✅ Trip Verified
| On 26th December I took a flight from Toronto with connecting flights in Porta Del Gado and Lisbon and a final destination of Seville, Spain. Unfortunately the Azores flight from Ponta Del Gado to Lisbon was delayed due to operational technicalities within the Lisbon airport, backing up the airport for most of the day. As a result I arrived in Lisbon minutes before the initial scheduled boarding for my next TAP flight was set to take place, fearful that I would miss it. I received a text message to my phone from Azores Airlines stating that my next flight had been delayed itself over one hour, however, given the timing, I was still cutting it close. Upon arriving at my TAP boarding gate I was made aware that the flight I was set to take next was indeed delayed two hours itself, meaning that I had made it in time and would be able to fly out shortly. After getting to the front of the line awaiting to board, the TAP attendant told me, quite matter of factly, that my ticket had been sold due to my past flights delay, and that my next flight would not be for another 10 hours. Naturally I was shocked, and disappointed not only to spend 10 additional hours in the airport, but for the fact that my plans made in Spain would not take place, losing an entire day of travel. Upon pleading with the attendee she told me that it wasn't her dilemma, offering no consolation and asking me to take it up with the Azores officials, as it was not a TAP issue that my ticket was given away. I then tracked down the Azores customer service department. They told me they were sorry for what had happened, however there was nothing they could do, seemingly confused with the events that had taken place. The representative told me all they could offer me at that moment was two 10 Euro vouchers for lunch and dinner at the airport. I found this an incredible lack of compensation given the loss of a day of travel, 10 hours spent in an airport, as well as no prior communication as to my ticket being sold. After inquiring about my luggage, it was only after my question that she explained to me they had no track on its whereabouts. I was then forced with the task of lining up for nearly an hour to find my luggage from the lost and found, and lining up again to check my bags for my next flight. The next several hours were as one could expect. Not the ideal setting for the first day of one's holiday. The lack of adequate customer service, the lack of communication, as well as the lack of compensation is astounding in my eyes. The fact that I wasn’t made aware of this decision the airline had made for me, especially after receiving a text message previously with an update, is astounding. I cannot believe how I was treated between the two airlines on this day. Compensation in the form of two meal vouchers for a loss of a day of travel, poor service and 10 additional hours in an airport is comical. I have never voiced a formal complaint in this manner, however, given these circumstances I simply could not ignore the mistreatment. I am a frequent flyer and often travel to Europe. This is a very deterring event when considering Azores Airlines in the future. Any sort of response given the situation would be appreciated.