for a PLUS ticket on tap, which advertise "free changes", I cannot seem to get them.

On the website, there's a bug that won't allow me to change a single passenger. The confirmation screen shows all passengers and I ain't clicking agree on that. But even on the website, selecting a flight that is cheaper than the one I am holding will charge U$7.50. So not free.

Since I cannot make the change on the website, I tried the phone. It gets worse. They don't know about the website limitation/bug and to do the change there, again on flights cheaper than the one I am holding, there's a EU$36.70 fee.

So, Is there any way to hold them accountable for the "Free changes" advertisement?

  • You can ask them on social media (e.g. Twitter). Some airlines are very reactive to that, don’t know about TAP. Don’t threaten anything but be negative, just ask. Otherwise it’s probably small claims court or the local equivalent m, but that will take some time (and you’ll need to have evidence).
    – jcaron
    Apr 15, 2023 at 21:47
  • Do you have anything in writing about the free changes? Apr 16, 2023 at 21:09
  • what's a "TAP" in this context?
    – njzk2
    Apr 16, 2023 at 21:26
  • 1
    @njzk2 TAP is the portuguese flag carrier (airline).
    – dunni
    Apr 16, 2023 at 22:27
  • @NicolasFormichella it is widely displayed on all their purchase/info pages. You see "free changes"/"no fee changes" all over the place.
    – gcb
    Apr 23, 2023 at 10:26

1 Answer 1


Still not free, but a small workaround I found.

you can call them and ask to split the ticket, to get a new reservation code per passenger. This is free via the phone.

After you have one code per passenger, the broken website will not crash and you will be able to just be scammed out of some USD$8 per change.

Still far from free, but better than EU$36 per change.

  • In some cases (which is not necessarily true in your case), the changed ticket will need to remain in the same category as the original ticket (e.g. Flex or Plus or whatever) and the price is not the cheapest displayed price for e.g. basic economy.
    – xngtng
    Apr 23, 2023 at 12:30
  • makes sense. but it is undeniable it is a fee since: 1. all flights will show at least that extra cost, 2. even after selecting one of those, my eticket was updated to show a new cheaper flight in the cost description. So i did pick one that was cheaper than mine and still paid the fee.
    – gcb
    Apr 23, 2023 at 16:12

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