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 the fare is refundable or not.
The amount to be refunded is calculated leg by leg, i.e., the sum of all the penalties is charged. However, when one of the legs 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 OWs and allows a refund, it will be the equivalent of the not-flown segment, charging the respective penalty, if applicable.
If the fare is not available for OW and allows a refund, you will have to recalculate to the next fare (keeping the 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.
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 BSP Link)
3.1 - Agents must request refunds via BSP Link, 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;
- 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;
- Difference between the Azores Resident fare to the Student Fare, on fully flown tickets.
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 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 BSP Link, except in the cases mentioned in 3.1.
4 - Other information
Refunds of SATA ‘s reissues versus Travel Agents’ originally issued tickets:
- MCO
If the original ticket is issued by SATA (331/737), the MCO is only valid for refund through an ACM and within its validity, and you should contact your respective GSA in your Market or if your Market does not have a GSA please sent to:
Agent Help Desk
Rua Dr. José Bruno Tavares Carreiro, nº 6, 7º Piso
9500-019 Ponta Delgada
S. Miguel
Açores - Portugal
- 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 originated by another airline should be sent directly to that airline.
Important notes:
- It is not permitted to change the form of payment on the original document;
- When processing the refund, you must consider the fare regulation(s) applied at the date of the ticket issuance, as well as the status of the document;
- Direct and indirect refunds are credited in BSP.