No empathy. Our plane was delayed. Normally we would arrive at 18:00 but because of the delay we would arrive after 11 PM. I contacted the staff and explained that we were stuck at an airport in Faro and we would arrive later. I asked if there was an option that we could maybe check in ourselves or if there was an other solution possible but they didn't think about it and said 'no, check in only until 11 pm' and didn't refund us. We were stuck in Lisbon in the middle of the night without a place to sleep, they didn't help us or give us our money back. There was no empathy.