✅ Verified Review
| Toronto to Gran Canaria via Ponta Delgada. Administration and ticket sales were a huge disappointment. I wanted to fly in business class, but since we had legs of our trip with no business class availability, their web system could not handle the request. There were only 4 seats left for our international legs on the day we were ready to buy (several months in advance of the trip), so I booked through a re-seller (SATA's Toronto office hours are not great on weekends). However, I first checked via email with the Portuguese office to ensure that I would be able to upgrade after purchase. Bought the economy seats for all flights (Toronto to Ponta Delgada to Gran Canaria via Madeira return with a short stop in PD). When I attempted to upgrade our international legs (Toronto to Ponta Delgada return) I was given a price about 50% higher than the business class premium should have been. Eventually one staff member told me that the upgrade now included a fee for changes. The only remedy they offered was for me to check on flight days to see if there were any upgrades available. Of course there were not. (In fact the only response I got in Toronto was a condescending smirk.) I tried contacting customer service and appealing to the logic of other representatives with no good result. I understand penalties for changing dates or downgrading seats, but they should really rethink policies that prevent a passenger from upgrading reasonably. I am unlikely to use the airline again because of this policy. As for the flights - they were on time, or within reason with no threat of missing connections. Flight attendants were pleasant. The food and drinks were not great, but always provided. No hot drinks on short flights; complimentary wine with meals only. There is no on-board entertainment or USB plug ins. There were monitors on the Toronto to Ponta Delgada return flights, but did not work. There was a credit card slot, so perhaps you could pay for service, but I did not see anyone attempt it. Economy seats were not bad for size and comfort. Our Toronto to Ponta Delgada flights were in row 22 just in front of the washroom. This was great for the night flight but not great when passengers are awake. Lots of crying children. (I have no idea how they have the energy to cry so much and so loudly and how their parents can stand listening to it without remedy.) Washrooms were abominable and smelled strongly of urine after about 3 hours into the flight. They did replenish toilet paper and hand towels immediately when made aware of the need.