a) What is the baggage fee?
The fee refers to the weight and amount of packages you can carry on the aircraft (whether as checked or carry-on baggage).
b) What are the allowed dimensions?
The dimensions (height and width) must be described in your contract of carriage. It is important to remember that the airline must guarantee 10kg at no charge to the passenger, but can determine how many packages you are allowed to carry that weight.
c) What if my carry-on baggage meets the contract rules but does not fit in the overhead bin?
In case of lack of space in the overhead bin, the airline must check your baggage at no charge.
d) Can airlines offer a checked baggage service apart from the fare?
Yes. In this way, each passenger can choose if they want to acquire the baggage allowance and the weight that meets their needs.
e) Are there any items prohibited to carry-on baggage?
Yes, it applies to sharp or penetrating objects, such as pocketknives, nail scissors, pliers, syringes, epilators, etc. These items must be carried in checked baggage.
f) How can I be assured when carrying valuable items?
It is recommended to avoid carrying valuable items in checked baggage (such as jewelry and electronic gadgets). However, if you need to, you can declare the value of these items at check-in. Simply request the form upon payment of a fee to be calculated by the airline. The invoice may be necessary to confirm the declared value.
g) What can I not carry as checked baggage?
Explosive, flammable or toxic substances may not be carried in checked baggage. For other prohibited items, please contact the airline.
The passenger should avoid carrying fragile items in checked baggage. The airline may not indemnify any damages to these items, in compliance with the rules established in the air transportation contract.
h) Is it allowed to carry medicines?
If you need to take any medicine during the travel, you can take it in your carry-on baggage, since it is medically prescribed. It is recommended that you keep it in the original packaging for easy identification. It must be remembered that the transport of medicines to other countries may undergo sanitary inspection. Be aware of restrictions regarding the individual package.
i) Do international flights have different rules?
Yes, besides the restrictions for domestic flights, you must follow some rules for international flights. In carry-on baggage, containers with gel and pastes must be carried in a sealed transparent package of up to 1 liter and with a maximum dimension of 20 cm x 20 cm. Each liquid bottle cannot exceed 100 ml, whether or not full.
j) Can I bring food to my baby?
You can carry your baby’s food in carry-on baggage, but only the amount that will be used during the flight. The same applies to syrups, whey and soups. The baby food must be presented on the x-ray pre-flight inspection. The rules on baggage limits vary according to the destination country; please consult the airline in advance.
k) What are the rules for duty free items?
All types of purchased duty-free liquids, such as perfumes and beverages, need to be packed in a bag sealed by the establishment and with invoice of the flight date. Please consult the airline in advance for domestic flights whose departure be under international area or connecting flight in other countries.
l) I need to transport goods worth over R$5,000. How can I be covered?
In this case, you can make a statement of value with the airline for purposes of supplemental preventive coverage in case of baggage loss.
M) What is baggage claim?
If your baggage was lost, you should report it immediately. This report is the baggage claim and must be performed at the airline service counter or its representative, preferably in the arrival lounge or at the place indicated by the it. In case of domestic flights, the airline will have up to 7 days to return the baggage; for international flights, the deadline is 21 days. If the passenger is away from home, he or she will be entitled to a reimbursement for emergency expenses.
N) My baggage was damaged. What should I do?
You must submit the baggage claim within 7 days from the disembarkation date and baggage’s receipt. The airline must repair the luggage damage or replace the baggage with another equivalent, besides paying compensation in case of violation.
a) What documents does a Brazilian need to present for boarding?
In domestic flights, it is enough to present an official document with photo that allows your identification, which can be the Brazilian ID or passport. Certified copies of documents are accepted. Remember that student card is not a valid document.
For international flights, you must check the requirements of the destination country, such as minimum passport validity, entry or transit visa, vaccination certificate, and other aspects.
B) What are the required documents for boarding of foreigners?
In domestic flights, you must present a passport or the identity card for foreigners (RNE). Diplomatic or consular identification card or other legal travel document resulting from international agreements signed by Brazil will also be accepted.
C) Children and adolescents: what documents must they present for boarding?
Children (up to 12 years old) and adolescents (between 12 and 17 years old) should always consult the airline to check the need for additional documents, for both domestic and international departures. Court and notarized authorizations may be required, in accordance with the current law and rules.
Another important point is always to check the Brazilian Child and Adolescent Statute, besides the requirements of the Brazilian Court for Child and Youth of the departure area, especially when traveling with only one parent or non-related adults.
d) Can children and adolescents travel unaccompanied by their parents?
Children cannot travel outside of their city unaccompanied by parents or guardians without Court authorization. Authorization may be waived only in cases where the child is accompanied by one parent.
Thereby, it is possible for children and adolescents to travel unaccompanied by both parents, since the legal requirements be observed. In case of doubt, always consult the airline. Remember that rules for international flights are different from domestic flights.
A) Which passengers can have special assistance?
• expectant and nursing mothers;
• impaired individuals;
• individuals aged 60 or over;
• individuals accompanied by a lap child;
• individuals with reduced mobility.
Special assistance may also be provided to anyone who, for any specific condition, has a limitation in his or her autonomy. They are called PNSA (passengers needing special assistance).
b) What are the rights of PNSA?
The services provided to PNSA are the same provided to users in general, however, with priority service conditions at all travelling times.
c) How should I request special assistance?
At the time of sale, the airline should ask if assistance is required. You, as a passenger, must inform the airline on your needs at the purchase time of the fare or at least 72 hours in advance of the scheduled time for the flight or the presentation of doctor’s prescription for the purpose of requesting a companion.
For other assistance types, you must inform the airline at least 48 hours in advance.
d) Is there any additional cost for PNSA?
No. However, additional values may be charged to passengers who:
• need traveling with stretcher, incubator, oxygen balloon or other medical equipment;
• need additional seats or medical equipment. For each additional seat required, the value will be equal to or less than 20% of the purchased fare;
• need to carry baggage over the limit. In such cases, the airline must offer a discount of at least 80% on the value charged for excess baggage.
e) What are the cases where passengers with disabilities or reduced mobility must be accompanied?
• in situations where they travel in a stretcher or incubator;
• when, because of mental impairment or intellectual disability, they are unable to understand the pre-flight safety briefing;
• when they cannot meet their physiological needs without assistance.
f) The passenger with a disability or reduced mobility must be accompanied by whom?
If the passenger needs a companion, the request must be made 72 hours in advance and the airline must offer a companion without additional charge. The airline may also require the PNSA’s companion and charge for his or her seat equal to or less than 20% of the fare purchased by the PNSA. In this case, the passenger must travel next to his or her companion.
g) Walking sticks, crutches, walkers, strollers, among other equipment, should be transported in which way?
These equipment must be transported for free, however, limited to one item per person. They will be carried onboard. If the dimensions of such technical aids or aircraft (or safety aspects) hinder the transport onboard, they must be checked. In this way, it is necessary to verify the aircraft compatibility prior to the flight in order to transport such technical aid (space, energy points, among others). When checked, the equipment must be made readily available to the passenger at the disembarkation of the aircraft.
h) Should the wheelchair user be accommodated in which way in the aircraft?
He or she should be accommodated in a special seat with removable arms, near the corridor. The seat shall be located in rows close to the main doors of the aircraft and lavatories, according to the chosen class.
i) In which way is carried out the transport of guide dogs?
It is free of charge, on the floor of the aircraft cabin, next to its owner and under its control, equipped with harness and waived the use of muzzle. It must be arranged as not to obstruct the row. It should be noted that the requirements of the national health authorities and the destination country must be met, when applicable.
j) Can airlines refuse to transport some PNSA?
There may be restrictions on the provided services when there are no conditions to ensure the health and safety of this or the other passengers. In such cases, the refusal of transport by the airline must be justified in writing within 10 days. The general conditions and restrictions on the transportation of PNSA and his or her technical aids and medical equipment must be disclosed by the airlines at their points of sale.
k) In cases of loss, damage or loss of technical aids or technical equipment, what can I require from the airline?
It is possible to demand equivalent item immediately upon disembarkation. The loss or destruction shall be proven when the technical aid or medical equipment has not been returned to the PNSA under the same conditions as those submitted to the airline after 48 hours from the disembarkation. In this case, the airline must pay the indemnity at market value of the product and within 14 days. The technical aid or medical equipment provided by the airline may remain available to the PNSA for a period of up to 15 days after payment of the indemnity.
a) How can I identify my gate?
See on your boarding pass or in the flight information display systems for the gate number. You must be aware of the sound warnings about calls for boarding, since the indicated gates may change.
b) Is it possible that I could not board a flight I had planned?
Yes. There are cases where the passenger will not be able to board the planned flight. This may occur when the aircraft requires unscheduled maintenance. When arriving at an airport, the aircraft is inspected and if there is need for unscheduled maintenance, it will be necessary to change passengers of aircraft and the company does not always have reserve aircraft on site. In this way, passengers are rearranged on other flights and this can lead to delays.
c) Who is responsible for returning my baggage?
It is the airline’s obligation to return your baggage under the same checked conditions. The airport administrator must keep the carousel and equipment in operation.
d) I had problems with returning my baggage. What should I do?
In this case, immediately go to the airline service counter, preferably in the arrival lounge. The report may be made within 15 days from the disembarkation date in a document offered by the airline or in a written communication. To make your claim, you will need to present the proof of checked baggage. If it is located by the airline, the baggage must be returned to the address given by the passenger. In case of domestic flights, the airline will have up to 7 days to return the baggage; for international flights, the deadline is 21 days. If the passenger is away from home, he or she will be entitled to a reimbursement for emergency expenses.
e) If my baggage is damaged, what happens?
If your baggage was damaged, you should report it immediately. This report is the baggage claim and must be performed at the airline service counter or its representative, preferably in the arrival lounge or at the place indicated by the it.
f) And in cases of missing items from checked baggage?
Go to the airline service counter and report the fact in writing. The airline is responsible for the baggage from the moment it is checked until it is received by the passenger. Furthermore, file an incident with the Police, competent authority to find out the fact.
g) How can I complain about the provision of air services?
If you feel harmed or disrespected, it is advisable to go first to the airline in order to claim your consumer rights. If the claims do not produce results, you can register the claim with ANAC (National Civil Aviation Agency of Brazil) with the protocol number of the claim. The communication channels for receiving claims are the Internet (Talk to ANAC), telephone number 163 (which operates 24 hours a day, seven days a week, with service in Portuguese, English and Spanish) or the Regional Nuclei of Civil Aviation (NURAC) located in the main airports of Brazil. The opening of an administrative procedure with ANAC does not harm or prevent the passenger from seeking any indemnities for moral or material damages arising from non-compliance with the contract of carriage before the consumer protection agencies and the Judiciary.
a) Can I bring my pet on the travel? How to proceed in this case?
The transport of pets is governed by conditions that may vary according to each airline and may be made by passenger aircraft, in the cargo and baggage compartments or in the passenger cabin. The service is not included in the fare.
In order to request and consult prices, you need to contact the airline. Depending on the size or breed, the animal will need to use muzzle to gain access to the airport terminal. Besides the airline rules, there are requirements of the Ministry of agriculture, livestock and food supply (MAPA) to transport pets that vary according to the type of travel. Consult the airline in advance.
b) In the case of guide dog, how is the transport?
It is free of charge, on the floor of the aircraft cabin, next to its owner and under its control, equipped with harness and waived the use of muzzle. It must be arranged as not to obstruct the row. It should also meet the requirements of the national health authorities and the destination country, when applicable.
a) In case of delay, denied or cancellation of boarding, what will be my rights?
In cases of delay, cancellation of flight or denied boarding (refused boarding due to operational safety, aircraft exchange, overbooking, etc.), passengers attending the airport are entitled to material assistance (communication, food and accommodation) offered gradually by the airline according to the waiting time, counted from the time originally planned for the flight, as specified below:
• over one hour: communication (internet, phone calls, etc.);
• over two hours: food (voucher, snack, drinks, etc.);
• over four hours (or when the company estimates that the flight will delay this time): accommodation or lodging (if applicable) and transfer from the airport to the accommodation location. If you are in the place of your home, the airline can only offer the transport to your home and from that to the airport.
In addition, the airline must also offer rebooking or reimbursement options to the passenger.
Material assistance shall also be offered to passengers on board the landed aircraft, as appropriate.
The passenger needing special assistance and his or her companions will always be entitled to accommodation, regardless of the requirement of overnight stay at the airport.
b) Is it possible that I cannot board a flight that I had planned, even though I have fulfilled all the requirements to travel?
This may occur due to some reasons, such as unforeseen maintenance and operation. When this happens, the airline should look for volunteers to embark on another flight through compensations freely negotiated between them. If the airline does not seek volunteers, it commits a infringement. Therefore, it is important that the passenger who was denied from boarding should go to ANAC and report the incident.
c) What happens if the airline does not get volunteers to give up the travel?
If there are no volunteers to give up the travel, the airline must offer to the refused passenger, without prejudice of the administrative fine, the following:
• Rebooking on own or third-party flight that offers equivalent service to the same destination, at the first opportunity or in flight to be carried out at a date and time of passenger’s convenience;
• full reimbursement, ensuring return to the airport of origin in case of interruption or unused portion, if the displacement already carried out is of interest to the passenger; or
• the service performed by another means of transportation.
Besides these alternatives, the airline must offer material assistance to the refused passenger, as described in the first question of this subject.
d) If the airport is “closed”, what happens to the passenger?
An airport may “close” depending on weather or operational conditions, in other words, when the circumstance is not suitable for landings and take-offs. In such cases, arrivals or departures are suspended or canceled until the reopening of the airport. Consequently, aircrafts can be routed to other airports or remain on hold. The rights to material assistance, rebooking and reimbursement are due even in such cases.
e) What is overbooking compensation?
It is a financial compensation that the airline must pay to the passenger in case of denied boarding, in the amount equivalent to 250 XDR (for domestic flights) and 500 XDR for international flights. The acronym XDR means special drawing rights and it is a monetary reserve currency used internationally in aviation. Its quotation is available on the website of the Central Bank and the Post Office.
a) Is the fare prices controlled by the government?
No. Federal Law No. 11,182/2005 guarantees airlines tariff freedom, in other words, they have the right to establish fare prices. This is valid for both domestic flights and international flights originating in Brazil.
It is worth noting that the fare pricesavailable in advertising pieces must contain the total price of the fare, already included all taxes. Thus, the passenger will know what price to spend.
b) Is the service fee used for what purpose?
The service fee is used for the maintenance of airport infrastructure and services. It is charged by the airlines at the time of the fare sale and passed on to the airport administration. The amount may vary depending on the airport category and the nature of travel (domestic or international).
c) Is it compulsory to purchase travel insurance?
No. Travel insurance are additional and optional services.
d) Which information should be on the fare?
• name and surname of the passenger;
• name of the issuing airline;
• travel itinerary;
• time and date of service to be provided;
• class of service, tariff base or other data that identifies the type of transportation;
• Tariff rules and restrictions on the use of the fare, when applicable;
• baggage fee;
• Identification of the airline that will effectively carry out the flight; and
• procedures and requirements for boarding established by the airline, according to the nature of the flight.
e) Can I change the date of my travel?
For this type of change, it is necessary to contact the airline. The changes are made according to the availability of flights and may generate additional costs for the passenger in accordance with the rules of the contract of carriage applicable to the acquired fare. It is noteworthy that that the fare is valid for one year from the date of issue.
f) Can my fare be transferred to someone else?
No. The fare is personal and non-transferable. Be aware of fill in your name, since divergences in the spelling regarding the presented ID can cause problems in the boarding. People who change names due to marriage or other reasons also need to pay attention because the presented document must have the same name as the fare.
g) What if I give up the travel?
You can reschedule for another date or request a refund of the amount paid, subject to the contractual fine and the payment of the difference in tariffs, when applicable.
NEW RULE – Fines charged when the passenger requests a reschedule, cancellation or reimbursement of the fare cannot be greater than the amount paid for the fare, even if it is promotional. Amounts paid for landing fees and taxes may not be included in the base value of these fines.
h) Can I request a reimbursement in any case?
You can request reimbursement in cases of:
• flight delay for more than four hours;
• cancellation or interruption of flight;
• denied boarding of the passenger;
• withdrawal of the travel by the passenger.
i) What are the rules for reimbursement?
If the reimbursement is due to the passenger’s withdrawal from the travel without any change in the conditions contracted by the airline, the procedure must comply with the rules of the contract of carriage applicable to the acquired fare. If the travel is interrupted at an airport where the passenger made a connection, the airline will not owe reimbursement. If there is a change of service class, from superior to inferior, requested or not by the passenger, he or she will be entitled to the corresponding reimbursement.
j) What is the time-limit for reimbursement of airlines?
The airline has a time-limit of 7 days, counting from the request date.
a) What is check-in?
It is the procedure performed by the airline to identify the passenger, carry out the checked baggage and issue a boarding pass. It can be done both at the airline service counter, on the internet, at self-service kiosks and even by applications for mobile phones or tablets. After your check-in, stay tuned to your gate and scheduled time on the card.
b) If I check in online, how should I proceed with my baggage?
If you are without baggage or with only carry-on baggage, you should print the boarding pass and proceed to the indicated gate at the time reported by the airline. If you have checked baggage, you need to go to the check-in counter with sufficient time to identify yourself, check your baggage and present yourself at the gate at the informed time. Some airlines have exclusive check-in counters for checked baggage.
c) Should I arrive at the airport at what time in advance of the scheduled flight time?
You must present yourself for check-in at the scheduled time by the airline. Consult your airline in advance.
d) How can I be informed about my flight time?
In the airports, there are displays installed with information about the flights in several places. Be aware on your departure time information because it may change. It is also possible to track flight times through the website of the airport operators or in their mobile applications. Always consult the airline.
e) Daylight saving time or time zone: how to proceed?
Follow the local time. You do not need to calculate time zone or daylight saving time. Airline fares and websites inform the local time, both at the origin and at the destination. For more information, consult the airline.
a) Who can enter the departure lounge?
Only passengers who carry valid boarding passes, in other words, those sent by airline for boarding at the airport, with a date and time compatible with their presentation can enter the departure lounge.
b) Why do I need to go through X-ray equipment?
These are international safety standards. Before entering the departure lounge, passengers must pass through metal detectors and carry-on baggage by X-ray inspection. Sharp or penetrating objects, such as pocketknives, nail scissors, shavers, and others are not permitted. Thus, if you forget to check them, these items will have to be discarded at the time of inspection. Be aware: Luggage, bags or similar can only be opened and examined in the presence of the passenger.
c) How to proceed to the metal detector equipment?
Going through the metal detector is mandatory except for people with a pacemaker and cochlear implant. A passenger who, for justified reasons, cannot be inspected by means of metal detector equipment must undergo a personal search. Pregnant women, if they request it, can be inspected by handheld metal detector or by personal search. Be sure to remove coins, mobile phones, keys, and other metal objects from your pockets and place them with your belt in the tray for inspection by the X-ray machine. You may also have to remove your shoes if requested by inspection staff.
d) Can they ask me to go through the personal search?
Yes, personal search is an alternative or additional measure of security applied in specific cases. It is performed by the police authority or civil aviation security agent, of the same sex as the inspected person, with the consent of the inspected person.
A person’s body, clothing and other accessories are searched in a reserved room, discreetly and in the presence of a witness, if requested by the passenger. If the passenger does not want to undergo the personal search, his or her access to the boarding room will be denied and the police authority at the airport will be activated to evaluate the incident.
e) Can I leave the departure lounge?
Yes. In cases where it is necessary to leave, ask for an official from the airport or the airline to be able to return. Remember to be at the gate at the time scheduled by the airline.
f) When entering the aircraft, do I need to identify myself?
Yes. Thus, keep the official identification documents with photo on hand. It must be presented to the airline employee at the time of the boarding call.
g) Can I smoke on board?
Smoking is not permitted on board the aircraft. It is also prohibited to prevent or attempt to prevent the operation of smoke detectors installed in the lavatories, as well as smoking in the lavatories and at any place in the passenger cabin. In case of non-compliance, the smoker is liable for crime under article 261 of the criminal code, which predicts for a penalty from two to five years in prison for anyone who exposes an aircraft to danger.
h) Can I use electronic devices in the aircraft?
This permission is responsibility of the airline, in accordance with the prior authorization obtained from ANAC. Some types of electronic devices may be used on board of an aircraft, except at landing and take-off, such as equipment that emits electromagnetic waves (mobile phones, laptops, music and video players, such as MP3 players, MP4 players, tablets, and others), digital photo and video cameras, among others. Each airline may or may not release their use among its passengers and some airlines offer specific services.
a) Why does an airport “close”?
The airport is “closed” when weather or operational circumstances are not adequate. In such cases, arrivals or departures are suspended or canceled until the reopening of the airport. Consequently, aircrafts can be routed to other airports or remain on hold.
To purchase your fare, you must access the website of airlines that operate at Presidente Itamar Franco Airport, online ticket sale stores or even search for your preferred travel agency.
NEW PASSENGER GUIDE: What you need to make a good travel. ANAC. Available at: <http://bit.ly/2sD3zUc> Access in Jul 4, 2017.