Azores Express

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] My complaint was to explain my situation and the ce I receivedI admit that I did get emotional but I did not deserve to be hung up onI did call back and the phone picked up and hung up on me several timesI did not receive assistance from this office I wrote a complaint to the office in Azores Portugal and they were the ones who assisted me in the end Regards, [redacted] ***

Dear Sir/Madam, In response to complaint # [redacted] The clients made a total of different reservations with different agents, which renders the argument that they booked a "duplicate" flight invalid In addition, the itineraries were not the same All of the tickets purchased were for economy class seats, making them non-refundable Nevertheless, in the interest of customer service, we have given one of the agents a waiver code, authorizing a refund to the clients We have tried to contact the clients to notify them of our decision, but have thus far been unsuccessful Best regards,Azores Airlines Vacations America, Inc- [redacted] Group [redacted] [redacted] [redacted]

Dear Sirs, Mr [redacted] our Manager director, is not in the office till January 3, However he reach out to me about this complain and has given me instructions to answer to your email.As shown below, on Dec 5, Mrs [redacted] was advised by our main office in the Azores, that she will be compensated with a 50% voucher for a future trip to Portugal due to the unfortunate delay we had.Delays happen all the time, there are costs and it takes time to investigate all casesAnyway the reason why Mrs [redacted] was extremely upset was because She had a Swiss army pocket knife missing from her luggage and she claimed it was stolen.She was extremely upset because the knife was missingAirlines are not responsible for Pocket Knives, only personal items, like clothes, shoes, underwear and luggage.For all we know, It could have been TSA or Customs that took the pocket knife out of her luggage, since it’s considerate a weapon.I spoke to Mrs [redacted] and told her that Mr [redacted] has authorized to reimburse her for the knife, which is against Azores Airlines policy, but only if she sends the original receipt of purchaseShe said she would send it next week.Obviously Mrs [redacted] doesn’t travel much and has no idea how Airlines run.I personally would not go against our rules and regulations, but Mr [redacted] has a great heart and authorized reimbursing Mrs***.I spoke to Ms [redacted] from Revdex.com today and explain all this to her as well, and she considered the case closed Please don’t hesitate to call me if you have further questions Sincerely,Kind regards,*** Thank You for flying with SATA!Best Regards/Cuprimentos*** [redacted] Assistant Managing DirectorSATA AZORES AIRLINESSouth Main St.Fall River, Ma 02721, USAPh: [redacted] Fax: [redacted] E-mail: [redacted] [redacted]

To whom it may concern,Due to operational reasons, SATA/Azores Airlines had to make several schedule changes to the Boston/Terceira flight. We understand the frustration these changes have caused Ms***, who, quite rudely expressed her displeasure during a recent phone call with one of our
representatives. Here are some points that we would like to make regarding Ms***’s claim.First, Ms*** never purchased tickets directly to Graciosa, since such flights do not exist. Her original itinerary was Boston/Terceira/Graciosa. The return was Graciosa/Terceira/Boston. Her current itinerary is Boston/Ponta Delgada/Graciosa, and the return, which is where the issue lies, is Graciosa/Terceira/Ponta Delgada/Boston. Second, she was notified of, and accepted, each of the flight changes, and was informed that she also had the option to cancel her reservation and receive a full refund, if the changes were not to her satisfaction.Third, Ms***’s claim that we will not “pick up” her call is simply false. All calls come into our call center, and are answered by one of several representatives, who do not have the option to choose which calls they will or will not take.Lastly, and taking into consideration that Azores Airlines is unable to offer Ms*** her original itinerary, and that she is traveling with twins, we are willing to pay for an overnight stay at a hotel in Terceira on August 22, 2018, thus eliminating the extra stopover in Ponta Delgada. We hope this will lessen the inconvenience for the passenger.If the passenger accepts, the itinerary would be:Overnight in Terceira Island and returning on June 22, GRW/TER/ June 23, TER/BOS ** *** *** * *** *** *** *** ***
** *** *** * *** *** *** *** ***
This is what the passengers are holding now:OUJ3LE 1.***/*** MRS(ADT) 2.***/*** MR(ADT) 3.***/***(CHD/08OCT15) 4.***/***(CHD/08OCT15) 5.***/*** MRS(ADT) 6 S4 220B 31JUL BOSPDL HK5 E 0600+*1A/E* 7 SP 450Y 01AUG PDLGRW HK5 0645 0850 *1A/E* 8 SP 451Y 23AUG GRWTER HK5 1105 1205 *1A/E* 9 SP 473Y 23AUG TERPDL HK5 1220 1330 *1A/E* 10 S4 221Y 23AUG PDLBOS HK5 1445 1725 *1A/E* Thank you,*** Best regards / Cumprimentos*** ***Assistant Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

According with our rules and regulations, the passenger in question is not entitled to any compensationEnclosed, please find the itinerary, her correspondence and the rules and regulationsThe passenger purchased a round trip ticket Boston-Terceira-BostonThe round trip ticket she purchased from
us was fulfilledPassenger claims that different people told her that she was entitled to a hotel stayWe tried various ways of explaining to her that she would be entitled to a hotel stay if the connecting flight was on the same itinerary as out ticketWe do apologize for the inconvenience this may have caused the passenger, but unfortunately there is nothing that we can do, as we are following our rules and regulationsPlease be advised that Mr*** *** is no longer with our company, the new Managing Director is now Mr*** ***

Dear Sir/Madam,? In response to complaint #***? The clients made a total of different? reservations with different agents, which renders the argument that they booked a "duplicate" flight invalid? In addition, the itineraries were not the same? All of the tickets
purchased were? for economy class seats, making them non-refundable.? Nevertheless, in the interest of customer service,? we have given one of the agents a waiver code, authorizing a refund to the clients? We have tried to contact the clients to notify them of our decision, but have thus far been unsuccessful.? ? Best regards,Azores Airlines Vacations America, Inc- *** Group*** *** *** *** *** ** ***
***? *** *** ***
***? ***
***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
My complaint was to explain my situation and the ce I received. I admit that I did get emotional but I did not deserve to be hung up on. I did call back and the phone picked up and hung up on me several times. I did not receive assistance from this office I wrote a complaint to the office in Azores Portugal and they were the ones who assisted me in the end.
Regards,
[redacted]

Dear Sirs, Mr. [redacted] our Manager director, is not in the office till January 3, 2017. However he reach out to me about this complain and has given me instructions to answer to your email.As shown below,  on Dec 5, 2016 Mrs. [redacted] was advised  by our main office in the...

Azores, that she will be compensated with a 50% voucher for a future trip to Portugal due to the unfortunate delay we had.Delays happen all the time, there are costs and it takes time to investigate all cases. Anyway the reason why Mrs. [redacted] was extremely upset was because She had a Swiss army pocket knife missing from her luggage and she claimed it was stolen.She was extremely upset because the knife was missing. Airlines are not responsible for Pocket Knives, only personal items, like clothes, shoes, underwear and luggage.For all we know, It could have been TSA or Customs that took the pocket knife out of her luggage, since it’s considerate a weapon.I spoke to Mrs. [redacted] and told her that Mr. [redacted] has authorized to reimburse her for the knife, which is against Azores Airlines policy, but only if she sends the original receipt of purchase. She said she would send it next week.Obviously Mrs. [redacted] doesn’t travel much and has no idea how Airlines run.I personally would not go against our rules and regulations, but Mr. [redacted] has a great heart and authorized reimbursing Mrs. [redacted].I spoke to Ms. [redacted] from Revdex.com today and explain all this to her as well, and she considered the case closed.   Please don’t hesitate to call me if you have further questions.   Sincerely,Kind regards,[redacted] Thank You for flying with SATA!Best Regards/Cuprimentos[redacted]Assistant Managing DirectorSATA AZORES AIRLINES211 South Main St.Fall River, Ma 02721, USAPh:   [redacted] Fax: [redacted]E-mail: [redacted]