Customer Service Plan for USA


In compliance with U.S. Department of Transportation (DOT) new regulation, SATA Internacional – Azores Airlines has adopted a Customer Service Plan. Below we intend to provide you with our plan details.


Advising on the lowest fare available

Our lowest fares are available through our website. At ticket counters and when calling our Contact Center, customers will be informed that the lowest fare we offer can be found on our website.


Notify customers of known delays, cancellations and diversions

We do our outmost to keep our flights on schedule. However, unexpected circumstances may occur, leading to flight delays, cancellations or diversions. In such occasions, we will make every effort to notify customers in a timely and accurate manner with the best available information including at the boarding gate at a U.S. airport, on the website and via our telephone reservation system. 
We will provide information within 30 minutes of becoming aware of a flight’s status change, meaning flight cancellations, diversions or a delay of 30 minutes or more.


Deliver bags on time

We understand the inconvenience caused to our customers when a checked baggage is delayed or misplaced. We will do every possible effort to locate and return mishandled baggage within 24 hours, compensating for reasonable expenses that result due to delay in delivery, as required for international flights, and reimbursing for any fee charged to transport a bag if that bag is definitely lost.

The following guidelines apply:

  • Reimbursement for reasonable interim expenses, such as toiletries and clothing will be considered upon submission of receipts;
  • Interim expenses allowances is paid per ticketed customer, nor per bag;


Allow reservations to be cancelled without penalty for a defined period of time after purchase

We will allow reservations to be held at the quoted fare without payment, or cancelled without penalty, for at least 24 hours after the reservation is made, if the reservation is made one week or more prior to a flight’s departure.


Provide prompt ticket refunds

We will provide prompt refunds when ticket refunds are due. Within 20 days for cash purchases and 7 business days for credit card purchases once we receive your request accompanied by any required documentation. We will also refund fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.


Properly accommodate passengers with disabilities and other special needs

We are dedicated to provide a safe and comfortable travel to all customers and properly accommodate passengers with disabilities in compliance with the Air Carrier Access Act (14 CFR Part 382) and handle other special-needs passengers as outlined in our policies and procedures, including during lengthy tarmac delays.


Meet customer’s essential needs during lengthy tarmac delays

We have adopted a Contingency Plan that meets our customer’s essential needs during lengthy tarmac delays


Handling passengers with fairness and respect in case of oversales

There may be rare occasions, when we are unable to provide you with a seat on a specific flight, even though you hold a confirmed reservation. This is referred to as oversales and may occur due to operational requirements, inventory control policies and varying degrees of no-show passengers. When such conditions occur, it is our policy to arrange the first available alternate accommodations and/or compensate eligible passengers in accordance with applicable US Department of Transportation (DOT) regulations and in accordance with our policies and boarding priority procedures.


Disclosure of travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration

We will provide clear information to customers about policies and services on our website and through our telephone reservation staff and representatives at the airport.


Notifying consumers in a timely manner of changes in their travel itineraries

There are occasions where we need to make changes to our schedules. On such case, our Reservation Representatives will make every attempt to contact you in advance at the phone number or email address provided in your reservation record.


Responsiveness to consumer complaints

Anytime that you consider providing us your feedback about our services, please send your correspondence to the following address: 
Customer Care 
Rua Dr. José Bruno Tavares Carreiro, n 6 |7º Piso  
9500-119 Ponta Delgada 
Azores - Portugal 
Complaint Form 
Fax: (+351) 296 672 098

We will acknowledge receipt of your complaint within 30 days after receiving it, and will send a substantive response within 60 days of receiving the complaint. Please make sure to include your flight details, passenger names, and full contacts, preferably your mailing address.


Provide services to mitigate inconveniences resulting from cancellations and misconnections.

In the event of a long flight delay or cancellation we will make every effort to inform you in advance at the contact provided us within your reservation record.

Delay Notice 
Cancellation Notice 
Denied Boarding Compensation