Refunds

1 – General Information

A ticket is valid for refund (fare and/or fees) within its validity:

  • One year, counting from its issuing date, in case the passenger has not started the trip;
  • Up to a year after the passenger started the trip.

 

Fully unused ticket refund

Check if the ticket status is open and if the fare and/or fees are refundable or not.

The amount to be refunded is calculated by fare component, i.e., the sum of all the penalties is charged. However, when one of the fare component is not refundable, another may be, so the respective penalty, if any, is applied.

Airport taxes not flown are refundable. YR, YQ, J9, US, XF, and ZP are only refundable when the fares are also refundable, even if they have a penalty.

 

Partially flown ticket refund

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

If the fare can be sold by OW and refund is allowed, it will be the equivalent to non-flown segment, charging the respective penalty, if applicable.

If the fare is not available for OW and allows the refund, you will have to recalculate to the next fare within the same cabin compartment that allows OW and refund the difference, charging the penalty if applicable.

Airport taxes not flown are refundable. YR, YQ, J9, US, XF, and ZP are only refundable when the fares are also refundable, even if they have a penalty.

 

Important notes:

  • Changing the payment method used for the original ticket is not allowed;
  • Direct and indirect refunds are credited through BSPlink. For USA IATA documents, if is though ARC.

 

2 - Direct refunds (via GDS)

All tickets and EMD (fare/fees) can be refunded directly in the system, in whole or in part, within the ticket validity, if complying with the fare rules.

 

3 - Indirect refunds (requested and processed through BSPlink)

3.1 - Agents must request refunds via BSPlink, using the "Refund Application" option in the following cases:

  • Tickets in which agents are complying with fare rules, but there is a need to justify the refund with attached documents;
  • Difference between the Azores Resident fare to the Student Fare, on fully flown tickets.
  • Tickets that have undertaken involuntary changes, in which the passenger does not accept the alternatives offered by the airline and the fare applied is subject to penalties, in the following situations:
    • Schedule change (TK) of more than 3 hours;
    • Cancellation (UN) in which the flight number, date, and time change;
    • Delay that makes it impossible to connect flights on the same ticket.

Note: the booking must be canceled immediately upon receipt of the UN/TK.
 

3.2 - Commercial refunds are authorized upon payment of an administrative fee in the following cases:

  • Tickets issued in duplicate by the same agency, as long as a new ticket is booked on the same flights with equal or higher fare, and the duplicate booking has been cancelled in a timely manner;
  • Passenger’s visa refusal, duly justified, provided that the booking is cancelled in a timely manner;
  • Ticket incorrectly issued as an adult for a child, or as a child for an infant.

Note: A EUR30 / CAD40 / BMD40 fee is charged in all refunds requested through BSPlink, except in the cases mentioned in 3.1.

 

3.3 - ARC refunds: Agents must request to our GSA a Waiver Code, for the following cases:

  • Tickets in which agents are complying with fare rules, but there is a need to justify the refund with attached documents, these documents must be sent by email to our GSA when requesting the waiver code to refund;
  • Tickets that have undertaken involuntary changes, the passenger does not accept the options offered by the airline and the fare applied is subject to penalties. In these cases, passenger’s rights must be assured by what is specified in case of irregularity. The booking should be cancelled;

3.3.1- Commercial refunds are authorized via ACM, and the administrative fee will be deducted, in the following cases:

  • Tickets issued in duplicate by the same agency, as long as a new ticket is booked on the same flights with equal or higher fare, and the booking has been cancelled in a timely manner;
  • Passenger’s visa refusal, duly justified, provided that the booking is cancelled in a timely manner;
  • Ticket incorrectly issued as an adult for a child, or as a child for an infant.

Note: A USD40 fee is charged and deducted upon issuing the ACM, except in the cases mentioned in 4.

 

4 - Other information

Refunds for reissues made by SATA or another airline for tickets originally issued by travel agencies:

  • Ticket or EMD
    If the original ticket is issued by SATA (331/737), you should contact your respective GSA in your Market or if your Market does not have a GSA please, forward to email helpdesk.agents@sata.pt to request a refund, and an ACM will be issued for the IATA issuer.

Note: Documents issued by another airline, even with S4/SP flights should be sent directly to owner of the ticket plate.

 

5- Groups

Tickets issued under a Group Contract must comply with the agreement's clauses, so any refund request must be sent to the Groups' Department for analysis.