“FAILURE OF SERVICE” FROM TAP
In September, I was travelling with TAP from Manchester to Lisbon, then on to Seville. My first flight’s departure was delayed, causing me to miss my connecting flight, which was then cancelled anyway. TAP customer service assured me that I would be given a hotel and meal voucher at Lisbon airport. I was then booked onto a flight to Madrid with an onward connection to Seville. However, I found a direct flight online from Lisbon to Seville leaving the next day and mentioned it to the customer service rep. I was told that it was a replacement for the cancelled flight and that, once confirmed, I would be booked onto it, but I should check with the TAP office upon arrival in Lisbon.
At the TAP customer service desk in Lisbon, I waited a while, and then was told to go to check-in desk 60, who directed me back to customer service. Customer service referred me back to check-in. Finally, a staff member from check-in accompanied me to the customer service desk. She told me that the office would be closing in 20 minutes, and she couldn’t help. She suggested that I spend the night in the TAP lounge and that I was booked onto a TAP flight to Madrid the next day, with an Iberia flight onwards to Seville, arriving 24 hours later than my original schedule.
I booked my own hotel room near the airport, rather than spend the night in the TAP lounge. When I returned to the airport the next day I went to the Premium Service centre for TAP and was told, as a Gold member, I should have been booked onto the replacement flight.
After arriving in Seville, I discovered my luggage had been lost via Madrid to Seville. I filed a lost baggage claim with Iberia. For three days in Seville, I had to buy fresh clothes each day for my business meetings.
I am disappointed and very upset about the failure of service from TAP. Professor Wei Shen, Lancaster