Passenger Guide

Passenger Guide

Everything you need for your trip

Before travelling

the air ticket


Tariff Freedom - The price of tickets for domestic or international flights began to be freely established by airlines as of 2001. In 2005, tariff freedom became a federal law (Law No. 11.182/2005)

Variations - The price of the air ticket may vary depending on the sales channel used (internet, stores, airport counter, travel agencies).

Real cost - Sales advertisements must show the total value of the air ticket, including all fees, taxes and fees. This way, you will know, at the time of purchase, the final cost of your ticket.

Options - You are not required to purchase any optional services (such as travel insurance, comfort seat and extra luggage, for example). Optional services can only be selected on the buyer's initiative and their cost must be presented separately from the ticket price.

Refund of Options - For reimbursement of amounts paid for optional services, the contract rules apply.

Rate Profiles - Airlines must disclose, at the time of ticket sales, whether baggage is included in the ticket price or whether it will be sold separately (depending on the fare profile). Thus, passengers can choose the fare that best suits their interests.

At the time of purchase - If checked baggage is purchased separately from the ticket, the service values ​​must be informed at the time of ticket purchase. Passengers may purchase in advance (baggage along with the ticket) or at check-in, remembering that advance purchase may have a lower cost

Onboard Service - It can be included in the price of the air ticket or paid separately, on board the aircraft. This offer is a prerogative of the airline, in accordance with its commercial strategy. If in doubt, consult the airline in advance.

Airfare rules

Clear Rules - All information about air transport services and their rules must be passed on by the airlines in Portuguese, in a clear and objective way to the passenger, both in their physical stores and electronic addresses and by telephone. Always ask that these rules be passed on to you in writing as well.

The proof of purchase of the air ticket must contain the following information: total value of the air ticket, with a breakdown of its items; rules and possible fines; time for connecting and changing airports, if any; baggage transport rules and values; passenger's name and surname; time and date of travel; optionally purchased service(s) and product(s); procedures and time for passenger boarding; and expiry date of the ticket.

STAY TUNED! Please note that in some sections there may be a change of airports, when connecting flights. This displacement is always borne by the passenger. In some cities, airlines offer complimentary shuttle bus transportation between airports. Try to inform yourself in advance with the airline

Completion of Personal Data - When filling in the details to purchase the ticket, be extra careful not to make a mistake when filling in the name and personal information that will appear on your ticket. On domestic flights, you can request the error correction free of charge even before your check-in receipt is issued (online or in person). But don't leave it to the last minute: if you notice any spelling mistakes, report it immediately to the airline. And remember that the air ticket remains personal and non-transferable. On international flights, there may be a charge for the correction; the value is set by the airline.

DO NOT BE LATE! If you do not arrive at the airport at the stipulated time (no-show), the company may refuse boarding. This fact may generate additional costs, which are described in your contract of carriage. Remember that it is up to the carrier to specify the time for the passenger to show up for boarding and that the boarding time is different from the flight time.

Mileage programs - Passenger loyalty and benefit programs (mileage) are not regulated by ANAC, as they represent a commercial relationship between the consumer and the company. But the passenger who purchases the ticket by this means must have the same treatment as the others.

Seat Marking - The airline may change the seat number previously selected by the passenger due to operational needs or due to a passenger in need of special assistance, who would prefer to stay in the seat. In this case, the passenger may be re-accommodated in another seat. It is also the option of the company to leave the choice free on board, without prior notice.

The Shipping Fee it is charged by the airlines, when the ticket is sold, and passed on to the airport administration for the maintenance of infrastructure and services. Runways, aircraft aprons, departure lounges, elevators, escalators, cleaning and sound and air conditioning systems are some of the items that are the responsibility of the airport administration. The value is determined according to the category of airport and the nature of the trip (domestic or international).

Changes, refunds and rescheduling

Look for the airline - To cancel or change your trip, you must contact the airline. The changes will be made according to the availability of flights and may generate additional costs, provided for in the rules of the ticket purchased.

ATTENTION: After 24 hours of purchasing your ticket, requests for flight rebooking or refund of the amount paid will be subject to the contractual fine and payment of the fare difference, if applicable.

Up to 7 Days - The refund or chargeback must be made within 7 days from the date of the passenger's request.

Worth the Rule - The reimbursement made by the company must observe the means of payment.

Passenger's choice - If the passenger agrees, the refund can be made in credits for the purchase of a new air ticket. In this case, the company must inform in writing the validity and amount of the credits, as well as allow their free use by the passenger, who can buy air tickets for himself or for third parties.

Departure fees and taxes must always be refunded to the passenger who did not board. For rebooked tickets, airport fees and taxes paid may be used for the new boarding.

The validity of the air ticket varies by airline and by contract of carriage. In cases where the carrier issues proof of airfare without a pre-defined date for use, the validity period will be 1 year, counted from the date of issue. Please be careful to make any request for a refund or change before the expiry of this period.


Contractual Fines are applied only on the value of air transport services. Never about airport fees and taxes paid.

New Standard - The fines charged when the passenger requests rebooking, cancellation or refund of the ticket cannot be greater than the amount paid for the air ticket, even if it is promotional. The amounts paid for boarding fees and taxes cannot be included in the base amount of these fines.


Necessary documents

Valid documents - When preparing for the trip, check the necessary personal documentation, including that of accompanying persons, especially if they are minors. All embark with a valid official document with photo (ID or passport, for example). Children under 12 years old can use valid photo ID or birth certificate (original or certified copy).

Student ID It is NOT an identification document accepted for boarding. In case of theft, robbery or loss of document, the Occurrence Bulletin will be accepted.

KIDS (Up to 12 Years) AND TEENAGERS (ages 12-17) should always check with the airline to see what additional documents are required for domestic and international departures. Judicial and parental authorizations may be required, under the terms of the law and the rules in force.

Minors - For domestic and international departures of minors, it is important to always check what the Child and Adolescent Statute says, in addition to the requirements of the Childhood and Youth Court of the place of departure - especially in cases of travel with only one parent or unaccompanied.

Legal Requirements - No child may travel outside the city where they live unaccompanied by parents or guardians without express judicial authorization. This authorization is waived when the child is accompanied by one of the parents. In addition, it is possible for children and adolescents to travel unaccompanied by both parents, provided that legal requirements are observed. If in doubt, always consult the airline. It is important to note that the rules for international flights are different.

For International flights, do not forget to check the requirements of the country of destination - such as minimum passport validity, entry or transit visa, vaccination certificate, among others - in order to avoid any inconvenience.

Access - Only passengers with valid boarding passes (flight date and time) can enter the departure lounges.

passengers from Other nationalities must present one of the following documents, considering its validity: Passport; Foreigner Identity Card - CIE (RNE); Diplomatic or Consular Identity; or yet another travel document, the result of international agreements signed by Brazil.

Coin Transport - For information on carrying currency in cash or traveler's checks, both when entering and leaving the country, inquire about the need to fill in the Electronic Declaration of Traveler's Goods (e-DBV), from the website of the Secretary of Federal Revenue of Brazil:

Has the Airline Changed Your Flight?

Your rights

Any change to the flight schedule and itinerary (example: change from a direct flight to a stopover or connecting flight) must be informed to the passenger within 72 hours before the original flight date.

Notice Requirement - The company can change the flight schedule by up to 30 minutes on domestic flights and up to 1 hour on international flights, as long as you notify us at least 72 hours before the original flight date. If notified in advance, the changes do not create any obligation on the airline.

Refund Alternatives - If the change is not passed on to the passenger within the deadline or is longer than 30 minutes on domestic flights or 1 hour on international flights (in relation to the departure or arrival time), the airline must offer the passenger the refund alternatives of the air ticket, re-accommodation on another flight of the own company or even of another airline.

Company obligation - If the passenger is not informed and arrives at the airport, knowing the change only at the location, the airline must offer, in addition to reimbursement and re-accommodation alternatives, the execution of the service by another means of transport and material assistance, when applicable.

Check-in and boarding

Step by step

Your flight confirmation and boarding pass issuance is called check-in. It can be done at the company's counter, over the internet, through mobile device applications or self-service totems at airports. Remember: the last opportunity that the passenger has to request the correction of the name, when there is an error, is before the issuance of the check-in receipt.

Boarding is after check-in, and represents the moment when the passenger begins the procedures for entering the aircraft, passing through the security inspection channel and heading to the boarding gate.

Boarding gate - With your boarding pass in hand, if you only have hand luggage (and it complies with the rules of the contracted airline), you can go directly to the inspection channel that gives access to the boarding area.

Check the time - The presentation for boarding must be made at the time stipulated by the airline. Always follow the local time shown on your airline ticket. No need to calculate time zone or daylight saving time. Be aware: the boarding time is always earlier than the flight departure time.

Gate changes - You can check the time and departure gate for your flight on the various monitors spread across the airports. Both the flight schedule and the boarding gate may change at any time.

after the call to board the aircraft, the passenger must present his/her boarding pass and identification document.

Using the baby car seat (up to two years) is allowed as long as it fits in an airplane seat and is certified for aeronautical use. In this case, as the child will not be transported on the lap, it is necessary to buy a seat (air ticket) for the baby. Check accepted car seat specifications



Baggage allowance - It is the amount of weight and number of packages that you can carry on board the aircraft (either with you, in your hand luggage, or in a checked bag).

Allowed dimensions - Check your transport contract for the height and width dimensions allowed for your hand luggage. Remember that the company must guarantee 10 kg free of charge for the passenger, but it will be able to determine how many packages you are authorized to carry that weight with.

Without cost - If your hand luggage meets the contract rules, but needs to be checked (lack of space on the aircraft, for example), the company must do so free of charge.

extra service - Airlines will be able to offer the transport service of checked bags separately from the ticket price. Thus, each passenger will be able to choose whether to purchase the baggage allowance and weight that best meets their needs.

Baggage on domestic flights

prohibited - The rule for transporting sharp or piercing objects, as well as pocketknives and nail scissors, among others, remains the same: they cannot be transported in hand luggage.

valuables - In the baggage to be checked, the passenger must avoid carrying valuables (such as jewelry or electronic devices). But, if necessary, you can declare the value of the transported goods at check-in. To do this, ask the airline for the form, which will be responsible for the declared goods at a fee to be charged at the time of confirmation of the goods. Check the values ​​with the airline; normally, the Invoice is required as proof of the value of the good to be dispatched.

Caution! It is not allowed to check explosive, flammable or toxic substances in your luggage. If in doubt, consult the airline.

It's the rule - Passengers should avoid carrying fragile items in checked baggage. The airline may not indemnify any damage to these items, in compliance with the rules set forth in the air transport service contract.

International travel luggage

In addition to the restrictions listed for domestic flights, international flights have their own security rules. In hand luggage, containers with gel and pastes must be carried in transparent packaging of up to one liter and with a maximum dimension of 20 cm x 20 cm. Each liquid container cannot exceed 100 ml, even if it is not full.

Baby food - You can take your baby's food in your hand luggage, but only the amount that will be used during the flight. The same goes for syrups, whey, soups, etc. The power supply must be presented at the onboard safety preventive x-ray inspection. Baggage limit rules vary by country of destination; therefore, check with the airline in advance.

Medicines - Medicines can be transported only upon presentation of the medical prescription (prescription) at the time of the x-ray inspection.

Free Shop Products - Perfumes, beverages and other liquids purchased in duty free shops must be packed in a bag sealed by the establishment and with the invoice from the day of the flight. Consult the airline in advance for domestic flights whose departure is in an international area or connections in other countries.

additional coverage - If the passenger intends to transport goods worth more than R$ 5 thousand (1.131 SDR = Special Drawing Rights, currency unit used by international aviation), he may make a special declaration of value with the airline, for purposes of additional preventive coverage, in case of lost luggage.

In case of lost luggage containing goods purchased abroad, request the registration of the occurrence from the airline, at the time of disembarkation.

Special Baggage

The conditions for transporting special luggage (sports or musical equipment, for example) must be checked in advance with the airline. Baggage that does not fit the rules established by the company may be refused or subject to a cargo transport contract.

Medical prescription - You can take your medicines, But don't forget your doctor's prescription. Some products may undergo sanitary inspection in other countries. To avoid inconvenience, try to keep them in the original packaging and carry them in your hand luggage. Pay attention to the individual volumes of the containers, as there are restrictions.

Safety Inspection

Know the procedures

Inspection procedures at the airport are mandatory for boarding passengers and follow international safety standards. To access the gate, all passengers must pass through a metal detector (except for those with a pacemaker or hearing cochlear implant).

personal search - Passengers who, for a justified reason, cannot be inspected by the detector must be subject to a personal search. Pregnant women can request physical search or manual metal detector

Standard procedure - Before going through the metal detector, remove coins, cell phone, keys, belt and others from your pockets, which must be packed in the tray to pass through the x-ray channel. You may also be required to remove your shoes if requested.
A physical search may take place even after passing through a metal detector, as an alternative or additional security measure. The search must be carried out by a police officer or civil aviation protection agent of the same sex as the passenger. It can be done in a reserved room, if requested by the passenger, with the presence of a witness

no release - Passengers who refuse to go through the personal search will not have access to the departure lounge.

Stay tuned - After going through the security procedures, you can leave the departure lounge, if necessary, but you must ask an airport employee or airline for guidance in order to return.

hand luggage must also pass x-ray inspection. The list of prohibited items, which must always be disclosed by the airlines when purchasing the ticket and also at the check-in counters, must be observed by the passenger when preparing the luggage. When detected, prohibited items must be discarded at the time of inspection. When detected, prohibited items must be discarded at the time of inspection.
Laptops, notebooks and portable computers must be removed from carry-on baggage to go through the x-ray equipment on domestic and international flights.
Any volume of hand luggage may be searched in the presence of the passenger.

Flight delays and cancellations

see your rights

Reports - In addition to immediately informing its passengers about flight delays and cancellations, the airline must keep the passenger informed every 30 minutes regarding the estimated flight departure in the event of delay.

material assistance - The new Resolution No. 400/2016 kept the material assistance rules valid since 2010. Thus, in cases of delays of more than 4 hours, flight cancellation and passenger deferral, the airline must offer the passenger options for re-accommodation, full refund or performance of the service by another means of transport. In addition, the company must also provide material assistance when applicable.

Refunding - In cases of flight delay, cancellation or interruption, if the passenger opts for a refund, it may be full (if requested at the airport of origin, stopover or connection, guaranteeing the return to the point of origin in the last two cases) or partial ( when some part of the transport is useful to the passenger).

A reaccommodation it must be carried out on the company's own flight or that of a third party, in an equivalent service, at the first opportunity. Passengers will still be able to choose a flight from the same company at a later date and at a convenient time.

to whom it applies

material assistance is due irrespective of the reason for the delay, cancellation or deferral (boarding denied) and applies both to passengers waiting in the terminal and to those on board the aircraft with doors open.

Your rights - Material assistance is offered free of charge by the airline and according to the waiting time, counted from the moment of delay, cancellation or deferred boarding, as shown below:
From 1 hour: communication (internet, telephone, etc.)
After 2 hours: food (voucher, meal, snack, etc.).
From 4 hours: accommodation (only in case of overnight stay at the airport) and round-trip transport. If you are at your place of domicile, the company can only offer transportation to your place of residence and from there to the airport. 
Passengers in need of special assistance (PNAE) and their companions will always be entitled to accommodation, regardless of the requirement to stay overnight at the airport.
Deprecation, which consists of the denial of boarding of the passenger who showed up on time for the flight, can occur for several reasons (such as overbooking, aircraft change and unforeseen operations or maintenance). In these cases, the company can look for volunteers to board another flight, through compensation negotiated between the company and the passenger. If you accept this compensation, the company may request the signature of a receipt, proving that the proposal has been accepted.

Passenger options - If there are no volunteers to give up the trip, the passenger who is passed over must then choose: re-accommodation on another flight, full refund or the provision of the service by another mode of transport. In all these cases, material assistance should be provided, where appropriate.

Compensation for overbooking - In case of deprecation, the company must also immediately pay a financial compensation to the passenger, in the amount corresponding to 250 SDR in the case of domestic flights and 500 SDR for international flights. The Special Drawing Rights (SDR) is a currency unit used internationally in Aviation and its quotation is available on the Central Bank and Correios website.

Receipt - If the passenger wants, he can request that the airline inform in writing the reason for the delay, cancellation or deferral. It is worth remembering that the preterition is subject to assessment by the airline by ANAC.

service desks - Airlines must provide face-to-face service at airports to deal with complaints, information, as well as assist passengers in cases of delay, cancellation, deferral and material assistance, and must operate at least 2 hours before takeoff and 2 hours after takeoff. of each landing of your flights.

In Brazil - These rules are applicable for passengers who are at airports in Brazil. If any of these events occur while you are in another country, please consult the local assistance rules.

Passengers with special needs

Who are? What are your rights?

Disabled people, people aged 60 years or over, pregnant women, lactating women, people accompanied by a baby, people with reduced mobility or anyone who, due to some specific condition, has limited autonomy. As a passenger, that person is entitled to special assistance.

duties - At the time of ticket sales, the airline must ask about the need for special assistance and the passenger also has the duty to inform the airline about their needs (technical help, companion and/or use of supplemental oxygen, for example) when purchasing the ticket, even on the internet, in advance, which can vary between 48 and 72 hours before departure, depending on the type of need. The company will have to respond to the request within 48 hours. Upon disembarkation, the on-board personnel will command the passenger to leave the aircraft, who must be accompanied by company employees or employees hired by the company, all of whom have been properly trained.

preferential service - This public is also entitled to preferential service at check-in and boarding. Disembarkation is done last, except in cases where time available for connection or other reasons justify prioritization. In addition, the passenger may use a wheelchair or other technical aids (canes, crutches, walkers, etc.) to get to the aircraft door, as long as the equipment passes the airport security inspection.

special assistance - The passenger will receive special assistance from the airline in the following activities: check-in and baggage dispatch; displacement from the check-in counter to the aircraft, passing through border and security controls; boarding and disembarking the aircraft; seat accommodation, including travel within the aircraft; accommodation of hand luggage on the aircraft; displacement from the aircraft to the baggage claim area; collection of checked baggage and monitoring at border controls; exit from the arrivals area and access to the public area; driving to sanitary facilities; providing assistance to those using guide dogs; transfer or connection between flights and individual demonstration of emergency procedures, if requested.

Escorts - In cases where the passenger's condition requires the presence of a companion, the request must be made 72 hours in advance and the air operator must provide a companion, without additional charge, or require the presence of the companion chosen by the PNAE (Passenger with Need for Special Assistance) and charge for the seat of the companion an amount equal to or less than 20% of the value of the air ticket purchased by the passenger with special needs. It is worth remembering that the passenger must travel alongside their companion.

traveler boarding

Equipment - If the plane is stopped next to a boarding bridge, the entry or exit of the user with a disability or reduced mobility is made with priority in these structures. However, if the airport does not have a boarding bridge or the plane stops in a remote position, the airport operator must offer vehicles equipped with elevators or other appropriate ascent and descent equipment to safely board and disembark people with disabilities. or reduced mobility.

The wheelchair user must be accommodated in a special seat, equipped with removable arms, close to the aisle, in rows close to the main departure and arrival doors of the aircraft and lavatories, according to the chosen class.

Technical Help Boarding

What is it? Technical aid is considered to be products, instruments, equipment or technology adapted or specially designed to improve the functionality of the person with a disability or reduced mobility, favoring personal, total or assisted autonomy.

Free transport - The air operator must transport, free of charge, the technical assistance used for the locomotion of the passenger in need of special assistance, limited to 1 piece in the aircraft cabin, when there is adequate space, or in the aircraft's luggage compartment. When checked in, the baggage must be made available to the passenger upon disembarkation from the aircraft.

form of transport - This equipment must be carried in the passenger cabin, except when its dimensions or that of the aircraft (or even safety aspects) make it impossible to transport in the cabin, in which case this equipment must be transported in the baggage compartment. When technical aids have to be checked in, they will be considered priority baggage.

Transport of Animals

see the rules

guide dogs must be transported free of charge, on the floor of the aircraft cabin, next to its owner and under his control, equipped with a harness and exempt from the use of a muzzle. The guide dog must be accommodated so as not to obstruct the aircraft aisle. In addition, the requirements of national health authorities and the country of destination, where applicable, must be met.

Pets - If you plan to travel with your pet, check the rules for transporting pets on the airline of your choice, as it can be authorized inside or in the hold of the aircraft and, depending on the size or breed, the animal must wear a muzzle to gain access to the airport terminal.

check the rules - In addition to the airline's rules, there are requirements from the Ministry of Agriculture, Livestock and Supply (MAPA) for the transport of domestic animals that vary according to the type of travel, whether domestic or international. Consult them before the trip.

extra service - The transport of animals (except for guide dogs) is not included in the ticket price. The request and consultation of prices must be made, in advance, to the airline. If the airline authorizes the transport, it is necessary to present, for boarding, the health certificate of the animal.

Documents - In the case of travel within Brazil, dogs and cats must be transported with a health certificate issued by a veterinarian registered with the Regional Council of Veterinary Medicine. For the movement of any other animals, an Animal Transit Guide (GTA) issued by a veterinarian authorized by MAPA or by the body responsible for sanitary defense in the states is required. In the case of wild species, it is also necessary to prove that the animal was legally acquired, upon presentation of the purchase invoice issued by a wild animal breeder or dealer duly authorized by the competent environmental agency. In the absence of this document, a transport license issued by the competent environmental agency must be presented.

During flight

Flight safety

Situations and procedures

Smoke on board - Smoking is not allowed on board the plane, regardless of the flight time. In addition, it is prohibited to prevent or attempt to prevent the operation of smoke detectors installed in the lavatories, as well as smoking in the lavatories and anywhere in the passenger cabin. If you do not comply with this rule, the smoker is liable for a crime provided for in article 261 of the Penal Code, which provides for a penalty of two to five years in prison for anyone who exposes an aircraft to danger.

Electronic devices inside the aircraft - Permission and conditions for the use of electronic devices are the responsibility of the airline, in accordance with the prior authorization obtained from ANAC. Some types of electronic devices can be used on board aircraft, except during takeoff and landing operations. In these phases of flight, equipment that emits electromagnetic waves is not allowed, such as cell phones, notebooks, devices that play music and videos (MP3, MP4 players, tablets and others), digital photo and video cameras, among others. Each airline may or may not allow use among its passengers and some airlines offer specific services. Consult the company for more information.

Onset - it is a completely safe procedure, which poses no risk to the aircraft or passengers. A pilot decides to go around when he identifies that the conditions for landing are not fully favorable and thus plans to make a new approach.

Delay in takeoff and landing - Air activities focus on safety. Thus, it is sometimes necessary to delay a takeoff or landing by a few minutes to ensure a minimum separation between aircraft. There are rules related to the aircraft's flight plan, the time of arrival of the aircraft at the destination and the fulfillment of priorities for aircraft in emergency or transporting patients in serious condition, among others.

airspace security - All airspace in Brazil is covered by surveillance means (radars), navigation aids and telecommunications. Therefore, all Brazilian regions are safe to fly, as they have adequate means and technologies capable of providing safety and fluidity at the levels at which commercial flights operate.

Turbulence - Turbulence is an atmospheric phenomenon that causes the plane to sway and slightly vary the altitude, being more common when passing a layer of clouds, but it can also occur with clear skies and be caused by thermal currents, differences in relief, variation in the speed of the wind or changes in temperature and atmospheric pressure. Planes can avoid turbulence zones with the use of weather radar, which indicates the densest clouds.

fly with rain - Even if the rain is intense, it is possible to fly safely because the aircraft was designed to operate in these conditions. Eventually, some discomfort may occur due to turbulence

fly at night - Flying during the day or at night, from the point of view of air operations, makes no difference in terms of safety. The technological resources available on the planes and in the air navigation aid equipment ensure the normal operation of the aircraft, regardless of the lighting conditions.

Storms - Aircraft are designed to withstand lightning and lightning. When lightning strikes an airplane, it passes through its fuselage without compromising flight safety. During the journey, remain seated and with your seat belts buckled, especially when there are warning lights or instructions given by the crew. If you are on the toilet or in the aisle of the plane, return to your seat immediately. During turbulence, in-flight service is interrupted.

airport closure - An airport is closed for takeoffs and landings when weather or operational conditions are not suitable for safe operation. In such cases, arrivals and departures are suspended or canceled until the airport reopens. This procedure is common in all airports in the world and, when this happens, the planes that would land or take off from that airport can be directed to others or remain on hold. Also in these cases, material assistance is due to impacted passengers.

Onboard service - In case of medical emergency inside the aircraft communicate the fact to the on-board team, who will take the necessary measures and alert the health services of the place where you are traveling. In this case, the aircraft may still make an unscheduled landing.

on disembarkation

Refund of Baggage and Lost Baggage

See your rights

Devolution - The airline must return your luggage after the flight in the same conditions in which it was checked.

Protest - In case of lost luggage, report the fact immediately, as soon as you notice the problem. This communication (called a protest) must be carried out at the counter of the airline or its representative, preferably in the arrivals hall or at a place indicated by the airline.

Deadline for return - In case of loss, the company will have up to 7 days to find and return the luggage, in the case of domestic flights, and up to 21 days in the case of international flights. If the luggage is not returned within these periods, the company must indemnify the passenger within 7 days.

Refund - When luggage is lost, the passenger who is away from his home will be entitled to receive reimbursement from the airline for emergency expenses, for the period in which he is without his luggage. Airlines are responsible for defining the form and daily limits for reimbursement.

Deadline for payment - The airline must make this payment within 7 days, counting from the presentation of the vouchers by the passenger.

In case of damaged or violated luggage, the protest must be made by the passenger within 7 days after the date of disembarkation and receipt of the luggage. The airline must repair the damage to the luggage or replace the luggage with an equivalent one, as well as pay compensation in case of violation.

In case of theft of luggage, contact the airline and communicate the fact in writing. The company is responsible for the luggage from the moment it is dispatched until it is received by the passenger. In addition, file a report with the Police, the competent authority to investigate the case.

International travel

Health care

Health care

Transport of medicines - The entry of medicines into other countries may be subject to sanitary inspection. So don't forget your doctor's prescription. Remember to take (preferably in your hand luggage) the medicines you need for the entire duration of the trip. It is recommended that medicines be kept in their original box. Pay attention to the individual volume of the containers, because, according to air safety regulations, it is only allowed to carry in hand luggage:

  • Essential medicines accompanied by a medical prescription (the prescription must have the passenger's name to be matched with the name on the boarding pass):
  • Over-the-counter medications: eye drops, saline solution for contact lenses, etc. (provided they do not exceed 100ml or 3.4oz).
  • Insulin and special liquids or gel, for diabetic passengers, accompanied by a medical prescription (provided they do not exceed 100 thousand or 3.4oz.)
  • Solid cosmetics (lipstick, lip balm or deodorant stick, etc.).

Vaccines - Always keep your vaccination card up to date. Depending on the conditions of your trip, other vaccinations may be recommended. It is important to note that, in order to achieve the necessary protection, each vaccine has a period that can vary between ten days and six weeks. So get vaccinated in advance. Currently, the World Health Organization defines vaccination against yellow fever as the only requirement for entry into the signatory countries of the International Health Regulations that adopt this measure. Get more information from Anvisa or visit

Products of plant and animal origin - When returning from an international trip, pay attention to the rules for transporting products of plant and animal origin brought from abroad. Industrialized plant-based products, beverages (teas, juices and soft drinks), chocolates, coffees and olive oils, for example, have free entry into the country, and it is not necessary to present any documentation to the Ministry of Agriculture, Livestock and Supply (MAPA) upon arrival. to Brazil. For any questions about other products, consult the airline. See here a list of prohibited products:

Goods acquired abroad - Upon returning from a trip abroad, being obliged to present the Electronic Declaration of Assets of the Traveler (e-DBV), complete and send your declaration, via the internet, through the website www.edbv.receita.fazenda. and report to Customs. If you do not know whether to present the e-DBV, consult

special control - Are subject to special controls by Organs competent bodies: live animals, products of animal and plant origin, weapons and ammunition and equipment and other products that may have effects on public health and safety and the environment.

It is forbidden to import - In addition to illicit and counterfeit products, cigarettes and beverages of Brazilian manufacture, intended for sale exclusively abroad, cannot be imported.

Tax exemption limits

Tax Exemption Limits

Cota - The global value limit, when the traveler enters the country by air, is US$ 500,00 (five hundred United States dollars), or the equivalent in another currency. Within this limit, goods for the traveler's personal use or consumption and goods purchased within the US$ 500 exemption limit at the duty free shop at the airport of arrival in Brazil are not included, as this is another exemption quota to which the passenger is entitled. Even goods received free of charge abroad are included in the calculation of the exemption value limit. Also pay attention to the quantitative limits of the products.

Limit is personal and non-transferable - It is not possible to add the tax exemption limit to that of another person traveling with you. The tax exemption limit is personal, non-transferable and can only be used once every one month interval. It is not possible to add up the exemption limits of a couple, for example, to bring goods with a value greater than the individual limit, without paying taxes.

personal consumption goods - Only items of clothing, hygiene and other goods of a manifestly personal nature, of a nature and in quantities compatible with the circumstances of the trip, do not enter the exemption limit. Examples: clothes, shoes, glasses, a used watch, a used camera, a used cell phone. Notebooks and camcorders are not exempt.

Products released to bring in luggage - Medicines, food, cosmetics, hygiene products and medical products intended for personal and individual consumption (provided they are not characterized, in quantity, for commercial or resale purposes) are allowed. All products must be in their original packaging to allow identification. It is not allowed to bring medical products from abroad, in the luggage, to provide services to third parties.

Calculation of tax due - In the case of baggage above the exemption value limit: the value exceeding the exemption value limit of goods that can be imported under the accompanied baggage tax regime will be taxed at a rate of 50%. The inaccurate declaration or the lack of declaration when it is mandatory subjects the passenger to a fine and other sanctions.

who to turn to

General information

General information

Consumer relationship - When you buy a ticket, you establish a transport contract with the airline and, therefore, a consumption relationship. If you feel harmed or have your rights violated, go first to the contracted airline to claim your rights as a consumer. If the company's attempts to solve the problem are unsuccessful, you can access the federal government's dispute resolution platform: ( In it, participating companies have up to 10 days to analyze and respond to complaints. And ANAC follows everything. If the company is not registered with, the passenger can alternatively register his manifestation with ANAC with the company's complaint protocol number ( or telephone 163).
Anac will analyze the fact and, if it finds non-compliance with civil aviation rules, it may apply an administrative sanction to the company.

Information Desk - In most Brazilian airports, the passenger can have access to the main guidelines on airport services at the information desk, as well as information about lost and found, Ombudsman and support from public bodies such as Anac, Federal Police, Federal Revenue, Anvisa , Vigiagro, Court of Children and Youth, Civil Police, Military Police, among others.

keep receipts - To claim compensation for moral and/or material damages, consult the Consumer Protection agencies or go to the Judiciary. To claim this compensation, it is important to keep the proof of the boarding pass and proof of any expenses incurred (food, transport, accommodation and communication) or documents related to the professional activity that would be carried out at the destination.

Accessibility at the Airport


Accessibility at the airport