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“Flight Delay Without Pay”
Review of SATA - Azores Airlines


Reviewed 3 weeks ago

Portugal is a beautiful country with wonderful people. That being said, the customer service for this particular airline was atrocious. Our flight was delayed a number of times, so my wife called their hotline. The woman told us we had to go to the airport as the flight would leave that night. By the time we arrived at the JFK, the flight was delayed until the next day. We had to book a place in Brooklyn and had to pay cab fares totaling well over 100 dollars. The gate agents assured us we could get refunded for these losses. We have contacted both AMEX and SATA Azores Airlines and, as of 5.28.24, we haven't seen a penny. We lost a day from our vacation and were out over 300 dollars (housing and travel) and still have seen zero compensation. Our flight was 9.21.23. The brochure (they hand you when your flight is delayed) makes all sorts of promises (you can received 100 dollars back per customer), but we haven't seen a dime. We just wanted what was promised. The gate agents said the process would be easy. That has not been the case. Buyers and flyers beware.

Date of travel: September 2023
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Thank Safari770760
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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14 - 18 of 1,988 reviews

Reviewed 3 weeks ago

We recently had five flights with Azores Airlines. A return flight YYZ - PDL as well as some inter island flights within the Azores. One of the inter island flights experienced a bit of a delay but all other flights were on time. Staff were all competent and friendly. Planes were as comfortable as a plane can be. One of the inter island planes was notably older and worn on the interior but operated just fine. Before booking I had read some questionable reviews but we didn’t experience anything that that would warrant anything but a positive review. I just thought I’d share our experience for anyone considering a flight to or within the Azores. I’d use Azores Airlines again and have already recommended them to a friend.

Date of travel: May 2024
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1  Thank RKKJ
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 weeks ago

Our flights to and from Pico from Toronto were changed no less than 8 times. Twice causing us great anguish. We were bumped from our flight to Ponta Delgada from Pico less than two weeks before we were to fly. They had rebooked us on a flight that would arrive in Ponta Delgada after our flight to Toronto would have left. After some back and forth with them we got a flight from Pico to Terceira and from Terceira to Ponta Delgada in time for our flight to Toronto. Best of all, the direct flight from Pico to Ponta Delgada still left at the same time as we had booked. But even better, 72 hours before leaving from Toronto, they changed our flight from Ponta Delgada to Pico and rebooked us on a later flight resulting in a 13 hour layover in Ponta Delgada, requiring us to change ferry reservations, booking a hotel for the night and confirming with the rental car company they could hold our car for us until we arrived. No apologies for the inconvenience, no compensation for out of pocket expenses. Not sure we’ll go back to the Azores even though we had a great time otherwise.

Date of travel: May 2024
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2  Thank Staffen17
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 weeks ago

I had had the worst customer service experience with SATA. After our outgoing flights being delayed, I was nervous to fly back and was not surprised to have the flight cancelled at boarding time. Our tickets were updated online and overhead in the airport prior to the ground crew being alerted. When the ground crew finally "knew something" we were directed to the check in counter. 2 lines open and the full flight were in line to adjust, rebook and get vouchers. Sadly, in person communication was as bad as attempting to talk with someone on the phone. I had to leave to check in to my flight prior to being seen in line. Ongoing phone calls were simply an added expense as they were 100% unhelpful. I am understanding that things happen, flights change, and the need to be adaptable. I have no argument here. What I do have to argue is SATA's lack of response, clear lack of concern for their customer base and the most concerning a lack of organizational process in this situation. This does not instill trust with SATA for flight safety or communication. I highly recommend visiting the Azores and Madiera, but save yourself the time and money and book with another airline.

Date of travel: May 2024
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2  Thank Dancer41love
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 4 weeks ago

This is a government controlled airline, it's a monopoly from any US airport to Azores.
Our flight out of JFK was cancelled, was told to go to airport to get our next flight and info. Had to book hotel for night and was given no help from airline. Had to get a taxi to Newark, because I was rebooked the following day out of Newark via Barcelona, arriving the following day at 8pm. Now just lost 1.5 days on a week trip. They forgot my luggage in Barcelona, had to purchase clothes, return to airport following day to retrieve luggage, to find out they forgot one. Now on day 5, returned to airport to receive luggage with now 2 damaged wheels.
Never again with this airline, they don't even show up on any flight tracker, that by itself a a case to never fly them again

Date of travel: May 2024
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1  Thank Z11RFjoes
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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