Dear Travel Agent,
In accordance with the new USDOT (United States Department of Transportation) regulations, SATA will implement, starting Tuesday, May 19, 2026, a new model for flight schedule change notifications (UN/TK), offering different response options to passengers.
As a result, new information will appear in bookings depending on the customer’s selected option.
Please find below the essential framework for your reference:
Available Options and Impact on Bookings:
◼ Accepted (all routes)
The passenger/agent/contact listed in the booking accepts the proposed change.
→ A remark (RM) will be automatically inserted into the booking, as in the example:
SCHEDULE CHANGE ACCEPTED ON 13 MAY 2026
Expected action:
- Changes made within 15 days BD (before departure): the system will automatically revalidate the ticket;
- Changes made between 15- and 30-days BD: SATA support teams will process ticket updates;
- Changes made more than 30 days BD: ticket updates are pending your contact with the usual support channels.
Note: Reissuance under involuntary conditions is still permitted in cases involving Interline flight segments because of information synchronization constraints, as per the previously established procedures.
◼ Refund Accepted (only for bookings with flights to/from the USA
The passenger/agent/contact listed in the booking chooses a refund.
→ A Special Service Request (SSR) will be automatically inserted into the booking, as in the example:
SCHG REJECTED S4280 RFND RQST ON 13 MAY 2026
Expected action:
- The agency must proceed with the refund (INVOL) and cancel the segments according to the procedures already defined and available at sata4agents.pt;
- Compliance with USDOT deadlines for flights to/from the USA:
- 7 business days for tickets paid by credit card;
- 20 calendar days for other forms of payment.
◼ ALT Request (USA routes only)
The passenger requests an alternative.
→ A Special Service Request (SSR) will be automatically inserted into the booking, as in the example:
SCHG REJECTED S4280 ON 13 MAY 2026 PAX RQST NEW OPTION
Expected action:
- The agent must check alternatives together with the customer;
- Contact the usual support channels for ticket updates.
Important Notes
- In cases of Refund and ALT Request, the passenger will be informed that they must contact their issuing agent;
- Additional communication may be sent to the agency by SATA to ensure compliance with applicable deadlines;
- We recommend regularly checking your queues to identify these situations and act accordingly.
For any further clarification, we remain at your disposal.
Monday, May 18, 2026 - 14:38