A terrible experience with TAP Air Portugal Airlines October 2nd, 2021.

All incidents happened on video for documentation. Mr. Rogers (well known as legendary international recording artist CeCe Rogers) had arrived in Lisbon only to get on the next flight to Manchester UK for a performance on Oct 2, 2021. Upon boarding, Mr. Rogers had gotten in line to board his flight (proper paperwork in hand) and the Service Personnel (we have a pic and video of his badge as well) proceeded to tell Mr. Rogers that his class was "over there," presuming Mr. Rogers, an African American man, was not supposed to be flying business class and pointe him in the direction of the economy class. Mr. Rogers informed the man working as the service personnel that he is in fact in the correct line to fly business class and handed him his ticket. For whatever reason, the service personnel at the desk started to treat Mr. Rogers with disrespect and caused an embarrassment in the line. At that point, for his own safety, Mr. Rogers pulled out his phone and was video recording the conversation. Mr. Rogers gave the service personnel his paperwork including his negative test results, vaccination certificate, and passenger locator card. Mr. Rogers was only to get off at this airport to get right back on the next plane traveling to Manchester UK. Mr. Rogers was unaware that he was to add another flight number onto the passenger locator card since he was just passing through. This was Mr. Rogers very first time flying with TAP Airlines. The service personnel told Mr. Rogers that he's not flying and ignored him when Mr. Rogers pleaded for help from him and the other lady at the service desk. Just coming in from the United States, Mr. Rogers couldn't get signal for the internet in order to add the flight number on his tracking form so he can proceed to get on his scheduled flight. The service personnel proceeded to be rude and disrespectful towards Mr. Rogers and even came from behind the protective barrier and tried to take Mr. Rogers phone out of his hand. Mr. Rogers was violated on many levels after this. After the service personnel resumed to his position behind the COVID barrier at his desk he then told Mr. Rogers his flight was cancelled without any explanation.Mr. Rogers was then forced to stay at this airport, miss his flight to his show, and was completely violated of his rights. Mr. Rogers is a VERY well known celebrity internationally, and to be treated with such disrespect by the racial acts and stereotyping given from TAP service personnel was unacceptable. The physical assault by this man at TAP Airlines, AND violating Mr. Rogers social distancing rights, we will be proceeding to take further legal action. We would appreciate someone of higher authority to contact myself and Mr. Rogers at your earliest convenience. Thank You.
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[Sunshine]

I probably would have went to a general airport worker for help. That agent really needs some customer service classes. So glad you got to where you needed to go!

[chicagoprincess]

Great Customer Service, definition the provision of service to customers before during and after a purchase. Great customer service is being reliable, careing, friendly, helpful, and supportive all with a smile. The attitude of this airline professional, Was unconscionable, he was very unprofessional what happened to making your customers happy ( absolutely no empathy). I quess that's out the door now the employees can treat paying customers any way they want to? Customer service retraining needs to happen here. Sorry Cece for what you had to go through, absolutely terrible, SOMEDAY!
P/S...To assume because of his skin color he was in a lower class area, SHAME ON YOU, Tap Air Portugal

[summerhutchison]

everyone should call THE BETTER BUSINESS BUREAU and make a report on TAP Airlines...lets push for whats right. Praying it will put a stop to this.

[renateadadevoh]

Dear CeCe, I am very sorry that you got into this situation. When someone asks me for help, I think about how and if I can help. This man could have helped you quickly and easily.
You politely and factually explained what you would need to continue your flight.
By publishing the video, you received immediate assistance. You managed to continue the flight. I am very happy about that.
The friends of the employee now want to strengthen and support him. They defend his rights and distract from refusing to help you. They also do not respond to the fact that he has made discriminatory statements.
Has the airline contacted you yet? Has someone apologized to you? Did you file a complaint? Did the employee report you? Or is everything going in the Youtube comments?

[geminirose]

Thank you for sharing this, hopefully TAP Airline views this to see how they are being represented by their so called "customer service reps". The rep led with speculation and assumption redirecting you when you initially walked up to the service desk by telling you to go to economy before looking at your paperwork or asking how he could assist. Then to not offer any type of suggestion or provide options, they cancelled the flight despite the tickets and funds that had already been paid for the ticket. Not only a bad show of customer service on his part but the rest of the team on hand, primarily the rep behind him behind the glass who clearly was not taking care of any customers. Was she the so called manager on hand or another "CSR" that could have but didn't offer to move you to the side and try to help. This company might review with their reps how customer service truly should be displayed, not just for business class but for anyone that pays for their service and needs assistance if they want their name to be shared in a positive light with travel and service, or to be suggested for friends and family as a good airline to fly - at this point it will not come from many that this has been shared with and those we share it with going forward.

[TheKanikkiJ]

I am just seeing this. Did you get to where you needed to go?

[pixielsa]

Damn . Shouting some love . Wish I could have that alternative go party instead with Marshall Jefferson if my flight got cancelled by a mook.
So jealous . Have fun 🥰👍

[InfinitePlayzD]

this happened to me aswell and we have to play for new tickets over £1000.

[CarlosViegas]

But.. from what I know there is a free internet access at Lisbon Airport…

[mofoexperience]

Terrible :( Will be glad to report to BBB.

[theviralchannel]

The Airline should be ashamed of themselves for handling the situation this way.

[newvibesforyou]

You shouldn't have to go through this to get to where you need to be especially when you handled your things ahead of time. Portugal is at fault for this especially when he came around the desk at a passenger.

[dedepayne]

A little empathy goes a long way. At least give information on how to access the internet or call a team member that can.

[ruimoreira]

Pepe, com este nome a Summer só pode ser actriz porno...

[bakarypabi]

I will never fly with tap mine was worst

[FJMPH]

So Mr Cece Rogers thinks that because he is a public figure he has more rights than other passengers?

Does Mr Cece Rogers think he can have special treatment and travel without the documents YOUR country requires?

And, as if that wasn't enough, he still commits a CRIME, filming and abusing the image of a worker who just limited himself to DOING HIS WORK!! That' s the real harassment!

This says a lot about people like Mr Cece Rogers and his Summer Hutchison girlfriends who think they should have privileges and not comply with the laws and rules that other passengers have to comply with!