Tap Portugal
reviews and complaints

On 12 August I traveled into Newark Liberty on TAP. My checked suitcase was delivered destroyed, with a gaping hole on one side and some of the contents were damaged. I filed a complaint with TAP on 15 August , by using its Facebook account and was given a claim number. I filed through Facebook because of the glitch on their website, which did not allow me to send on a filled claim form despite several attempts. I followed up with TAP several times, but always got a vague reply about the volume of cases they were processing. Today I finally got an email where TAP declined my claim because allegedly it was not submitted within seven days of the completion of travel, with a postal stamp as a proof. Well, as noted above, the claim was submitted within three days online so the suggestion of a postal stamp is ridiculous, to say the least. I pointed this fact to TAP, so let's see if I ever get a reply. Clearly, TAP demonstrated a total lack of customer service and of basic professionalism.

Horrible experience, horrible service, wrongly calculated my parents connection from tlv to Portugal in order for them to catch the flight to Miami (70year old couple) their flight from Israel to Miami took 3 day long with 2 connections instead of 15 hours with one connection. Instead of TLV-portugal-miami Is was tlv-portugal-chicago night in the hotel-miami. That TAP as*hole agent in Portugal was drunk and book my parents a continuous flight from Portugal to Chicago and Chicago to Miami but did not calculate that entering to Chicago means entering to the United States which requires a border control crossing check and could take much more than an hour so my parents missed they're going to auction Marlin. He told them to cross the street Toyota tell in the freezing cold weather of Chicago winter and told them that there will be a shuttle for them to the hotel and it will take 10 minutes for the shuttle to arrive my parents waited in the freezing cold of Chicago for 40 minutes eventually somebody stop and and my parents barely speaks English after hours and hours of very long flight they are tired and not healthy and his guy who stopped offered them a taxi to the hotel and charge them $150 for a 10 minute drive! No accessible service was provided to my father who is handicap. Did nightmare has not over yet because my parents are still not home still stuck in Chicago and let's see how their flight will be tomorrow hope they won't find themselves in Australia instead.

On Wednesday, 3/3, I purchased roundtrip airfare directly on TAP Air Portugal's website from Boston to Rome for travel taking place 8/13 - 8/29. Following my purchase, I received email confirmation from TAP with my booking confirmation code (***), followed by a separate email that included my "ELECTRONIC TICKET PASSENGER ITINERARY RECEIPT". My credit card was also charged for the advertised and agreed to airfare price of $365.60. The above mentioned emails are also available as PDF documents that can be sent to Complaintsboard.com as needed (no attachments were allowed as part of the complaint process). Subsequently, on Friday 3/5, I received an email from TAP Airlines (in Portuguese) saying my my reservation was being canceled "due to system error", which I attribute to the great price I received for my trip. However, I do not wish to have my trip canceled and request that TAP Airlines honor my confirmed reservation. Any system errors were not of my making as the consumer, and TAP established and published the fare price online and should honor this reservation. I have reached out to TAP directly, but have not received a response. Please help resolve this issue by having TAP honor my reservation as booked. Sincerely

Booked (2) tickets online (US$405.80 ea.) on August 18 ***. Canceled tickets within the policy defined 24 hour period and applied for a refund on web site using the "request refund" check box and expecting the full refund per TAP refund policy. Instead, and following multiple phone calls with TAP service personnel who clearly stated a monetary refund was being processed, I received (2) separate emails on Sept. 19 indicating that I would be receiving my "vouchers"! I responded immediately via email that this was not acceptable as I requested a full refund. The response to the email was that I would need to contact the *** I also filed a complaint with TAP. On October 12, I spoke with a representative who told me that the request for monetary "Refund" would be submitted and processed under #***-[protected]. After multiple calls for a status update, on Nov. 15 a representative told me to use the following reference numbers from now on: ROR420164378601 and ROR420164378701. On Nov. 29, I spoke with a representative who could not tell me the status, and so got connected to their refund center. I was told that all refunds are delayed without any expectation of a date of resolution, and there is no further information...Expecting the advertised full refund for US$810.

Back in June I purchased airline tickets to go to Europe through TAP Air Portugal. My flight was supposed to be April 20 from Miami to Lisbon. My return flight was from Paris to Miami April 30th. On February 24th, I had to undergo a surgery from an ectopic pregnancy. I communicated to my doctor I had a trip to Europe and he said I had to be resting from a minimum of 60-90 days and mentioned that due to my surgery I couldn't afford to get sick with the Coronavirus because my health was weak. I called the company and they mentioned that they couldn't refund the money and that they will cancel the flight and provide me with a voucher. Also, their employee mentioned I should go through my credit card and request a refund by placing a claim. Until this day I still haven't received a voucher or a refund. I had to file a claim through the credit card company. TAP Air replied and denied the claim by stating that I had done a re-booking which is completely FALSE. I have no email from their end communicating a cancellation, a voucher, a credit, nothing! This is completely unacceptable for a consumer. This is the worst company to flight with. I had a flight with Spirit (the cheapest in USA) and they gladly provided me with a refund. Never AGAIN dealing with a European Company.

I have purchased two tickets to Portugal departing on April 6 from Tap Air Portugal through Justfly. My tickets got cancelled due to the coronavirus outbreak and the closing all borders between the US and Europe. Since my tickets got cancelled I requested a refund. According to the news, the Department of Transportation both in the US and Europe ordered all airlines to issue refund even if airlines only issue vouchers. Passengers can still refuse and get the refund. When I first called Tap Portugal, they asked me to call Justfly (the third party where I purchased the tickets) to issue the refund. Justfly needs to send an email to Tap Portugal airline. I have contacted Justfly almost 3 months and I still haven't got the refund, even though I had already received an email from Tap Portugal that my flight status showed refunded since the end of April. I recently called Justfly last week, and they asked me to wait for another week to give me an update on the refund but I still haven't heard from until now. A while back, they said they could offer a store credit but it was only valid for a year. I purchased these tickets since last year in June. The European boarders are now still closed due the coronavirus, a world health issue. I'm looking forward to receiving an update from both parties. I hope I can get my refund soon.

I purchased my flight ticket in July 10, at 3:33 AM and I was planning my trip to Senegal for months and suddenly I received an email stating that my flight was rescheduled and for the 16th of December. That date doesn't fit with my schedule and I called the customer service to see which options I have and I had a bad experience, I spoke with an agent named Pedro F protocol number ***. The agent canceled my flight for a refund but he never informed me that it will take a month to get my money back. Not only I am disappointed because of my plan being disturbed but I really feel that I don't deserve that treatment and now I am in the situation that you are making me cancel a trip. I asked to speak with a manager or someone that can understand who has more responsibilities but he denied it and state that he can't not escalate the call. I truly feel disappointed with how I am being treated and if I payed my money early enough, I should normally receive it asap so I will buy a new ticket since you can not offer me the service that was promised. I understand with the COVID-19 and everything that is going on but at the same time it's not an excuse to jeopardize the client who paid their ticket. I truly need to deal with someone that can solve this issue and if you can listen to the call that will be really helpful because all the details are discussed. Feel free to contact me by email or phone number.

I have been trying to resolve my issue with *** Portugal since June *** after they cancelled both of my flights due to the COVID pandemic. They sent me an email that they cancelled my Booking Reference *** for flight *** on June 5, *** and then another email cancelling my Booking Reference *** for flight *** on June 25, ***. I initially requested a voucher for reference *** but called back asked that they refund both itineraries. My case number for *** is #*** and for *** is #***. For reference *** I am owed a refund of $567.43 and for *** I am owed $438.41 for a total of $1,005.84. I called on June 23, *** to start the process. On August 1 called again and spoke with a representative who advised that the refund can take up to 90 days and that my refund request was being processed. Called again on October 3 and spoke with a representative who advised my cases are still open and marked as high priority but taking longer than usual due to high volume of refund requests. I called again on Oct 17 and was advised to email the refunds department directly to check on my case. I sent an email to ***.***@***.*** on October 17 & 25 and never received a response to either email inquiries. On November 8, I emailed Anabela L, VP Customer Service and Ramiro S.. COO (now interim CEO) requesting their assistance but never received a response. I sent the emails to ***@***.*** and ***@***..

I booked a Tap air Portugal flight for 3 people (round trip) My booking number is ***. My outgoing flight from Newark NJ was scheduled on flight # 212 on April 17 into Porto Francisco. Here is the info for each passenger: *** My return flight was scheduled for Lisbon to Newark Booking #JQFDSF on April 25. Here is the ticketing info for all 3 persons: *** All of my flights were CANCELLED BY TAP AIR. I was finally able to reach them on 5/15 and spoke with Biin (not sure of his spelling) and after a nearly 1 hour time working with him, he assured me that I would receive my full cash refund to my credit card within 30 days. I have not received any creit to my bank credit card and TAP AIR DOES NOT ANSWER ANY PHONE CALLS OR EMAILS. I call every day and am on a musical hold for 1/2 hour and them they disconnect the line. Complaint emails are ignored. THese flights were cancelled by the airline due to covid-19 travel restrictions. According to my research, airlines are required to issue a full refund (NOT A VOUCHER) when they do not deliver the promised service. I would appreciate some help in this frustrating situation. THey owe me nearly $3,000 american dollars. Thank you for your help.

I am disputing a charge on 03/26/*** for $932.74 by Tap Portugal. I am disputing this charge because on March 25, ***, my fianc and I could not board our outgoing flight to ***, Portugal due to there not being enough time to take a COVID test at the airport and make the boarding time. We accepted that and booked with another airline to make it to our destination. I called the *** to let them know that we would not be making our flight TO Portugal. There seemed to be a miscommunication with the agent, and she proceeded to cancel our outgoing and arrival flights. These were two one-way flights since we were landing in *** and flying out of ***. These flights were paid for with a voucher from *** because they canceled our trip in 2020 due to COVID.I noticed the mistake after we arrived in *** on March 26th, I immediately called the airline once again. I was told that they couldnt give me a voucher I have to buy another flight and then they would refund me in a couple of days. Having no other option because we needed to get home after our trip, I obliged. After this trip I did not receive a refund or correspondence in any form from ***. I called them again asking for the call to be pulled from March 26th. They submitted yet another complaint on my behalf. Complaint # ***-[protected]. This is all the information I can pull from them, which is why I am disputing, I tried to go through all my flight information, but they have removed all my bookings on my account page.

I took the TAP airline from Lisbon to New York on August 14. During the trip, TAP broke my brand-new rimowa suitcase, which worths 1,250 USD. The handle of the suitcase was completely missing, and their staff treated my belongings so brutal. I submitted my complaint the next day to TAP and was hoping TAP would contact me for compensation. TAP did give me a response one week later and asked me to provide documents to prove the monetary value of my damaged suitcase. And I did send TAP my receipt of the suitcase right away. However, ever since August 21, I have not heard anything from TAP. I called TAP customer service each week to inquire about the status of my claim. However, their customer representatives always told me that they are not able to reach the back office, so they did not how to solve my problems, and all I need to do is to wait for an answer. On their official website, it is clearly stated that any complaint/claim will get a response within 21 business days. However, I wait a much longer time than that, but I did not receive a word from TAP. TAP never called me nor emailed me with further discussion. I want to know if they will compensate me appropriately for my damaged suitcase. I live in the United States, according to their customer representatives, TAP does not have an established office in the states, so I cannot sue them here nor contact them by visiting their office. Therefore, I submitted a complaint on DECO PROTESTE, and they gave me a possible solution the next day.

TAP lost my luggage on June 4th. Ive called close to 100x trying to get information. Wait times have exceeded two hours or they just completely hang up. Everyone has been rude. They keep telling me ITS MT JOB to find out what happened to my lost luggage. They told me its my job to contact ground workers at each airport and have even told me multiple times that I have to go to the AIRPORT in person to search for my luggage. Every time I call its different and conflicting information. I have asked for compensation for the things Ive had to buy being on vacation and they refuse to tell me whether or not I will be compensated. I spoke to someone today, 6/8 and was told they found my luggage had been sitting in ***, and had transferred it to *** today and it should be at my hotel around 6PM. I got back at 9, no bag. Its now almost 12 AM( 6/9) and they refuse to give me any information as to why my bag isnt here and where it could be. I have been hung up on 3x this night alone and been told that its my job to deal with it. Its clearly their job and they are refusing to take accountability. I have been in contact with multiple people over the past few days who have also had their luggage missing and the exact same experience with TAP. I believe this company is scamming people and refusing to provide and customer service in order to avoid accountability and compensation. I have well over *** dollars worth of things in my suitcase I bought for vacation and they refuse to help locate it. Please help get this business reported.

I have purchased 2 flights with TAP that have been cancelled by the airline. The second one, I have not been given a reason for the cancellation despite asking via multiple channels. It has been 20 days and I haven't received a single response about it. They didn't issue a refund for it and they didn't reach out to tell me that it was cancelled. I found out because I was double checking flight details on their website.The first flight, due to a website glitch, it made my first name my last name. So *** instead of ***. I would have been rejected at the airport due to this so I asked them to change it. After weeks of trying to get a hold of them, they told me that they would cancel the old flight for me. They would not refund that old flight and I would have to pay full price for a new flight... So paying double for a flight because they had a website glitch and no readily available customer support.Unfortunately, their customer service takes months (I am not exaggerating. The response time is over a month or just not at all. I have some emails going on 3 months with no response.) Obviously, with that slow of a response time, issues cannot be resolved in 24 hours.In short, I've had $700 stolen from me by this company. I've spent $700 and received ZERO flights. I've reached out to customer support and no one will help me. I've disputed both charges with my bank. This should not have to be like this... It has been an absolute nightmare dealing with this company. Or rather, being ignored by this company and stolen from.

I bought flights with TAP Portugal in March for my husband and I to fly from (***) *** to (***) *** via ***. TAP Portugal cancelled our flights due to COVID restrictions and issued the two EMDs for future travel: *** We were told that the flight credits expired on March 28, 2022 and that we could call to redeem at any time. TAP Portugal made it impossible to use these credits worth $361.82 (booking reference VRR2Z5). After many hours of waiting on the phone with customer service and many "transfers" and line disconnections over the course of 2 weeks, we have been informed that we can only make reservations using these EMDs over the phone through a customer service agent; however, every time someone on the customer support line picks up the phone (which is extremely rare and often after over an hour of waiting) that person has told us they are not the right person to make such a reservation. They have then "transferred" us, which results in another hour or more of waiting and eventual disconnection. Despite 24 calls and disconnections, we have yet to speak to anyone who has the power to allow us to use these EMDs. We anticipate that this is a larger scheme of TAP Portugal, issuing EMDs for cancelled flights that are impossible to use, therefore stealing from customers. I attempted to use these EMD credits before they expired, but after wasting 20+ hours on hold, we just need a refund. We contacted the complaints department multiple *** and never heard any resolution We hope you will investigate because we do.

Our flights on TAP Air Portugal were canceled this past April. We had 3 flights from Washington DC to Lisbon, then Lisbon to Madrid, and then Madrid back to Washington DC for three passengers. The cost was over $2400. Since April we have requested TAP to refund our money to the original form of payment, our *** card. On the phone, the TAP representatives have repeatedly indicated that the refund is pending with their refund department. We have also send e mails to TAP's refund department, but had not heard back by e mail. On the phone, their customer service representatives gave us a case number which we used. We call and send e mails periodically to TAP. We tried to dispute the charges through ***, the original form of payment. *** closed our dispute in TAP's favor on the basis that TAP indicated that we were offered vouchers instead of a refund. As you know, under US Department of Transportation rules, we have a choice of vouchers or refunds. We repeatedly told TAP and *** that we elected the refund, not the vouchers. Even though TAP canceled our vouchers when we elected the refund, *** has refused to credit us back with the payment for the canceled flights. TAP's own rules indicate that we had a choice of refund or vouchers, as listed on their own web site. Finally, we have a pending case with the Department of Transportation. Our complaint remains pending. We have had some response from the DOT rep by e mail, but nothing has transpired to prod TAP to refund us. So now 7 months after the canceled flights, we have paid over $2400 and have no vouchers and no refund.

Before booking two tickets (ticket nr *** and ***) for a flight from Las Vegas to Frankfurt we called TAP to confirm if we are able to bring pets on this specific flight (operated by *** and TAP Portugal). We were told *yes- we can bring pets and have to add them to the reservation after the booking is done. So we booked the tickets. TAP service line added the pets for us and told us we also have to call *** to do the same. So we did and *** added the pets and charged us for it aswell. About one week prior to the flight date we called *** to add more bags to our flight. Now a supervisor told us we are not able to bring pets on this flight because it is an interline booking between two airlines and pets are against their policy on these bookings. We got refunded the pet fees from *** that were charged. With no options but to make other arrangements, we contacted TAP and were told that we have to pay a penalty of $110 per ticket to cancel our flight. Needley to say we are not happy about that and feel defrauded because 1) the tickets we bought should be free to exchange and 2) AFTER confirming with TAP agents a FEW TIMES that pets are ALLOWED on this specific flight, which includes *** aswell, is the only reason we bought these tickets in the first place. We were completly blindsided, misinformed, mislead and therefore defrauded from TAP Portugal with their penalty fees. We are victims of TAP and *** staff`s incompetence and misinformation. Yet they still are charging us penalty fees. This does not seem right or legal. Let alone this is very unprofessional. Also we are still waiting for the refund amount for over 2 months after canceling the flight.

I bought several tickets on TAP Portugal online for trips around several European cities. Towards the end of my journey, on August 7, ***, I noticed a crack on my checked in suitcase. I flew with TAP Portugal under record locator number ***. On this last leg, I was on the flights: Aug 5 *** The damage happened after I boarded one of flights above, and I have been carrying the suitcase with me traveling around Europe using the train. There was no damage before I boarded the TAP flight. My suitcase is a TUMI Model 19 Degrees Short Trip Packing Case (***) which I paid USD for 500++ before the start of my trip in June. I was traveling with my husband *** (same reservation number) and my suitcase may have been tagged under his name. Our tag numbers ... One of these tags were for the damaged suitcase, I am not sure which one as I do not have the tags on the suitcase anymore after it was removed for our flight to the USA on Aug 9. I reported the damage to the PDL airport personnel, for which I received an acknowledgement signed by Mario B...Upon my return to the US, I also filed a report to the TAP website, which was recorded under reference number ***/***. I have provided them a photo of the damage and the credit card statement indicating the proof of purchase. On October 1, ***, they emailed me offering points on my mileage account or travel voucher in Canadian currency. I have replied that neither the points nor the travel voucher will not allow me to replace my damaged suitcase and I also clarified that I live in the US where Canadian currency is not an accepted legal tender. I have requested a comparable replacement suitcase, gift card for the suitcase store or cash enough for me to replace the suitcase damaged by their baggage handlers.

I booked a flight with TAP Portugal, but missed one leg of the itinerary on their saver fare for a NY - Lisbon - Hamburg - Lisbon - NY flight itinerary. I was at security and had an additional layer of review that delayed my reaching the flight. I arrived at the door 15 minutes before the flight was meant to leave. The doors were closed in front of me. At the TAP desk, they told me my entire itinerary was cancelled since they assumed I would never reach Hamburg (strange assumption). I wrote to TAP online about the Hamburg to NY leg to confirm, but never got a response. Meanwhile, they continued to send me emails about upgrading to business class for the flight legs from Hamburg back to NY. With no option, I booked other flights. I have contested this claim with them since I find it is an unethical business practice to cancel all of the legs tied to the itinerary with so much time in between. It is at their discretion to decide whether or not to follow through on the terms. The discretion is based on the assumption that customers will not be at the onward destination so all flight legs can be cancelled. They told me my flight legs were all cancelled when I missed my flight to Hamburg at the Lisbon airport, but then kept sending me messages to upgrade to business class for onward legs while not answering my question of whether the flight from Hamburg back to NY could still be used 10 days later. I sent them proof that I was in Hamburg and found an alternative route to Hamburg since there was no answer on their side. I also showed them that I had to book an alternative return trip from Hamburg to NY since they were not responding to my queries about whether the flight was still in effect given the business class upgrade emails. They are generally very bad with customer service both in person and with their online contact channels.

On June 29 I flew from Newark to Lisbon on TAP, on what should have been a connecting flight to Naples, Italy for a month long vacation in Europe and Africa. Arrived in Naples and noticed my bag did not arrive, many hours later filed a missing luggage report and was given a number of reference. I notified TAP when this was happening inside the airport and they promised me they would get on top of it. They did not. Because it was not until the end of my vacation and when I arrived home my bag was found in Malpensa; i know this because I was contacted directly by the airport. After which my luggage was sent to me several days later. I had been back to the airport in Naples whilst vacationing in Procida island several times spending money on ferries. I have also had to buy new articles of clothing and items to enjoy my vacation because all but several pairs of underwear and socks were in the carryon. I have communicated all this to TAP. They did their investigation after I sent them my receipts and they came to the conlcusion that I have two options to be recompensed: 1. Take a one time limited voucher that I can redeem for a flight valuing $800 and; 2. Take 150,000 airline travel miles I agreed on taking the miles as I do have a *** Alliance account that the miles could be deposited to AFTER MONTHS of waiting, and constantly emailing them about this they reached out on Dec 30, 2019 to tell me they can only deposit 10,000 miles to my *** Alliance account but can deposit the full 150,000 miles to my TAP member account which I must sign up to receive. I signed up the same day in hopes to have the issue over and done with then emailed them the membership ID awaiting the deposit. I am still waiting on TAP to respond to my email or complete the transaction. The process has been going on for over 6 months now and I am just emotionally drained and extremely frustrated.

Dear Madam/Sir. Here are the key details:-- Several components of our baby stroller were gate-checked through TAP then lost on 20 April, almost a month ago. File reference for ***'s lost and found: LISTP59562 -- I have gotten no correspondence from TAP at all during this time. Zero.-- Baggage tracer (wtrweb.worldtracer.aero/) has stated and continues to state "TRACING CONTINUES. PLEASE CHECK BACK LATER"-- We are missing ~500USD in baby supplies (for our 3yo and 6mo) that we have had to do without and need to replace now -- TAP website features that allow for correspondence are not working and the voicemail at Baggage tracking ***) is full and not accepting messages. I have sent many email messages and called many times, including the corporate office. No response.-- I tried in person while in Venice, Madrid, *** and *** (~1 hour each) to get someone to help with this, but could not resolve.I have called TAP's costumer service line over twenty times and when they answer they simply refer me to a lost baggage office that never picks up. I have tried them five times.I am a frequent traveler and am out of ideas here. This is my first Complaintsboard.com complaint. I have no recourse. Please help.--The exact items that were lost are below. Items Ordered 1 of: Snack Tray for ***, and RumbleSeat V2 Sold by: *** Services LLC Condition: New $44.99 1 of: UPPAbaby VISTA Lower Adapter Sold by: *** Services LLC $17.99 1 of: Stroller Hooks for Hanging (2 Pcs of Black) - Durable Stroller Clips to free up hands- Multipurpose Stroller Bag Hook - Stroller Hooks for Diaper Bags $10.97 1 of: UPPAbaby VISTA Leather Handlebar Cover - Saddle Sold by: *** Services LLC $49.99 1 of: UPPAbaby VISTA PiggyBack *** Condition: New $119.99 1 of: RumbleSeat V2 - *** by: *** Services LLC $219.99

On May 30 I called TAP customer service after going online to check some flight information and finding out that they had cancelled our flight with out notifying us. Our flight was scheduled for July 18 for myself, my husband and our 2 children. When I spoke to customer service I was told that the flight had been caused to the the pandemic (covid-19) and I had the option to request a refund/voucher or reschedule. I choose to get a refund to my original form of payment. I have since then spent countless hours on the phone with them to always be told its processing, its at the next level of processing. a month ago I called and was told that I hadn't received my refund because they did not know if the credit card I used was linked to a bank account. I told them no it was a regular master card issued by ***, customer service representative told me I should received the refund in the next couple of weeks. Last week I called and was told that my refund had been sent and case was closed. Called *** nothing was ever refunded or in process to be refunded. I called this week and was told the information I was given the previous week is wrong and that its still processing. I have been waiting now for 4 months with no refund. there policy at the time they cancelled the flight was to refund or provide voucher for the amount paid + 20% due to the Covid-19. Now this flight was a 1 way from Boston to Lisbon, Portugal. My return flight on 8/18 was also cancelled, I requested a voucher instead for this flight when I spoke with the company about a week after 5/30. Despite it also taking some time to get this form of refund back I did received my vouches on 7/22 in the amount I paid + 20% due to Covid-19 I paid $2008 for 4 tickets from Boston to Lisbon,Portugal scheduled for 7/18 that I never was able to go on because the company cancelled the flight and now refuses to give me my money back.

My name is *** and I am writing on behalf of my mother, *** Do Ceu ***. She is a senior citizen and she is owed a refund of $1067.54 CAD by TAP Portugal.On June 8th, *** via the *** web site a reservation was made for a flight on July 5th, *** (flight 254 *** to Lisbon). Due to many problems on their website, we cancelled the reservation on that same date (June 8th, ***). We spoke to *** customer service and were assured that my mother was entitled to a refund and that it would be credited on her credit card. We made it very clear that she had no interest in getting a voucher and were assured she would get a refund. The employee gave us a confirmation # ***-[protected] and told us to expect a refund on the credit card within 90 days. After 90 days no credit was issued. We contacted ***'s customer service department multiple times. We were given various excuses but assured that her credit card would be refunded. Finally on October 22nd, we receive a reply (via email) from *** telling us that a voucher had been issued VCHRF214245274599283. We had made it clear that my mother wanted a refund, not a voucher. My mother is a 76 year old elderly person with health issues who may never travel to Portugal again.We once again contacted *** and were assured by the customer service person that this was a mistake and that she would have the refund department make the appropriate correction. We were given the confirmation # ***-[protected].On November 8th, *** we received another email from *** telling us that the incident was already resolved. That a voucher was issued to my mother on October 22nd, ***. I contacted customer service that same day and was assured by an agent that my mother was indeed entitled to a refund and the correction would be made. Finally, on November 24, ***, we received yet again another email that stated that a voucher was issued.***, honour your word and policies and issue this refund immediately.