✅ Trip Verified
| My sister, brother, friend, and I were scheduled to leave Boston for Terceira, Azores on January 17, 2018 with SATA flight S4232. Unfortunately the plane was cancelled. We were given no reason why, just a letter to email SATA with questions. (No phone number was provided and when we asked the employee behind the counter she repeatedly told us to email customer service. The flight was not rescheduled until January 19, 2018, two full days later. This left us holding the bag for a hotel and rental car on Faial which had been pre-paid and we missed out on. We also had taxis, food, etc. in Boston while we were waiting to find out if our flight was going to be rescheduled. (Not to mention that the Azores in January is 50-60 degrees, while Boston was around 30 degrees! We were not packed appropriately at all and had to purchase additional clothing to compensate for the differing climates.) Since that time, I have sent numerous emails and Facebook messages to SATA. Their response, after months of emails to the customer care email are two-fold. One: “The contract that is made with the Airline Company, only contemplates the passengers transportation until the final destination. The reasons for which someone travels from one point to the other are unknown to the airline company, therefore, we can neither be held responsible when a passenger fails to show at a scheduled location, nor when other contracts are made with other entities.” Our flights were booked through a travel agent but they are all with SATA. So SATA does know we were flying on to Faial; we were on their flight. And, moreover, they re-booked us through to Faial two days after our originally scheduled departure. Two, after months of asking for reimbursement: “If you have any expenses regarding any meals you had to make during that waiting, please send them together with your bank details information (account holder, name of bank, address of bank, account number, bic/swift code, routing) for their analysis and eventual reimbursement according to SATAs regulation.” Of course I have had no acknowledgement that they even received my email, or follow-up emails. To top things off, when they did rebook us, the airplane was decrepit. The heating/cooling system didn’t work. The seats were the smallest, most uncomfortable things ever. And the flight attendants were rude. My family and I had flown SATA in the past and had no issues. However, after this total lack of, and disregard for, customer service, I will most likely be flying TAP Portugal. I understand things happen. But blatantly disregarding and abusing your customer base, ignoring emails and refusing to respond in any way, and being altogether apathetic towards your clientele is no way to operate a business. SATA needs to figure it out.