DO NOT FLY TAP PORTUGAL! Booked back in October for a flight to Italy for 6 people. Picked and paid for premium economy seats in the 2, 2, 2 configuration. Come time to check in all the seats were moved, including a mother and daughter to opposite sides of the plane. The worst airline I have ever flown. After an almost 2-hour delay to takeoff, they missed our connection and sent us to another country, adding another 8 hours to our flight. The food was disgusting and inedible. I will pay more for any other airline and will never fly TAP again. Service was terrible, even going as far as to snatch the blanket off my husband's legs during descent with a statement 'no blankets on legs during descent'. I have never had a worse experience in my life. The Lisbon airport and TAP gates were extremely disorganized and they didn't know where the gates were, for any connections. The seats were extremely hard and felt like cardboard under me. And this was supposed to be premium economy. I cannot emphasize enough, DO NOT FLY TAP PORTUGAL!

I had a very disappointing experience with TAP Portugal’s customer service. Our luggage was held for an unusually long time during check-in with no clear explanation, causing unnecessary stress. On top of that, they were not allowed us to bring a small personal package on the plane—even though it met the size limits. The staff insisted we check it in and charged us $145 for it, which felt completely unfair. The agents were unhelpful and unwilling to listen. I expected better service from a national airline. I will never ever flying with TAP again.

TAP Portugal has some of the worst customer service I’ve ever experienced. The agent we dealt with was completely unprofessional, lacked basic knowledge, and clearly had no decision-making authority. She left us multiple times just to “ask her supervisor” for simple questions, wasting our time and showing zero respect. In the end, she still made the wrong call and charged us $145 just to check in my personal bag — something that should have been allowed onboard with no issue. The entire experience felt like a scam, and the staff seemed poorly trained and not customer-focused at all. I left this experience feeling frustrated, disrespected, and taken advantage of. I will never fly TAP Portugal again, and I strongly advise others to avoid them if you value fair treatment and professionalism.

I missed my TAP Portugal flight at Lisbon Airport despite arriving four hours before departure, due to an extraordinary delay at passport control that lasted nearly three hours. Unfortunately, I was not alone—many passengers experienced the same situation and missed their flights that day. What adds to the frustration is that TAP Portugal, although courteous at check-in, refused to rebook my ticket, even under these unusual circumstances. Instead, I was told I had to purchase a new ticket at full fare—about €600, with no accommodation, flexibility, or assistance provided at the customer service counter. The difference in tone between check-in staff (helpful and kind) and customer service staff (rigid and indifferent) was striking. Beyond my personal experience, this raises a broader concern. TAP Portugal is majority-owned by the Portuguese government, which also oversees airport and border operations. While I cannot speak to anyone’s intent, the potential for a conflict of interest does exist. For example, if passport control remains consistently understaffed, leading travelers to miss flights, those travelers may end up rebooking through TAP or spending more days in Lisbon, indirectly benefiting both the airline and the local economy. This is not an accusation, but rather a call for scrutiny and independent review. It’s worth asking: what incentive does the government have to improve airport efficiency if missed flights generate additional revenue? These are fair questions that should be explored by regulators or investigative journalists. To reiterate, I planned ahead, arrived early, and still missed my flight—not because of anything within my control, but because of systemic inefficiencies. I urge others to allow even more than four hours at Lisbon Airport, and I sincerely hope this pattern of travel disruption is addressed transparently and urgently.

I purchased refundable business class tickets on TAP for my wife and myself on a flight on April 29, 2025 from Miami to Milan Malpensa via a connection in Lisbon. I have a service dog because I have severe hearing loss. In addition, I had an accident in 2024 which left me with partial paralysis in my right (dominant) hand which makes handling anything heavy and bulky like luggage very difficult for me. At the time I booked the flight in January, I submitted the necessary Service Dog US DOT forms by email to TAP. I received an acknowledgement of receipt. We checked in for the flight late but there was over an hour before the flight and there was no other passengers at the TAP checking counter at MIA. When we arrived at the counter, the agent began the check in process but said that my service dog was not on my reservation. I had the submitted paperwork and showed her the receipt acknowledgement email from TAP but she refused to check us in. I asked to speak with a supervisor, who was uncooperative as well. Both agents were discourteous and rude. Their refusal to process us in with my service animal was patently wrong and a violation of my rights as a disabled person under ADA laws. I told them I could not be held accountable for their airline’s errors and ineptness. My wife and I had to quickly make reservations at the Hyatt hotel near the airport. I used Hyatt points for what would have cost me $220 for the one night stay I had to spend additional monies for dinner that night as well as tips for assistance with the luggage on both hotel shuttles. I was able to arrange flights on American the next day, April 30th, from Miami to JFK and then a connection on AA to Milan Malpensa. I had prepaid for a night at the Hyatt Centric in Milan, which was not refundable. The cost for the forfeited night was 225 euros. I used award miles for the the AA tickets, which cost me 108,000 miles for tickets in premium economy that would have cost me $5000 on AA if I purchased them. The night of April 29th, I went through all my gmail emails and finally located an email from TAP indicating that the dog was approved for the flight. I requested that TAP refund the cost of the tickets. I had used TAP credit vouchers for portions of both tickets but bought fully refundable business class tickets. They only refunded what I had to pay above the value of the credits. I do not want to ever fly TAP again even if the seats were free.