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★☆☆☆☆

“Poor service, over booked flight, no management.”

Written on: 19/08/2014 by Eganrn35 (1 review written)

Heathrow to Lisbon flight was cancelled by TAP days before we were due to fly - they didn't tell us. Return flight - we checked in and were allocated seats, at boarding only one of our party was allowed to board as they had over sold the seats. Nine people were prevented from taking the seats they had been allocated. TAP split family groups. Whilst we could not fly our baggage was left on the plane. When the flight left there were at least 5 empty seats on it, which we could have used - we know this because passengers phoned us from the plane. TAP sugggested we should accept flights to Algiers, Geneva, Nice then Heathrow as the best option to get home - 24 hours late. We kept asking to see a manager - refused. After two hours we were told the staff member was taking us to see a manager but she left the desk and never re-appeared. We made our own way to the TAP departures desk (8 of us) and spent another 2 hours arguing for a resolution. Eventually TAP agreed to put us in a hotel overnight, arrange transfers and the following day to fly us from Lisbon to Madrid to catch a British Airways flight to Heathrow. We then spent another two hours trying to get our luggage back. TAP flight staff were poor, meals poor and their management procedures are dreadful. We will never fly with them again.