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The law requires the return of the value of tickets in seven days. Most of the complaints concern TAP, but almost all companies withhold information from customers.
Thousands of passengers have been waiting for months to reimburse the money paid for flights canceled due to the pandemic. The legal term to return this amount is seven days and only Deco – Portuguese Association for Consumer Protection – which accuses airlines of imposing replacement vouchers on customers – received almost 6,700 requests for assistance. The National Civil Aviation Authority (ANAC) confirms “a high number of complaints” and on social media there is a growing number of protest groups against carriers, especially TAP, which justifies delays with “an extraordinarily high number of requests for refund “.
Vítor Soares, 38, is one of the passengers who (un) awaits the return of the value of the plane tickets that they never used. An emigrant in England, he traveled, with his wife and son, to Portugal in August and decided to postpone his return home from the 21st to the 22nd of that month. He failed, canceled the tickets and booked a new flight. Since he had bought TAP’s Top Executive tickets, which were more expensive and allowed him to receive the money in case of cancellation, he requested a refund. However, more than two months later, he awaits the refund of the amount paid and, on October 12, he received a message from TAP only to regret “the delay.”
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