✅ Verified Review
| Boston to Lisbon return via Ponta Delgada. Left Boston with a delay as has been the norm for the last few years! The flight to Lisbon was uneventful of note the way SATA boards their flights: instead of calling the passengers by class, everyone camps right at the gate and so the process becomes a nightmare similar to a herd of bison on a stampede! The real fun begins on my return to Boston where I had to arrive no later than October 20th at 9 pm. I got to the airport at 10 am, for my flight scheduled to leave Lisbon at 1:05 pm, on October 20th. My bag was checked in, my boarding pass handed to me and then, I was informed that the flight was 5 hours behind without an explanation! I told the SATA representative that I was going on call at 10 pm and had to be in Boston before that! She sent me over to their sales counter where I explained the whole thing again. She was kind enough to route me to a TAP flight leaving Lisbon at 12:45 to Newark where I would then fly to Boston on JetBlue and assured me that my luggage would be taken care of. Upon my arrival in Newark, I could not find my bag so I thought they maybe I would get in when I arrived in Boston. To my dismay I got to Boston and could not find my bag anywhere! I contacted SATA, TAP, JetBlue to no avail! I got an email from TAP and JetBlue, apologizing for the incident and informing me that they would try to locate my bag. I spend most of Saturday and Sunday calling SATA in Lisbon, Ponta Delgada, and Boston being given contradictory information stating that it was not their problem because I flew TAP and JetBlue. I explained to the persons that I handed my bag to a SATA employee and had a baggage claim to prove it! That was of no use. The folks in the US basically told me to get lost because it was not their problem even though I have been flying SATA for almost 20 years! My brother in Lisbon spent hours at the airport, trying to locate the bag, since, in accordance with safety rules a bag cannot fly without the passenger so we were hoping that the bag was lying somewhere in Lost & Found in Lisbon. After several hours, he was told that they could not help him. I kept calling my agent, SATA, TAP, JetBlue without any luck. On Monday, October 23, I got a phone call from Logan Airport, Lost & Found letting me know that my nag was found on the SATA carousel and luckily, it had my contact info on the pocket so they were able to contact me so I could come and get my bag! I did go back to Logan to get it and, to my surprise, they were right: the bag flew on my original SATA flight, un-accompanied, was never opened or checked to make sure it did not pose a threat to the safety of the other passengers. Even with the baggage tag, SATA was unable or un-willing to locate and deliver the bag to me! After all, in this day and age where unfortunately so many horrible things happen all the time, I can’t fathom how a real airline can allow for such a breach of security. I called SATA again, explained the whole thing and, to my surprise, there was no attempt to offer an explanation or apology and so I decided to not only publish this review but also to open a complaint for an investigation which hopefully will prevent situations that could escalate into a tragedy.