“FAIL­URE OF SER­VICE” FROM TAP

Business Traveller - - INBOX YOUR LETTERS -

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

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