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Frequently Asked Questions


If you want the to cancel it, Cancelation/Refund is allowed unless you have acquired a discount fare, which will not be entitled to reimbursement.

To receive a refund, you must send an e-mail with a copy of the boarding pass and a copy of the receipt with the purchase place until 30 days after the trip: info@sata.pt.

Yes, on all scheduled flights operated by SATA International, except:


- Porto (when used has a transfer to the previous European cities); 


- SATA Air Açores flights in which we have a "free-seating" policy;


Nor is it possible to mark places on flights operated by other airlines;

Yes, there are restriction in the emergency row and for passengers who may need special assistance, such as:

- People under the age of 16 years;

- Pregnant Women; 

- Elderly (more than 65 years old); 

- Special Group Rates;

- Passengers with reduced mobility who require special assistance;

- Passengers carrying articles in the cabin (animals, bulky items, etc.).

In these cases, if you cannot make the pre-seat online, please contact Sata offices or the Contact Centre.

No. Smoking is prohibited on board of SATA aircrafts and this includes the use of electronic cigarettes.

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: 

Passengers with checked luggage Check-in time until Latest check-in
 Inter-island flights 1h30 min
30 min
Domestic flights Terminal 1 Lisbon 2h00 min 1h00 min
 Domestic and European Flights
1h30 min
45 min
 Intercontinental Flights
2h30 min
1h00 min
Passengers without checked luggage Without tele check-in
With tele check-in
 Inter-island flights 40 min
20 min
Domestic flights Terminal 1 Lisbon 1h05 min   50 min
 Domestic and European Flights
50 min
30 min
 Intercontinental Flights
1h10 min
---

Note:
The times herewith defined should be observed in relation to the estimated time of departure of your flight.
Reservations may be cancelled to accommodate standby passengers in the event of late arrival at the luggage counter.

Did you Know:

  • At some airports, travel time between check-in counters and baggage sorting hall is about 40 minutes.
  • After the closing of check-in, technical and production, related procedures of documentation may take up to an average of 25 minutes before everything is ready for departure.
  • About 15% of delays on our flights, sometimes up to 30 minutes, are caused by passengers who arrive late at the airport.
  • At some airports the route between check-in and the boarding gate, with security procedures, may take longer than 40 minutes.

You can check in by phone for any flight operated by SATA when you have no checked baggage. For round trips in the same day, check-in can be done for both flights.This service is available starting 48 hours before the flight until 1 hour prior to departure.Available from 7:00 am until 9:00 pm (Azores) and from 8:00 am until 10:00 pm (mainland Portugal and Madeira).This can be done via the Contact Centre at 707 22 7282. International callers should dial (+351) 296 209 720.   

Carry-on Baggage

Economy class
- All flights: Passengers are allowed up to 8kg (17 pounds) in carry-on baggage not exceeding 55cm x 40cm x 20cm.

Business class
Passengers are allowed carry-on luggage up to 10kg (22 pounds), not exceeding 56cm x 45cm x 25cm in size.

Checked Baggage


Limitations S4 (SATA Internacional):

Passengers Weight Concept 
Allowance Max. weight per pieces
Executive or SATA Plus Class 30 Kg 32 Kg
Goldsky +10 Kg than paid class allowance
Trade +10 Kg than paid class allowance
Economy Class 20 Kg 32 Kg
Babies (INF) 10 Kg 32 Kg
Passengers PIECE CONCEPT
Max. number of pieces Max. weight per piece Max. total weight allowance
Executive Class 2 32 Kg (70lbs) 64 Kg (141 lbs)
Economy Class Light 0 (without baggage allowance)
Smart 1 23 Kg (50lbs) 23 Kg (50Lbs)
Value 2 23 Kg (50lbs) 46 Kg (101Lbs)
Babies Light 0 (without baggage allowance)
Value/Smart 1 10 Kg (22Lbs) 10 Kg (22Lbs)
Goldsky +1 piece than paid class allowance (except when travelling with Light or Smart brand)
Trade +1 piece than paid class allowance (except when travelling with Light or Smart brand)


Limitations SP (SATA Air Açores):

Passengers Weight Concept
Allowance Max. weight per pieces
Goldsky +10 Kg than paid class allowance 32 Kg
Economy Class 20 Kg
Babies (INF) 10 Kg


The free baggage allowance is the limit in weight and/or volume of baggage that a passenger can transport as checked baggage without extra cost. Baggage that exceeds the allowance stipulated is subject to an excess baggage fee.

Volumes with weight greater than 23 Kg must be tagged as heavy baggage and the actual baggage weight should be indicated on the tag, during check-in.

When travelling with infants or children it will be allowed to transport, free of charge, a baby stroller/basket and a baby chair as checked baggage.

To carry baggage exceeding the maximum allowable weight per volume, a reservation for excess baggage must be made at booking time. This baggage is subject to an handling fee.

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

Charter flights can accept baggage under a different rule.

NOTE: For golf and diving equipment it should be added an additional allowance of 15 kg (in weight concept) or 1 extra volume with 15 kg (in piece concept) over the free baggage allowance. In case of travelling with Brand Light, no additional allowance shall be granted.

In the event of any problem with your baggage, you must contact SATA 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 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 cases from the date on which the baggage was placed 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 for this purpose. Five days after the report was made, it is transferred to SATA’s Central Baggage Service, integrated on Customer Care, Product and Customer Management, at SATA Headquarters, where the baggage search continues for a longer period, and to where passengers may contact through the email: lost.found@sata.pt, telephone: (351) 296 209 047 or fax: (351) 296 672 098, 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 Services at the airport where the claim was made and the report filed, this for mainland Portugal, Azores and Madeira. For reports filed at airports outside of Portugal, passengers should contact the airline via email: customer.care@sata.pt, telephone: (351) 296 209 047 or fax: (351) 296 672 098.


    After the report has been filed for missing baggage, passengers can track the baggage recovery process at www.sata.pt, through the option: Check baggage file; “World Tracer”.

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;
    G, K, W,  S, H, L, P, Q Will give you 100% of the base miles;
    R, N, T, U, V, X and Q will give you 10% of the base miles;
    O, A, Z, F 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;
    Y, B, M, H, Q and V will give you 100% of 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 SATA Group flight. You can also accumulate miles through our partners, or simply purchase miles when you need more.

Yes. Changes up to 24 hours before the reserved flight are subject to a fee of €20. Changes within 24 hours of the flight or no show will result in a fee of €70. This service does not allow route changes, and may not be applied to periodic promotions.


Passengers may request a miles statement via the website by logging in to their SATA IMAGINE account, or via email to 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 and paying with credit card 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 Center.

Online Reservations

The exact amount of the selected fare plus taxes is charged in euros, except for flights departing from locations using another currency.

Credit card (Visa, MasterCard or American Express) - are charged immediately to your credit card upon confirmation.
- Entity and reference payment - payment must be made within 24 hours, through the portuguese network of ATM machines or via homebanking. + info

Contact Centre

Purchases may be paid by:
- Credit card (Visa, MasterCard or American Express).
- Bank transfer - payment by bank transfer is only available for fares allowing this type of payment.
Entity and reference payment - payment must be made within 24 hours, through the portuguese network of ATM machines or via homebanking. + info

Sales Office

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 over 12 years old traveling 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.

The transportation of sporting equipment  is included in the baggage allowance.

For golf and diving equipment, 15Kg will be added (for flights with weight limits) and 1 piece (for flights with piece limits).

If the allowance is exceeded, the applicable rate for excess baggage will be applied at the airport.

 

Small domestic pets inside its own container (up to 8 kg) may travel in the cabin in a kennel, cage or waterproof bag allowing the animal to stand up, turn around and lie down. During the flight, the container may not be placed on the seats.

Flights operated by SATA Air Açores have transport limitations according to aircraft type: 2 animals in DASH 400, and 1 animal in DASH 200.

Animals inside its own container over 8kg must be checked in, and will be transported in their kennel in a heated compartment.

For security reasons, rodents should be transported in a rigid container and sealed system (which prevents accidental escape of the rodent) and pregnant females will not be accepted on board.

Information on the type of animal to be transported, the dimensions of its kennel and the total weight of both must be given at the time of reservation, which will be subject to later confirmation. The animal's updated veterinary documentation must be presented at check-in time. 

If the free baggage allowance is exceeded, animal transport fees (see excess luggage fees) will be charged at the airport.

Exceptions: 
The transport of animals on flights to/from England is not allowed. Passengers can transport animals (cats, dogs and ferrets only) to/from Ireland.
The transport of animals on WestJet flights is not allowed.

Note:
IATA recommendations currently prohibit birds and other domestic fowl from being brought on board the cabin.


More information:
Animal Products and Alive Animals from Countries Outside the EU.

 

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.

Eligibility and Documentation

The following passengers are eligible for resident fares:

a) Portuguese citizens residing in the Azores or Madeira for at least 6 months with personal identification from Azores/Madeira, or for less than 6 months if having a work contract valid for at least one year. These passengers must present the following documents at the time of ticket purchase and check-in: citizen card or income tax card number, personal identity card/passport and, if applicable, work contract*.

b) Citizens of the European Union, Switzerland and Brazil (2000 Porto Seguro Treaty) and their family members residing in the Azores or Madeira for at least 6 months, or for less than 6 months if having a work 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 or Madeira for at least 6 months, national citizen’s card /passport and income tax card number and, if applicable, work contract*. Brazilian citizens must also present a special identity card or citizen 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 duration (initial and ending date) and personal identity card /passport.
 
*Note: The citizens referred to in a) and b) who do not meet the first requirement must present a work contract. The declaration must state and prove the below information:
 - Name and passenger identification - personal identity and tax numbers;
 - Company is located in Madeira or Azores;
 - Passenger has less than 6 months residence in Madeira or Azores;
 - Work contract valid for at least 1 year.
The declaration must be validated by company with name, signature, job, title and stamp. Declaration is valid for 6 months after their issuance.

Minors passengers must confirm identity and show income tax card and identification of one of the parents. Furthermore, a document is required, indicating the place of residence of the minor and his travel permit. 

When an income tax card does not mention contain the passenger's name and tax identification number, the passenger must also prove their residence through a financial statement.

This fare cannot be applied if at ticket issuance, the passenger fails to present all necessary documentation/identification.
At check-in, if the passenger fails to present documentation/identification, acceptance will be refused unless the ticket is reissued at the regular fare.

Applicability

Resident fare is valid to travel from/to the island of residence and from/to any gateway.
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.