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:12/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  28, Apr 2024: My original ticket #*** ********** H32393***363439393634H changed my flights 19 Oct & again 13 Nov 14, Nov: H32393***363439393634H changed my original ticket #*** ********** w/no additional cost/fare changes.9, Dec 2024: refund requested #1. H32393***363439393634H (MA USA Office) advises they will only refund $834.91 leaving $463.89 unrefundable. Manager advises I need to contact Jet Blue for refund of domestic flight.9, Dec 2024: ******* advised the fare is fully refundable based on the ticket type. advised H32393***363439393634H needs to use the agent website to claim full refund as ticket is on sata paper 9, Dec 2024: Provided the details from ******* to SATA. Refund request #2. SATA refuses to refund the Jetblue portion of travel.10, Dec 2024: refund request (#3) 11, Dec 2024: SATA continues to refuse to cancel unless I accept $829.80 as refund amount. refuses to work with ******* to resolve 11, Dec 2024: Request #4 today. informed SATA of my complaint to *** and intention to dispute this with my credit card company 12, Dec 2024: SATA continues to refuse to cancel unless I accept $829.80 as refund. refuses to work with ******* 13, Dec 2024: Request #5 for a refund and to escalate to a manager. 13 Dec, 2024: SATA refuses request #6 to cancel unless I accept $829.80 as the refund. *** refuses to *** to manager 15 Dec, 2024: ****** *. replies with interline information, which has no relation or documentation regarding the refund request. SATA continues to refuse to cancel unless I accept $829.80 as the refund 15, Dec, 2024: Request #7 sent. Also sent a word doc showing there is no information in their FARES/ Cancellation or General conditions or carriage sessions stating domestic flight is not refundable. 15 Dec, 2024 opened complaint with Attorney Generals Email addresses: HQ email: **************************** Ticket Information:Original booking ticket: #*** ********** Updated (current) ticket issued by SATA after their itinerary change: #*** **********

  Customer Answer

  Date: 12/26/2024

  The Business has given me a partial refund which is NOT acceptable.... they still over me over $447 - I am still in disputes with the credit card company as well over this. 

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On May 16, 2025 my wife and I were scheduled to fly from ****** ***** to ************* in the Azores. The flight was scheduled to leave at 9 p.m. We boarded the plane and within 10 minutes asked to get off. We sat in the terminal with no updates, food, etc until 2 a.m. or five hours after the plane was scheduled to leave. We were not provided the compensation allowed by the airline. We filed a complaint and heard nothing back.The flight S4280 Furthermore we paid for seat upgrades which we did not get as they switched the aircraft since booking.

• Initial Complaint

  Date:09/04/2024

  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.

  File Ref.: CAS-******-H3R4Y1 Subject: CAS-******-H3R4Y1 SATA0000543007424 Azores airlines not yet deposited myself and my spouse flight delay compensation into our banking account DD information VOID cheque already provided twice.We chose compensation option 2 (Option 2 - Bank transfer of 600Euros)Email details below.From: ******************* <******************>Date: 2024-05-28 9:49a.m. (GMT-05:00)To: SATA Customer Care **************************************** ****************** Subject: RE: CAS-******-H3R4Y1 SATA0000543007424 I chose Option 2.Option 2 - Bank transfer of 600Euros. If you opt for this offer, you must send us a bank receipt with the information of the account to which we should make the bank transfer.After this information is validated, you will receive an email requesting that you accept the amount offered through our website.*** Fan LO My spouse email details below.-------- Original message --------From: SATA Customer Care <************************************************************>Date: 5/20/24 04:33 (GMT-05:00)To: *** Fan Lo <******************>Subject: CAS-******-H3R4Y1 SATA0000543007424 I chose Option 2 - Bank transfer of 600Euros. If you opt for this offer, you must send us a bank receipt with the information of the account to which we should make the bank transfer.After this information is validated, you will receive an email requesting that you accept the amount offered through our website.Thanks,*****************

• Initial Complaint

  Date:08/24/2024

  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.

  I bought 2 plane thickest for me and my daughter to travel from ****** to *** in ***. When we arrived at the airport the lady as SATA desk said we were not in the flight and they changed us to ***** to ******. We did not have another option. So we boarded. The Delta Flight landed in **********, due to weather problems. They sent us to ****** the next morning. We already had another plane schedule from *** to ********* (our final destination and home) We had to deal with Delta mess almos loosing our bags, pay $113.00 for an **** from ****** to *** so we can take our next flight. We did not bought our ticket with Delta. I paid for lounge in ************* (stop in our original flight with Sata) and I paid for sits. They sent us in SITS 36D AND 37D> I want from SATA THE FULL REFUND OF THE MONEY I PAID THEM, Becasue I did not flight thourgh them. They cancel my flight with them, without previous notice. They put me through h*** by sending me with Delta. $1,236.46 Transaction date Apr 11, 2024 Posted date Apr 12, 2024 SATA INTERNACIONAL

• Initial Complaint

  Date:07/01/2024

  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.

  Dear BBB,I'm writing to file a complaint against Azores airline in regards to the credit they should have reimbursed us due to their delayed flight. We got instructions from their counter with a contact email to file the reimbursement claim, and submitted all the evidence accordingly but never heard back from them despite two attempts to follow up with them. Please see below original email submitted to SATA on 3/29.----------------------------------------------------------------Azores ************************ My name is *****************. My booking reference is ORLJGC. Below is our fligt information. NameQI GABRIELLE ******************* NameQI ZIJIAN MR ******************* NameXU BINGXIN MRS ******************* I am writing to request a refund for additional expenses incurred as a result of the cancellation of flight S4246 on March 15, 2024, which was scheduled to depart from ************ to *************. The cancellation of this flight has not only disrupted my travel plans but also resulted in unexpected costs that I had to bear including a hotel room, Uber transportation, and meals, which would not have been necessary if the flight had proceeded as scheduled. Here is a breakdown of the expenses incurred: - Hotel accommodation: $329.40 (Receipt 1)- Uber transportation: $102.83 (Receipt 2,3,4)- Meals: $181.05 (Receipt 5,6,7,8) The total amount comes to $613.28. Attached are the receipts and proof of payment for these expenses. Given the circumstances and per instructions from the JFK SATA counter, I 'm writing to kindly request a refund of $613.28 to cover these additional costs.Please let me know the process for this reimbursement and any additional information or documentation you require from my end. I look forward to your prompt response. Sincerely,*****************

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 and I booked travel on SATA Azores airlines and flew to ******** on Fri 8 March 2024. When we arrived in *****, ******** we found one of our pieces of luggage have been damaged during the handling, destroying the bag with a wheel torn off. Before leaving the airport in ***** I filed a claim with the SATA representatives (attached).After returning to the US I contacted SATA and after several contacts they eventually agreed to reimburse me for up to 100 Euros for a replacement bag. I sent the receipt, my contact information, and all the payment details they requested by 23 April. On 24 April ******************************* from SATA confirmed they had received all of the requested information and payment would be sent.Its now mid June, over 3 months since my claim was filed and 7+ weeks since SATA confirmed they had received all of my information for reimbursement. SATA no longer responds to my emails and phone calls. I would just like to receive the 100 euros reimbursement they agreed to pay after destroying my luggage. thanks

  Customer Answer

  Date: 07/01/2024

  I have not heard from the business in response to my complaint.

• 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.