Cancellation Policy

Part of the mystic nature of Flores lies in its remoteness. However we understand that with this comes difficulties to travel out here to the middle of the Atlantic. 

Unfortunately our booking partners don’t provide a flexible enough cancellation structure to allow for exceptional circumstances such as bad weather. To this end we have crafted our own cancellation policy that we feel better shares the burden when we are faced with exceptional circumstances. We have outlined the following policies that sit above those with our booking partners, that we will manage directly with the client via email.

• We are a destination location and so are often booked months in advance. As you can imagine we don’t get many walk-ins 🙂 Therefore our standard cancellation policy requires notification 30 days before check-in. If however you need to cancel within this period and the dates are freed for other bookings, we will refund you whatever we are able to fill. This policy is in place to protect us from loss of income but also to ensure we can support clients who wanted to visit us. Our intention is not to benefit from cancellations 🙂

• If your arrival is delayed due to bad weather then SATA airlines will provide you with accommodation including transport to the accommodation as well as food for these days until you are able to travel to us. We do not compensate these days as we know SATA are taking care of you. If you decide to cancel a booking after bad weather has delayed your arrival we always charge for the first night/s that SATA compensate you, however once you send proof you have cancelled the flight with SATA we will refund you half of what we received for your remaining booking. We think it is fair in this circumstance to accept some of the financial burden that our island’s weather can cause.

• If your arrival is delayed due to technical reasons with SATA airlines then they are solely responsible under EU Law (Regulation 261/2004) to compensate you with €250 for short-haul flights (up to 1,500 km) if you were notified less than 14 days in advance.

SATA airline obligations to provide accommodation and food can be found here – https://www.azoresairlines.pt/en/passenger-rights-in-the-event-of-operational-irregularities

Any other compensation can be pursued with them via their complaints system – https://www.azoresairlines.pt/en/support/contact-us/claim.  We also advice using an intermediary like airhelp.com to manage your claim as it can be a long and arduous process.

If you have been directed to this page and would like to email us because the above policies apply to you, click here.