Portuguese American Journal

Travel: SATA named ‘worst airline in the world’ in customer satisfaction – AirHelp

The Azores based SATA Airlines was named the ‘worst airline in the world’ in customer satisfaction by AirHelp, an online website open to customer complaints regarding air carriers’ services.

Established in 2013, and based in Silicon Valley (USA), AirHelp educates and empowers millions of air passengers around the world about their rights and how to secure compensation for delayed, canceled, or overbooked flights.

AirHelp assigned scores to 34 airlines based on quality performance, flight delays and how well they resolve compensation claims.  SATA Airlines ranked last with a score of 5.2, while Qatar Airways was tops at 8.9.

According to the score, SATA Airlines was placed at the bottom of the list as the ‘worst airline in the world’ in costume satisfaction, followed by EasyJet  and Virgin Atlantic.  TAP Portugal was placed fifth worse according to AirHelp. The top winners were Qatar Airways, followed by KLM and Air Baltic.

According to its mission: “AirHelp’s job is to hold airlines to their financial obligations. We fight back in court, through national enforcement bodies, and online (by exposing the airlines’ ineptitude for properly informing passengers of their rights).”

SATA Airlines operates SATA International, which has been renamed Azores Airlines in October, 2015. The former SATA International, which operated two tour operators, the SATA Express in Canada and Azores Express in the United States, will cease operating under the former brands.

SATA Airlines provides its own maintenance and handling services and manages four regional airports. Its main base is the João Paulo II Airport, in Ponta Delgada. The airline has an estimated 1.300 employees (2014).

Originally founded in 1941, by the SATA Group, a private corporation- under the name ‘Sociedade Açoreana de Transportes Aéreos’ (SATA) – in 1980 SATA became state-owned, run by the Government of the Azores in partnership with state-owned TAP Air Portugal.

For the time being, the Azores Airlines will remain the only commercial airline providing direct flights from the United States and Canada to the Azores.


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