Head Office
Aeroporto de Lisboa
1704-801 Lisbon, Portugal
Customer Service
Phone: 707 205 700
Phone: +351 218 431 100
Phone: +351 218 415 000
Email: talktoususa@tap.pt (US support)
Email: customer@tapmilesandgo.com (frequent flier programme)
Social Media: Facebook, Twitter
International Support
Phone: 1300 304 871 (Australia)
Phone: 0800 022 3743 (Brazil)
Phone: +1800 221 7370 (Canada / US)
Phone: +33 0820 319 320 (France)
Phone: +49 0 1806 000 341 (Germany)
Phone: +39 02 696 823 34 (Italy)
Phone: +27 011 455 49 08 (South Africa)
Phone: +34 901 11 67 18 (Spain)
Phone: +46 8 587 70 455 (Sweden)
Phone: +44 0 345 601 0932 (UK)
Links
Flight Status: To check flight status clickย here
Lost Baggage: To report lost baggage clickย here
Frequent Flier Program: For details on Miles&Go click here
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About TAP Air Portugal
TAP Portugal is the national airlines of Portugal with its hub and headquarters at Lisbon. TAP short for Transportes Aรฉreos Portugueses is a niche airline providing quality air travel to eighty-seven destinations in thirty-four countries across four continents โ Europe, Africa, North America and South America. Partnering with Star Alliance, TAP Airlines is popular with Portuguese and European travellers as they have over 2500 flights to choose from every week. It’s main hubs are located at Lisbon Airport and Porto Airport.
One of the great benefits of travelling with TAP Airlines is their unique stopover concept. Eligible travellers can plan a stopover in either Lisbon or Porto and convert their travel into a short holiday, all included in the price of their ticket.
TAP Airlines has seats on offer for passengers with different budgets. Those looking for a bargain can opt for the Discount fare or they may opt for Basic, Classic or Plus class โ each more luxurious than the previous. Business travellers can choose between Executive and Top executive class for an unparalleled travelling experience.
Those travelling on TAP Corporate in Executive or Top executive class will have a portion of the ticket cost converted into a balance which can then be redeemed on your next flight as discount or to avail of certain privileges or additional comforts on board.
Even if you are not flying TAP Corporate, the miles you accumulate flying any class makes you eligible to join the TAP Miles&Go programme which will make you eligible for benefits, discounts, tailored offers on TAP Airlines and its partners in the sky and on land. With TAP Miles&Go you can earn and redeem miles on new flights, hotels and even shopping. Frequent fliers can also benefit from the upper tiers such as TAP Miles&Go Silver and TAP Miles&Go Gold.
While you fly TAP Airlines, you will experience the best of Portuguese hospitality and dining. The specially curated menu consists of traditional and gourmet Portuguese meals and desserts including the famed cheese platter. Long haul passengers flying in from Lisbon get the chance to reserve their meal up to a week in advance. Even the new Economy class menu has many fresh and healthy food options in various categories โ hot meals and cold meals, cold snack, snack served with a selection of Portuguese wines. In case any passenger has a special dietary requirement, they may make a request along with their booking and a least 24 hours before departure.
Inflight entertainment is taken to a new level on TAP Airlines and one could take advantage of the on- demand system to rewind or fast forward whenever you choose. Films, series, documentaries and news in Portuguese, English and French are available. You could also relax listening to the vast selection of music or enjoying the selection of games. TAP Airlines prides itself on providing exclusive services, and maximum comfort through personalised service and a welcoming ambiance on board.
To book a new flight, check flight status or schedule, head to to the TAP Portugal website. Fliers can also book a hotel, cab and holiday package. If you need to view and manage reservation, login to your account. The refund and cancellation policies vary according to ticket type and region. The homepage features the top destinations and offers running on roundtrips. Existing ticket holders can skip the airport queues and do web check-in.
TAP Portugal currently flies to Argentina, Brazil, Canada, China, Czech Republic, France, Germany, Israel, Italy, Netherlands, Norway, Portugal, Romania, Russia, Spain, Sweden, Switzerland, Thailand, UK, US and Zimbabwe. Within Portugal, the network includes Faro, Funchal, Lisbon, Ponta Delgada, Porto, Porto Santo, and Terceira.
With regard to baggage, on most flights, the airline allows 1 piece of hang baggage with 8kg weight (for Economy Class). Executive Class passengers are allowed 2 carryon baggage. As for checked baggage, a maximum weight of 23kg is allowed (Economy Class). Visit the Baggage section of website to know the precise details. For more information or queries on reservation, cancellation, refund, lost baggage, miles, career, or others, reach the TAP Air Portugal support.
I have been trying to get a refund that I was told from all off your TAP employees we would be able to get after you cancelled one of our flights without any notice! Then when we managed to find our way to our connecting flight via taxi. We were told your air line also cancelled that flight on us! We managed to make our way onto our original flight to Toronto after many hours of being told the flight was full (which it wasn’t, there were multiple open seats on the flight) and finally once we arrived home our luggage was missing and did not arrive on the flight. TAP staff assured us that we would be reimbursed for all of the issues! We have been home for 2 weeks now and I have sent well over 10 e-mails to TAP customer service and we aren’t even getting a reply!!
Sorry to be the bearer of bad news I have been waiting for 5 months for TAP Air Portugal to refund my cancelled flight! Now they are refusing to with no explanation!
Just terrible airline. Such rude staff and when travelling with small hand luggage for one night overstay business trip – weight 6 kg they made me check in the luggage- even if 8 kg is allowed. I rarely take this airline but today had no choice unfortunately. But I will never fly them again.
No information regarding costs hold Luggage on flight from Amsterdam to Praia, Cape Verde, trying to call, they keep you waiting and waiting. I have send emails, no reply. Very poor service!
I have made requests for information regarding a compensation claim, I have not had any satisfactory reply. When I try to track the claim the site tells me that the references are incorrect.
I waited 14 hours at Valencia airport on the13th of July ticket number 0472169766706 my first complaint ref.2018/240107 on 2018/7/16
second complaint ref.2018/256216 on 2018/7/26.
Tap air Portugal will not reply I have sent a request for a reply on Victoria site still no reply at leased they can tell me of their intentions.
They still continue to ignore my messages. Do TAP think that that I will just forget about it and it will go away?
I have been forced to communicate at the airport of Lisbon with 10 persons, but only one police officer could resolve an issue reasonably. Has your company a person capable to make the decision? I have been waiting for the answer for several weeks already. Reference No. 2018/229074.
We also had a very bad experience with TAP. Once the ticket is paid, they show no more interest in you. Our baggage arrived two days too late and we had a lot of troubles because of this.We immediately claimed but do not receive any reply to it! We are frequent flyer but never shared such a bad service with another airline as with TAP. We will never fly TAP again!!
The worst airline by which I have travelled. Cannot rely on their confirmations in writing. Pre booked exit row seats, paid for them and received confirmations with the assigned numbers.
Aircraft changed and they changed one of our seats from Isle to Window and not on the exit row.
Called again spent over a hour on the phone and were assigned bulk head seats. At the time of checking found bumped again to the next row. Suffered through the long flight sitting with not much leg room. No consideration. Would never fly again with this airline.
Does anyone know TAP UK address for the service of a claim by the Small Claims Court for Flight Cancellation compensation?
TAP – and others – have a legal obligation to compensate passengers for cancelled flights. Hiding behind a website, with no way of contacting them. is a disservice.
First and the last time ever by TAP airlines. Our fligt from Lissabon was over 12 hours delayd. Our flight was 18th of July 2018 and now it is October….We have tried several times to contact customer department (complaints) and every time they say “we will get you as soon as possible”.
TAP’s customer service police is terrible. Actually they don’t have it at all!
We were charged an extra $100 each (my husband and I) for luggage when we arrived at Toronto Airport on Jan. 31, 2018 and AGAIN this time $75 euros at the Lisbon airport on February 28, 2018. Our 2 friends we were vacationing with were not charged either way although they like us had two regular suitcases and the same weight. When we questioned the extra charge we were informed that our airline ticket only covered luggage for a weekend get-away. Tap advertises themselves as having no hidden fees. How are they getting away with this questionable practice to extract extra money from people standing at the gates in the airport? I want my money back. I believe we are entitled to our money back because of false advertising or questionable airline practices. I felt like we were being held hostage at the airport, pay up or else you can’t get on the plane. Is this not extortion? I can’t seem to find who to complain to? Can anyone help me with this?
TAP has several levels of tickets. If you bought the Discount level you are only entitled to a small carry-on. If you bought the Basic level you are entitled to one checked bag. It’s not TAP’s fault. Buyer Beware.
Poor service in Luxembourg yesterday after flight cancellation
Staff absent and unwelcoming at desk Rebooked on flight to Recife but via Rio
Had paid a seat but didn t care
Had used tap for ten years but first year they made me pay for luggage and seat
Terrible service worst than low cost companies
Will contemplate using air europa in the future
Do not wish yesterday expรฉrience to anyone
Ref number PZTIUC
I would not fly Tap again. Arrived at airport in Manchester to say that they had no record of our flights even though money had left bank account. No choice but to rebook at a more expensive price and our return flight was not available so we had to extend our stay. Ground staff in Lisbon were very rude. All in all one of the worst flight experiences I have had. Donโt bother flying with them.
Have you considered reaching out to TAP on Twitter, they seem to be more pragmatic online where millions can view your message.
TAP service is the worst I have encountered. The flight was OK but the ground staff seem to have an issue with customers.
This is the rudest and most rubbish airline I have ever travelled with. Every person we dealt with was unhelpful and ignorant. We spent almost ยฃ3k on club seats. Delayed at one airport…re-routed to another…missed our connection. No one told us what was happening. Took us on a 4 hour bus to change airports and left us outside with all our luggage and nowhere to go. Eventually found a customer centre after waiting 2 hours in the wrong place. There were 10 people waiting and 1 person on the desk where there should be 3. Just a nightmare. There should be a law against companies like this!
Trying to book extra luggage as I’m flying to Lisbon on 28th October. Got all info and when trying to book online it says I have no flight reserved for that day. My receipt details are in front of me and is not recognized. Shambles. TAP stands for Take Another Plane as they say… Disappointed as I’ve wasted the best part of half an hour trying to resolve this. Will have to resort to a phone call, extra expense and more time wasted…
I just want to leave a comment about the great experience we had flying TAP last year. The customer service and caring in a bad situation was outstanding! My husband and I and two of our three daughters were on the third flight out of Boston’s Logan Airport to Barcelona June of 2016-the plane had difficulties and after while it was decided that it was best to wait for a different plane and leave the next day. Bad situation, right? A vice-president of TAP was on the flight and was calm and compassionate as he dealt with frustrated passengers and explained the “next step”/remedy. TAP offered food and vouchers during our delay and when we left for Barcelona the next day the departure was flawless. However we got to Lisbon in the middle of the night and flights to connect to Barcelona were not available for hours. Bad situation, right? TAP bussed all the passengers to a lovely hotel in Lisbon for shower and rest. Seeing Lisbon in the morning light was magical!!! That along with the well done videos on the plane made my husband and I long to visit Portugal. Just a few months ago we booked a flight on TAP to Lisbon in May of 2018. We plan to visit Sintra, Ferragudo and of course Lisbon (staying in the Alfama district- the plane video peaked my interest in Fado music). So thank you TAP for turning what could have been a bad situation into a new interest and a special way to celebrate my husband and my 30th wedding anniversary! We look forward to flying TAP again and while we hope this flight is uneventful, we are thankful for the well managed adventure that brought this trip about!(We have been telling everyone we know who is looking to go to Europe to check TAP first!).
Your experience is exceptional, reminder to all, fly TAP with vice presidents on board otherwise you will spend 24 full and long hours at Lisbon airport… oh but you get a 16 euro voucher. I just needed to correct your misleading comment.
TAP has certainly known better days.
My recent flight with them from Lisbon to London wasn’t a pleasant experience.
With a normal size hand luggage piece with about 9kgs weight, I was asked to remove something from inside as the limit was 8kgs. Yes, 8 Kgs!! This is even worse than most low cost airlines. The inflight service was a disgrace, from the very bad quality of the small sandwich served (and nothing for those not eating meat) to the fact that all THREE calls I made to the cabine crew to ask for some water were ignored. Having been served a third of a glass of red wine with the sandwich, I asked afterwards if I (and the passenger travelling with me) “could have some more wine”. The steward’s answer: “we only have one more glass of wine left”.
Water and coffee were only served to passengers asking for them as the cabine crew were not mentioning it when serving the snack.
Also, there was a mistake with my booking and I was overcharged.
Tap airlines overbook or cancell fleights without telling the passengers in a timely fashion so they can rebook or book with another airline. They wait to notify you a week before the fleight to tell you that the fleight is cancelled, therefore either making you make arrangements to suit them or paying 5 times as much for another fleight on another carrier due to late booking. They did refund our money within a few weeks.
Hi, same story. Severe delays and no information. Now they simply ignore my complaint which I filled online more than month ago. Not a word. Maybe you have an email to reach them?
Terrible experience with TAP. I was traveling with my granddaughter and bought 2 business class round trip tickets from Newark to Lisbon with 3 day stop in Venice and 3 day stop in lisbon before returning to Newark. On our flight from Venice to Lisbon, which was business class, we were told by the agent that there would be no food or beverage service on our 3 hour flight however we were given food vouchers to be honored at 3 take out places in the airport. The voucher said it was good for a sandwich, pasta or pizza slice. We are gluten free but were assured by the ticket agent we could get salads. When we selected salads at one of the recommended places we were told at the register that our voucher did not include salads. There is NO excuse for a business class customer paying over 5,000 dollars for business class tickets to be treated this way.
I have never had such a bad experience as with TAP. Our flight to Lisbon was overbooked by 20 people. All of us were denied boarding at the point where we had boarding passes and were standing at the airport. We were given 400EURO compensation vouchers but no information about how to get them reimbursed. Several calls with automated machines and emails to addresses with automated responses later, I have no evidence that my claim to this money will ever be honoured. What crooks.
I traveled to Ghana in august last year with my family, my daughters luggage was missing, i reported the matter to the appropriate quarters but nobody seem to be doing anything. I requested a compensation for the full luggage but it is six months now and no one from Tap has the decency to even contact me to acknowledge the fact that they were responsible for my daughters missing luggage. I find it quite strange that an airline claiming to be among 10 best airlines in the world is behaving appallingly like this. It is a shame But i will continue to fight until they pay for the missing luggage.
On January 5 we departed Barcelona for a short flight to Lisbon and then a quick hop to Casablanca. Unfortunately flights that day were delayed, missed cancelled due to fog. Not TAP’s fault
However, we were met in Lisbon by TAP service rep who said that they were routing us to our destination by way of Bissau and then on to Casa. I thought they can’t be going to Guinea Bissau which is 1500 miles south of Casa and the rep assured me it was in Morocco. He also assured us that our bags would be checked through. So after a greulling long flight we found ourselves in the the capital of Guinea Bissau (not on my bucket list) with less than an hour to clear customs, immagration and security and then search for our luggage which never arrived. We then went through security again to board the Royal Air Moroc flight (which was not expecting us). When after about 7 extra hours of flying we arrived Casa we were told that our bags had never left Lisbon and that would probably de shipped the next day. We were given a number to call and spent much of the next day trying to track them down. Finally went out to the airport at about midnight to get them. So what are we out: 600 Moroccan Dirhams for the extra trip by cab late at night to the airport, many extra hours in the air, a lost day in Casa, and a great deal of stress and worry. The reason: TAP didn’t want to put us up in a hotel for the night or pay us compensation for the delays and cancellations. Nobody from TAP HAS CONTACTED US! I guess that is not surprising when I see the other complaints here. The only good thing is that I will now go to social media and tell my story of TAPs dishonesty and indifference customer service.
Our flight to Madeira 27.3.2016
Boking reference 3OGKFI
The whole Story
Prologue
Weekly flights from Helsinki to Madeira are nowadays quite few and always full. That is why we booked our flights six months before our planned trip. However two months before our trip we were informed that the connecting flight on the same day from Lisbon back to Helsinki was cancelled. (We now understand, that you had the right to do this kind of change provided that you just inform passengers early enough.) However this would have meant an extra night in the Lisbon hotel and all the inconvenience of unpacking and repacking. The other alternative was to try to extend our stay in our Madeira hotel by one night and postpone our departure from Madeira by one day. To cancel the flight was not an alternative for us, because the hotel was booked and there were no other flights available for that period any more.
Our Madeira hotel was kind enough to organise us an extra night even if that time of the year they are pretty crowded. TAP also found us a flight for next day. This way the inconvenient stopover flight was avoided, but on our cost!
The Story
You can imagine our feelings, when we were told at Lisbon Airport, that we had missed the connecting flight and had to wait six hours for the next one. This meant that we would practically miss our first day in Madeira. For the meals, we got vouchers just of mere 10โฌ!
I contacted TAP the first time 7.4.2016 by registered letter, the second time 20.8.2016 by e-mail and the third time 20.9.2016 by e-mail. Only then I got your first answer. It said bluntly, that we were โnot entitled to compensation according to EU261/2004 regulationsโ. To my enquiry about the regulation EU261/2004, I got the answer that โThe French Air Traffic Controllers were striking 21.3.2016โ. This was somewhat confusing, because our flight was not until 27.3.2014. Asking clarification I was explained, that the strike continued on on-off basis several weeks. In last e-mail of 11.10.2016 TAP also promised to check, if there were some other reason for the delay of our flight. We are still waiting!
If this is the case (i.e. the flight was delayed due to the strike) and you are not under obligation to any kind of compensation:
โข Why we were not informed already in the plain, that our flight would arrive late due to the strike, and we would most probably miss our connecting flight?
โข Why no one cared to contact us, not until 11.10.2016?
โข Why the handling of my complaint, took four months?
Epilog
I leave it for you to write.
TAP sucks. Period not reliable, unprofessional, and arrogante attitude,in al levels very disappointed and I will spread the word about the away their treatment towards the passengers just appalling.I just travel from lisbonesa! To Newark my luggage never arrived delivery to my house by FedEx 29 hours later!and to had insult to injury they stole 2 perfumes from my wife’s luggage
Complaint:
Myself and 7 friends bought tickets to Portugal from Morocco and we each recieved comfirmation emails with tickets and then we received emails telling us to check in at the airport. When we arrived at the airport three hours early for our flight, we were told that all of our tickets had been cancelled due to the flight being overbooked. None of us recieved an email with a ticket cancellation, we only recieved emails telling us that the flight was confirmed and to check in at the airport. The airport told us to call TAP to be refunded. When we called TAP immediately that morning we were told by multiple workers that there was nothing they could do even though THEY cancelled our flight without telling us. We spoke to one man, Pedro or Pablo or Carlos (he told us three different names) and he was laughing at us and telling us to “keep talking” “blah blah blah” “my patience only goes so far” he repeated while laughing at us. We went back to the airport and they told us to yet again call TAP because that is where our money went. When we called the next day, Pedro/Pablo/Carlos answered again and continued to answer each time we tried calling. He continued to laugh and tell us that it is a rule of the company that customers are not allowed to speak to supervisors. He did not help us in any way and was extremely rude. We finally got though to another man who was somewhat helpful and was able to proceed with a refund for our tickets which were over $400 and thousands between the 8 us of. He then told me I would get my money back on my card within 6 weeks. When I asked for an email stating I would get a refund he told me he was unable to send me an email even though I have various confirmation emails from this company. He told me it was “his word” that I would get my money. Why did we never get a cancellation email or a new flight provided for us? We are college students studying abroad and now we have wasted an entire weekend, wasted money on cabs, busses, planes, hotels, planned day trips and more, just because of TAP.
I placed Claim# 644JUL16 on July 14, 2016. I received an email response stating that, “We can assure you that your claim will be investigated and we will make every effort to ensure this matter is dealt with promptly.” As of today, September 15, 2016, I have not heard back. There have been no further responses to follow-up emails. When I phone customer service, I hear a recording advising me to call back later.
I am a frequent flyer with TAP Portugal. Yesterday I arrived At Lisbon airport for my flight only to be told that the airline had cancelled my reservation and forced me to pay 4 times the usual fare to buy a new ticket for the flight. TAP had acted unilaterally, making no attempt to contact me, offering no explanation and effectively abandoning me to my fate. Beware of being caught by this airline’s attitude to its customers and the devices it uses to squeeze more money from those who have to travel to London/ Lisbon frequently.
Dear Sir or Madam,
Re: Compensation claim for delayed flight
Booking reference: TAP Portugal : Y8I2SP
I am writing regarding flight TAP 367 on September 4th 2014 from London Heathrow to Lisbon with the scheduled departure time of 19:45hrs This flight arrived over 3 hours late at 01:32 hrs at Lisbon airport.
The judgment of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation for delay as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this delayed flight.
The passengers in the party were Dr L Hogh and Mrs Tracey Moore
My scheduled flight length was 1560 km, therefore I am seeking โฌ400 per delayed passenger in my party.
The total compensation sought is therefore โฌ800 for both passengers.
I look forward to a full response to this letter within 14 days. If I do not receive a satisfactory response I intend to pursue my complaint further, which could mean taking it to court.
Yours faithfully,
Dr Louise Hogh
I filled out a form on expedia for a TAP booking from Porto to Paris (ori) and did not intend for the information to go through until I had reviewed times. I tried to cancel the booking but it went through. I believe the booking has not been confirmed and wish not want to purchase it as it clashes with my other flight. I tried immediately contacting expedia but neither the phone number or link they supplied works. The email they sent was also corrupted. I have twice tried to ring through the Skype connection you supplied but the first cut out after 4 minutes and the second cut out after 7 minutes . Neither time did I get to speak to a TAP representative. There were no other contact details supplied by TAP other than international phone numbers which, with waiting times, would be ridiculously expensive. I do not wish to book this flight.
On reading these comments I am regretting ever booking with Tap Portugal. I have spent all morning trying to get them on the phone to confirm my disability assistance for my flight on Wed the 29/3/2017 and for my return flight on 6/4/2017. They just ‘don’t answer’.
I have tried filling in the disability form for assistance on the tap help page which is a joke as it is completely contradictory.
You fill in one part and it asks you to fill in another part etc.
The disability assistance has to be booked 48 hours before flying so what can you do if you can’t get them ?? Some of your stories on here are appaling. How an airline can treat it’s customers like this is beyond belief. I’m dreading this journey !!
Complaint:
We had a very bad experience with your TP flight.
We were in Madeira and on way back on 28.7. you firstly canceled our flight from Lisabon to Praque at 9:15. Then the next flight at 15:40 from Lisabon had 1 hour delay and was not provided by TP, but some arabic company. During 3,5 hours flight they offer us the drinks (only once) and “something” not eatable, cold white toast with one slice of cheese. I can send you a picture if you will provide the e-mail address.
We pay for 2 tickets more then 1000 โฌ and should get one hot meal on board at least. We would appreciate some compensation from your site.
Krskova Miriam
Hello,
My luggage was lost in a flight from Miami, USA, to Rome, Italy. It has been 5 days since this happened, and my luggage has not being delivered. Inside my luggage was a medication for my chronic condition, and my little girl clothes. We saved 3 years for this trip and the ineptitude of this company to handle this issue properly and in a timely manner has ruined this trip for me and my family. This is the last time me or anyone I know flies TAP. I have contacted central tracing by email and they have done nothing to resolve the issue for us. My hotel calls every day snd the answer is still the same. I cant believe I have to be the 15 days in Italy without my medication, and that I have to buy clothes for my daughter. Unbelievable. Worst customer service ever.
YANET ALBA
I booked a flight on January 26, 2014 from Malaga to LIsbon leaving 11:05 Flt TP1075 to catch connecting flight from Lisbon to Newark NJ @ 12:35 Flt 103. The 11:05 flt was cancelled and changed to 3:00 which causes me to miss the 12:35. Therefore, I’m forced to take a night flight 31077 a day early on January 25 and have to stay overnight in Lisbon to catch the Lisbon/Newark flight on January 26. I would like TAP to arrange for a hotel at the airport in Lisbon for Jan. 25 and for TAP to pay for the hotel since I’m having to leave my vacation a day early and forced to stay overnight in Lisbon. Please contact me asap. Thank you
Sherry, we had a similar situation recently (May/June) with TAP. They promised they would reimburse us for the one night hotel overstay. However, we have submitted our receipt three times to no avail. It is very unprofessional and disappointing! Best of luck.
We are totally devastated by the treatment we have received by TAP.In short
we arrived at Manchester airport at lunchtime to check in for a flight at 16.55 to Lisbon only to be told that the flight went this morning.This has meant that we have missed our connecting flight to Miami and our onward connection to Puerto Rico for a long awaited holiday.I cannot put into words our upset and disappointment and would like to know how TAP are prepared to compensate us for this nightmare. wePrinted all of the documents 4 days before the flight and were confidently looking forward to a stress free flight. We would like to hear from a member of your team very soon please. j