Rules to consider

Voluntary changes to totally unused tickets

Whenever a change is requested, the recalculation is made from the beginning of the trip and for a fare of equal or greater value, except when fare rules say otherwise, plus the penalty, if applicable under the conditions below:

• if the change involves the entire trip, where there is a fare combination, and the reissue is all carried out in a single transaction, the penalty of the most restricted fare must be charged;
• if the change involves only one fare component, the fare regulation for this component must be complied with.

 

Voluntary changes to partially used tickets

Whenever a change is requested, the recalculation is made on the component to be changed, considering the fares applied throughout the trip.

 

Voluntary change on the day of travel

All voluntary changes made on the day of travel and for a later or earlier flight than the one initially scheduled, if the day of travel and route remain the same, are exempt from the penalty. This change is only possible without and for flights operated by SATA and charging a difference in fare and fees, if applicable.

This penalty exemption does not apply in cases of No-Show. Therefore, the passenger must update the ticket before flight departure of the originally scheduled flight.

 

Refund of a totally unused ticket

Check whether the ticket status is open and whether the fare is refundable.

The amount to be refunded is calculated component by component, that is, the sum of all penalties is charged. However, when one of the components is non-refundable, the other may be. In this case, the respective penalty must be applied, if any.

Airport fees for unused flights are always refundable.

YR, YQ, US, XF, ZP and J9 fees are only refundable when fares are also refundable, even if they have a penalty.

 

Refunds for partially used tickets

Check if the status of the coupons to be refunded is open.

Check if the fare can be sold for ow and if it allows the refund. If so, it will be the equivalent to the unused component, charging the respective penalty if applicable.

If the fare is not salable for OWs and allows refund, you will have to proceed with the recalculation for the next fare (keeping the compartment) that allows OW and refund the difference, charging the penalty, if applicable.

Airport fees for unused flights are always refundable.

YR, YQ, US, XF, ZP and J9 fees are only refundable when fares are also refundable, even if they have a penalty.

 

No-Show

Any passenger who changes or cancels a booking and does not update the ticket before the departure of the initially scheduled flight is considered a No-Show. That is, it is mandatory to reissue or refund the ticket before the original flight.

 

Ticket expiry

One year from the date of issue if the passenger has not started the journey.

Up to one year after the travel start date.

 

Mandatory insertion of CTCE and CTCM or CTCR

It is mandatory to introduce the SSRs CTCE and CTCM or CTCR on all bookings. The lack of this information may inhibit the passenger's acceptance and boarding.

 

SSR in a Child Booking (CHD) in a different PNR than the adult

In child bookings (CHD), who are not in the same booking as the adult/parent, you must enter the information in SSR CKIN (TCP). You must do the same for the adult's booking, so that information can be cross-referenced between both PNRs.

 

Carrying or using onboard Passenger Portable Oxygen Concentrators (PPOC)

For the transport or use of the passengers' own Portable Oxygen Concentrators (PPOC), it will be necessary to identify the request on the booking to carry out the corresponding validation. To make this request, you must use the GDS entries in the Special Service Request (SSR) format, as indicated below:

When requesting the use onboard, in addition to the SSR MEDA, you will specifically have to indicate:

SSR PPOC – TO BE USED ONBOARD - in these cases, an SSR MEDA and a MEDIF duly filled in and sent to PDLCYSP@sata.pt must be added;

SSR PPOC – NOT TO BE USED ONBOARD

Remark - Only a maximum of 2 spare batteries are allowed. Each spare battery must not exceed 160 wh and must be individually protected (isolating the terminals).

Passengers must be advised to transport this type of item, preferably as cabin baggage, given its importance and fragility.