STAY TUNED TO THE ANAC NEW RULES
* All information below is subject to change without prior notice.
To bring the Brazilian Air Transport closer to the international model, the ANAC (National Civil Aviation Agency) approved changes in the rules of air transportation and travel.
These changes are aligned with the Brazilian Code of Consumer Protection ensuring greater transparency and better services for travelers.
See below the new rules now in use for tickets purchased from midnight on March 14, 2017..
›› AIRTICKET PURCHASE
In the tickets search results, the airfares displayed must include the ticket price plus all fees and taxes incurred at the time of the purchase. That is, already at the price quotation the passenger will know the exact value that will pay.
›› INCORRECT FILLED-OUT DATA
For security purposes, if there is any identification spelling errors on the ticket the passenger may be prevented from continuing travel. However, for domestic and international flights it is possible to request such change at no additional cost. For international interline flights only (those where routes and connections are operated by more than one airline), each company defines Whether this change is provided free of cost.
›› TRANSPORT CONTRACT
Before finalizing the purchase, the passenger must access all the contracting terms of the transport service such as return rules, reimbursement, and weight and size restrictions for baggage, among others.
›› WITHDRAWAL AND CANCELATION
After receiving the ticket confirmation, the passenger can withdraw within 24 hours from the purchase at no additional cost, so long as the flight is scheduled at least 7 days before departure date.
›› CHECKED AND CARRY-ON BAGGAGE
During boarding, the hand baggage allowed per passenger cannot exceed 10kg and it is cost-free. Checked and excess baggage fees remain at the discretion of airline companies, provided that the values are clearly defined on current fare conditions.
›› CHECK-IN TIME
Self-check-in, airline check-in counters and check-in online services are available for passengers. Generally, airline companies start check-in online 72h before flight departs, and 4-2 hours in advance at check-in counters. For domestic and international flights, counter closure time may vary depending on one company to another and from domestic to international.
›› REBOOKING OR CANCELATION
The passenger can request rebook, refund or cancelation of tickets. In this case, the fees charged shall not exceed the total fare paid, even if it is a reduced fee promotional offer. Such reimbursement/reversal is expected within 7 days after request to cancel. In case of refund, boarding fees shall always be returned to the passenger who did not board. For rebooking and cancelation options the value can be applied to future travel.
›› BAGGAGE LOSS
For baggage loss incidents the passenger must contact the airline to make a claim and fill out the lost report. As soon as they receive news of the claim, the airline company has up to 7 days to find and return the baggage for domestic flights and up to 21 days for international flights.
