SATA Air Azores

Not Verified | I've given Azores Airlines a 1/10 (as opposed to a 0), simply because they did the bare minimum: they got us to and from locations safely. That said, Azores has the worst customer service that our family has ever encountered. While travelling with an infant (for whom we purchased a seat), our connecting flight was cancelled and we were rescheduled on a flight that would arrive 13+ later than the original flight, and after the hours of our car rental pickup. We stood in a line-up for 2h only to talk to rude, unapologetic agents who were unwilling to do anything for us and then sent us to a SEPARATE line-up to collect food vouchers for the day (vouchers which didn't even cover the cost of a coffee.) After booking a hotel room at our cost so that our son could nap during our long layover, we managed to get on a stand-by flight that was delayed by 2h. Fortunately, we were able to pick up our rental car for an after-hours fee, but our luggage was then lost and we were forced to rent a car-seat for the duration of our trip. Our luggage was found and returned to us, but took 3 days to get to us. We submitted a claim for reimbursement (bare minimum: late charge rental car fee, car seat, diapers and wipes) and were rejected, told that our luggage had arrived the same day as us and was deliverable that day - even though it somehow managed to take 3 days to be delivered. This horrendous experience (all accompanied by an exhausted infant) made worse by the fact that ALL employees, ground and air, were discourteous and insensitive. I would not only NOT recommend this airline. I will do what I can to dissuade others from travelling it.

✅ Trip Verified | This was my first visit to the Azores and I was pleased to find direct flights to and from Ponta Delgada from Toronto. Friendly, gracious, efficient crew from checkin desk to onboard service, the A321 aircraft looked quite new and clean. A nice meal of quality Azorian food. I was offered the opportunity to bid on an upgrade to business class and took the opportunity to do so. I received the upgrade at reasonable cost and enjoyed the lovely spacious reclining seats and leg rests as well as the lovely meal service. This airline does a great job. I will be looking forward to visiting the beautiful Azores many times in future and enjoy the great service of Sata Azores Airline again.

✅ Trip Verified | A really good experience from start to finish. The staff at the Azores Airlines office in Toronto were polite and efficient and did a great job of booking our flights and advising us and making a small adjustment when the schedules changed. Then, in the midst of horrible Christmas weather causing continent wide flight disruptions, we had a surprisingly positive check in experience at Toronto Pearson - 25 minutes in total from entering the airport (total chaos inside with other airlines) until our first glass of wine after security. The first flight left Toronto about 1 hour late but the connecting flight in Ponta Delgada, Azores was held and we arrived in Madeira about 30 minutes late. A nice touch - when we landed in the Azores it was pouring rain so, instead of the usual 200 foot outside walk to the terminal, Azores Airlines provided a covered staircase and a bus, limiting our exposure to the outside weather to no more than 5 feet. In addition to our checked luggage, the SATA Azores Airlines check in staff were happy to put our carry on bags in the hold all the way to Madeira at no additional cost so we carried only our one personal item. On board staff were friendly and courteous and advised us of progress. Food on board all flights was OK. We have been flying this route for 10 years now and, despite weather and small fleet challenges, we have never had a bad experience similar to what other reviewers have had.

✅ Trip Verified | Not my first flight, unfortunately not my last either. Flight was scheduled le leave at 20:25. Flight S40322 Dec 16/22. I arrived 3 hours ahead to the check in counter. 1st strike I was pretty much requested to check in my carry on leaving me with my small back pack. I accepted hesitantly as I always pack my small carry on for 3 days. My meds, supplements, some personal hygiene, an extra set of clothes. Cleared security. Got to the gate, 1 hour later we were advised the flight is delayed. Fair enough. A second announcement was for a boarding gate change. From b41, to b40. Another hour, flight is delayed. A 4 announcement another boarding gate change to b38. Was mention it was the requested by the airport . 2.5 hours later boarding begins. Ufff happy of course to get on the plane. Departure is 2.5 hours late. Probably one of the most uncomfortable flights I’ve taken in a long time. We arrive in Ponta Delgada. Late, I missed my connection. I had to take my 3 bags, 2 x 23 kg, plus my carry on. The carousel stops. No bags. There are 20 people waiting for bags, parents with kids several with connections like me. All of us at the counter filling out our missing luggage claims. The agent could tell us nothing as there was no digital trace of our luggage. I get out and make my way to the ticket counter to get my new boarding pass. I board my new flight with not one personal item but my laptop, and 3 other pieces of electronics. That is now 36 hours since I left from Montreal with Flair. An amazing discount airline that puts SATA to shame. I arrive in Terceira. Since Sunday morning I’m relentless to find any information possible. Nobody answers the phone, one the line is always busy. The lost and found in Toronto you can’t leave a message as the mailbox is full. I communicate with Sata on Facebook explain the situation. They reply, send an email to this email. I did, it’s now Tuesday evening local Azores time. I have not received a call back, or a reply to my email. For me, it’s sad as I’m to stay three weeks then travel to Thaïland for 4 months. I have business there and everything in my bags I need for here now, and the rest of my travel plans. So customer service where are you. You obviously don’t care about anybody. This downright ridiculous that so many passengers on the same flight have all their luggage missing. The missing flight I can deal with. But nothing else but my little back pack. I cannot accept. This is unacceptable that 4 days later there is not a digital trace of luggage. With all this high tech we have. I just need my bags back. Otherwise my plans for Thaïland will be scrapped and my businesses will suffer the most.

✅ Trip Verified | They rescheduled my flight by making it longer by 15 hours! They did the last day so I didn't have any other options. I couldn't check in online or via phone. So had to arrive at the airport super early. No TSA precheck either! Waited in a really long line.

✅ Trip Verified | Wasn’t feeling very confident flying with the airline due to the reviews, but was pleasantly surprised. Crew was professional and courteous. Food on both legs was surprisingly good and there were several options for drinks. Really short transfer at PDL which went by seamlessly. However, the seats are not very comfortable and the wifi connectivity only provides you with access to their IFE portal which has a limited but decent quality selection. Considering this is a relative small airline based in an archipelago in the middle of the ocean, I appreciate the fact that it’s not a no frills experience. Would definitely fly with them again as someone who really wants to visit the Azores.

Not Verified | Great Staff in flight, really nice with children. Ground service really friendly in Lisbon. Pleasant flight with a lot of information during the flight.

✅ Trip Verified | Unbelievably bad. Communication dramatic. There was no communication between the transfer where you have to hope to reach your plane. Transfers from Amsterdam to Azores are not met all the time which resulted in continue missed flights.

✅ Trip Verified | The worst nightmare airline. My original flight supposed to airtime Lisbon at 11am 24 June but flight was delayed 2hrs from New York to Ponta so I arrived at Ponta 9:30am, staff had no provide any ticket to Lisbon as actually SATA Air Azores flight was delayed but we all customers need to get to the checking buy new tickets to Lisbon. First Lady staff put us in the latest flight at 9:30pm so arrival time will be 12pm. We fight for customer right with SATA Air Azores staff on Ponta during 3hrs there till we get the new flight from 9:30pm Change to 7:20pm and third time with afternoon staff they change our flight to 3:15 pm arrival Lisbon at 6:30pm. Another nightmare when we arrived Lisbon airport during the plane landing I can saw my luggage sitting on the runway wait for me. Because my original flight was canceled but I assume my bag was delivered to Lisbon airport earlier than my actual flight 3:15pm. I waited for 2hrs till 10pm without any baggage staff/airport staff/airline staff support or help. No one care about customers issues in Lisbon airport. And I need to leave the airport to check in my room with Airbnb because it already night time at 10:30pm must checkin the room. The next day I tried to message to SATA Air Azores, ground force lisbon and also phone called but no one can help us. So I decided to go back to airport and finally get in the long line to groundforce staff that they just open the baggage claim for us after we were argued with staff again and we talked with the SATA Air Azores supervisor to discussed with groundforce staff just for open the baggage claim which is they are the one who lost and never return my baggage. I showed him photo of my baggage sitting in Run way and of cause I smart enough to take a photo to have my evidence proof. But again groundforce staff not listening and not even asked for my baggage photo to put in system to help the team to find and track back of my baggage. It’s been 3 days my vacation with my husband in Lisbon had nothing here we did not visit anywhere because all day we were tried to contact with airport and airline about our lost baggage.

✅ Trip Verified | I had to change my original flight due to a cancellation from WPB to Boston on a separate airline. At that point I called the main number to rebook for another date, They were accommodating and helpful. When we checked in our luggage they wanted to charge us for the extra that we had already paid for in advance because the attendant did no see a record of the pre-paid baggage, of course at that point we just paid for it again which cost us an additional $160…also originally we had paid for seat upgrade $60 each (2). Did not want to argue or dispute at that moment but visited the Sata agency in Ponta Delgada to tell them what happened, needless to say this was a long visit, back and forth with supervisors, needed to verify my ticket stubs and they wanted the actual baggage tickets to verify all of this. Needless to say this went on for over 1 month and they would not refund the upgrade in seats that we originally paid for and that someone else paid so Sata made out with the price of these seats, and if this happened to us most likely it has happened to many more people. They did however refund for the extra luggage that we had already paid for. Moral of the story do not get any upgrades with them and make sure you get printed receipts for everything you purchase…they are not a responsible airlines and take no responsibility for their actions! I fly with them as there are no other options in the Azores, but as soon as there are other airlines flying between islands or Boston to Azores they will loose a customer.