Applicability
The following rules shall apply:
In respect of flights departing from an airport in the EU, and flights departing from an airport in a third country to an airport in the EU (unless you received benefits or compensation and were given assistance in that third country);
On condition that you have a confirmed reservation (you have a validated ticket or other proof that your reservation was accepted and registered by SATA or tour operator) on the flight concerned and present yourself for check-in as stipulated and at the time indicated in advance and in writing or electronically, or, if no time is indicated, not later than 45 minutes before the published departure time;
Only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;
Where SATA is the operating carrier of the flight.
Rules for Assistance
When SATA reasonably expects a flight to be delayed beyond its scheduled time of departure:
- for two hours or more in the case of flights under 1500 kilometres; or
- for three hours or more in the case of all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres; or
- for four hours or more in the case of all flights not falling under (1) or (2),
We will offer you, free of charge:
- meals and refreshments in a reasonable relation to the waiting time;
- two telephone calls, fax messages or e-mails.
When an overnight stay becomes necessary, in addition to the assistance described above, we will offer you:
- hotel accommodation;
- transport between the airport and place of accommodation (hotel or other).
When the delay is at least five hours and you decide not to travel on the delayed flight, in addition to the meals and communications assistance described above, SATA will offer you: reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank cheques or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
SATA will offer you the assistance described above within the time limits set out in paragraphs (a)-(c) above with respect to each distance bracket. However, care for passengers awaiting a delayed or an alternative flight may be limited or declined if the provision of the care would itself cause further delay.
The assistance described above will apply without prejudice to any rights you may have under applicable law (including EU Directive 90/314 on package travel) to further compensation, although any such assistance granted may be deducted from any such further compensation.
Certificates in case of delay or cancellation
If you need a certificate of delay/cancellation, you can request it by e-mail to info@sata.pt.
Certificates can only be requested by providing the passenger/representative’s identification and the booking code.
Due to the request's nature, it is therefore mandatory to:
- Send a copy of the identification document (ID card/citizen card/passport, …);
- Inform the purpose of the certificate.
| Certificate | Purpose | Deadline for request | Cost | Cost after request deadline |
|---|---|---|---|---|
| Certificate of Itinerary Change | Meant to prove, for Social Mobility Aid purposes, the existence of a travel change, whether voluntary or involuntary, at no additional cost. | Up to 3 months after flight date | Free of charge | €20.00 |
| Delay Certificate | To justify the delay or cancellation of a flight to certain authorities. | Up to 15 days after flight date | Free of charge | €20.00 |
NOTE: All requests for certificates that do not fit into the situations listed above must be requested via email to info@sata.pt at an associated cost of €20.00 per certificate.
For all due purposes, we inform you that we will process your personal data in accordance with Regulation (EU) 2016/679 of April 27, for the sole purpose of issuing said certificate. For more information, please consult our Privacy policy.
These Notices are required by Regulation EC 261/2004 of the European Parliament and of the Council of the European Union
Contact details of the Portuguese designated body for the enforcement of the Regulation:
ANAC
Autoridade Nacional de Aviação Civil/
Portuguese Civil Aviation Authority
Rua B, Edifícios 4, 5 e 6
Aeroporto Humberto Delgado
PT-1749-034 LISBOA
Portugal
Phone: +351 (21) 284 2226*
Fax: +351 (21) 847 3585
E-mail: consumidor@anac.pt
Website: www.anac.pt
* Call to Portuguese landline phone. The cost depends on the agreement you have with your operator.
Check here the contact details of the National Civil Aviation Authorities of the European Union.