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

bagand96

p9cbs said:

bagand96 said:

Point of note, if it's a flight only booking, it is not the PTR's (Package Travel Regulations) that are the effective legislation. It is EC261/2004 that applies to flights. 

Yes it is a flight only. Am I still entitled to a refund? Any advice on how I go about getting this. I have logged a complaint with TAP and phoned them but they say they will not refund ( bear in mind they take forever to respond to emails, if at all) Where go I go from here please?

Yes it does entitle you to a refund. 

What the other posters have said is absolutely right, you were entitled to a refund within 7 days when your flight was cancelled. (Realistically very few airlines were managing 7 days due to the volume of cancellations). 

I was just making the point that if you wish to quite legislation to the bank or airline, it's EC261 that is the relevant one here, not the PTRs (I'm guessing it was just a typo by the other posters)

Go to your bank and ask for a chargeback. Tell them TAP have cancelled your flight but are refusing a refund, which is your right under EC261/2004. 

p9cbs

bagand96 said:

p9cbs said:

bagand96 said:

Point of note, if it's a flight only booking, it is not the PTR's (Package Travel Regulations) that are the effective legislation. It is EC261/2004 that applies to flights. 

Yes it is a flight only. Am I still entitled to a refund? Any advice on how I go about getting this. I have logged a complaint with TAP and phoned them but they say they will not refund ( bear in mind they take forever to respond to emails, if at all) Where go I go from here please?

Yes it does entitle you to a refund. 

What the other posters have said is absolutely right, you were entitled to a refund within 7 days when your flight was cancelled. (Realistically very few airlines were managing 7 days due to the volume of cancellations). 

I was just making the point that if you wish to quite legislation to the bank or airline, it's EC261 that is the relevant one here, not the PTRs (I'm guessing it was just a typo by the other posters)

Go to your bank and ask for a chargeback. Tell them TAP have cancelled your flight but are refusing a refund, which is your right under EC261/2004. 

Fabulous thanks for the info. I have done exactly as you suggest with my bank 

p9cbs

Just phoned TAP after seeing this new evidence on my booking on their website. Can you believe they are saying 'We have not cancelled your flight, we have rescheduled it for one within 5 hours so we cannot offer you a refund'. What a joke!!!

p9cbs

p9cbs said:

bagand96 said:

p9cbs said:

bagand96 said:

Point of note, if it's a flight only booking, it is not the PTR's (Package Travel Regulations) that are the effective legislation. It is EC261/2004 that applies to flights. 

Yes it is a flight only. Am I still entitled to a refund? Any advice on how I go about getting this. I have logged a complaint with TAP and phoned them but they say they will not refund ( bear in mind they take forever to respond to emails, if at all) Where go I go from here please?

Yes it does entitle you to a refund. 

What the other posters have said is absolutely right, you were entitled to a refund within 7 days when your flight was cancelled. (Realistically very few airlines were managing 7 days due to the volume of cancellations). 

I was just making the point that if you wish to quite legislation to the bank or airline, it's EC261 that is the relevant one here, not the PTRs (I'm guessing it was just a typo by the other posters)

Go to your bank and ask for a chargeback. Tell them TAP have cancelled your flight but are refusing a refund, which is your right under EC261/2004. 

Fabulous thanks for the info. I have done exactly as you suggest with my bank 

So, I have tried to do a chargeback with my bank but they say I need evidence from ABTA or ATOL in the form of a headed letter stating that they recommend I go through my bank to reimburse a total of £1180 that TAP owe me. This is a total minefield. As far as I can see TAP Air Portugal are not members of ATOL or ABTA so I am not sure I have a leg to stand on.

bagand96

p9cbs said:

p9cbs said:

bagand96 said:

p9cbs said:

bagand96 said:

Point of note, if it's a flight only booking, it is not the PTR's (Package Travel Regulations) that are the effective legislation. It is EC261/2004 that applies to flights. 

Yes it is a flight only. Am I still entitled to a refund? Any advice on how I go about getting this. I have logged a complaint with TAP and phoned them but they say they will not refund ( bear in mind they take forever to respond to emails, if at all) Where go I go from here please?

Yes it does entitle you to a refund. 

What the other posters have said is absolutely right, you were entitled to a refund within 7 days when your flight was cancelled. (Realistically very few airlines were managing 7 days due to the volume of cancellations). 

I was just making the point that if you wish to quite legislation to the bank or airline, it's EC261 that is the relevant one here, not the PTRs (I'm guessing it was just a typo by the other posters)

Go to your bank and ask for a chargeback. Tell them TAP have cancelled your flight but are refusing a refund, which is your right under EC261/2004. 

Fabulous thanks for the info. I have done exactly as you suggest with my bank 

So, I have tried to do a chargeback with my bank but they say I need evidence from ABTA or ATOL in the form of a headed letter stating that they recommend I go through my bank to reimburse a total of £1180 that TAP owe me. This is a total minefield. As far as I can see TAP Air Portugal are not members of ATOL or ABTA so I am not sure I have a leg to stand on.

Your bank are either clueless, or deliberately giving you the runaround.

ATOL is completely irrelevant as it applies to package holidays, and is protection for if the tour operator or travel agent goes bust.

ABTA is equally irrelevant as it is a trade body for Travel Agents based in the UK.  TAP are neither a travel agent, nor based in the UK.

I would try your bank again tomorrow.  Be clear and concise, "I would like to start a chargeback against TAP Portugal because they have cancelled my flight, and are refusing to refund me as is my right under the law (EC261)"

p9cbs

I have just found out that TAP are a member of Star Alliance. I have sent them a message to see if they can help me. There are hundreds and thousands of customers still waiting for refunds from TAP. It is a massive issue that TAP are ignoring it seems. As for my bank, they will only speak via chat messages unless its an emergency!!!! Absolute joke!

ratechaser

p9cbs said:

I have just found out that TAP are a member of Star Alliance. I have sent them a message to see if they can help me. There are hundreds and thousands of customers still waiting for refunds from TAP. It is a massive issue that TAP are ignoring it seems. As for my bank, they will only speak via chat messages unless its an emergency!!!! Absolute joke!

Star Alliance won't help, they are just an alliance of airlines, not in any way a regulatory body for them! 

Do exactly as Bagand96 suggested - clear and concise request for Chargeback to your bank, because right now they are being muppets if they think ABTA or ATOL have any relevance to a flight only booking. 

silvercar

Realistically, do you want to fly or not?
I accept that Heathrow may not be as convenient as Gatwick and the flight times mean you arrive a few hours later, but you get to Portugal on the day you booked. Arguably a later start may be preferable if Heathrow is a further distance from your home.
Is the reason that you want a refund because you have alternative flights lined up or because you are now disinclined to travel?

p9cbs

silvercar said:

Realistically, do you want to fly or not?
I accept that Heathrow may not be as convenient as Gatwick and the flight times mean you arrive a few hours later, but you get to Portugal on the day you booked. Arguably a later start may be preferable if Heathrow is a further distance from your home.
Is the reason that you want a refund because you have alternative flights lined up or because you are now disinclined to travel?

No, we do want to fly but the issues are: Getting to Heathrow is much more difficult for us. The flight is almost 5 hours earlier taking off at 6am. We cannot get a transfer from the car park until 4am as none start until then so its not enough time to check in etc. especially if by December we need to get a covid test at the airport as is currently happening for travelling to Italy- so we would possibly miss the flight. Plus we would have to cancel our hire car, which we booked in January 2020 along with the flights and to cancel and re-book now is an extra £200. Why should we pay all of this extra because TAP have cancelled our flight? We want our money back, then we can re-book with Easyjet from Gatwick and for the time we want so we can keep our car hire booking. I actually think that is a fair enough reason don't you?

p9cbs

ratechaser said:

p9cbs said:

I have just found out that TAP are a member of Star Alliance. I have sent them a message to see if they can help me. There are hundreds and thousands of customers still waiting for refunds from TAP. It is a massive issue that TAP are ignoring it seems. As for my bank, they will only speak via chat messages unless its an emergency!!!! Absolute joke!

Star Alliance won't help, they are just an alliance of airlines, not in any way a regulatory body for them! 

Do exactly as Bagand96 suggested - clear and concise request for Chargeback to your bank, because right now they are being muppets if they think ABTA or ATOL have any relevance to a flight only booking. 

ratechaser said:

p9cbs said:

I have just found out that TAP are a member of Star Alliance. I have sent them a message to see if they can help me. There are hundreds and thousands of customers still waiting for refunds from TAP. It is a massive issue that TAP are ignoring it seems. As for my bank, they will only speak via chat messages unless its an emergency!!!! Absolute joke!

Star Alliance won't help, they are just an alliance of airlines, not in any way a regulatory body for them! 

Do exactly as Bagand96 suggested - clear and concise request for Chargeback to your bank, because right now they are being muppets if they think ABTA or ATOL have any relevance to a flight only booking. 

You are right- Star Alliance have told me to contact TAP. I explained the problem is TAP don't respond and don't care! I am working with my bank to resolve this. We shall see what happens.