Aug 12, 2007 11:35 PM
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This is an account of the return flight I booked with TAP in January 2006 for a short break in Porto. I headed out from London Heathrow and returned to London Gatwick. Incidentally, I booked the trip this way so as to have direct flights in both directions though you will read it did not quite turn out this way. This is all relevant background to the following which might alternatively have been called 'A tale of two flights'.
Arriving in good time at Heathrow to secure my very tall friend a suitable seat I was advised by friendly staff at the TAP desk that the flight was cancelled due to a Fire Service strike in Porto. I was given the option of re-booking for the next day (hopeless to me as it was a weekend break) or flying to Lisbon and having a "two hour" road transfer.
We were not allowed to actually check in until some 90 minutes before departure which was a bit of a pain as we stood around for over an hour (most airlines open check in 2 hours or more in advance). During this time I came to the conclusion the check in staff were also working for Alitalia and in fact were Italian (certainly their manager was wearing Alitalia ID).
Though the staff were polite it was also evident they had little idea as to what the real implications of the delay would be.
When I checked in they took 15 minutes to find my e-ticket on their system. A nerve racking moment. Check in finally complete I had little time to pass security, eat something (I had to leave early that morning so was starving) and get to the plane for boarding. Quicker opening of the check in would have helped.
The flight effectively replaced the Porto flight and departed on time together with passengers on an earlier cancelled flight to Faro.
The cabin was clean and comfortable - leg pitch seemed tighter than some rival carriers in Europe (British Airways, Lufthansa etc.) to me, but the plan was half empty so there was plenty of room for my two friends. A light lunch comprising a roll with cheese (OK) and some cake (OK) was served along with a drink of choice (I took red wine - Portuguese - quite pleasent). Landing in Lisbon on a clear January afternoon yielded some stunning views. So far so good, but we had of course purchased a flight to Porto.
We were told to collect our luggage and board a bus to Porto. Assistance in luggage re-claim was limited to say the least. After an hour and no bags and with the lost luggage desk mobbed I suggested the Porto luggage must be stored somewhere to a passing official. She gave me such a mouthful in return about how this could not possibly have happened I felt quite stupid - 10 minutes later the same woman walked over to a stand to make an intercom announcement that the luggage check through to Porto would be coming out. Needless to say no apology was forthcoming from her as she passed me by.
Two hours after landing we were getting on the coach to Porto. No extra refreshment was on offer. I again asked the duration of the drive and it had increased to 3.5 hours from the two the (possibly Italian) check in guys had told me back in London.
This did not include the time the driver decided to spend at a service station. He announced in Portuguese only we would stop for 15 minutes. Some passengers still had no Euro's. Having got a seat at the rear of the bus I had to wait ages to get off and into the packed self service cafeteria to buy some much needed food and drink. By the time I was anywhere near being served 15 minutes were up and assuming a ban on food and drink on the bus I aborted my wait. Most annoyingly the driver did not return to the bus for a further 25 minutes.
Next people asked if we would be dropped in Porto. Noway - my contract is to the airport only he apparently told them. The airport is 30 minutes north of Porto - what a pain! Another hour effectively lost plus - given we were now 6 hours late, we had missed the free airport bus TAP passengers can usually board and, in the apparent absence of any airline representatives, were left to pay for a taxi to town.
The return was rather better. Check in was quite slow in the half built Porto airport and facilities there, though modern, do not lend much to passing the time.
There was a short delay for the return flight but at least it was going. On board service was similar although it was the evening and a roll was less substantial at this time. We were given a second serving of drinks and a third bottle of wine came on request which I shared with my friend.
The crew were perfectly OK, more mature than many airlines but reasonably professional. The plan was quite full and they were busy more or less the entire 2 hour flight.
In summary, TAP cannot be blamed for the strike, but the lack of information check in staff had on the alternative transfer and the dismal contingency arrangements were pitiful. The return flight to Gatwick a few days later was much better though far from outstanding and I cannot help but feel TAP are not one of the stronger partners in the Star Alliance along the likes of Singapore, Thai and Lufthansa but they are probably on a par with LOT and better than BMI in so far as they do at least offer a full service rather than charging for meals!
I would not say avoid this airline all together but if there was an alternative scheduled service I would be inclined to try that if the price was not too much more.
