Passenger Rights in the Event of Operational Irregularities

Applicable when SATA Azores Airlines has reasonable grounds to anticipate that a flight will suffer, regarding its departure time, a delay of:

1. Two hours or more for all flights up to 1,500 kilometers; 
2. Three hours or more for all flights in the European Community of more than 1,500 kilometers and all other flights between 1,500 and 3,500 kilometers; 
3. Four hours or more for all flights not included in a) and b) above.

When it is the flight operator, SATA Azores Airlines will provide passengers with

• Meals and drinks, in reasonable proportion to the waiting time; 
• Two telephone calls, fax messages, or e-mails.

When the delay involves an overnight stay, in addition to the assistance described above, the following will be made available:

• Hotel accommodation; 
• Transportation between the airport and place of accommodation (hotel or other).

Whenever, due to the unequivocal absence of any other alternative, accommodation cannot be provided by SATA Azores Airlines, and the passenger is left with the responsibility of having to find his/her accommodation solution, SATA Azores Airlines will reimburse the expenses incurred, upon presentation of an invoice by the passenger, up to the limit of the following amounts:      
 

Accommodation expenses

Meal expenses

Communication expenses

Transport expenses

IMPORTANT NOTE:     
Please note that to proceed with the refund, you must request that the invoice be issued in the operating company responsible for your irregularity’s name, i.e.:

SATA Air Açores – NIF 512005095

SATA Internacional Azores Airlines – NIF 512029393

You must request reimbursement to Customer Care, attaching the invoices with the expenses incurred and bank details for subsequent bank transfers.     
 

1.4 Exceptions:

• Passengers at their place of residence may not be entitled to assistance (accommodation, ground transportation, and meals) except in duly analyzed situations.

Passengers who suffer a delay of three hours or more upon arrival at their final destination, i.e., when they arrive at their final destination three or more hours later than initially scheduled by the airline, are entitled to financial compensation if they do not meet extraordinary circumstances.     
 

In case of delay, passengers may, at any time, give up their trip, subject to the application of the rules of the fare in question regarding giving up the trip.     
When the delay exceeds 3 hours, passengers wishing to cancel their trip may choose between:

• Refund of the total ticket price plus a return flight to the origin (first point mentioned in the contract of carriage – same ticket or tickets in conjunction) for passengers who are making one of the legs of their original journey and mention that the flight is no longer justified in comparison to the initial travel plan; or
• Reimbursement for the part(s) not flown when the passenger is making the return journey or is at one of the stopover points of his or her journey; or 
• Re-routing (under identical transport conditions) to their final destination at the first opportunity offered by SATA or at a later date at the passenger's convenience, subject to seat availability, and only on flights operated by the SATA Group. When re-accommodation involves other airlines, the penalty for changing the travel date shall be waived, but the fare difference shall be charged.     
   

Reimbursement shall be made within 7 days (by cash, bank transfer, or check or, upon written agreement, through travel vouchers and/or other services) of the total cost of the ticket at the price that was purchased, of the part(s) of the journey not made and/or of the part(s) made if the flight no longer serves any purpose in the original joint flight plan, with a flight to the first point of departure also being made available, if applicable.     
 

SATA Azores Airlines will provide the assistance described above within the time limits described in paragraphs a) and c) concerning each distance. However, support to passengers waiting for a delayed or alternative flight may be limited or refused in cases where assistance would cause new, long delays.     
 

The assistance described above will apply without prejudice to any rights that may fit under the law (including EU Directive 90/314 for package travel) for further compensation, although the assistance provided may be deducted from the settlement.

If your flight has been canceled, SATA Azores Airlines will provide a choice between:

1. Refund within seven days (in cash, by electronic bank transfer, money orders, or bank checks or, with your written agreement, by travel vouchers and/or other services) of the total purchase price of the ticket, of the part or parts of the trip not made, and of the part or parts of the travel already made if the flight is no longer justified regarding the initial travel plan, and, in cases where applicable, a return flight to the first point of departure; or 
2. Re-routing (under identical transport conditions) to their final destination at the earliest opportunity; or 
3. Re-routing (under identical transport conditions) to their final destination at a later date at their convenience, subject to seat availability.     
    

Meals and refreshments will also be provided:

• Meals and refreshments in reasonable proportion to the waiting time; 
• Two telephone calls, fax messages, or e-mails.     
   

In case of re-routing related to your canceled flight, and when it implies an overnight stay, the following will be provided:

• Hotel accommodation, in case a stay for one or more nights or an additional stay to the planned one becomes necessary;
• Transportation between the airport and the place of accommodation (hotel or other).     
   

Whenever, due to the unequivocal absence of any other alternative, accommodation cannot be provided by SATA Azores Airlines, and the passenger is left with the responsibility of having to find his/her accommodation solution, SATA Azores Airlines will reimburse the expenses incurred, upon presentation of an invoice by the passenger, up to the limit of the following amounts:

Accommodation expenses

Meal expenses

Communication expenses

Transport expenses

IMPORTANT NOTE:     
Please note that to proceed with the refund, you must request that the invoice be issued in the operating company responsible for your irregularity’s name, i.e.:

SATA Air Açores – NIF 512005095

SATA Internacional Azores Airlines – NIF 512029393

You must request reimbursement to Customer Care, attaching the invoices with the expenses incurred and bank details for subsequent bank transfers.     
 

Exceptions:

• Passengers at their place of residence may not be entitled to assistance (accommodation, ground transportation, and meals) except in duly analyzed situations.

You will be awarded the following compensation:

• EUR 250 for all flights up to 1,500 km; 
• EUR 400 for all flights in the European Community of more than 1,500 km and all other flights between 1,500 and 3,500 km; 
• EUR 600 for all flights not included in the above points.     
   

The compensation described above will be reduced by 50% when you are offered re-routing to your final destination and the arrival time does not exceed the scheduled arrival time of the initially booked flight by:

1. Two hours, in the case of any flights up to 1,500 km; or
2. Three hours for any flights in the European Community of more than 1,500 km and any other flights between 1,500 and 3,500 km; or
3. Four hours for flights not falling under a) or b).     
    

For the purposes described above, “final destination” means the destination on the ticket presented at the check-in counter or, in the case of successive flights, the destination of the last flight on the same ticket; successive available flights are not considered if the initially planned arrival time is respected.     
 

Exceptions:

• Passengers who are at their place of residence may not be entitled to assistance (accommodation, ground transportation, and meals) except in situations duly analyzed; 
• When the passengers have been informed of the cancellation at least two weeks before the scheduled time of departure; or 
• When the passengers have been informed of the cancellation between two weeks and seven days before the scheduled time of departure and if they have been offered re-routing that would allow them to depart no more than two hours before the scheduled time of departure and to reach their final destination no more than four hours after the scheduled time of arrival; or
• When they have been informed of the cancellation less than seven days before the scheduled time of departure and re-routing has been offered that would allow them to depart no later than one hour before the scheduled time of departure and to reach their final destination no later than two hours after the scheduled time of arrival; or
• When SATA Azores Airlines can prove that the cancellation was caused by extraordinary circumstances that could not have been avoided, even if all reasonable measures had been taken.     
   

The assistance described above applies without prejudice to your rights (including Directive 90/314/EEC on package travel) to further compensation. However, the support provided may be deducted from this compensation.

Denied boarding is the refusal to carry passengers on a flight, even though they have presented themselves for boarding under the required conditions, except when there are reasonable grounds to deny boarding, such as reasons of health, safety, or lack of the needed travel documentation.

Before any passenger is denied boarding, SATA Azores Airlines will call for volunteers who agree to surrender their booking in exchange for benefits, under conditions to be agreed upon, plus the assistance provided below, as applicable.

Passengers who voluntarily give up their bookings will be offered the choice between:

1. Refund within seven days (in cash, by electronic bank transfer, money orders, or bank checks or, with their written agreement, by travel vouchers and/or other services) of the total purchase price of the ticket, the part, or parts of the journey not made, the part or parts of the journey already made if the flight is no longer justified from the original travel plan, and, where justified, a return flight to the first point of departure; or
2. Re-routing (under identical transport conditions) to their final destination at the earliest opportunity; or
3. Re-routing (under identical transport conditions) to their final destination at a later date at their convenience, subject to availability of seats.     
    

You will be given the following compensation:     
1. The choice between:

1. Credit, non-refundable, valid only for transportation on future flights operated by SATA Air Açores or Azores Airlines, up to the following maximum value:
   • EUR 300 for all flights up to 1,500 km; 
   • EUR 450 for all flights in the European Community over 1,500 km and all other flights between 1,500 and 3,500 km; 
   • EUR 650 for all flights not included in the above points.
2. In cash: 
   • EUR 250 for all flights up to 1,500 km; 
   • EUR 400 for all flights in the European Community of more than 1,500 km and all other flights between 1,500 and 3,500 km; 
   • EUR 600 for all flights not included in the points above.     
      

The compensation described above will be reduced by 50% when you are offered re-routing to their final destination and the arrival time does not exceed the scheduled arrival time of the initially booked flight by:

1. Two hours, in the case of any flights up to 1,500 km; or 
2. Three hours for any flights in the European Community of more than 1,500 km and any other flights between 1,500 and 3,500 km; or 
3. Four hours for flights not falling under a) or b).     
    

Volunteer passengers shall sign a receipt attesting to their acceptance of SATA Azores Airlines' proposal.

If the number of volunteers is insufficient or SATA Azores Airlines refuses to board you against your will because you are chosen due to the airline having already exhausted the alternatives of volunteers, you will be immediately awarded compensation of:

1. EUR 250 for all flights up to 1,500 km;
2. EUR 400 for all flights in the European Community of more than 1,500 km and all other flights between 1,500 and 3,500 km;
3. EUR 600 for all flights not included in a) and b) above.     
    

The compensation described above will be reduced by 50% when you are offered re-routing to your final destination and the arrival time does not exceed the scheduled arrival time of the initially booked flight by:

1. Two hours, in the case of any flights up to 1,500 km; or
2. Three hours for all flights in the European Community of more than 1,500 km and all other flights between 1,500 and 3,500 km; or
3. Four hours for flights not falling under a) or b).     
    

The last destination you will arrive at late concerning the scheduled time should be taken as the basis to determine the distance to be considered. Distances will be measured using orthodromic navigation.      
 

SATA Azores Airlines shall also offer the choice between:

1. a) Refund within seven days (in cash, by electronic bank transfer, payment orders, or bank checks or, with its written agreement, by travel vouchers and/or other services) of the total purchase price of the ticket, of the part or parts of the journey not made, and of the part or parts of the journey already made if the flight is no longer justified in respect to the initial travel plan, and, in cases where it is justified, a return flight to the first point of departure; or 
2. Re-routing (under identical transport conditions) to their final destination at the earliest opportunity; or 
3. Re-routing (under identical transport conditions) to their final destination at a later date at their convenience, subject to availability of seats.     
    

The following will also be provided:

• Meals and refreshments, in reasonable proportion to the waiting time;
• Hotel accommodation, if a stay of one or more nights becomes necessary or if an additional stay is required;
• Transportation between the airport and place of accommodation (hotel or other); and
• Two telephone calls, fax messages, or e-mails.     
   

Whenever, due to the unequivocal absence of any other alternative, accommodation cannot be provided by SATA Azores Airlines, and the passenger is left with the responsibility of having to find his/her accommodation solution, SATA Azores Airlines will reimburse the expenses incurred, upon presentation of an invoice by the passenger, up to the limit of the following amounts:

Accommodation expenses

Meal expenses

Communication expenses

Transport expenses

IMPORTANT NOTE:     
Please note that to proceed with the refund, you must request that the invoice be issued in the operating company responsible for your irregularity’s name, i.e.:

SATA Air Açores – NIF 512005095

SATA Internacional Azores Airlines – NIF 512029393

You must request reimbursement to Customer Care, attaching the invoices with the expenses incurred and bank details for subsequent bank transfers.     
 

Unless you have voluntarily surrendered your booking, the assistance described above applies without prejudice to your rights (including Directive 90/314/EEC on package travel) to further compensation. However, the assistance provided may be deducted from this compensation.