The Worst Airline Experience I’ve Ever Had — Zero Customer Care.
I fly 12–16 times per year for business and personal travel, including multiple trips annually to Europe and Portugal to visit my aging parents. I have never experienced service as disappointing and frustrating as what I encountered with TAP Air Portugal.
I booked a business trip from Boston to Barcelona (Confirmation: XCBNOV), connecting through Lisbon. My return itinerary included Barcelona to Lisbon (2/6/26), followed by a Lisbon to Boston flight one week later (2/15/26). Due to an urgent business matter, I made the conscious decision not to board my Friday flight from Barcelona to Lisbon and instead booked a separate flight on Saturday morning. My Lisbon to Boston return flight was scheduled for a week later (2/15/26) — a flight I had already paid for.
Because I did not board the Barcelona–Lisbon segment, TAP Air Portugal automatically canceled my Lisbon–Boston flight scheduled for the following week without any notification or attempt to contact me. I was then forced to purchase a new one-way ticket home from Lisbon to Boston (Confirmation: Z7ZDGI) (2/14/26)— essentially paying twice for my flight home to Boston.
When I contacted multiple TAP offices to resolve the issue, the experience only worsened. The agents were dismissive, uninterested in finding a solution, and showed no concern for customer loyalty or fairness. There was no empathy, no attempt to accommodate a frequent international traveler, and no flexibility despite the fact that my return flight was a full week later and already paid for.
Policies are one thing, but customer service is another. TAP Air Portugal demonstrated neither flexibility nor basic customer care. For an airline that depends heavily on international and repeat travelers, the lack of professionalism and courtesy was astonishing.
I will never fly TAP Air Portugal again. There are many other airlines serving Portugal and Europe that understand the value of customer relationships and loyalty. I strongly recommend choosing an alternative carrier if you expect reliability and respectful service.
Extremely disappointed.
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