Complaints

This profile includes complaints for SATA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SATA

  211 South Main Street Fall River, MA 02721-5306

• 

  SATA

  128 Union St Ste 101 New Bedford, MA 02740-6386

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WFPG39 On Oct 17, 2023, I tried to book a Comfort Light flight on Azores Airlines from ****** to ************* to ***** for **** 19,2024. The Azores Airlines website was not functioning properly, it would not process master card payments, according to the SATA Azores Express office in ************* and I had to book my flight through this office. However, when I rechecked the tickets, I saw that my flight from ************* to ***** was the wrong day and I needed to change it from **** 22 to **** 23, 2024. I called them the next morning at 8:40 am ET, well within the 24 hour window. They said they could not change it without a change fee and that I should contact the contact center. I did so immediately and spoke with ******. She was able to reticket me to the correct flight, booking reference WFPG39. ****** called me back a few minutes later and said she was not able to issue a refund and that I need to call the SATA *****************. I spoke with *****, explained the situation and she said she would check into what she could do and to please hold. I did hold for 10 minutes then the call was dropped. I called back again, spoke to someone else who said I would need to pay a @ $270 change fee, and was then disconnected again. I have tried contact this office multiple times only to be put on hold, in a queue and then disconnected. There is no email address for me to contact them. I would very much appreciate it if you could help me get a refund of $1452.90 that Azores Express Tours charged me on 10/17/2 for the flight I asked to cancel. Booking reference number TMWPPR, Ticket Number 331 **********. As it now stands, I have 2 tickets and 2 charges for this flight, and can not get a hold of any to speak to to resolve this.

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 17, 2024 Booking reference: OXAL8Q On April 8th, 2024 we paid $240 for 2 bags of luggage and were told that we were all set for the round trip. (I have attached receipts) When we arrived at ************ for our return trip home on April 16th, we were informed that we had to pay an additional $240 dollars for our return baggage. Their rationale was "Boston did not put the correct information into the computer". After a very lengthy discussion and showing them the receipts, they said then we had to pay 100 Euro's for "extra piece from PIX to ******". I was completely frustrated so I paid this amount, and I have attached receipt". We only brought back our 2 pieces of luggage. " I am sure that can be verified" They told us to "take it up with Boston, not their problem" I am requesting reimbursement for the additional inappropriate charge of 100 Euro's Thank You **** and ********************** 2 attached documents I did receive an email on April 17th stating SATA customer care had received my complaint Case Number:CAS-1711990-GOY4Z6, I have not had any communication since.Therefore, On May 11th, I submitted another complaint and received an email "we will return to your contact" I just checked this inquiry "case not found" CAS-******-K8P8KP I also was given this number to contact ************** and during business hours the response is they are having technical difficulties and cannot take my call.Your attention to this matter would be greatly appreciated.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I have purchased a flight through sata azores airlines. (Sata in **). From ********** ** to ******** to ******. This was back in December. I then found out that my boyfriend (who I am traveling with) mother has been hospitalized with als. I reported this info to the airline and got the nastiest response. (After calling 100 times and being transferred or on hold and hung up on since December) I asked to speak to a supervisor and they responded in disgust. All I asked for was a refund for a flight that I am not taking. I am out over a thousand dollars in which I need to be using elsewhere now. I then researched the reviews on this airline and Im not sure how they are even in business still. Please I would like any help that I can get

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We (myself, husband, 2 adult sons) flew on SATA Airlines from ***************** to the Azores in early January. SATA first forced us to check our carry-on bags, then deliberately did not load them on the plane (without telling us until we landed) because of expected weather concerns on the ground in the Azores upon arrival. We were without our bags for our entire trip (7 days) and did not have them returned to us until 36 hours after we returned home to ******. We incurred over $800 in expenses (having to buy everything - clothes and personal care items) while we were away. When we returned home, we submitted a claim to SATA (with proper evidence and receipts) and on January 17th SATA informed us that our claim was accepted and that we would be reimbursed for $611 of our expenses. As of today, March 9th, we still have not received any reimbursement despite many emails and phone calls to SATA to check on the status.

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We (myself, husband, 2 adult sons) flew on SATA Airlines from ***************** to the Azores in early January. SATA first forced us to check our carry-on bags, then deliberately did not load them on the plane (without telling us until we landed) because of expected weather concerns on the ground in the Azores upon arrival. We were without our bags for our entire trip (7 days) and did not have them returned to us until 36 hours after we returned home to ******. We incurred over $800 in expenses (having to buy everything - clothes and personal care items) while we were away. When we returned home, we submitted a claim to SATA (with proper evidence and receipts) and on January 17th SATA informed us that our claim was accepted and that we would be reimbursed for $611 of our expenses. As of today, March 9th, we still have not received any reimbursement despite many emails and phone calls to SATA to check on the status.

• Initial Complaint

  Date:11/19/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a direct flight with Sata International-Azores from *** *** to ******* ******* ******** that was supposed to depart *** on 10/23/2023 at 8:55pm and land in ******* on 10/24/2023 at 9am. An hour before checkin, I was informed that the flight was cancelled and I was rebooked on a flight that now included a 12 hour layover in ****** that was scheduled to arrive on 10/25/2023 at 12:05am and the flight was now operated by Tap ********. The actual flight landed closer to 1am. I tried contacting Sata to try to get on a flight that landed earlier but their office is closed on weekends so I was not able to be scheduled on an earlier flight. I deliberately paid extra for a direct flight but ended up on a flight that landed more than 15 hours after the original landing time. I submitted a complaint per the instructions of the airline attendant for Sata but it has been 3 weeks and I have not heard a responses on how they are will to compensate me for this delay. I have tried emailing the customer support but I am just directed back to the website where I submitted the complaint.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family purchased tickets to fly on a SATA flight from ****** to ************* in the Azores. At the airport were not permitted to board because my ** passport expired in less than 3 months (it expired in 2 months and 27 days) and the ** requires passports to have 3 months of validity remaining. The SATA agent told me "This happens to at least one person or more every day". When I purchased the flight I provided SATA with my passport information, including expiration date. I also entered this same information again when I checked in for the flight the day before our flight and I was never told of the ** regulation. I asked if I could move my family's flights to a few days later and they told me I could not rebook until I had a new passport.I got my passport renewed 2 days later and called SATA to rebook our flights. They informed me that they would not rebook, refund or credit me for the missed flights because each flight would incur a $350 change fee and another $350 'No Show' fee (even though we did arrive at the airport with valid passports and our bags were even loaded onto the plane). These two fees on each ticket were more than the value of the tickets. In order to go on our vacation, I paid $1300 per one-way ticket (on top of the cost of the original tickets) to buy flights for the following day. Our flight was then delayed 3 hours and due to a catering mixup, the flight proceeded with no meals. We were told to talk with a SATA representative when we landed for reimbursement. I spoke with SATA representatives in person and on the phone and was told they would do nothing about either issue. SATA profited off a regulation they did not disclose clearly to their passengers. They refused to work with me to move or rebook our flights and instead pocketed an extra $3700 from me. SATA is the airline and travel agent and has all the tools and knowledge to inform their customers of ** rules and at the very least, not to use it as a way to increase their revenue.

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 airlines tickets from Azores airlines totaling *******. I requested a refund. This airline stated they will refund the seat fare, however they are not refunding sales taxes that I paid. I expect to receive and additional ******+ US dollars on sales tax if they practiced ethically. I have emailed headquarters and requested tax and fees be refunded along with invoice with itemized statement of refund and they denied this. They offered me an arbitrary refund amount without any further explanation or invoice. I specifically asked for refund on sales tax in an email. They responded with, "we've started the refund process".Please see attachments for fares, taxes, and fees. In addition, I purchased top tier seating which allows for a low fee penalty when making a flight change/canceling. I expect to pay fees of ****** for not flying, however receiving sales tax is a must as this there was no transaction.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a flight for return to ********** for 2 months; Purchased *******+ of clothing and items to bring to the island and when I got there the suitcase nor my stuff was no where to be found. They made me wait *************************************************************** $680 in a voucher. This doesn't even cover the clothing I had to purchase to replace what I lost when I was there. I do not understand why they are able to operate in ******* if it is considered OOB.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am hoping to get some assistance with some unexpected baggage expenses we incurred at the ************** when checking in to our flight home to the **** My boyfriend and I knew we were going to check 1 bag for 90, but on this occasion were forced to check our carry-on bags as well by a rude staff member for an additional 180! We tried to explain that we were flying internationally and each had 1 carry-on and that SATA Azores staff at *** had previously accepted our standard-sized carry-ons a week ago when we first flew from *** to ********. We even offered to repack our bags to lower the weight, but were told by the staff member checking us in that our standard-size cases were too large (although this was not true when flying into ******** on another SATA Azores flight). When we asked staff at our departure gate, they said our standard-sized bags would have been fine and did not know why we were told to pay for the bags. They even said we could have checked them for free at the gate of departure if it were truly an issue. Furthermore, several passengers on our flight had the exact same size, type, and brand luggage as ours. We're looking for some assistance in recovering the charges for the two unnecessarily checked bags. Our booking confirmation was 4RNJGQ. We departed on 5/17/23 and returned 5/26/23.