Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Long Waits for Cash Back

When the COVID-19 pandemic hit in early 2020, airlines around the world were forced to cancel an unprecedented number of flights as borders closed and demand plummeted. Like many other carriers, TAP Air Portugal agreed to offer refunds to passengers whose flights were cancelled due to the crisis. However, two years later, thousands of TAP customers are still waiting to get their money back.

On forums and social media, frustrated flyers share stories of endless hours on hold, unanswered emails, and refund requests that disappear into a bureaucratic black hole. Some customers say they have been waiting over 12 months just to get a response from the airline, let alone see their refund issued.

“I have sent countless emails and spent hours calling their offices, but there is zero progress on my refund from a flight cancelled in March 2020,” said John S., an IT consultant based in Lisbon. “It’s not right that an airline can just take your money and then stonewall you when you ask for it back.”

With rallies banned due to pandemic restrictions, TAP customers have taken to social media to vent their frustrations. On Twitter, Instagram and Facebook, travelers exchange horror stories of refund requests lost in limbo as weeks turn into months without payment.

While TAP has cited the high volume of refund requests and limitations due to COVID-19 as explanations for the delays, critics say other airlines have managed to work through backlogs and process refunds much quicker.

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Frustrated Fliers Demand Action

Outraged and exasperated, TAP customers are banding together to hold the airline’s feet to the fire on refunds. With many still waiting over a year after initial requests, frustrated flyers have had enough of the stalling and subterfuge – they are demanding action now.

On social media, TAP passengers share tales of refund runarounds. John S. has contacted the airline 25 times about a cancelled March 2020 flight, via every avenue imaginable. “I’ve probably spent 15-20 hours on hold over the past year. I email and they say they’ll get back to me, but they never do.” Others report similar experiences: phone agents promise callbacks that never come, while emails disappear into the void.

Gertrude K. is out $5,000 for her late husband’s funeral flights, cancelled by TAP due to COVID-19. “That was our entire funeral budget. Losing that money has been devastating.” She has waited 16 months for her refund, to no avail. “I’m 78 years old. I need that money – they can’t keep it.”

After hitting brick wall after brick wall with TAP, customers are banding together to ratchet up the pressure. Facebook groups have popped up with thousands of members, sharing refund war stories and discussing tactics. “We are not going to let them keep stealing from us,” says group founder Helena S.

Some suggest mass social media blasts to grab the airline’s attention. Others propose protests outside TAP offices or airports. Many simply plead for help: “Does anyone have any ideas? Calling and emailing is useless but I don’t know what else to do.”

Legal action is also mounting. A Portuguese law firm has filed a class action lawsuit against TAP on behalf of thousands of customers demanding refunds. The UK’s Civil Aviation Authority has also launched enforcement action against the airline for flouting consumer protection rules on refund time limits.

TAP states that COVID-19 has caused high call volumes and choked resources, slowing refunds. But even with those obstacles, critics argue the airline has still lagged far behind competitors in getting customers’ money back to them. And with lifesavings and once-in-a-lifetime trips on the line, angry travelers are vowing to keep up the heat until TAP relents.

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Portuguese Carrier Accused of Dragging Feet

Sandra T., a Lisbon-based business consultant, questions why TAP lags so far behind other major European airlines in processing refunds for cancelled tickets. "Lufthansa, British Airways, KLM - they all managed to plow through refunds relatively quickly. But with TAP, it's just excuse after excuse."

She points to TAP's recent financial results as evidence the airline does have the means to pay customers back faster. The carrier reported a strong rebound in bookings in its latest earnings statement.

Titus A., a UK-based management consultant, shares Sandra's skepticism. "TAP keeps claiming they are overwhelmed, but are they really so unique? No other airline seems to be taking quite this long."

He has been waiting 13 months for a refund on his family's Easter trip to Madeira that TAP cancelled at the start of the pandemic. "I know folks who flew other airlines and had refunds within 2-3 months, max."

The firm says TAP is taking 4-6 times longer to process refunds compared to other major European carriers. "TAP is clearly shirking its legal duties," states PGDL senior partner Miguel C.

Jacinta R., a retired school teacher, simply wants the €1500 she is owed back. "That's my whole travel budget for the year. I followed all TAP's rules, but 13 months later, they are still keeping my money."

John S., mentioned previously, echoes Jacinta's frustration. "We did everything by the book, and they just stonewall. At some point, sorry is not enough - you need to actually get the money back to people."

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Class Action Lawsuit Seeks Compensation

After months of refund runarounds, TAP Air Portugal customers are fighting back with a class action lawsuit accusing the airline of "unlawfully" withholding refunds for cancelled flights. Legal experts say the case could set an important precedent - and finally force TAP to pay up.

Filed in a Lisbon court in January 2022, the lawsuit consolidates thousands of individual claims into a single legal action. According to the filing, TAP engaged in "unfair and unjust enrichment" by refusing to issue timely refunds after cancelling customers' flights.

"TAP brazenly flouted the law and snatched revenue by denying refunds," states Andre Santos, Partner at PGDL Attorneys and lead counsel on the case. "This systematic misconduct enriched TAP while leaving its customers deprived."

By pooling resources and court costs, the class action aims to finally make TAP accountable. "As individuals, passengers lack the clout to get TAP to pay attention," Santos explains. "Together, we can force them to follow the rules."

Jacinta R., a retired schoolteacher, eagerly joined the lawsuit after 14 fruitless months seeking a €1500 refund from TAP. "I followed their process. I was patient. But they just ignored me. This legal action is the only hope I have left."

John S., an IT consultant, has faced similar frustrations. "I've sent 25 emails, spent hours on hold. Zero progress on my refund from March 2020." The lawsuit finally offers a path to recoup the €1100 he is owed. "TAP needs this wake up call. They can't keep stealing from customers."

Santos expects an initial ruling within 3-6 months. If successful, TAP would have to immediately pay refunds plus interest - potentially costing the airline millions. "This case tells airlines they can't profit off unlawful conduct. The law has teeth, and there are consequences."

Beyond the immediate impact, experts say the lawsuit could establish an important precedent. "This may be the first class action of its kind in Portugal regarding airline refunds," notes Santos. "It can blaze a trail for holding carriers accountable."

Gertrude K., 78, desperately awaits that accountability. She was forced to cancel her late husband's funeral flights when TAP grounded its planes - and has fought unsuccessfully for a refund ever since. "That was our funeral budget. Losing it was devastating. This lawsuit is my only hope to get that money back."

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - TAP Tightens Refund Policy During Pandemic

As the COVID-19 crisis hit and its flight schedules became a mass of cancellations, TAP Air Portugal quietly moved in early 2020 to amend its refund policy. Consumer advocates say the changes aimed to help TAP cling to as much cash as possible, even if it meant stonewalling customers.

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Travelers Out Thousands With No Recourse

Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Airline Industry Under Fire Over Refund Policies

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Grounded: TAP Air Portugal Leaves Customers High and Dry on Refunds - Passengers Urged to Dispute Charges With Banks

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