TAAG Angola reclamações: dicas para contactar o apoio cliente

Ao chegar a Luanda, para o voo de conexção, o voo foi cancelado sem nunca ser dada mais informação sobre o porque, mesmo quando perguntado no apoio ao cliente. O voo de substituição - que foi apenas no dia seguinte - também atrasou mais de 4h. Também não houve qualquer justificação para este atraso. Envio abaixo o email enviado por mim à TAAG, To whom it may concern, I would like to hereby request a compensation for my flight ticket booking number 118 9727092391 from the 25th of November 2023 departing from the Lisbon Airport, Portugal (within the european union) to the International Airport of Cape Town, South Africa (expected to arrive on the 26th of November 2023, only arrived on the 27th of November) operated by TAAG airlines flight number DT653. During my trip, my connecting flight in Luanda (Angola) scheduled to leave at 9am on the 26th of November was cancelled (DT579). This cancellation was announced upon arrival on the Luanda Airport, thus, according to the Regulation (EC) No 261/2004 it is ground for compensation as (1) my flight departed from an EU based airport; (2) the connection flight cancellation was informed to me less than 14 days prior to the scheduled departure date; (3) the replacement connection flight provided by the airline was 24h after the original connection flight and was also delayed by 3h30min. Detailed justifications of my claim for compensation are listed below: When the cancellation of the connection flight was informed to the passengers, there was no clear information about how to proceed. We were redirected to the TAAG service desk to request a substitution flight. At first we were assured everyone would get a flight on the current day, however, as passengers were reallocated to other flights, available seats ran out, the only option provided to me was to fly on the following day, the 26th of November. Although the company provided the remaining passengers, who like me, did not get a prompt connection flight on the day,with Hotel and transportation, this was also dealt with rather poorly. - It took about 5 hours in a line at the TAAG service desk to get our flight rebooked; - After this long and stressful wait we were asked to go pick up our bags at the lost and found, which was also not working properly - at the moment we arrived at the lost and found, no airport personnel was present, neither were our bags. There was a local phone number available to call for information and when calling this number several attempts had to be made to get a reply. Bear in mind, no person that was forced to stay in Luanda due to this cancellation had an Angolan phone number, thus calling this internal number involves extra fees; - Once the bags were finally handed out to us, we were taken to the transportation vehicle for the hotel. At this moment, our passports were taken from us, without much information and without any paperwork being handed to us, proving that they were being kept for the reasons that were told to us (as we did not have VISA for Angola we could not enter the country, thus TAAG, Luanda airport and SEF had to sign a paper stating that they would keep our passports and we could go to the hotel - however, I personally did not get neither see this signed paper regarding my passport). - Adding to the already long list of poor communication and stressful waiting periods, once we arrived at the hotel we had to wait at least another hour (and ask repeatedly and insistently) at the front desk to be given room keys. At this time, we were told our check out and departure from the hotel to the airport the following day would be at 6am. This information was also wrong as we were requested to leave our rooms at 5h30 the following day. To add to the already long list of justifications for my request for compensation, once more on the following day on the airport there were several incidents of miscommunications: (1) lack of information about where our passports were, (2) long waiting periods to get any sort of answer; (3) no justification for delays or changes. The replacement connection flight was delayed by 3h30 min. With a departure scheduled at 9am from the Luanda airport, at that time all passengers were still in the boarding waiting room. When TAAG personnel were asked whether the flight would be delayed the answer was consistently that the flight was predicted to leave on time. This answer remained until 10am. At this moment we were asked to board the bus that would take us to the airplane, only to wait for 30 min inside the vehicle and then be asked to go inside the airport again. Once more, here when asked, TAAG staff members gave out misinformation, indicating that it would only take 15 min more. The replacement connection flight left Luanda airport at 12h30 and arrived at Cape Town international airport at around 17h from the 27th of November 2023 (more than 27h delayed from our original cancelled flight). This information, which at the time was available online, is currently available freely on the following link (https://airportinfo.live/flight/dt579) but much more difficult to find. The cancellation and subsequent delay of my replacement connection flight had a very serious impact on my travel arrangements, as I was travelling to attend a conference starting on the 27th of November at 9am and missed the whole first full day of this event. As a final note, when asked for reasons for the cancellation and delays we were never given a specific response. The reply was always that it was due to "technical reasons". Further, when specifically asked for a document stating such reasons this was denied and we were told the replacement boarding pass was the proof. I am more than available to clarify any additional questions you might have and I await your response regarding this very unpleasant matter Best regards Katia Jesus Ao qual a resposta veio apenas passados 2 emails extra de chamada de atenção a pedir clarificação (2 meses depois do primeiro contacto) e deixo abaixo: Dear Mrs. Katia Jesus, We sincerely apologise for any inconvenience caused by the cancellation of flight DT579 from Luanda to Johannesburg. We understand the frustration and disruption this may have caused to your travel plans, and we deeply regret the inconvenience experienced. Please know that the decision to cancel a flight is not one taken lightly by any organisation. In this instance, unforeseen circumstances necessitated the cancellation, and we worked diligently to mitigate the impact on our passengers. We hope that accommodating you at a hotel and arranging for your travel to your final destination the following day has helped remedy the situation to some extent. Furthermore, we want to assure you that we are more than willing to provide a declaration letter should you choose to claim through your insurance. Our team is committed to assisting you in any way we can to facilitate this process. Once again, we extend our sincere apologies for the inconvenience caused. Please feel free to reach out to us if you require any further assistance or have any concerns. Your satisfaction and comfort are of utmost importance to us, and we appreciate your understanding and patience in this matter. Thank you for choosing TAAG, Angolan Airlines. We look forward to serving you again in the future under better circumstances. Kind regards, Customer Care

Prezado(a) Senhor(a), Permita-me, por meio desta correspondência, expressar com profunda consternação e pesar a minha insatisfação em relação à lamentável experiência que eu, Claúdia da Silva Costa, e meu esposo, Jesoaldo Peres Costa, enfrentamos durante o dia fatídico de 06/10/2023, quando estávamos programados para embarcar no voo DT651 com a reserva TSNEAD, operado pela renomada companhia aérea TAAG. Naquele dia, nossa expectativa era de uma viagem tranquila e pontual, com a partida confirmada às 09:40 da manhã. O check-in transcorreu de maneira habitual, e tivemos a certeza de que nosso voo estava devidamente confirmado. Contudo, ao chegarmos ao aeroporto, deparamo-nos com uma notícia devastadora: nosso voo havia sido CANCELADO. Essa abrupta reviravolta ocorreu sem prévio aviso e sem as informações necessárias para entendermos a razão dessa terrível decisão. À mercê da incerteza e desamparo, passamos mais de quatro angustiantes horas no aeroporto, esperando desesperadamente por respostas e uma solução para o nosso dilema. Infelizmente, as causas do cancelamento permanecem envoltas em mistério até o presente momento. A título de solução, foi-nos oferecido um novo voo pela companhia TAP, com partida às 23:35 do mesmo dia, saindo do Aeroporto de Lisboa e com destino ao Aeroporto de Guarulhos, em São Paulo, o mesmo destino de nosso voo original pela TAAG que foi abruptamente cancelado. Aceitamos essa alternativa, apesar de todas as adversidades e desconfortos que enfrentamos. No entanto, o cancelamento do voo DT651 gerou uma série de transtornos adicionais. Fomos obrigados a suportar mais de 11 exaustivas horas de espera pelo próximo voo, durante as quais enfrentamos despesas inesperadas e extremamente desconfortáveis. O cerne de nosso problema reside no fato de que, contando com a certeza do voo DT651 da TAAG, planejávamos chegar ao Aeroporto de Guarulhos, em São Paulo, por volta das 3:30 da madrugada do dia 07/10/2023, a tempo de embarcar em nosso voo subsequente para Brasília, operado pela LATAM (voo LA3261), previsto para às 6:10 da manhã do mesmo dia. Entretanto, devido ao atraso causado pelo novo voo da TAP fornecido pela TAAG, alcançamos nosso destino final somente às 5:39 do dia 07/10/2023, com mais de duas dolorosas horas de atraso em relação ao horário previsto de chegada do voo DT651 da TAAG. Como resultado, perdemos nosso voo LATAM (LA3261) de São Paulo Guarulhos para Brasília. Infortunadamente, fomos compelidos a adquirir um novo voo para atingir nosso destino final, Brasília, despendendo 3.828 reais, uma despesa adicional que não estava em nossos planos e que gerou significativo prejuízo financeiro. Tendo isso até hoje não recebemos nada.

O vôo estava planeado para as 11:05h no dia 04/06/2024, vôo DT 573. Quando fizemos o check-in online verificámos que havia um atraso para as 18:00h. Chegámos ao aeroporto, despachámos as malas e nada disseram. Cerca das 20:30h embarcámos. Fecharam as portas. O avião andou uns metros e regressou a seu lugar. Estivemos dentro do avião cerca de uma hora, sem que nada nos fosse dito. Após este tempo, informaram que havia problemas técnicos e que tínhamos de voltar para a sala de embarque, Saímos todos do avião. Por volta das 23:00h informaram que o vôo estava cancelado e que iríamos no dia seguinte. Passámos novamente pelo controlo dos passaportes, fomos buscar as malas. Não forneceram qualquer tipo de apoio para hotel ou para nos deslocarmos. E estamos a falar de Luanda à noite; não há nada e não é uma cidade segura. Tivemos de arranjar uma boleia de uma pessoa que estava à porta das Chegadas. Pagámos 10.000 kz para nos levar a um hotel perto do aeroporto onde também tivemos de pagar a estadia. Só em Luanda gastámos 150.000 kz entre taxi e estadia. Perdemos a noite em Windhoek (quando chegámos tivemos de ir para outro hotel, porque o hotel em que tínhamos reservado no dia anterior já não tinha quartos). Tivemos de pagar o dia em que não utilizámos o carro de aluguer. Tivemos de pagar a noite que não utilizámos em Swakopmund, para onde íamos. No dia seguinte, o vôo para Windoek decorreu normalmente. No futuro, só iremos utilizar a TAAG caso não exista outra companhia aérea. Não é de confiança. Deveriam ter dado suporte aos passageiros, como fizeram os namibianos aos passageiros que não conseguiram regressar a Luanda.