TAP Portugal changes my flight by 4hours 40 minutes and to a completely different airport!!!!

p9cbs

I phoned TAP Portugal today regarding flights I have for December 2020, I booked them January 2019. They have changed the flight number, booking number, flight time (by 4 hours 40 minutes) and the airport the flight flies from!!!!! I would argue these significant changes suggest my flight has been cancelled and I am therefore eligible for a refund voucher or full refund to my bank account/ card. TAP said that it is their policy to offer a refund/refund voucher only if the flight time is changed by 5 hours. Can this really be the case?? What can I do about this- any ideas??? Thanks for reading.

bradders1983

What is the airport change? Different airports within the same city?

p9cbs

Yes in the same city- it has changed from London Gatwick to London Heathrow.

bradders1983

That is usually a get out clause. However, changing the flight number is NOT, and this will suffice in getting a full refund. Someone will be along shortly to confirm with a link.

p9cbs

Thank-you bradders1983. I have just sent in a complaint form to TAP but they have been notoriously slow in responding to anyone since the lockdown so I don't expect a response for about 6 months!!! Indeed, I am still waiting for a refund from a flight they cancelled in June!!! Interesting because when they cancelled in June, a flight from Gatwick, they were flying from Heathrow but didn't tell me then that I had to accept an alternative airport.

bagand96

Flight number change = flight cancelled = refund.

p9cbs

bagand96 said:

Flight number change = flight cancelled = refund.

I had a similar change with Alitalia- they changed the flight time by just over an hour and the flight number changed. I phoned them and had a refund within 3 days. Its interesting to see how the different companies operate!

Butts

p9cbs said:

Thank-you bradders1983. I have just sent in a complaint form to TAP but they have been notoriously slow in responding to anyone since the lockdown so I don't expect a response for about 6 months!!! Indeed, I am still waiting for a refund from a flight they cancelled in June!!! Interesting because when they cancelled in June, a flight from Gatwick, they were flying from Heathrow but didn't tell me then that I had to accept an alternative airport.

Why are you still waiting beyond the 7 Days stipulated in the PTR's
Chargeback forthwith !!

p9cbs

Butts said:

p9cbs said:

Thank-you bradders1983. I have just sent in a complaint form to TAP but they have been notoriously slow in responding to anyone since the lockdown so I don't expect a response for about 6 months!!! Indeed, I am still waiting for a refund from a flight they cancelled in June!!! Interesting because when they cancelled in June, a flight from Gatwick, they were flying from Heathrow but didn't tell me then that I had to accept an alternative airport.

Why are you still waiting beyond the 7 Days stipulated in the PTR's
Chargeback forthwith !!

What can I do? I have contacted them 4 times asking where my refund is- they just tell me they cannot say when I will get it but it is with the admin team. I have contacted my bank, they say they can't help as TAP have said they will issue a refund. There are thousands of people waiting for refunds from TAP- its all over their Facebook page- tons of complaints. I don't know what else I can do?

Butts

p9cbs said:

Butts said:

p9cbs said:

Thank-you bradders1983. I have just sent in a complaint form to TAP but they have been notoriously slow in responding to anyone since the lockdown so I don't expect a response for about 6 months!!! Indeed, I am still waiting for a refund from a flight they cancelled in June!!! Interesting because when they cancelled in June, a flight from Gatwick, they were flying from Heathrow but didn't tell me then that I had to accept an alternative airport.

Why are you still waiting beyond the 7 Days stipulated in the PTR's
Chargeback forthwith !!

What can I do? I have contacted them 4 times asking where my refund is- they just tell me they cannot say when I will get it but it is with the admin team. I have contacted my bank, they say they can't help as TAP have said they will issue a refund. There are thousands of people waiting for refunds from TAP- its all over their Facebook page- tons of complaints. I don't know what else I can do?

Try educating your bank that you are entitled to a refund within 7 Days of a Flight being cancelled under the PTR's
They should be aware of this, perhaps they are trying to swerve responsibility ? 

bradders1983

A bank would only be "responsible" if the OP is asking for a S75. He needs to ask for a "chargeback".