I would agree that when things go wrong, the staff at TAP have no clue how to solve them. In my case it started with a mistake - mine - I booked myself on a flight twice instead of my husband and myself. To change this I first emailed the given address on the confirmation. This email was returned with the message that the inbox was full. I then was obliged to call (on my mobile) a premium rate number. I was anticipating having to pay an administration charge. Two flights originally (from Schipol to Lisbon return) cost just under 500 Euro. On top of this they told me (after putting me on hold for 15 minutes) that they would charge me 105 euro to change. I asked how this amount broke down because it did not match the charges described on the ticket. I was told that not only did they need to charge to change the name, they also had to rebook the flight and charge me the difference in fare. I expressed my shock at the charge and pointed out that it was not stated in the terms on the ticket. The woman on the phone stated she didnt know anything and that was the price. Faced with loosing the already expensive flight I ask to pay. Not possible. I would have to go to a TAP desk (there is one in the NL at Schipol airport). This had to be paid at least 12 hours before the flight and with the same credit card. I informed her this was cancelled. She informed me I would need a letter confirming this. 4 premium calls later this is still not solved. The woman at the service desk at Amsterdam hung up on me and I'm worried about how to manage to pay them the extortionate amount on time. My bank inform me that to send me the letter regarding my credit card I will need to wait 14 days. It's still not resolved. Goodness only knows what the actual flights will be like!!! Based on the review I just read I'm not holding my breath. Do yourself a favour. Don't fly TAP.
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Jan 10th, 2009
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