SATA - The Atlantic and You ™

Yes, however the inter-island flight to the island of residency may not be included in the fare. Passengers residing on the islands of Santa Maria, São Miguel, Terceira, Pico and Faial (gateways) must travel on direct flights. Inter-island flights in the island chain or departures/arrivals via other gateways can only be included on days without direct flights, and provided that the flight is not to/from an island other than the island of residency.

To ensure trouble-free check-in and on-time flights, we recommend that passengers with baggage arrive at the following times: 1h30 minutes before the scheduled departure time for inter-island, domestic or european flights and 2h30 before for intercontinental flights. Passengers must arrive at least 30 minutes before for inter-island flights, 45 minutes for domestic and european flights and 1h00 for intercontinental flights.

For passengers without baggage, we recommend the following: inter-island flights 40 minutes in advance without telephone check-in and 20 minutes in advance with telephone check-in;  domestic or european flights 50 minutes in advance without telephone check-in and 30 minutes in advance with telephone check-in; intercontinental flights 1h10.

The above airport arrival times do not apply to passengers travelling in groups. In this case, the advance arrival time should be adjusted according to the number of members in the group.

Passengers arriving at the airport after the arrival deadline and who are unable to check in will be routed to another flight. However, SATA will not be responsible for any fees resulting from denied boarding.

The airport should also be taken into account, as there may be waiting times at the check-in counter and at airport security.

You can check in by phone 24 hours before any flight operated by SATA when you have no checked baggage. This can be done via the Contact Centre at 707 22 7282.

All passengers are allowed to transport up to 6 kg in carry-on baggage. Carry-on baggage may not exceed 55 cm x 40 cm x 20 cm on SATA Internacional flights and 45 cm x 35 cm x 20 cm on SATA Air Açores flights.

Adults and children (two years and over) are allowed to transport 20 kilos of checked baggage on inter-island SATA Air Açores flights.
On SATA Internacional flights, passengers are allowed to transport 20 kilos in economy class and 30 kilos in business class/SATA IMAGINE Goldsky members.

Passengers to Canada are allowed to transport 50 kilos in economy class and 55 kilos in business class or Goldsky members.
Passengers to the United States are allowed to transport 2 pieces of baggage up to 50 kilos/110 lbs in economy class, and 3 pieces of baggage up to 64 kilos/140 lbs in business class and for Goldsky members. Each piece of baggage may not exceed 32 kilos/70 lbs.

Children aged under 2 years may transport 10 kilos of checked baggage, regardless of their destination.

All baggage must be labelled with the passenger’s name and contact information.

Passengers must submit a written complaint to the airline as quickly as possible for damaged, delayed, lost or destroyed baggage. This must be submitted within 7 days for damage to checked baggage and within 21 days for delayed baggage (in both cases from the date on which the baggage was placed at the passenger's disposal).

For problems involving missing baggage during the first 5 days, passengers should contact the Lost & Found Service at the location where the complaint was accepted and the report filed (either SATA services or handling agents contracted by SATA for this purpose). 5 days after filing the report, these cases are transferred to SATA’s Central Baggage Service at Ponta Delgada Airport, which searches for the baggage over a longer time period. Passengers may contact this service via email at lost.found@sata.pt, or via fax at (351) 296 205 459, to get the latest information on their claim, or to send additional information such as content lists or new contact information (address or telephone).


For problems involving baggage that has been damaged or tampered with, passengers should always contact the SATA services at the location where the complaint was submitted and the report filed in the case of mainland Portugal, the Azores and Madeira. For reports filed at locations outside of Portugal, passengers should contact via email at customer.care@sata.pt, or via fax at (351) 296 288 631.


After the report has been filed, passengers can track the baggage recovery process at www.sata.pt, under the “World Tracer” option.

The accumulation of miles varies according to the reservation class chosen. Please note:

On flights operated by SATA the booking classes:   
C, D and I earn an additional 50% over base miles;
Y, B, and M will give you 25% more of the base miles;
R, N, T, U, V, X and Q will give you 10% of the base miles;
O, A, Z and E will not allow accrual of miles.

On flights operated by TAP the booking classes:
C, D, J or Z will give you 50% more miles than the base miles;
P, W, S, K, L, U or G will give you 50% of the base miles;
O, T, E, X, N, I, R or A do not allow miles accrual.

As a SATA IMAGINE member, you can earn miles only by flying on any Grupo SATA flight. You can also accumulate miles through our partners, or simply purchase missing miles when you need more.

Yes. Changes up to 24 hours before the reserved flight are subject to a fee of €15. Changes within 24 hours of the flight or no show will result in a fee of €60. This service does not allow route changes, and may not be applied to periodic promotions.

Passengers may request an miles statement via the website by logging in to their SATA IMAGINE account, or via email at sata.imagine@sata.pt

Passengers wishing to request a refund for their ticket must present their original ticket (except in the case of electronic tickets), together with any other documentation deemed necessary to justify the ticket’s cancellation (doctor’s certificate, statement describing the reason for cancellation, etc.). Below are some recommendations on the appropriate location to request a refund:

• Electronic ticket via the Contact Centre: call 707 22 7282, and one of our operators will instruct you on how to proceed.

• Ticket purchased at a SATA sales office: go to this office, which will handle your request directly.

• Ticket purchased at a travel agency: request a refund to the agency.

Note:

Refunds for fares purchased will depend on the applicable terms and conditions.

Payment deadlines and the issue of tickets vary with the type of applicable fare. Passengers making reservations through the website must pay at the time of reservation. Payment deadlines will be specified according to the chosen fare for reservations made through SATA sales offices or the Contact Centre.

Online reservations are charged immediately to your credit card upon confirmation. The exact amount of the selected fare plus taxes is charged in euros, except for flights departing from locations using another currency.
Contact centre purchases may be paid by credit card (Visa, MasterCard or American Express) or by bank transfer. Payment by bank transfer is only available for fares allowing this type of payment.
Payments at the sales office may be made by credit card (Visa, MasterCard or American Express), cash or debit card (ATM).

SATA offers special ground and in-flight assistance to passengers with special physical needs, difficulties or disabilities. Passengers requiring this service should request it at the time of reservation. This service is free, and applies to:

Passengers with limited mobility;
Visually impaired passengers;
Hearing impaired passengers;
Elderly passengers;
Families with young children;
Children aged over 12 years travelling alone;
Pregnant passengers without a travel companion.

Requests can be made at the time of reservation. Information on the type of equipment, its weight and dimensions must be given at the time of reservation, which will be subject to later confirmation. Equipment transport fees will be paid at the airport, subject to the rate applicable to the type of equipment.

Small pets (up to 7 kg) may travel in the cabin in a suitable container. Animals over 7 kg must be checked in, and will be transported in a kennel within a heated compartment.

Requests must be made at the time of reservation. Information on the type of animal, the animal’s weight and the dimensions of its kennel must be given at the time of reservation, which will be subject to later confirmation. Animal transport fees (equalling excess baggage fees) will be paid at the airport.

In flights to/from the United States can only be transported dogs and cats in the cargo compartments.

Exception: Is not allowed transport  animals to/from England in the cargo compartments.

Like all airlines, SATA offers various fares for each flight. Passengers can choose between two reservation classes (business and economy). Each reservation class has several available fares with a limited number of seats. Less expensive fares tend to decrease as the number of reservations increases for a given flight.

No. Passengers departing from their place of study or from their place of residence are eligible for the student fare.

Yes. Passengers meeting the requirements for student fares, except for the student certificate, may purchase the applicable fare and then request a refund within 3 months of the travel date.

Student certificates are valid during the corresponding academic year.

The student fare is applicable to passengers aged 12-26 years travelling between their place of study and place of residence. A valid and duly completed student certificate must be presented at the time of check-in.

The following passengers are eligible for resident fares:

a) Portuguese citizens residing in the Azores for at least 6 months, or with an employment contract valid for at least one year. These passengers must present the following documents at the time of ticket purchase and check-in: income tax card number, personal identity card/passport and employment contract*.

b) Citizens of the European Union, Switzerland and Brazil (2000 Porto Seguro Treaty) and their family members residing in the Azores for at least 6 months, or with an employment contract valid for at least one year. These passengers must present the following documents at the time of ticket purchase and check-in: official document issued by Portuguese authorities indicating the passenger’s residency in the Azores, national citizen’s card /passport/ income tax card number and employment contract*. Brazilian citizens must also present a special identity card or a certificate issued by Conservatória dos Registos Centrais with reference to the 2000 Porto Seguro Treaty or the status of equal rights and obligations between Portuguese and Brazilians.

c) Members of the Regional Government and government-appointed citizens, including those residing in the region for less than 6 months. These passengers must present the following documents at the time of ticket purchase and check-in: official document issued by the Public Administration with reference to the passenger’s employment status and personal identity card/passport.

d) Public administration, civil and military personnel on temporary assignment, including those residing in the region for less than 6 months. These passengers must present the following documents at the time of ticket purchase and check-in: official document issued by the Public Administration with reference to the passenger’s employment status and personal identity card /passport.

*Note: The citizens referred to in a) and b) who do not meet the first requirement must present an employment contract. A written statement, payslip or copy of the employment contract may also be presented. The document must state that the employer is located in the Azores, and that the contract is valid for at least one year.
In the case of lecturers, judges and military personnel, proof of employment status will only be accepted after 6 months of residency in the Azores.