Guidelines for passengers

ANAC has been closely monitoring the operations of the airline industry in the domestic and international markets and the movement of passengers at airports. In order for flights to be performed following the necessary sanitary measures to face the new coronavirus pandemic, ANAC has been working together with the Ministry of Health, the Brazilian Health Regulatory Agency (Anvisa), airlines and airport administrators.

To reinforce health safety, passengers must follow the protocols suggested by health agencies, airlines, and federal and local governments (where applicable). The measures must be adopted before, during, and after the trip. Check out, below, in Attention when Traveling, the recommendations that seek to make air travel increasingly safe.

Passenger rights and duties

Because of the pandemic caused by the new coronavirus, ANAC and the Federal Government have published measures to guarantee and protect passengers' rights. Among the main ones, are:

• If the passenger wants to postpone his/her trip, he/she is exempt from contractual fine, provided that he/she accepts a credit for the purchase of a new ticket.
• If the passenger chooses to cancel the flight and decides for a refund, he/she is subject to the contractual rules of the fare purchased. The deadline for refund is 12 months from the date of the flight.
• Passengers who give up the air ticket within 24 hours of receiving their voucher will be entitled to a refund within 7 days. The rule applies to purchases made at least 7 days before departure.
• The passenger must be notified by the airline of any scheduled flight changes at least 24 hours in advance.
• In case of scheduled change, delay of more than four hours, cancellation or interruption of the flight, the passenger is guaranteed re-accommodation.

Recommendations for travelers abroad

• For passengers abroad, the orientation is to follow the recommendations of local health authorities, in addition to the prevention and control measures for human infection by the new coronavirus.
• If the country where the passenger is staying has border restriction measures enacted, the traveler should contact the local consular service. See more information about guidelines for passengers on international flights. 

If you have a problem with your flight, you should first contact the airline's customer service channels. If, even after contacting the airline, the problem persists, and the passenger feels that his/her rights were not respected, go to Consumidor.gov.br and register your complaint

Learn about the latest updates on travel restrictions related to COVID-19.

Learn about government measures related to COVID-19. 

More information about Coronavirus on the website of the Brazilian Health Regulatory Agency (Anvisa).