Refunding

Published in Jun 22, 2021 05:50 PM Updated in Jun 30, 2021 12:40 PM

Attention! The guidelines presented here derive from emergency measures for Brazilian civil aviation adopted due to the Covid-19 pandemic.

Rules for changing and refunding airline tickets
	Flights scheduled between Mar 19, 2020 and Dec 31, 2020	Flights scheduled until Mar 18, 2020 and from Jan 1, 2022
Can fines be charged when the passenger takes the initiative to change the airline ticket?	Yes, when the passenger takes the initiative to make changes (including cancellation and ticket refund request), the penalties foreseen during the purchase of the air ticket apply. There is an important exception: for purchases made at least 7 days before the departure date, a passenger who cancels the airline ticket within 24 hours from the receipt of the proof of purchase is entitled to a full refund (no fines).	Yes, when the passenger takes the initiative to make changes (including cancellation and ticket refund request), the penalties foreseen during the purchase of the air ticket apply. There is an important exception: for purchases made at least 7 days before the departure date, a passenger who cancels the airline ticket within 24 hours from the receipt of the proof of purchase is entitled to a full refund (no fines).
How long does the company have to refund the transportation service?	The company has 12 months to make the refund, starting from the date of the flight.	The company has 7 days to make the refund, counting from the passenger’s request.
Is this deadline the same when the passenger gives up the ticket within 24 hours?	No. In this case, the refund must be made within 7 days from the date of request by the passenger. But beware, this rule is only applicable for purchases made at least 7 days before the departure date. In addition, the passenger must cancel the airline ticket within 24 hours from the receipt of the proof of purchase.	Yes, 7 days from the passenger's request. But beware, this rule is only applicable for purchases made at least 7 days before the departure date. In addition, the passenger must cancel the airline ticket within 24 hours from the receipt of the proof of purchase.
Is the deadline for refunding the boarding fee the same?	Yes, the time frame is the same as for the reimbursement of the transportation service. It is 12 months from the date of the flight.	Yes, the deadline is the same as for the transportation service refund. It is 7 days from the passenger’s request.
Will the reimbursement be made with monetary correction?	Yes, based on the INPC, the National Consumer Price Index.	No.
My flight was canceled by the airline, I requested a refund, but I am still paying for the ticket. Is there any rule for this case?	Yes, in installment purchases, at the passenger’s request, the airline must arrange to suspend the collection of future installments (still open).	No.
Can the refund be made in flight credits?	Yes.	Yes.
Is the passenger obliged to accept the refund in flight credits?	No.	No.
Does the acceptance of credit exempt the consumer from fines?	Yes, the credit must have a value greater than or equal to the value of the airline ticket.	No.
What is the deadline for using the credit?	18 months, from the date of granting the credit (which must be granted within 7 days, counting from the date of request by the passenger).	Free negotiation between the passenger and the airline.
Is the boarding fee included in the credit?	Yes.	Yes.
Where can I find these regulations?	Lei 14.034/2020 - altered by Lei 14.174/2021 - in Portuguese only	Resolução 400/2016 (in Portuguese only)
Rules that always apply: - When refunding, the means of payment used to purchase the airline ticket must be observed. - Even if the ticket is a nonrefundable ticket, the boarding fee must be refunded in full. - Airline ticket credit is an amount to be used by the passenger for future purchase of products or services offered by the airline. The credit and its validity must be informed to the passenger in writing, in physical or electronic media. The free use of the credit must also be ensured, including for the purchase of airline tickets for third parties. - The right to reimbursement or credit is independent of the means of payment used for the purchase of the ticket, whether cash, credit, points or miles.