight Delay: According to EU Regulation No 261/2004, the distance between Ponta Delgada (PDL) and Munich (MUC) is 3230 km, which qualifies me for compensation of €400 for the significant delay caused by the cancellation and subsequent rerouting. Loss of Income Due to Delay: Due to the delay in arriving in Munich, I lost a full working day (08.01.2025). As I was unable to attend work, I had to take an additional day off. Please refer to the attached payslip (PDF attached: "Payslip_Teo_2024-12") where the lost income is highlighted in green. The value of this lost income is €377.13 (which corresponds to a working day pay). Total Compensation Request: Taxi Fare: €20 Flight Delay Compensation: €400 Loss of Income: €377.13 Total Compensation Due: €797.13 I kindly request that you process this compensation and transfer the total amount of €797.13 to my bank account as detailed below: Bank Account Information: Account Holder: Matteo Cappucci IBAN: DE03500105175422323130 Supporting Documents: Taxi receipt (PDF: "TaxisPDL") Payslip (PDF: "Payslip_Teo_2024-12") I trust that TAP Air Portugal will handle this claim promptly. Should you need any further documentation or clarification, please do not hesitate to contact me. I look forward to your confirmation of the compensation as soon as possible. Thank you for your attention to this matter. Kind regards, Matteo Cappucci Subject: Claim for Compensation Under EU Regulation No 261/2004 – Flight TP1866 on 07.01.2025 Dear Sir/Madam, I hope this message finds you well. I am writing to submit a formal claim for compensation in relation to the disruption of my flight with TAP Air Portugal, under the provisions of EU Regulation No 261/2004. Details of the Flight: Booking Reference: LCUJ75 Flight Number: TP1866 (Ponta Delgada to Lisbon, 07.01.2025) Ticket Number: 0472196663200 (Ilaria Ventimiglia) Passenger Name: Ilaria Ventimiglia Original Arrival Date: 07.01.2025 (Munich) Incident: The flight TP1866 from Ponta Delgada (PDL) to Lisbon on 07.01.2025 was initially cancelled and subsequently delayed due to a technical issue with the aircraft. As a result, I missed my connecting flight to Munich, which led to an additional 24-hour delay, causing me to arrive in Munich one day later than planned. This delay caused me to miss a full working day on 08.01.2025, forcing me to take an additional day off work. Compensation Request: Under EU Regulation No 261/2004, I am entitled to compensation for the delay and disruption I experienced. I am requesting the following: Refund for Taxi Fare: Due to the delay, I incurred additional travel costs. Please find the attached receipt for the taxi from Ponta Delgada to the airport, totaling €20. (PDF attached: "TaxisPDL"). Compensation for the Flight Delay: According to EU Regulation No 261/2004, the distance between Ponta Delgada (PDL) and Munich (MUC) is 3230 km, which qualifies me for compensation of €400 for the significant delay caused by the cancellation and subsequent rerouting. Loss of Income Due to Delay: Due to the delay in arriving in Munich, I lost a full working day (08.01.2025). As I was unable to attend work, I had to take an additional day off. Please refer to the attached payslip (PDF attached: "Payslip_Ila_2024-12") where the lost income is highlighted in green. The value of this lost income is €320 (which corresponds to a working day pay). Total Compensation Request: Taxi Fare: €20 Flight Delay Compensation: €400 Loss of Income: €320 Total Compensation Due: €740 I kindly request that you process this compensation and transfer the total amount of €740 to my bank account as detailed below: Bank Account Information: Account Holder: Ilaria Ventimiglia IBAN: DE27500105175443410013 Supporting Documents: Taxi receipt (PDF: "TaxisPDL") Payslip (PDF: "Payslip_Ila_2024-12") I trust that TAP Air Portugal will handle this claim promptly. Should you need any further documentation or clarification, please do not hesitate to contact me. I look forward to your confirmation of the compensation as soon as possible. Thank you for your attention to this matter. Kind regards, Ilaria Ventimiglia
Joao Paulo

No reason given

Jan 14, 2025
Good afternoon. The Lisbon-Munich flight corresponding to the reservation in question in this request was cancelled due to a tire that was not in good condition. The flight was operated by Lufthansa but was operated by TAP, as mentioned in the attached ticket list. The original departure time would have been 7:30 pm on May 14th. The problem was notified to us at 8:00 pm, by the pilot himself, with all the passengers already on board the plane. We were instructed to wait in the arrivals area, where we were informed that the flight had been postponed until 00:00h. The flight was subsequently delayed a first time to 00:50h and a second time to 01:50h. The actual flight time ended up being 01:58h on May 15th. All of this adds up to a delay of 6 hours and 28 minutes on a 1983 km journey. Fortunately, even with the delay, I was still able to complete the itinerary I had planned, despite having lost my hotel reservation. I hereby proceed with the request for compensation for the delay of this flight. Compliments, John Paul
Tomas Silva

No reason given

Jan 14, 2025
The Lisbon-Munich flight, operated by Lufthansa but operated by TAP, was postponed due to a tire that was not in condition. The original time of departure would have been at 7:30pm on the 14th of May. The problem was notified to us at 8:00pm, by the pilot himself with all the passengers on board of the plane. We were told to wait in the arrivals area, where we were informed that the flight had been postponed to 12:00am. Subsequently, the flight was delayed once again to 12:50am and another time to 01:50am, giving a total of 3 postponements. The effective time of the flight ended up being 01:58am on the 15th of May. All of this accounts for a delay of 6 hours and 28 minutes on a trip of 1983 km. Unfortunately, with the delay, I and two other colleagues lost our reservations at the hotel at our destination, as well as our car rental, and a night's sleep, as we had an appointment at 7am the next day.

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