Ministry ofTransport, Ports and Civil Aviation

Brasil 2016

Airports during the Rio 2016 Olympic Games

Rights and obligations of passengers

What to do in case of problems during your trip

In order to assure safety and the provision of high-quality services, Brazilian laws provide for a series of rights and obligations for all air passengers. The topics that generate most complaints filed with the National Civil Aviation Agency include customer services; baggage; flight cancellations; tickets and flight delays.

Check all passenger-related obligations and do your part. In case any of your rights is disrespected, file a complaint with the airline or Anac

Where to claim your rights

  • When purchasing a ticket to Brazil, you enter into a transport agreement with your airline, therefore establishing a customer relationship.
  • In case you feel wronged or if your rights have been disrespected, please seek your airline first in order to claim your rights as a customer.
  • It is also possible to file a complaint against the airline with Anac, after filing a complaint with the airline and having received a complaint registration number.
  • Anac will analyze the incident, and in case it is confirmed that civil aviation regulations have not been complied with, administrative sanctions may be applied to the company.

Damaged baggage

  • Seek you airline in order to report the incident as soon as you notice the damage, preferably while you are still at the arrivals terminal.
  • This complaint, to be made in writing, can be registered with the company within seven days after the date of arrival.

Baggage theft

  • Seek your airline and report the incident in writing.
  • The company is responsible for all baggage, from the moment it is checked out until it is returned to the passenger.
  • In addition to reporting the incident, file a report with the Police, which is the competent authority for investigating these cases.
  • While at the airport, you can go to one of our Tourist Police Stations, special courts or even Tourist Information Centers in order to seek orientations.

Keep all vouchers

  • In order to file reimbursement claims for moral and/or material damages, check with Customer Protection agencies or directly seek aid from Courts.
  • In order to demand reimbursements, it is important to keep your boarding pass and vouchers/receipts of all expenses you had to incur (food, transport, accommodation and communication), or documents related to the professional activity that would be carried out at your destination.

Information to travelers

  • In most Brazilian airports, passengers have access to important information on airport services at information desks, and there they can also find lost-and-found services, ombudsman's offices and support offices of public institutions such as Anac, the Federal Police, Anvisa (National Health Surveillance Agency), Vigiagro (International Agricultural Surveillance), Children and Juvenile's Court, the Civil Police, the Military Police, etc.
  • During the Olympic and Paralympic Games, volunteers - identified with a vest displaying the logo of the event - will also be available at the arrivals and departures areas.

Denial of boarding

  • This is a situation when boarding is not allowed due to operational safety concerns, aircraft replacement, overbooking, among other reasons. It occurs whenever passengers are denied boarding, even when all previous requirements for boarding have been complied with.
  • As soon as the company realizes that there is a possibility of boarding denial, they must seek volunteers who accept being re-accommodated, either offering compensation (such as money, extra tickets, miles, hotel stays, etc.) or not.
  • If you accept such compensation, the company may ask you to sign a statement attesting that the proposal was accepted.
  • If you do not accept such compensation and is denied boarding, the company shall be responsible for providing reimbursement and re-accommodation alternatives, in addition to material assistance.

Delays, cancellations and denial of boarding

  • In these cases, passengers that show up for boarding are entitled to material assistance, which includes communication, food and accommodation. The purpose of these measures is to minimize the troubles of the passengers as they wait for their flight, meeting all of their immediate needs.
  • Assistance is provided on a gradual basis by the airline, according to waiting time, calculated from the moment when the delay, cancellation or denial of boarding took place, as explained below:
    • After one hour: communication (Internet connection, phone calls, etc.).
    • After two hours: food (vouchers, snacks, drinks, etc.).
    • After four hours: accommodation or hotel reservation (depending on the case) and transport from and back to the airport. If this incident takes place where you have a home, the company may just provide you with transport from the airport to your home and then back to the airport.
    • If the delay exceeds four hours (or if the company already estimates that the delay will last at least 4 hours), or if there is a cancellation or denial of boarding, the airline will have to provide passengers with re-accommodation or reimbursement options, in addition to material assistance.
    • Material assistance shall also be provided to passengers that have already boarded the aircraft, prior to takeoff, whenever applicable. The company may suspend the provision of material assistance in order to proceed with immediate boarding.

Reimbursement

  • In case the delay exceeds four hours, the flight is canceled or if passengers are denied boarding, the company shall reimburse passengers according to the method of payments chosen when the ticket was purchased.
  • The reimbursement of amounts that have already been paid and collected by the company (purchases made in cash, through cashed check or direct debit on checking account) must be made immediately, either in cash or through credit on the checking account.
  • If the ticket was purchased with a credit card and there are installments still pending, the reimbursement will be executed in accordance with the credit card company's policies.
  • All reimbursement measures must be taken immediately. Should the passenger desires, the company may offer credits in mileage or frequent flyer programs.

Closure of airport

  • An airport "closes" when local weather or operational conditions are not suitable for takeoffs or landings. In this case, arrivals and/or departures are suspended or canceled until the airport is reopened. As a consequence, airplanes may be directed to other airports or wait until the airport is reopened.
  • The rights to material assistance, re-accommodation and reimbursement are enforceable even in cases when delays are caused by adverse weather or operational conditions.

Where should i go to in case of any incidents?

  • Anac – AGÊNCIA NACIONAL DE AVIAÇÃO CIVIL
    Agência reguladora do setor, responsável pela normatização e fiscalização do cumprimento da legislação de aviação civil pelas empresas aéreas e operadores aeroportuários. Contact: www.anac.gov.br/faleanac ou 0800 725 4445.
  • DECEA – DEPARTAMENTO DE CONTROLE DO ESPAÇO AÉREO / COMANDO DA AERONÁUTICA
    O Decea é o órgão do Comando da Aeronáutica responsável, entre outras ações, pelo controle do tráfego aéreo brasileiro. Contact: www.decea.gov.br ou estevespsbe@decea.gov.br ou (21) 6234-6637/2123-6585.
  • SAC – SECRETARIA DE AVIAÇÃO CIVIL DA PRESIDÊNCIA DA REPÚBLICA
    Contact: faleconosco@aviacaocivil.gov.br ou (61) 3313-7107.
  • DEPARTAMENTO DE POLÍCIA FEDERAL
    Órgão responsável pelo controle de imigração/emigração e segurança em áreas restritas dos aeroportos. Contact: www.dpf.gov.br ou 194.
  • ANVISA – AGÊNCIA NACIONAL DE VIGIL NCIA SANITÁRIA
    Informações aos viajantes sobre vacinação, profilaxia, saúde no mundo e exigências sanitárias.
    Contact: www.anvisa.gov.br/viajante ou 0800 642 9782.
  • VIGIAGRO – VIGIL NCIA AGROPECUÁRIA INTERNACIONAL
    Responsável por promover a vigilância agropecuária internacional. Contact: ww.agricultura.gov.br ou vigiagro@agricultura.gov.br ou 0800 704 1995.
  • RECEITA FEDERAL
    Responsável pela administração tributária e aduaneira nos aeroportos.
    Contact: www.receita.fazenda.gov.br ou 146 (Receitafone) ou 0800 702 1111 (Ouvidoria).
  • BCB – BANCO CENTRAL DO BRASIL
    Informações aos viajantes sobre câmbio e moeda.
    Contact: www.bcb.gov.br/?faleconosco ou 0800 979 2345.
  • IBAMA – INSTITUTO DO MEIO AMBIENTE E DOS RECURSOS NATURAIS RENOVÁVEIS
    Contact: www.ibama.gov.br ou cites.sede@ibama.gov.br ou (61) 3316-1476/1258.
  • JUIZADOS ESPECIAIS CÍVEIS NOS PRINCIPAIS AEROPORTOS DA OPERAÇÃO ESPECIAL PARA OS JOGOS OLÍMPICOS E PARALÍMPICOS RIO 2016:
    Aeroporto Internacional de Guarulhos/SP:
    (11) 2445-4726/4727/4728.
  • Aeroporto de Congonhas/SP:
    (11) 5090-9801/9802/9803.
  • Aeroporto Internacional do Galeão/RJ::
    (21) 3353-2992/3398-5344.
  • Aeroporto Santos Dumont/RJ::
    (21) 3814-7763/7757.

  • Main airlines operating in brazil

  • AVIANCA
    0800 286 6543
    Deficientes auditivos: 0800 286 5445
    Internet: www.avianca.com.br
  • AZUL/TRIP
    0800 884 4040
    Deficientes auditivos: 0800 881 0500
    Internet: www.voeazul.com.br e www.voetrip.com.br
  • GOL
    0800 704 0465
    Deficientes auditivos: 0800 709 0466
    Internet: www.voegol.com.br
  • TAM
    0800 570 5700
    Deficientes auditivos: 0800 555 500
    Internet: www.tam.com.br

Accessibility: information for passengers with disability or reduced mobility

Request for special assistance

  • People entitled to special assistance include people with disability, people aged 60 or older, pregnant women, nursing mothers, people with infant passengers, people with reduced mobility or any other person who, due to their condition, has autonomous mobility limitations.
  • At the moment passengers purchase their tickets, airlines must ask about the need of special assistance, and passengers also have the obligation to tell airlines about their special needs (technical aids, escorts and/or use of supplemental oxygen) when purchasing tickets, even when purchases are made on line, or between 48 and 72 hours prior to boarding, depending on the special need in question. The company must issue a reply to such request within 48 hours.
  • They are the last to leave the aircraft, except in cases when the time available for connection is reduced or whenever another reason that justifies prioritizing exists.
  • Furthermore, passengers with special needs may use wheelchairs or other technical aids (canes, crutches, walkers, etc.) to move up to the door of the aircraft, provided that such equipment is inspected by airport safety personnel.

Assisted activities

  • check-in and baggage check-out procedures;
  • displacement from the check-in counter to the aircraft, going through border and safety inspection controls;
  • boarding and exiting the aircraft;
  • seat accommodation, including displacements inside the aircraft;
  • accommodation of carry-on baggage inside the aircraft;
  • displacement from the aircraft to the baggage claim area;
  • collection of baggage and displacement up to boarder control;
  • exit from arrivals area and access to public airport areas;
  • displacement to bathrooms; provision of assistance to people with guide dogs - bearing in mind that the animals will be accommodated alongside the passenger inside the aircraft cabin;
  • Transfer or connection between flights and individual demonstration of emergency safety procedures, if so requested.

Escorting

  • In case a passenger's condition requires the presence of an escort, the related request must be made at least 72 hours beforehand and aircraft operators shall provide an escort at no additional costs or demand the presence of an escort chosen by the PNAE (Passenger with Special Assistance Needs), charging for the escort's seat a value no higher than 20% (twenty per cent) of the amount paid by the passenger with special needs.

Technical aids for mobility

  • Canes, crutches, walkers and other support instruments are known as "technical aids".
  • These instruments must be carried inside the passenger cabin, except when their dimensions, or the aircraft's dimensions (or safety aspects), do not make their transportation inside the cabin possible. In this case, they must be stored at the baggage compartment.
  • Whenever technical aids must be checked out, they shall be deemed priority baggage.

Boarding and disembarking

  • The boarding and disembarking of passengers with disability or reduced mobility are special procedures.
  • In case the aircraft is located next to a loading bridge, the entry of passengers with disability or reduced mobility is a priority when these structures are present. However, if the airport does not have loading bridges or if the aircraft is in a remote location, airport operators must provide vehicles equipped with lifts or other suitable ascension equipment to safely board and disembark people with disability or reduced mobility, in accordance with Resolution No. 280, dated July 2013 and issued by the National Civil Aviation Agency (Anac).
  • Passengers requiring special assistance must notify the company about their condition when booking their ticket or at least 48 hours before boarding.
  • During disembarking, flight attendants shall coordinate the exit of the passenger, which must be assisted by airline employees or people hired by the company to do so, all of whom shall be duly trained to perform these services.

Wheelchairs

  • Wheelchairs are transported free of charge by airlines.
  • Technical aids for the displacement of passengers with special needs are limited to 1 (one) item inside the aircraft cabin, whenever there is room available, or inside the aircraft's baggage compartment.
  • When checked out, these items must be returned to passengers the moment they leave the aircraft.
  • Technical aids are defined as the products, instruments, pieces of equipment or technologies that have been adapted or especially designed in order to improve the functionality of people with disability or reduced mobility, thus enhancing their full or assisted personal autonomy.
  • Wheelchair users must be accommodated on special seats, with removable arms, next to the aisle of the aircraft, in rows close to the main boarding and disembarking doors and to a lavatory, according to the class they are seated in.

Preferential services

  • People with special needs must notify the airline about their condition when buying their ticket or at last 48 hours prior to boarding.
  • Passenger who require technical aids and/or the use of supplemental oxygen must contact their airline at least 72 hours before boarding.

Flight times

  • Passengers are advised to show up at the airport 1 hours before their flight, in case of domestic flights, and 1 hour and a half before for international flights.

Baggage

  • Before being granted access to the boarding hall, all passengers and their respective carry-on baggage must go through X-ray inspection.
  • Passengers who wish to carry cutting or perforating objects must carry them inside their check-out baggage and not inside their carry-on baggage.
  • During your stay at the airport, you are advised to pay close attention to your carry-on baggage, and you must not agree to transport items belonging to unknown persons.

Documents

  • Passengers must show up for boarding holding a legal identification document at the time indicated by the airline on their ticket.

Warnings

  • Passengers must comply with all warnings written inside the aircraft as well as the ones provided by the cabin crew.

Animal transport

  • Depending on the size and breed of the animal, it must wear a muzzle in order to be granted access to the airport terminal.
  • Cats and dogs must be transported alongside their respective health certificates, issued by a private veterinarian. Other types of animals must have an Animal Transit Permit (GTA), obtained with official or registered veterinarians.