My complaint:
We have been given a partial refund for a flight cancelled by TAP rather than a full refund.
I went online to check my booking on 26th April as my son in law wanted to book the same flight to Portugal with us. When I went online it said our homeward journey from Lisbon to London Gatwick Flight no 1358 on 30th July 2022 was cancelled and I was offered the option to reshedule or cancel our 6 flights (5 adults and 1 child). I was unable to reschedule so after reading TAPS terms and conditions to ensure I’d receive a full refund for my booking if my flight was cancelled, I went ahead and cancelled our booking.
I spoke to TAP that evening who said I would not receive my refund for up to 3 months. We waited patiently for our full refund of £1,019.32 for the 6 flights. On 9th May we received a refund of £304.12 into the bank account where the original payment was made from. We thought perhaps the full refund would be received in stages but when we received no further money, we called and spoke to a TAP representative who ed that the original Lisbon to Gatwick flight was cancelled but then was reinstated a few hours later.
As a result TAP have treated my booking cancellation as a voluntary refund request – this was not the case! I did not voluntarily cancel our booking. At the time I was online, my flight home was cancelled and I followed the online process (preferred by TAP rather than speaking to someone on the phone) to cancel and receive a full refund so that we could book flights with another airline.
I would like to repeat that at no point was I made aware that our booking had been moved to the replacement flight and would like the rest of our money refunded as a matter of urgency please. £700 is not an amount of money we would just choose to throw away. Please let me know if there is any further information you require to process this complaint and refund.
Suggested solution:
By refunding our money in full.
