We work daily to offer our passengers a pleasant and comfortable experience, making sure that all the details involved in a trip are properly covered.
Despite this, we cannot avoid occasional problems related to baggage.
To ensure we can solve any irregularity as soon as possible, please check your baggage carefully when arriving at your destination and when removing your baggage from the carousel to avoid an exchange of baggage with other passengers or to be able to complain immediately if you find any damage.
We also ask for your understanding regarding the fact that baggage is subject to normal and inevitable wear and tear during handling and circulation on carousels. In this sense, we don’t consider that the baggage is damaged when its correct use has not been compromised, as in case of dented corners, scratches, and signs of dirt.
Your baggage process
In case of any irregularity with your baggage, you must immediately contact SATA Azores Airlines’ Lost & Found Services or the Handling Agent at the airport of arrival. If you have not done so before, you must submit a complaint by email to the airline as soon as possible. In situations where checked baggage is delayed, it must be done within 21 days and, in case of damage, within 7 days. In both situations, it must count from the date on which the baggage was delivered.
For missing baggage, you must contact the Lost & Found Services at the airport during the first 5 days. Five days after starting the process, it is transferred to SATA's Central Baggage Service, which continues with the search for a longer period, and to where you can contact via e-mail: email@example.com / telephone: (+351) 296 209 047, to get the latest information on the process, or to send additional information, such as content lists (you can fill them out here) or new contacts (address or telephone).
For damaged or pilfered baggage, when in mainland Portugal, Azores, and Madeira, you should always contact SATA Azores Airlines Services at the airport where the complaint was filed, and the claim was opened.
As for the claims opened in airports abroad, after opening the claim at the airport you should contact via email firstname.lastname@example.org or by telephone (+351) 296 209 047.
Liability relating to passengers and their baggage
Liability for loss or damage caused to checked baggage is limited up to 1 288 SDR – International Monetary Fund Special Drawing Rights - approximately 1 700 USD (depending on the exchange rate).
This limit may be higher if the passenger makes a prior declaration of the baggage value, paying an additional fee.
The company is not liable for the loss or damage verified in monetary values, jewelry, photographic, electronic or computer equipment, documents, medicines or other fragile, valuable, or perishable goods, which must not be included in the registered luggage, and must be carried by the passenger in the hand baggage.
This information note summarizes the airlines rules by Community airlines on liability as required by Community law and the Montreal Convention.
The rules described above are based on the Montreal Convention of May 28, 1999, implemented in the Community by Regulation (EC) No 2027/97 as amended by Regulation (EC) No 889/2002 and legislation national of the Member States.