A LoyaltyLobby reader sent us a question regarding reaching someone at TAP, and many of us are facing the same issue with other airlines.
Readers are encouraged to send us questions, comments, or opinions by email, Facebook, Twitter, or Instagram. We’ll try to cover them here several times a week.
You can access TAP here.
Question From a Reader:
My mom and brother traveled from Spain to visit me for Christmas and New Year (via TAP Airlines) however on the fly back they tested positive for Covid therefore they need to reschedule their flight.
I have been calling TAP over the last 3 days and the phone call keeps getting disconnected (after 2hrs waiting on the line). I’m unable to reach them out and I really need to get this flight rescheduled as soon as possible. There is no option to reschedule over the website. I tried email, facebook, every simple e-channel possible and still unable to get anyone from TAP to help me out.
I don’t know what else I can do! I am almost choosing to buy a flight back via another company.
Any advice on what should I try? Does a foreign air company fall under the US law?
I am glad that the reader’s family members who came to visit them in the States feel better and ready for travel after getting through Covid-19.
TAP is one of the airlines that is very difficult to deal with, even during the best of times that we have covered here on LoyaltyLobby. German court seized the airline’s bank account after it had failed to pay court-mandated judgments.
There are a few ways to get hold of an airline that I have used over the years:
1. Call Them In Other Country
Most airlines have call centers in various countries. So, for example, I have called American in Japan when I have had through getting through their US number, or Finnair in the US when their number in Finland wasn’t picking up.
This does not work with airlines with numbers in various markets, but which all feed to the same call center.
2. Use Social Media (Facebook & Twitter)
The reader already noted that they tried to get TAP’s attention on Facebook, but sometimes Twitter works better that is a medium that businesses tend to take more seriously. Tweet about your issue.
3. Visit Airport Ticketing
Airlines usually have ticketing facilities, not always, at the airport when their check-in is open for collecting various fees and resolving ticketing issues.
I have done ticketing at the airport a few times, including once spending two hours at the LAX United ticketing desk issuing around the world award.
4. Visit CTO (City Ticketing Office)
These used to be prevalent must have mostly disappeared. There are still few around, especially in markets where cash transactions are more common.
5. Use Competent Travel Agent
I use a travel agent to book my complicated tickets that then handles involuntary schedule changes or those I initiate. Obviously, I pay a fee for this, but it saves so much of my time when I can deal with all of this over an email that is acted upon promptly.
Conclusion
Are there any other methods you would suggest to get hold of an airline in the current environment?
It seems almost like some airlines are trying not to allow passengers to contact them to use their existing tickets and vouchers, rather than just buy new ones.
I wish I had TAP-specific information, but I don’t. I threw one of their tickets away earlier this month (LIS-AMS) after my plans for the New Year changed from Europe to Mexico, as I didn’t have to deal with the mess (TAP). I really like Portgual, but not how the country’s flag carrier operates.
