Customer service is poor. Have been waiting for my claim status for weeks - seeking a refund for a business class seat that was purchased, only to board the plane and find out that seat is being repaired and is unavailable.
TAP Air Portugal caused irreparable harm to my family by refusing to transport our rabbit just two days before the flight, despite all prior arrangements. In 2022, my family and I were forced to emigrate from Ukraine to Spain, and in December 2023, we moved to Canada, to the province of Quebec. Unfortunately, our beloved rabbit, who had traveled with us across Europe, had to remain in Spain due to the complex import requirements to Canada, which included quarantine and a special import permit. After settling in Quebec, in the summer of 2024, we decided to travel to Spain to bring our rabbit home. We had already obtained all necessary import permits from the Canadian Food Inspection Agency (CFIA). For those unfamiliar with the process, it requires specifying exact dates, a detailed route, and the name of the person responsible for the import. Any changes to this information necessitate a new application, which takes time. I thoroughly prepared for the trip and contacted several airlines to confirm their policies regarding the transport of rabbits from Lisbon to Montreal. TAP Air Portugal assured me that such transport was possible, but the reservation for the pet could only be made a few days before the flight. We flew to Lisbon and took a bus to Spain, to the city of Ayamonte. While in Spain, I repeatedly contacted TAP Air Portugal to confirm the transfer procedure for our rabbit. He had a microchip, passport, vaccinations, and all required import documents. Each time, I was reassured that everything was fine and there would be no issues. On September 3, just two days before the flight, I called TAP to finalize the booking for our rabbit. To my shock, I was informed that Canada’s pet import regulations had changed in September and that they could no longer transport him. This was devastating news. Later, I contacted the Canadian Food Inspection Agency and was informed that no regulatory changes had occurred on the Canadian side in September. This means TAP’s representatives had provided false information. My family was deeply affected. My daughter cried for two days and didn’t want to leave Spain. When we returned home, where a room had been prepared for the rabbit—with photos, drawings, and toys—she suffered a nervous breakdown. Due to stress, she couldn’t use the bathroom for five days. We took her to the hospital, where she was diagnosed with fecal impaction. She was prescribed medication, which she had to take for a month. Her condition worsened—constant tears, apathy, and emotional instability. Her doctor eventually referred her to a psychologist, understanding that the issue was psychological and caused by the situation with the rabbit. Therapy helped, and we adopted a rabbit from a shelter to support her. However, it could never replace her beloved pet. I continued working on the import documents and bought new tickets for the Christmas holidays to fulfill my promise to bring the rabbit to Canada. Tragically, just a few days before the flight, I received news that our rabbit had died. I won’t dwell on the time, money, and effort wasted—none of that matters. What truly breaks my heart is my daughter, who now faces yet another devastating loss, and I can only hope she recovers from this. TAP refused to show any humanity or flexibility, despite my willingness to pay extra to resolve the issue. Your refusal to help and the provision of false information caused unnecessary suffering. I will never use your services again. I urge you to be more compassionate and considerate of your customers. Solutions are always possible if there is a genuine desire to help. If you had supported us then, I would have been eternally grateful. Please, don’t just sell services—help people. Rest in peace, our beloved Rodik.
Avoid this airline. They will take your money for booking premium seats and they will not honor it. You are better off picking seats upon check-in and not paying the extra fees. They do not provide any proper resolution to complaints. Be warned.
Stay away! My mother booked a flight during the first Covid wave. Flight cancelled (which was not a problem at all) so we asked for a refund. What we got? A credit to use in 2 years. We didn’t want a credit, we asked for a refund. We tried so many times to ask for a refund but only thing we got were: calls with no solution, transfers from one department to another, no sense explanation from the customer support, basically a total joke! While all the other airlines were giving back money to their trusted clients , this one was more worried to keep the money instead. I contacted the customer service, the refund department but nothing. I even called the customer service in the country of destination but nothing. I told them that this flight was not a common route for us and that we were not going to use the credit. Nothing! Like talking to a wall. I honestly suggest you to use another company. Based on this experience I prefer now booking with another airline even if more expensive than this one. You want do you a favor, stay away.
Terrible airline. I wish I could give them 0 stars. Unable to assist. No employees at airports they fly to. Unable to assist with lost baggage. Recommend not flying.
Employees at Lisbon harress north american passengers for paying extra 135 euros over 1 mm baggage size controversy. Be careful and report it. Their airport security already knows about it. They even threatened us multiple times saying "you don't pay, you don't go". Well, TAP sallaries come from us as customers. And we DON'T go with TAP! ;)
On international flights, the privilege of flying business class has its obvious perks! This flight took me from Rome to Lisbon and eventually back to Canada. The service, the space and the food were all enjoyable. The lie-flat sleep provided ample room to get comfortable, relax and get some much needed rest.
TAP Air Portugal is a Canadian Airline based in Mississauga, Ontario. TAP Air Portugal is located at 6301 Silver Dart Dr, Mississauga, ON L4V 1R9, Canada.
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