The liability for lost or damaged baggage is limited to 1 131 SDR (Special Drawing Rights from the International Monetary Fund) or approximately 1 200 Euros (depending on the exchange rate).
This limit may be extended if the passenger makes a prior declaration of the baggage value and pays an additional tax.
The airline shall not be responsible for loss or damage related to money, jewelry, photographic or electronic equipment, documents, medications, or other fragile, valuable, or perishable goods. These should be transported personally by the passenger and not included in the checked baggage.
Summary of liability for passengers and their baggage
This information notice summarizes the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.
Compensation in the case of death or injury
There are no financial limits to the liability for passenger injury or death. For damages up to 113 100 SDRs (approximate amount in local currency) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In case of death, this advance payment shall not be less than 16 000 SDRs (approximate amount in local currency).
In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4 694 SDRs (approximate amount in local currency).
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1 131 SDRs (approximate amount in local currency).
Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1 131 SDRs (approximate amount in local currency). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
Higher limits for baggage
A passenger can benefit from a higher liability limit by making a special declaration in advance and by paying a supplementary fee.
Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.
Liability of contracting and actual carriers
If the air carrier performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either of them. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
Time limit for action
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
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 law of the Member States.
Your baggage process
In the event of any problem with your baggage, you must contact SATA Azores Airlines Lost and Found Services or Handling Agent at the airport of arrival. Or in case this has not been done, passengers should submit a written complaint by email to the airline the soonest possible. In case of delay of registered baggage, it must be done within 21 days, and in case of damage, within 7 days, in both situations from the date on which the baggage was delivered at the passenger's disposal.
For missing baggage during the first 5 days, passengers should contact the Lost & Found Service at the airport where the complaint was made and the report filed, either to SATA services or to Handling Agents contracted by SATA Azores Airlines for this purpose. Five days after the report was made, it is transferred to SATA’s Central Baggage Service, where the baggage search continues for a longer period, and to where passengers may contact through the email: firstname.lastname@example.org / phone: (+351) 296 209 047 / fax: (+351) 296 672 089, to get the latest information on their claim, or to send additional information, such as content lists or new contacts (address or telephone).
For damaged or pilfered baggage, passengers should always contact SATA Azores Airlines Services at the airport where the claim was made and the report filed, this for mainland Portugal, the Azores and Madeira. For reports filed at airports outside Portugal, passengers should contact the airline via email: email@example.com / telephone: (351) 296 209 047 / fax: (+351) 296 672 089.
After the report has been filed for missing baggage, passengers can track the baggage recovery process through the option: World Tracer