Airline advertised free on-board meals but won't provide them

[Mattg]

Back in January, I booked some flights with SATA Azores Airlines. At the time that I booked, their website advised that the airline serves free meals on their flights.

Yesterday, I got an email saying:

We inform you that, as of April 2, the onboard meal service will have a new model and will now be available as a 'buy on board' option. This change will allow us to provide a wider variety of choices suited to your preferences.

If you booked or issued your ticket by January 31, you may still see the mention of the free meal, as the change only took place in the system as of February 1.

We thank you for your understanding and remain available for any inquiries regarding the service change included in your ticket by contacting [email/phone number]. If we do not receive any contact from you by March 13, we will consider the change accepted.

I'm flying after 2 April, and would like to receive the service I paid for, so I took up their offer to contact them and requested a credit to use towards their buy-on-board menu. This was the response:

There is no compensation to be given as on the old model meals were served as courtesy from our airline.

There you have it... meals are a courtesy and therefore have no monetary value.

 

[GrahamBRI]

This stuff annoys me......... so I looked through all the avenues of dispute I could find for you Matt....... and found an even harder dead end.....

SATA-Internacional Azores Airlines
GENERAL CONDITIONS FOR PASSENGER AND BAGGAGE CARRIAGE
14.4 Onboard service The Carrier may have a meal and beverage service on board, this service may be free or paid, and is not included in the fare or in the transport contract.

I don't see any other pathways......... other than, a go fund me page, and we can all chip in for your lunch

 

[Captain Halliday]

Assuming other airlines fly the route and are not substantially more expensive, credit card chargeback?

 

[Mattg]

Assuming other airlines fly the route and are not substantially more expensive, credit card chargeback?

Sadly, they are the only airline flying on the route I booked.

 

[Mattg]

I replied to SATA and they basically just said "too bad, the change also applies to bookings made before we announced it" and that if I didn't like it, I could cancel my ticket for a full refund.

Ultimately I still need to take the flights I booked, so I'll just have to suck it up. The issue is not really the extra $20-30 I'll probably have to spend to eat on my 4-hour flight, but the principle. You shouldn't be able to advertise something and then willfully not provide it.

 

[AIRwin]

the extra $20-30 I'll probably have to spend to eat on my 4-hour flight

That's Azores-bitant!

 

[There'sOnlyOneJimmy]

Assuming other airlines fly the route and are not substantially more expensive, credit card chargeback?

Maybe a chargeback would fail too: given clause 14.4, the “contract” would probably still be considered as being honoured?

 

[Daver6]

I'd be taking a picture of the menu which shows the prices. Then after the flight initiate a credit card chargeback for the cost of what a meal is.

Truly poor form by the airline.

 

[Scarlett]

IIRC, the meal/snack we got sitting up front on S4 flights last year was just some basic bready thing and water. Yes, your flight is longer at four hours, but I wonder how much better it is now anyway.

Treat it as a VA flight: fill up in the lounge beforehand and if necessary, make yourself a toasty/wrap/snack for the flight!

 

[clifford]

Treat it as a VA flight: fill up in the lounge beforehand

Assuming there is one and Matt has access... SATA airlines and The Azores?

 

[Mattg]

IIRC, the meal/snack we got sitting up front on S4 flights last year was just some basic bready thing and water. Yes, your flight is longer at four hours, but I wonder how much better it is now anyway.

Treat it as a VA flight: fill up in the lounge beforehand and if necessary, make yourself a toasty/wrap/snack for the flight!

I don’t think there is a lounge at RAI but I agree, will eat at the airport beforehand.

The difference between this and a VA flight is that VA didn’t advertise a free meal when I paid them for my ticket, so I would not have any expectations of getting one.