A financial compensation between €125 and €600, when DENIED BOARDING, depending on the flight distance and the delays that occurred during the re - routing under equivalent conditions of transport;
• A compensation when FLIGHT CANCELLATION occurs, if they have not been informed up to 14 days before the flight or if they are not re-routed in equivalent transport conditions within a reasonable time compared to the original, or if the airline can not prove that the cancellation was due to extraordinary circumstances;
• To the refund of the ticket if the FLIGHT DELAY exceeds 5 hours, only if you decide not to travel.
• In case of not boarding, if the flight is canceled or delayed, the airline shall be entitled to provide assistance in the provision of meals, to facilitate communication and to provide stay during the necessary time corresponding to the period that you can not travel .
Airlines can be held liable for damages caused by delays with a compensation that can reach 4,800 euros. The damage or loss of baggage may be the object of a compensation by the airline, which can reach 1,200 euros. Personal injuries or death in the event of an accident are also covered by the airline. Airlines shall not be accountable if they have taken reasonable measures to avoid damages or it was impossible to take such measures.
Your tour operator should provide you with complete information about the holiday package contracted, fulfill all contractual obligations and ensure protection to passengers in case of insolvency of the organizing entity. Your contract with an airline establishes other rights and obligations. Request a copy of the contract from the airline or your travel agency.
Note: For more information consult the websites of ANAC and the EU.
Schengen flights: 90 minutes
Non-Schengen Flights (Europe): 120 minutes
International flights: 180 minutes
You can check in comfortably at your home or office. Just check the airline's website, confirm your presence and choose your seat on the flight. Check-in is complete when you receive your boarding pass, which you must print and present whenever requested.
There is also the possibility of checking in by mobile phone, as long as you have access to the internet and also through mobile applications. Check your airline website for all available check-in arrangements.
Some companies allow you to check in over the phone, helping you save time and avoid any waiting queues. Always check your airline website and inquire about the terms of this service.
If you choose to check in non-presence and you have checked-in baggage when you arrive at the airport, go to check-in counter 9 to make your delivery.
To avoid any setbacks, we suggest that you take special care with your baggage.
Therefore, we advise you to observe the following procedures:
1 - Always identify your baggage, inside and outside, with name and address;
2 – Always keep your baggage properly locked or padlocked;
3 - Do not carry fragile and valuable objects with you;
4 - Never leave your baggage alone;
5 - Before traveling, check the list of products that you can or can’t carry with you.
Whenever you need to report any irregularities or even make a suggestion, contact your airline or handling agent.
Without prejudice to applicable safety rules, passengers are not permitted to carry the following articles into security restricted areas and on board an aircraft:
a) guns, firearms and other devices that discharge projectiles – devices capable, or appearing capable, of being used to cause serious injury by discharging a projectile; including:
• firearms of all types, such as pistols, revolvers, rifles, shotguns, • toy guns, replicas and imitation firearms capable of being mistaken for real weapons; • component parts of firearms, excluding telescopic sights; • compressed air and CO 2 guns, such as pistols, pellet guns, rifles and ball bearing guns; • signal flare pistols and starter pistols; • bows, cross bows and arrows; • harpoon guns and spear guns; • slingshots and catapults;
b) stunning devices – devices designed specifically to stun or immobilize, including:
• electro-shock devices, such as stun guns, tasers and stun batons; • devices to stun and kill animals; • disabling and incapacitating chemicals, gases and sprays, such as mace, pepper sprays, capsicum sprays, tear gas, acid sprays and animal repellent sprays;
c) objects with a sharp point or sharp edge – objects with a sharp point or sharp edge capable of being used to cause serious injury, including:
• items designed for chopping, such as axes, hatchets and cleavers; • ice axes and ice picks; • razor blades; • box cutters; • knives with blades longer than 6 cm; • scissors with blades longer than 6 cm measured from the fulcrum; • martial arts equipment with a sharp point or sharp edge; • swords and sabers;
d) Work tools – tools capable of being used either to cause serious injury or to threaten the safety of aircraft,including:
• crowbars; • drills and drill bits, including cordless portable power drills; • tools with a blade or shaft longer than 6 cm capable of use as a weapon, such as screwdrivers and chisels; • saws, including cordless portable power saws; • blowtorches; • bolt and nail guns;
e) Blunt instruments - objects that can cause serious injury if used to physically assault someone, including: • baseball and softball bats; • clubs and batons, such as billy clubs, blackjacks and night sticks; • martial arts equipment;
f) explosives and incendiary substances and devices – explosives and incendiary substances and devices capable, or appearing capable, of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
• ammunition; • blasting caps; • detonators and fuses; • replica or imitation of explosive devices; • mines, grenades and other military explosives; • fireworks and other pyrotechnics; • smoke-generating devices; • dynamite, gunpowder and plastic explosives.
Passengers are not permitted to carry the following articles in their hold baggage:
Explosives and incendiary substances and devices — explosives and incendiary substances and devices capable of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
• ammunition; • blasting caps; • detonators and fuses; • mines, grenades and other military explosives; • fireworks and other pyrotechnics; • smoke-generating devices; • dynamite, gunpowder and plastic explosives.
Do to the events which occurred on August 10th 2006, in order to protect all passengers against the new threat of liquid explosives, the European Union adopted safety measures restricting the quantity of liquids, aerosols and gels allowed to pass at the screening points.
These measures entered into force on November 6th 2006 at all Airports of the European Union and at airports in Norway, Iceland and Switzerland and apply:
• To all passengers; • At screening points at all EU airports; • To all destinations.
It is understood by liquids, aerosols and gels:
• Tooth – paste and others similar;
• Lotions;
• Liquid/solid mixtures;
• Contents of pressurized items;
Examples include toothpaste, hair gel, water and other beverages, soups, syrups, perfumes, shaving foams and other articles of similar consistency.
As of January 31, 2014 inclusive, LAGs (liquids, aerosols and gels) duty free purchased at any airport or on board of any air carrier may be carried as hand baggage.
LAGs (liquids, aerosols and gels) duty free and their purchase receipt must be sealed at the time of purchase in a tamper-proof bag, as shown.
Do not open the tamper-proof bag until it reaches its final destination.
The security element (a PSP agent) may need to open the tamper-proof bag for security screening. If you have a connecting flight at another airport, inform the PSP agent so that your duty free articles can be resealed in a new tamper-proof bag.
PERMITTED: LAG (liquids, aerosols and gels) in individual containers holding not more than 100 milliliters or equivalent, packed in a transparent plastic bag that can be opened and resealed, of a capacity not exceeding 1 liter, where the content fits perfectly and is completely closed.
LAGs should fit in the plastic bag so that it can be easily closed and allow the display and identification of its contents.
PERMITTED: LAGs (liquids, aerosols and gels) that are intended to be used while traveling and are necessary for medical reasons or for a special dietary requirement, including baby food. It is advisable that the passenger carries proof of authenticity.
Any passenger with a disability or reduced mobility using air transport at an airport in a Member State of the European Union may request personal assistance either on departure, on arrival or in transit
1- Request the need for assistance, with 36 to 48 hours in advance, to the telephone 295 540 047.
2- When arriving at the airport you should go to the Meeting Point for PMR's, located at the southern top of the check-in area, for the service rendering.
This regulation shall apply to all flights (scheduled and non-scheduled):
- departing or in transit from an airport situated in a Member State territory, Norway, Iceland or Switzerland;
- departing from an airport situated in a third country to an airport in a Member State territory (including Norway, Iceland or Switzerland), if the air carrier of the flight concerned is a Community carrier (or from Norway, Iceland or Switzerland).
The air carrier, its agent or the tour operator must be notified at least 48 hours before the departure of the flight. It is recommended that requests for assistance should be made when booking the flight.
Refusal to reserve or board a flight may only occur for safety reasons or if the size of the aircraft or its doors makes it physically impossible to board or transport the PRM. The air carrier shall immediately inform the PRM of the reasons for that refusal and when requested to do so, the carrier must provide the passenger with a clear, written explanation as to the grounds for the refusal within 5 working days of the date of the request and will propose rerouting on another flight or a refund. The air carrier may require the PRM to be accompanied by another person who is capable of providing the assistance needed, in order to meet applicable safety requirements.
The air carrier that receives the request for assistance shall reserve the assistance requested at least 36 hours in advance of the scheduled departure time of the flight, transmitting the information to the managing bodies of departure, arrival and transit airports. Will guarantee without any charge:
- the transport of recognized guide dogs in the cabin of the aircraft, subject to the national regulations;
- in addition to medical equipment, transport of up to two pieces of mobility equipment for people with disabilities or reduced mobility, including electric chairs (subject to advance warning of 48 hours and possible limitations of space on board the aircraft), also subject to the application of relevant legislation in the context of dangerous articles;
- communication of essential information concerning a particular flight in accessible formats;
- that it will make every reasonable effort to provide a seat that meets the needs requested by the PRM and subject to the safety requirements and seat availability;
- assistance in moving to the toilet facilities, if requested;
- when assisted by an accompanying person, the air carrier shall make all reasonable efforts to seat this person next to the PRM.
The airport management body shall, without any charge, provide the necessary assistance to the PRM to:
- communicate their arrival at an airport and their request for assistance at designated points inside and outside the terminal buildings;
- move from a designated point to the check-in counters;
- check-in and register baggage;
- proceed from the check-in counters to the aircraft, completing emigration, customs and security procedures;
- board and disembark the aircraft with the provision of lifts, wheelchairs or other assistance needed, as appropriate;
- proceed from the aircraft door to their seats and vice versa;
- proceed from the aircraft to the baggage hall and collect baggage completing immigration and customs procedures;
- proceed from the baggage hall to the designated point;
- reach connecting flights when in transit, with assistance on the air and land sides and within and between terminals as needed;
- move to the toilet facilities if required;
- be assisted by an accompanying at embarking and disembarking;
- ground handling of all necessary mobility equipment, subject to advance warning of 48 hours;
- ground handling assistance with recognized guide - dogs, when appropriate;
- have access to the necessary information to take a flight, in accessible formats.
Aerogare Civil das Lajes provides this service with properly trained and qualified staff committing to comply with the following levels of quality, recommended by ECAC:
The levels of service to be achieved, with a pre-service request notification, are as follows:
- 80% of passengers should not wait more than 10 minutes for assistance after contacting the service;
- 90% of passengers should not wait more than 20 minutes for assistance after contacting the service;
- 100% of passengers should not wait more than 30 minutes for assistance after contacting the service.
In case of no pre-notification, service levels will be adjusted:
- 80% of passengers should not wait more than 25 minutes for assistance after contacting the service;
- 90% of passengers should not wait more than 35 minutes for assistance after contacting the service;
- 100% of passengers should not wait more than 45 minutes for assistance after contacting the service;
The service levels to be achieved, with a pre-service request notification, are as follows:
- 80% of the passengers should not wait more than 5 minutes for assistance after arrival;
- 90% of the passengers should not wait more than 10 minutes for assistance after arrival;
- 100% of the passengers should not wait more than 20 minutes for assistance after arrival;
- 80% of the passengers should not wait more than 25 minutes for assistance after arrival;
- 90% of the passengers should not wait more than 35 minutes for assistance after arrival;
- 100% of the passengers should not wait more than 45 minutes for assistance after arrival;
For the landing process an intermediate level of service has also been defined if there is a 90-minute pre-notification:
- 80% of the passengers should not wait more than 15 minutes for assistance after arrival;
- 90% of the passengers should not wait more than 20 minutes for assistance after arrival;
- 100% of the passengers should not wait more than 30 minutes for assistance after arrival;
• Avoid carrying liquids in cabin baggage;
• At the screening points and before the X-ray equipment, present all the liquids you’re carrying to the PSP agent on site;
• Require that any liquid acquired beyond the control point of the boarding pass or on board an aircraft of a European Airline is preferably separated from other items purchase at the same time in a tamper-proof bag together with the proof of purchase;
• Do not open the tamper-proof bag until the final destination of the trip, especially when you have connecting flights, otherwise the liquids may be confiscated at another screening point;
• Take off coats and jackets before the screening point, as they will need to be screened separately from cabin baggage;
• Prior to the screening point, remove from their suitcase, portable computers and other large electrical devices, as these will need to be screened separately.
Check-in area - Level 3
Phone number:
+351 295 540 031
Website:
[email protected]
+351 295 542 683
http://www.psp.pt/
Each airline has its own rules regarding the transportation of live animals on an aeroplane.
This page provides the information on what to do to take your best friend on board with you, as well as a few suggestions on how you can make the trip more comfortable for both.
Can I fly with my pet?
Not all airlines allow transporting animals, except for guide dogs. To obtain up to date and applicable policies regarding the transportation of live animals by the Airlines operating regularly from Aerogare Civil das Lajes, please consult:
TAP PORTUGAL
AZORES AIRLINES
SATA AIR AÇORES
RYANAIR
Generally, only allow small pets or guide dogs are permitted to travel in the cabin. Medium-sized or large animals will be transported in the cargo compartment, in the hold.
You should inquire the airline about the information regarding the terms and conditions, prices and required documentation which might differ depending on your destination.
Airlines have limited space for transporting animals on each flight. Thus, pet transportation will always be subject to confirmation. However, to book your ticket, you must provide:
– The type of animal being transported
– The size of the animal carrier
– The total weight of the animal including the carrier
Rules for transporting your pet may vary depending on the countries of departure and destination.
In order to travel within the European Union, your cat, dog or ferret must have:
– An European Pet Passport, which can be issued by a qualified veterinarian.
– An identification microchip, or a readable tattoo applied before July 3rd, 2011.
– A valid rabies vaccination. If you are not sure whether your animal's rabies vaccination is valid, please contact Direção Geral de Alimentação e Veterinária (Portuguese Directorate-General for Food and Veterinary Medicine).
Some EU Member States impose more stringent regulations, so you should contact the relevant authorities of the destination country or the Directorate-General for Food and Veterinary Medicine.
If you are travelling outside the European Union you must enquire with the Directorate-General for Food and Veterinary Medicine about the documents that should accompany your pet.
All airlines have strict rules on the transportation of animals, both in the cabin and in the hold. It is, therefore, essential that you follow the airline's instructions to the letter.
In order to travel with other pets, such as birds, reptiles, rabbits or rodents, we recommend that you contact the relevant authorities of the destination country.
Except for guide dogs, all pets must be transported in a specific carrier/kennel.
You can buy a pet carrier in speciality stores. Make sure your pet has enough room to move about, stand and lie down in a natural and comfortable way.
However, because each airline has size restrictions on carriers transported both in the cabin and the hold, before buying the carrier, find out what those restrictions are.
– Allow the animal to be familiar with the carrier before travelling, so it will be less anxious. A few days before travelling, place treats, toys or food inside the carrier, so your pet gets accustomed to it.
– Put a label on the box with information on the animal: name, owner's name and destination address.
– Oil the carrier to neutralise odours.
– To make the carrier more comfortable, line the bottom with absorbent material and place inside an object that is familiar to your pet, to make it feel more at ease during the trip.
– Inform your airline as far in advance as possible.
– Before the trip, do not feed the animal too much. It should embark with only a light meal.
– Before placing the animal in the carrier, get it to walk for a bit, to relax.
– Remember that check-in for passengers transporting pets may take longer. Ask your airline how far in advance you need to be at the airport.
Most airlines will allow guide or service dogs to travel with you in the cabin.
Because these animals are trained to assist people with disabilities, their transportation is free of charge and does not require a pet carrier.
However, in order to travel with this status, you must submit the proper documentation in time, including a medical certificate attesting to the need for a guide dog travelling with you. You must also inform your airline.
National and European regulation in matter of aviation security is explicit and is applicable to animals including pets.
If the animal is travelling in the cargo hold, after concluding the check-in you shall proceed to the Oversized Baggage Counter.
Your animal can be screened inside the carrier through the X-ray equipment without any harm to the animal.
In cases where the carrier is too large to undergo X-ray screening or the owner does not authorize the animal screening through the X-ray equipment, the following procedures apply:
- the animal shall be muzzled, and a leash shall be placed;
- the animal shall be removed from the carrier and kept under leash at all time;
- the carrier will be subjected to security screening, either manually or through the X-ray equipment;
- the owner shall help calming down the animal, to allow the security officer conducting a quick but thorough manual search;
- The animal shall then be placed in the carrier in order to proceed to the cargo hold.
If the animal will travel in the aircraft’s cabin, you shall proceed to the boarding hall after completing the check-in, in order to have enough time to complete the security screening.
Animals travelling in the cabin are subjected to the exact same security screening as passengers and cabin luggage.