Frequently Asked Questions


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SATA offers special ground and in-flight assistance to passengers with special physical needs, difficulties or disabilities. Passengers requiring this service should request it at the time of reservation. This service is free, and applies to:

Passengers with limited mobility;
Visually impaired passengers;
Hearing impaired passengers;
Elderly passengers;
Families with young children;
Children over 12 years old traveling alone;
Pregnant passengers without a travel companion.

Requests can be made at the time of reservation. Information on the type of equipment, its weight and dimensions must be given at the time of reservation, which will be subject to later confirmation.

The transportation of sporting equipment  is included in the baggage allowance.

For golf and diving equipment, 15Kg will be added (for flights with weight limits) and 1 piece (for flights with piece limits).

If the allowance is exceeded, the applicable rate for excess baggage will be applied at the airport.

 

Fare rule will be applied according to purchased fare.

In a situation of irregularity, in which the tickets have to be reissued or revalidated, you should contact Azores Airlines Vacations America:

1(508)6770555
1(800)7629995
azores.express@sata.pt

or

011 351 296 209 720
info@sata.pt

Unaccompanied Minors – SSR UMNR
- SATA does not carry children from the ages of 3 months to 4 years as Unaccompanied Minors. By request of the parents or tutors, SATA may provide an accompanying attendant.
- Passengers from 5 to 11 years old travelling alone are always ‘Unaccompanied Minors’.
- Passengers from 12 to 17 years old, including, may exceptionally be considered ‘Unaccompanied Minor’ by request of the parents or tutors.
- There are no waitlists for unaccompanied minors.
- In SATA Air Açores flights (SP) this service is free of charge.

Service charges for flights operated by SATA | Azores Airlines:
Domestic Flights: EUR40 per OW
European Flights: EUR40 per OW
PT to USA/Canada Flights: EUR100 per OW
USA to PT Flights: USD150 per OW
Canada to PT Flights: CAD150 per OW

Permited only for Groups.
Name changes are not allowed on Individual reservations. However, name corrections are permitted up to (3) three letters with a $50.00 penalty.

To ensure trouble-free check-in and on-time flights, we recommend that passengers with baggage arrive at the following times: 

Passengers with checked luggage Check-in time until Latest check-in
 Inter-island flights 1h30 min 30 min
Domestic flights Terminal 1 Lisbon 2h00 min 1h00 min
 Domestic and European Flights 1h30 min 45 min
 Intercontinental Flights 3h00 min 1h30 min
Passengers without checked luggage Without check-in With check-in
 Inter-island flights 40 min 20 min
Domestic flights Terminal 1 Lisbon 1h05 min   50 min
 Domestic and European Flights 50 min 30 min
 Intercontinental Flights 2h00 min 2h00 min

Note:
The times herewith defined should be observed in relation to the estimated time of departure of your flight.
Reservations may be cancelled to accommodate standby passengers in the event of late arrival at the luggage counter.

Did you Know:

  • At some airports, travel time between check-in counters and baggage sorting hall is about 40 minutes.
  • After the closing of check-in, technical and production, related procedures of documentation may take up to an average of 25 minutes before everything is ready for departure.
  • About 15% of delays on our flights, sometimes up to 30 minutes, are caused by passengers who arrive late at the airport.
  • At some airports the route between check-in and the boarding gate, with security procedures, may take longer than 40 minutes.

Small domestic pets inside its own container (up to 8 kg) may travel in the cabin in a kennel, cage or waterproof bag allowing the animal to stand up, turn around and lie down. During the flight, the container may not be placed on the seats.

Flights operated by SATA Air Açores have transport limitations according to aircraft type: 2 animals in DASH 400, and 1 animal in DASH 200.

Animals inside its own container over 8kg must be checked in, and will be transported in their kennel in a heated compartment.

For security reasons, rodents should be transported in a rigid container and sealed system (which prevents accidental escape of the rodent) and pregnant females will not be accepted on board.

Information on the type of animal to be transported, the dimensions of its kennel and the total weight of both must be given at the time of reservation, which will be subject to later confirmation. The animal's updated veterinary documentation must be presented at check-in time. 

If the free baggage allowance is exceeded, animal transport fees (see excess luggage fees) will be charged at the airport.

Exceptions: 
The transport of animals on flights to/from England is not allowed. Passengers can transport animals (cats, dogs and ferrets only) to/from Ireland.
The transport of animals on WestJet flights is not allowed.

Note:
IATA recommendations currently prohibit birds and other domestic fowl from being brought on board the cabin.

 

PORTUGAL PET TRAVEL RULES AND REQUIREMENTS

1) Microchip: Each Pet shall be identified by means of a microchip. No other form of identification is acceptable. The microchip used should comply with ISO Standard 11784 or Annex A to ISO standard 11785- otherwise the pet will need to be sent with it’s own scanner attached to the top of the crate.

2) All animals need to have Full Vaccinations: Dogs: Distemper, Hepatitis, Parvo, Leptospirosis, (DHLPP) and Rabies within the last 12 months or a minimum of 4 weeks before arrival. Cats: Feline Viral Rhinotracheitis, Calicivirus, Panleukopenia (FVRCP), and Rabies within the last 12 months or a minimum of 4 weeks before arrival. 

3) EU Vet Health Certificate (Form EC#: 998): (Form provided to you by PetRelocation.com) – This is the standard Health Certificate to be filled out by your accredited Veterinarian. This certificate is valid for 4 months prior to departure date so do not get this issued too early.

4) USDA Endorsement: The below referenced forms: 

Microchip Implantation Record 

Rabies Certificate 

Vet Letter 

EU Vet Health Certificate 

Must be sent to your local USDA for their stamp of approval. Please contact your PetRelocation.com representative on the best way of handling this.

5) International Health Certificate: Your vet should have these in stock. It’s a good idea to call ahead and ask. This is an international health certificate that needs to be completed by your vet within 10 days of departure. Depending on the logistics of your particular pet relocation and the specific health certificate being used (APHIS Form 7001) an additional USDA Endorsement maybe required on this health certificate. Speak to your PetRelocation.com specialist regarding the USDA portion of this process.

6) All original documentation listed above must travel with the pets. 

7) In order for us to successfully clear customs we will need the following documents supplied prior to the animal’s arrival: 

• Copy of Pet Owner’s Passport

• Note from Pet Owner’s Employer for the Relocation


More information:
Animal Products and Alive Animals from Countries Outside the EU.

 
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