Is your TAP refund taking too much time…
You have sought a complete refund due to a cancellation, and now you are in waiting mode. Maybe you have received an explanatory message from them, or perhaps their response is still awaited. Though every situation varies, one thing is certain. EU laws regulate these processes, and as per the law, TAP should process your refund within a week.
Are you still waiting after the said duration?
TAP Refund Delays: Your Action Plan
When an airline cancels a flight, they are obliged to provide a refund.
For instance, in the European Union, if TAP cancels a flight, they are obligated to offer you either a full refund or an alternate flight. It’s crucial to realize that sometimes you can only receive a refund, but other times — refund and cancellation compensation.
Step 1: Initiate Contact with TAP
Reach out to TAP customer support via their website.
Try to get in touch with them through WhatsApp or Messenger.
Unless a massive, unanticipated event occurs, like a global pandemic, they should respond within a week. If a week passes without any communication from their side, send a few more messages. Repeat this process every few days until you get a response.
Step 2: Leverage Social Media to Connect with TAP
If TAP fails to respond, resort to social media.
After several weeks of emails and WhatsApp texts without any response, use platforms like Facebook and Twitter to engage TAP. Remind them about the 7-day refund deadline. Cite the Regulation (EC) No 261/2004, Article 5 and 8.
Step 3: Reject Voucher Offers
Your refund should be credited directly to your bank account.
You do not have to accept TAP vouchers or coupons.
Step 4: Approach the National Enforcement Body (NEB)
Every EU member state maintains such an institution.
Contact the NEB of the country from where your flight originated. If your flight began in Portugal, reach out to the Autoridade Nacional de Aviação Civil. If it’s a flight from a non-EU country, contact the NEB of the destination country. You can find all the contact details of these organizations on this page.
While the fourth route is the most effective, it’s also the most time-consuming. Usually, it takes about 2 months for the respective NEB to reach a decision. Afterward, you need to wait until TAP processes the payment. For optimal results, continue reminding them about your refund claim on TAP’s social media pages and through other communication channels.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.
TAP Refund: When Are You Entitled to It?
As per EU laws, you qualify for a full refund if TAP cancels your flight.
If your flight is cancelled, TAP must provide you a choice between alternate routing (another flight for free) or a complete ticket refund. This applies irrespective of the cancellation’s cause and includes so-called extraordinary circumstances. The airline must issue the refund for flight cancellation within seven days (if you are opting for refund).
Any delay from the airline side concerning refunds is a breach of EU laws, and passengers might contemplate further action.
What Happens If You Cancel the Flight?
If you are the one cancelling the flight, the refund scenario becomes a bit tricky.
Here’s what you need to know:
- Flexible tickets. If you’ve booked a flexible ticket, you will likely get a refund, but always verify the airline’s terms and conditions.
- Non-refundable tickets. For non-refundable tickets, you typically can’t get a full refund. However, airlines may agree to refund the taxes you paid as part of the ticket price.
- Travel insurance. If your travel insurance policy covers cancellations, you may get a refund through your insurance company, depending on the reason for the cancellation.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
During unusual situations such as severe weather disruptions, airport employee strikes (excluding strikes by airline staff), or security threats, airlines are not generally held accountable for cancellations.
Nonetheless, as per EU legislation (Regulation (EC) No 261/2004), if an airline, like TAP, cancels a flight, it is mandated to offer passengers a choice between a full refund and an opportunity for re-routing. Hence, even if the cancellation is a result of extraordinary circumstances, you remain eligible for a refund. The same applies to right to care.
It is important to note that the refund should be processed within a week. If you experience delays in obtaining your refund, feel free to implement the step-by-step strategy indicated earlier.
What is your experience with TAP refunds? Have you ever received a refund from TAP? Share your experience in the comments!