July 3rd, 2025 had flights for 2. Paid $900 from Barcelona to Boston via Sata Azores Airlines. Our flight was slated to be delayed 2 hour 25 min (It ended up delayed 2 hours 50 minutes). In the beginning, I asked Sata personnel if we may rebook another day as we would miss bus in Boston. They looked into it and learned rebooking would be about €800 if Sunday morning he said it's best to wait to see if the flight will depart in 3 hours or more as then he could rebook for free. I ordered food for child and I. We went through passport security and waited. We checked in to board at 20:30. A gentleman came. He asked me to ask his colleague who was there now. I explained to him I already spoke to desk but he said I need to speak to this one here. I went ask instructed to his colleague and explained I asked ticket counter about rebooking and they said only no charge if the flight leaves with 3 hour + delay. She asked if I'd like to disboard the plane- I said, "No, because I don't have assurance the flight will take off in over 3 hours." She said step aside and wait I will ask my colleague. Her colleague came with walkie talkie and I further explained ...I don't have certainty the plane will take off after 3 hours. Yes, I did want to leave on a different day because we missed our Boston bus and the time for me and child with EU time change is about 11 pm (23:00). I informed her I already asked earlier but they said they'd only be able to rebook the flight without charge if 3 hours or more delayed. She had me wait and called on her phone. Then, she said, you must come with me. I've contacted my colleagues, I must escort you and you may rebook for a different day. It has been cleared.The female escort walked away with our boarding passes. Desk agent called her. I had a photo on phone. She took that. At about 21:03pm she said I would need to pay for the rebooking. I was flabbergasted and broken as I explained this to so many Sata staff already! I disapproved of disembarking my boarding ... I did all the right things. I said I am getting on the plane then realized the other one took my boarding pass. The lady said the plane is already leaving I can't. Sata Airlines refused to let us use phone. They refused to let us contact consulate.They promised a rebook like they were coming to help and now tell us to pay for their mistake?If I wanted to pay $900+ extra I would have rebooked the flights the first time I went to the counter. Suffering under Sata Azores Airlines
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