TAP Portugal review by Alastair 2016-09-12

The customer service is appalling. I sent an email to to their customer services about a lost luggage claim, received a "confirm contact" email in reply, went through their appallingly bad online form, and then waited 2 weeks. When I rang up after two weeks there was a 20 minute wait on the phone line and then I was told that there was no record of my contact at all. I was told that I needed to email them and even when I protested that this was what I had done previously, was told that this would bypass the (exact same) mechanism that had gone wrong before. I did this and am currently still on hold after 10 minutes while ringing to confirm that this time they have received my complaint. This is probably the worst customer service I have ever met. The flight itself was reasonable, apart from the fact that they lost my luggage. And the fact that they kept changing the boarding gates causing us to queue unnecessarily. They did give us preferential treatment here and there as we were travelling with small children.