Passenger Guide

Passenger rights

You establish a transport contract with the airline and, therefore, a consumption relationship when you buy a ticket. If you feel harmed or have your rights violated, go first to the contracted airline to claim your guarantees as a consumer. If the company's attempts to solve the problem are unsuccessful, you can access the federal government's dispute resolution platform: Consumidor.gov (www.consumidor.gov.br). Participating companies have up to 10 days to analyze and respond to complaints. Suppose the company is not registered with Consumidor.gov. In that case, the passenger can alternatively register his manifestation with ANAC with the company's complaint protocol number (falecomaanac.anac.gov.br or telephone 163). ANAC will analyze the facts and, if it finds non-compliance with civil aviation rules, it may apply an administrative sanction to the company.

In most Brazilian airports, passengers can access the main guidelines on airport services at the information desk, as well as obtain information about lost and found, Ombudsman and support from public bodies such as ANAC, Federal Police, Federal Revenue, Anvisa, Vigiagro, Children and Youth Court, Civil Police, Military Police, among others.

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 essential 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 carried out at the destination.

Contacts

ANAC - NATIONAL CIVIL AVIATION AGENCY
The regulatory agency for the sector is responsible for standardizing and supervising compliance with civil aviation legislation by airlines and airport operators. Contact: www.anac.gov.br/faleanac or dial 163. 

DECEA - AIRSPACE CONTROL DEPARTMENT/AERONAUTICS COMMAND
DECEA is the body of the Air Force Command responsible, among other things, for controlling Brazilian air traffic. Contact: www.decea.gov.br

FEDERAL POLICE DEPARTMENT
Body responsible for immigration/emigration control and security in restricted areas of airports. Contact: www.dpf.gov.br or dial 194.
 
ANVISA - NATIONAL HEALTH SURVEILLANCE AGENCY
Information for travelers on vaccinations, prophylaxis, world health, and health requirements. Contact: www.anvisa.gov.br/viajante or dial 0800 642 9782.

VIGIAGRO – INTERNATIONAL AGRICULTURAL VIGIL NATION
Responsible for promoting international agricultural surveillance. Contact: www.agricultura.gov.br or dial 0800 704 1995.

RECEITA
Responsible for tax and customs administration at airports. Contact: www.receita.fazenda.gov.br or dial 146 (Receita phone) or 0800 702 1111 (customer service).
 
BCB - BANCO CENTRAL DO BRASIL
Information for travelers on currency exchange and currency. Contact: www.bcb.gov.br/?faleconosco or dial 0800 979 2345.

 IBAMA - INSTITUTE FOR THE ENVIRONMENT AND RENEWABLE NATURAL RESOURCES
Contact: www.ibama.gov.br.

INFRAERO - BRAZILIAN AIRPORT INFRASTRUCTURE COMPANY 
OPPORTUNITY
Responsible for the administration of 61 Brazilian airports. Contact: www.infraero.gov.br or dial 0800 727 1234.

SPECIAL CIVIL COURTS ARE LOCATED AT THE FOLLOWING AIRPORTS:
Guarulhos International Airport/SP: (11) 2445-4726/4727/4728.
Congonhas Airport/SP: (11) 5090-9801/9802/9803.
Santos Dumont Airport/RJ: (21) 3814-7763/7757.
Galeão International Airport/RJ: (21) 3353-2992/3398-5344.
Brasília/DF International Airport: (61) 3365-2343/1720.

MAIN BRAZILIAN AIRLINES

AVIANCA: 0800 286 6543 / Hearing impaired: 0800 286 5445
Internet: www.avianca.com.br

BLUE AIRLINES: 0800 884 4040 / Hearing impaired: 0800 881 0500
Internet: www.voeazul.com.br

GOL LINHAS AÉREAS: 0800 704 0465 / Hearing impaired: 0800 709 0466
Internet: www.voegol.com.br

LATAM AIRLINES: 0800 123 200 / Hearing impaired: 0800 555 500
Internet: www.latam.com