Customize trip | FAQs

MyUpgrade

ELEGIBILITY

What is MyUpgrade?

MyUpgrade is a service offered by Azores Airlines that gives you an opportunity to make an Offer (bid) within a pre-determined price range to get an upgrade to the next cabin.

 

Who is eligible for the MyUpgrade service?

MyUpgrade is offered to passengers holding a confirmed Azores Airlines ticket.

 

How does MyUpgrade work?

After your ticket has been issued, you will receive an email 10 days prior to your flight departure inviting you to make an Offer to upgrade your flight to Business Class. You must provide a valid email address when booking for your flight in order to receive an invite from us. Simply click on the MyUpgrade link found in the email where you will be redirected to an Offer page. As an alternative option, you can go directly to the MyUpgrade page at upgrade.plusgrade.com to check your eligibility. Enter the airline (PR) Booking reference and Last Name, and follow these steps:

  • Step 1 – Make an Offer

    Choose the amount within the minimum and maximum range that you want to Offer per person for each flight segment.

  • Step 2 – Enter your credit card details

    We will only charge your credit card with the Offer amount, plus all applicable taxes and fees (if any), once you are successfully upgraded. You will also need to enter a valid email address which we will use to communicate with you about your Offer.

  • Step 3 – Review and Submit

    Check that all information is correct before submitting the Offer.
    If your upgrade is successful, you will be notified by email within 24 hours before flight departure. If your offer is not eligible for the upgrade, you will receive this information by email.
    Your credit card will not be charged and your original flight booking remains the same.

 

Are all of my flights eligible for an Upgrade?

You may place an Offer to those flight segment/s mentioned in the email invite or as indicated in the Offer page.

 

Are there any specific reasons why I might not be eligible to make an Offer?

There are several reasons that may influence your eligibility:

  • You are holding an award ticket (frequent flyer program) or a ticket resulting from a commercial agreement or partnership
  • Booking with an Unaccompanied minor
  • Booking with 10 or more passengers under one (1) Booking Reference or Record Locator
  • Booking with one or more of the passengers on Medical Case (“MEDA”) and/or flight assistance (wheelchair)
  • Codeshare flights
  • Charter flights
  • Special services associated with the flight, as sports equipment and pets, or luggage.

 

Can I make an Offer for MyUpgrade in other Airline partners?

Only flights operated by Azores Airlines are eligible for the upgrade. Codeshare flights operated by other airlines are currently not accepting Upgrade Offers.

 

 

MAKING AN OFFER

How do I select the Upgrade amount I want to pay?

Move the price slider to show the amount you would like to pay for each flight segment.

 

What do the colors on the Offer strength meter indicate?

The Offer strength meter indicates the likelihood that your upgrade offer will be accepted, based on the availability and set criteria. This meter shows how strong your Offer amount is and not a confirmation that your Offer is accepted.

 

Can I select different upgrade amount for different flight segment/s on my itinerary?

Yes. Simply use the price slider to set how much you would like to pay for each of your flight segment separately.

 

Is the Upgrade Offer for all passengers in the booking?

Your Offer is for all passengers included in the booking. The Offer amount as shown in the price slider would indicate how much you are willing to pay for each passenger.

 

There are several passengers in the booking, but I only want to make an Offer for some of the passengers. Can I do this?

Upgrade Offer is submitted for all passengers in the booking. If you wish to do this, you may need to coordinate with our Reservations/Ticketing agent or through your travel agent and request to split the booking of the passenger/s for the upgrade. You will be given a new Booking Reference, but your ticket number and other flight details of the original booking shall remain the same.

 

What should I do if I do not wish to make an Offer for a particular flight segment?

If you do not wish to make an Offer for a certain flight segment, you should move the price slider to the far left until you see “No Offer”. This means that no Offer will be submitted on this segment and will not be considered for an upgrade.

 

Is there a time limit on making an Offer?

The Offer window closes at 24 hours prior to departure of each flight segment

 

How can I submit an Upgrade Offer?

You can make an Offer through the following channels:

 

 

PAYING FOR THE UPGRADE

When will the upgrade be charged to my credit card?

We will only charge your credit card once your upgrade has been confirmed. Your card will not be charged if the upgrade is not accepted.

 

Can I pay with two different cards?

No. Each upgrade for your booking reference can only be paid for in one transaction by the same credit card.

 

Can I use any type of credit card to pay for the upgrade?

MyUpgrade accepts Visa, Mastercard, and American Express on select routes.

 

Can I pay my upgrade using SATA IMAGINE Miles?

No. Upgrade must only be paid using credit card.

 

Are there any other taxes or fees to be paid when an Upgrade is selected?

The total amount shown on the Offer Confirmation page includes all applicable airline taxes and fees (if any).

 

 

SUBMITTING YOUR REQUEST

What do I need to review before I submit my Offer?

Please review the Offer amount for each flight segment of your trip to ensure that it matches your intention. Please also verify if you have entered the correct payment and contact information.

 

What are the Terms and Conditions?

The Terms and Conditions are the full program details of MyUpgrade. We can only process your Upgrade Offer request once you indicate that you have read and agreed to this.

 

What should I do if I encountered an error while submitting an Offer?

Go back through the offer process and check if you have entered all information correctly. If you are still receiving error message, you may contact us at upgrade@sata.pt

 

I did not get an email after submitting an Offer, what should I do?

Email confirmation is sent immediately after you submit an Offer. You may also check the spam folder of your email account for any email from sender: upgrade@sata.pt

 

 

MODIFY OR CANCEL AN OFFER

How do I cancel my Offer?

You may cancel your Offer by clicking on the Cancel link in the Upgrade Acknowledgment email you received after you have submitted your Offer. You may cancel or resubmit an Offer at least 24 hours prior to flight departure.

 

I need to change my flight booking for which I have successfully been upgraded. Can I transfer the Upgrade to my new flight?

No. Successful upgrades are non-transferable, non-refundable, and are valid only on the flight/s and date/s shown.

 

What happens if the flight for which I was upgraded is cancelled?

If your flight is cancelled due to airline’s fault, the upgrade amount and applicable taxes may be refunded in full.

 

 

UPGRADE OFFER PROCESSING

How do I know if I have been successfully upgraded?

If your upgrade is successful, you will be notified by email at least 24 hours prior to flight departure.

 

What happens if I am not upgraded?

You will receive a notification through email informing you that your Offer was unsuccessful. No amount will be charged to your credit card and your original flight booking remains the same.

 

What does it mean if I see an authorization for the upgrade amount on my card?

As part of the upgrade decision process, we may validate if the credit card provided is active. This is not a guarantee that you will be upgraded, however, it is a step in the acceptance process.

 

What happens if there is an authorization that's declined by my bank?

As part of the upgrade decision process we may validate if the payment card provided has sufficient funds available. If funds are not available, we will not proceed with the upgrade acceptance. If this happens, you will receive an email from us with two options to make funds available for the upgrade:

  • Call your bank to approve the transaction and ensure funds are available, then click the link on the email to let us know
  • Follow the link on the email to provide us with new card details

Once notified we will retry the upgrade acceptance if there are seats available and if there is enough time to fulfill the upgrade prior to departure.

 

Can I increase my Offer after I found out I was not upgraded?

No. If your Offer has been unsuccessful, you may no longer make another Offer. It is important to put your best Offer forward initially for a better chance of being upgraded.

 

How do you assess my Offer?

We consider several factors when assessing upgrade offers. This may include the value of your Offer and the value of other Offers on the same cabin class, the number of seats available in Business Class, and SATA IMAGINE tier levels. You will receive an email notification whether your Upgrade request was successful or not.

 

 

AFTER YOU HAVE BEEN UPGRADED

What are the benefits if I get upgraded?

If you are upgraded to Business Class, you will enjoy the following benefits:

  • Dedicated priority check-in and boarding
  • Business Class free baggage allowance
  • Access to VIP Airport lounge, whenever available
  • Priority baggage handling
  • Seating comfort and legroom
  • Special menu choices

 

Do I earn additional SATA IMAGINE Miles when I get upgraded?

Mileage accrual of the upgraded flight is based on full Business Class.

 

What documents do I need to present at the airport?

You may present the confirmation email stating that your upgrade was successful. Just the same, system is updated accordingly to reflect that your flight has been upgraded.

 

Do I have additional baggage allowance?

Yes, you are entitled to the free baggage allowance based on the applicable class of service you have been upgraded to. To check the baggage limit please visit here. Note that the additional baggage allowance applies only on the flight that has been upgraded.

 

What if I have purchased prepaid baggage prior to upgrade?

Prepaid extra baggage reservations are currently not permitted. Refund is not permitted.

 

What happens to the seat I purchased with my Economy Class travel when I upgrade?

If you have purchased your prepaid seat on an Economy Class trip, this payment will be refunded. After receiving the email confirming that your offer has been accepted, please contact your issuing agent for the prepaid seat refund.

 

What are the fare rules of the upgraded flight?

Fare rules of the original ticket shall apply.

 


 

MyExtraSeat

What is MyExtraSeat?

MyExtraSeat gives passengers a more comfortable Economy Class experience by having the seat/s next to them neighbour-free throughout the flight.

 

Who is eligible to purchase MyExtraSeat?

MyExtraSeat is available to passengers with confirmed Azores Airlines and SATA Air Azores Economy Class tickets provided there are no pre-arranged special service requests, such as, but not limited to medical and wheelchair assistance, bassinet and other such services.

 

How much do I have to pay for a MyExtraSeat?

Rates vary per sector, destination and number of seats reserved.

 

How can I purchase MyExtraSeat?

You can easily purchase MyExtraSeat within 48 hours and 2 hours before your flight through an email invite that will be sent to the email address indicated in your flight booking. Alternatively, you can also book your neighbour seat on our website. (link)

 

What are the acceptable payment methods?

Paying through a credit card – Visa, AMEX and Mastercard – is the only acceptable payment methods at the moment. The amount will be charged upon confirmation of the extra seat.

 

Can I purchase MyExtraSeat at the airport?

No, MyExtraSeat is only available online, through our website.

 

How many extra seats can be reserved per passenger?

A qualified passenger may purchase up to a whole row of MyExtraSeat depending on the aircraft assigned for the flight. This can be up to a maximum of two seats.

 

Do I get to choose my seat when purchasing MyExtraSeat?

The passenger may select the MyExtraSeat adjacent to their assigned seats. Please note that changing of seat assignments will not be allowed once the purchase is confirmed.

 

Will I be seated together with my traveling companion if I purchase MyExtraSeat?

Traveling companions who purchase MyExtraSeat will be seated together provided they are booked in one booking reference and depending on seat availability.

 

How will I know that my request for a MyExtraSeat is confirmed?

After purchasing a MyExtraSeat, you will receive an email confirmation indicating your flight date, flight origin and destination, number of seats purchased, assigned seats, and the total amount charged.

 

Is a MyExtraSeat guaranteed?

Certain unavoidable circumstances such as, but not limited to aircraft change, flight schedule or instances due to safety, security, and operational concerns may require us to change your seat or assign the free seats next to you to another passenger. The guarantee of your MyExtraSeat will be reconfirmed during boarding. In an unlikely event that the extra seat assigned to you is not provided, a full refund will automatically be processed to your credit card after your flight.

 

Are there additional benefits that come with MyExtraSeat?

Purchase of a MyExtraSeat only guarantees the comfort of having vacant seats adjacent to your seat for a more comfortable Economy Class experience.

 

Can I cancel a MyExtraSeat once confirmed?

Voluntary rebooking or cancelation will forfeit the MyExtraSeat and no refund will be issued. Refunds are issued in the event of irregular operations, including, but not limited to, flight cancellations, aircraft change due to safety, security, or operational reasons.

 

Can I still purchase a MyExtraSeat on my next flight?

Yes, you may purchase a MyExtraSeat on your next flight, following the same terms and conditions.

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