Dmytro V.
5/5
The last time o flew with TAP Portugal to Heathrow to get a connection flight, the flight delayed for more than 2 hours. Even though I ran, and reached the gate for connection flight in time, my ticket was cancelled.
The gate attendant missed me, there was no one at gate for departure to check if someone would come from late flight. There were no signs or indicators to inform about a "flight connections being redirected, please wait here"
I had an opportunity to talk with a SkyBreak agent who stayed behind "just to make sure". The Alvin had a tired face, worried look and buried in the screen pressing buttons. When I arrived, he looked at me with curiosity and question in his eyes. When I told I am from TAP delayed flight, his sighted of relieve. After confirming, he told me the handling of hotel meals, transport was already, done and I should worry not!
For some reason I felt at ease, maybe it was calmness and steadiness in his voice, maybe because his face instil the trust and confidence, but I felt relaxed. Confirming that I was all right, he resumed checking things, and was very concentrated. For someone who stayed after hours and after long day of work, it is extremely commendable.
The option for shuttle was bad, since shuttle left at 22, the next one would be at 23, and thus I would miss dinner and would have less 1 hour for sleep, which I very much needed. He kindly offered to ride with me in the bus to the stop and indicated where the hotel would be.
I am very grateful you have such a good clerk, and hire such kind and attentive personnel.
Also I would like to claim refund for delayed flight.
The last time I flew with TAP Portugal to Heathrow to catch a connecting flight, my flight was delayed by more than two hours. Even though The arrival attendant missed me, I have asked for directions to connection flight to Abu Dhabi and I was pointed the direction, and told “it is on T4”and that “You might catch it if I run”. And so I ran, I have reached the gate for my connection on time, but was informed that my sit had been already sold out.
There were no signs or indicators to inform passengers about any redirection of flights or to say, “Flight connections being redirected, please wait here”. There was no info at the departing gate to check if any passengers were arriving from delayed flights, there was no indication to the land crew on how to handle this. And Etihad handled this with outmost professionalism, but this text is not about them being awesome and guiding me to place where I could sort this mess. It is about the SkyBreak clerk agent at check-in desk.
Fortunately, I had the chance to speak with a SkyBreak agent who had stayed behind “just to make sure.” The agent, Alvin, had a tired face and a worried look, with his attention focused on the screen in front of him. When I arrived, he looked at me with curiosity and a questioning expression. As soon as I mentioned I was from the delayed TAP flight, he sighed with relief. After confirming my situation, he reassured me that arrangements for a hotel, meals, and transportation had already been made, so I had nothing to worry about.
For some reason, I felt at ease—perhaps because of the calmness and steadiness in his voice or the trust and confidence his demeanor inspired. Once he confirmed everything was in order for me, he resumed his work with concentration. For someone staying late after a long day, his dedication was truly commendable.
The shuttle was not an option, since the next one would arrive after 11 p.m., meaning I would miss dinner and lose hours of much-needed rest. Alvin kindly offered to ride with me on the bus to my stop and pointed out where the hotel was located.
I am very grateful to have encountered such a helpful clerk, and I appreciate the kind and attentive personnel you employ.
Additionally, I would like to request a refund for the delayed flight. 😊
