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I write to renew a credit I have with TAP that I am informed…

Customer Question

I write to renew...

I write to renew a credit I have with TAP that I am informed is expired.

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I have 6 unused e-tix from 2019 totaling $2810.55 (booked through Expedia) that were canceled due to COVID. Expedia tells me only TAP can help, and so far TAP tells me Expedia has to renew the credit. I talked with Expedia on Mar 13 and they again told me to talk to TAP.

Submitted: 1 year ago.Category: Software

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Customer reply replied 1 year ago

Is anybody there?

Answered in 7 hours by:

3/16/2022

Software technician: Dustin, Computer Support Specialist replied 1 year ago

Dustin, Computer Support Specialist

Category: Software

Satisfied Customers: 23,086

Experience: I have vast experience with configuring & repairing and utilizing software.Also worked in The US Army as A Network Switching Systems Operator/Controller

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Welcome to Just Answer. Just Answer is a paid-for question and answer site.
My name is ***** ***** I will try to help you today.
I am sorry to hear about the issue you are having with your travel credits.

Did you pay for your trip insurance through Tap, the insurance through CHUBB as mentioned on this page?

https://www.flytap.com/en-us/Search/~/link.aspx?_id=48D4*****************4F6498F4957&_z=z&accordionid=8673518a-7db3-4d3a-a0e6-87696650cd58

Or, did you purchase trip insurance through Expedia as mentioned on this page.

https://www.expedia.com/stories/expedia-com-announces-travel-protection-plan/

Customer reply replied 1 year ago

No. When the extension expired the omicron variant still prevented travel. TAP has almost $3000 of my money and if TAP is an honorable company they will reinstate my credit. If they want to rely on "refund policy", shame on them.

Customer reply replied 1 year ago

These are the six e-Tickets fully paid for but never used-JFK to FCO June 5, 2020
047-7337409308 (J. Higgins)
047-7337409307 (B. Higgins)
047-7337409308 (B. Pinkston)VCE to JFK June 18, 2020
047-7451633362 (J. Higgins) 047-7451633363 (B. Higgins) 047-7451633364 (B. Pinkston)

Customer reply replied 1 year ago

Amount Paid to TAP
JFK to FCO $1,544.76
VCE to JFK $1,275.79Total $2,810.55I am also having current trouble using TAP website (cannot join TAP Miles & Go). The website populates an old password ***** that prevents me from signing up.

Software technician: Dustin, Computer Support Specialist replied 1 year ago

Good morning. I have just read your replies. First, I do not work for TAP nor do I work for Expedia. While I understand you are frustrated its completely useless posturing or venting about either company to me.

For our conversation, I need to focus on the technical details and the facts, so I can advise you on your options, if any.

When you booked the ticket through TAP or Expedia, did you pay for trip insurance, yes or no?

Customer reply replied 1 year ago

Software technician: Dustin, Computer Support Specialist replied 1 year ago

OK. So no trip insurance was paid for.

TAP airlines policies state that those COVID related airline credits expire 1 year after being issued.

You mentioned those tickets are from 2019. That's over three years since the credits were issued, well past the 1 year allowance and the 6 month grace period.

Question.

Did you cancel the tickets, are did TAP cancel those flights back in 2019?

Customer reply replied 1 year ago

I canceled in Apr 2020 (flights were booked in August 2019 for use in June 2020). In April 2020 COVID caused Italy in lock down country to USA (and most other countries) so we could not use our tickets.If you are bound by TAP policies, I do not understand why I was referred to you. I need to talk with someone at TAP who has authority to override policy.

Software technician: Dustin, Computer Support Specialist replied 1 year ago

OK. So you self cancelled the tickets in April 2020.

Question. Have you tried to simply reschedule a trip through the TAP website, as mentioned on this page?

https://www.flytap.com/en-us/special-conditions

What happens when you try to enter your booking details on this page?

https://www.flytap.com/en-us/manage-reservation-flight

It may be, that TAP applied a voucher to your account, and it could be waiting for you to use it.

Customer reply replied 1 year ago

It was more complicated than a "self cancel", I had detailed phone and e-discussions with both TAP and Expedia. And yes I have tried to rebook through TAP but my original TAP booking reference number was not recognized because the flight(s) had been canceled. As for voucher, I believe I was told by Expedia at the time that a voucher was good until Aug 29, 2021 (two years from original booking). But in July 2021 Italy travel was restricted again due to COVID (Omicron variant) so travel was impossible (i.e., voucher could be utilized) at that time, but no one from TAP or Expedia contacted me.

Customer reply replied 1 year ago

When I contact TAP they tell me to contact Expedia and when I contact Expedia they tell me to contact TAP. I was referred to you by TAP as someone who could possibly assist in getting me in contact with someone at TAP who could reinstate my voucher(s). I now suspect that language barrier could have prevented the TAP representative from understanding the full depth of my inquiry.

Software technician: Dustin, Computer Support Specialist replied 1 year ago

OK. It sounds like you have been caught in a "contact the other guy situation"

My advice for you personally may seem a bit unorthodox, but trust me when I say that in modern times the quickest way to get corporate attention on matters like these, is to hit them in their public image.

Specifically, what I am suggesting and which has the highest possibility of yielding a positive result is for you to make a post on TAP's official twitter page here.

https://twitter.com/tapairportugal?lang=en

TAP like most companies pays millions of dollars a year for brand management and advertising, and they will carefully protect their public image.

When you post on their twitter page, concisely explain that the airline cancelled your trip due to COVID restrictions, and then cancelled then again, and you are need help renewing your voucher. When you ask, try to ask in a way that will allow TAP to look like they are helping a customer, without them losing face as a company.

That will get the attention of their customer retention and brand management team, and ultimately will get the attention of the people within TAP who can and will extend your voucher.

This isn't the first time I have recommended using social media as a way to reach large corporations and achieve a resolution that is not always possible when communicating with their support team.

So I strongly suggest you at least make an attempt to try that suggestion.

If you have any further questions or need additional help, please do not hesitate to respond. I will do my best to assist you further as needed. If you have any other computer, medical, legal, or question's about your vehicle, we have plenty of experts on site who can assist you. So don't hesitate to return and ask more questions if you need help. And thank you for trying Just Answer,
Dustin.

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