In April, my husband and I were booked on a flight through SATA airlines from Lisbon to Boston. One half hour before the scheduled flight a representative announced the flight was canceled. A bus took all of us to a hotel where lunch was waiting. We were also served a dinner and a breakfast the following morning. Our return flight was 23 and a half ours later. SATA only wants to compensate us half price of the flight. They are saying the flight was delayed not cancelled. We would like a monetary compensation or two flights paid in full. If anyone has any thoughts or helpful information it would be appreciated.

The EU has specific rules that apply to such situations:

europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

Since you were transported to your final destination (eventually), it looks like your maximum compensation would be €600 per person. To get a full refund, you'd have to not accept the delayed flights.

The flight was not cancelled but delayed. What was the reason for the delay? I guess it was a technical issue? The rules say you might be entitled to EUR600 max, it's not a certainty. The airline would not announce that the flight is cancelled and then proceed to put you in accommodation. If a flight is cancelled, they would have rebooked you on alternatives.

Since you asked for thoughts, these are mine: I don't know why compensating half the value of the flight plus providing overnight accommodation where 3 meals were served and you arrived at your final destination safely instead of being scraped off the bottom of the Atlantic, does not seem to be enough for some people.

You should have been given a sheet of paper with your rights under EU law.
The chances are the airline will claim it was beyond their control, and if you pursue a claim under EU law you will get nothing.
As it is the airline treated you very well, and provided as much information and support as they could, plus a reasonable compensation.
I can't see how you expect to receive any more.
Just be grateful for what you did get and move on.

I know nothing of EU airline regulations but I do know this.: S*** happens. What you were provided seems fair to me. Get over it.

Just heard back from SATA. Our response to them concerning half of a one way fare was not acceptable to us. Due to the fact that we both lost a days wage and we had pictures of the flight board stating the flight was cancelled not delayed and newspapers reported a strike not mechanical failure they compensated us with full round trip air fares for two. We are thrilled! thank you for the advice!

Seems like a very generous offer. Two yrs. ago we booked R/T from Chicago to Rome with a three day stop in Madrid on the way back. The flight home was delayed by super storm Sandy as we were supposed to connect in Newark. UAL tried to book us home 5 days past our scheduled departure which was unacceptable d/t work schedules so we booked our own return on Lufthansa. UAL refunded our entire fare! Yes, they got us to Rome, then Madrid but gave back everything we paid. Amazing. Also as we had travel insurance our fare for Luft. was fully refunded as well. .

I don't know why UAL refunded the entire fare. A TA told me it was for goodwill and a friend of mine who is in the UA million miles club thought it must have been a coding error which seemed plausible as they originally told me we would get a partial refund.

IrishDeb,

We just experienced a similar event with SATA. Our flight was delayed by 23 hours on departure and we lost a day and 1/2 in the Azores. Since we prepaid our vacation rental and rental cars it was a financial loss as well. I can't seem to connect with anyone at SATA who can help settle compensation. Can you offer any suggestions as to who to speak with at SATA?

Thank you!

mmbrown: Have you called their contact number?

>>Contact Centre: call 707 22 7282, and one of our operators will instruct you on how to proceed.<<

If SATA doesn't respond then contact the equivalent of the Portuguese FAA:

INAC – Instituto Nacional de Aviação Civil
Rua B, Edif. 4,5 e 6
Aeroporto da Portela 4
1749-034 Lisboa
Tel: 21 842 35 00 / Fax: 21 840 23 98
E-mail: [email protected]