Projections from the Ministry of Ports and Airports (MPor) show that thousands of travelers will pass through Brazilian airports to visit family, rest or enjoy the Brazilian summer during the high season.
However, the drastic increase in the flow of passengers during the end-of-year festivities can generate problems ranging from flight delays and cancellations, lack of comfort, loss and damage to luggage or overbooking [prática de vender mais passagens ou reservas do que a capacidade real de assentos].
To ensure the adequate and safe provision of air transport services in the last days of 2025 until January 5th, the National Civil Aviation Agency (Anac) is carrying out another edition of Operation End of Year, with intensified actions at the busiest airports in the country.
The action that covers New Year’s Eve has the reinforcement of Anac servers in all regions of Brazil. They will operate in an uncharacterized manner and simultaneously at airports in 15 states. The goal is to guarantee passenger rights, based on the determinations established in resolutions No. 400/2016 and No. 280/2013 of the regulatory agency.
Rules and guidelines
These Anac resolutions deal with assistance in cases of flight delays and cancellations and establish rules that airlines must follow from ticket purchase to disembarkation.
The main passenger rights are:
· Change and cancellation: The passenger has the right to withdraw from the purchase free of charge within 24 hours of receiving the receipt, as long as the purchase is made at least seven days before the flight.
The deadline for refunding the ticket value will be seven days, counting from the date of the request made by the passenger, and the payment methods used to purchase the airline ticket must be observed.
· Material assistance: In cases of delays in relation to the originally contracted time or flight cancellations, the airline must offer:
from one hour late: communication facilities (internet, telephone);
from two hours onwards: adequate nutrition by providing a meal or voucher individual;
from four hours onwards: accommodation (overnight) and transport to and from the accommodation location.
The carrier must keep the passenger informed, at most, every 30 minutes regarding the expected new flight departure time in cases of delay.
· Baggage: The passenger is entitled to a minimum allowance of 10 kilograms (kg) for hand luggage, according to the dimensions and number of pieces defined in the transport contract. Hand luggage is considered to be that carried in the cabin, under the passenger’s own responsibility. However, companies may charge for excess checked baggage.
· Overbooking: Whenever the number of passengers for the flight exceeds the availability of seats on the aircraft and a passenger is missed, the carrier must look for volunteers to be reaccommodated on another flight, through compensation negotiated between the volunteer passenger and the carrier.
· Name correction. The carrier must correct errors in the spelling of the passenger’s name or surname free of charge, as long as it is requested before issuing the boarding pass.
· Lost luggage. The passenger must register a claim for lost baggage immediately with the airline, while still in the arrivals hall. The company must return the luggage to the address indicated by the passenger on a domestic flight within seven days and on an international flight within 21 days. If the luggage is not located within the due period, the company has up to seven days to pay compensation to the passenger.
Accessibility
Passengers must pay attention to the rules of Anac resolution no. 280/2013, which deals with accessibility on flights across the country.
This standard guarantees that Passengers in Need of Special Assistance (PNAE) receive priority and safe treatment. They are: people with disabilities (PWD), elderly people (60+), pregnant women, breastfeeding women, people with infants, people with reduced mobility or anyone who has a limiting condition.
Rules
· Companion: if the company requires a companion for the passenger (for safety reasons or medical necessity), it must offer a discount of at least 80% on the companion’s ticket.
· Mobility equipment: the passenger is entitled to a free item of technical assistance (wheelchair, crutches, etc.). If there is space in the cabin, the chair can go with the passenger.
· Excess baggage: the airline must grant an 80% discount on the amount charged for excess baggage for transporting technical aids or medical equipment for use by passengers in need of special assistance.
· Guide dog: transporting a guide dog in the cabin is free and does not count as luggage, subject to proof of training.
· Request deadlines: to guarantee assistance, the passenger (or their guardian) must inform the company about their needs in advance (generally 48 to 72 hours before the flight, depending on the need).
Non-compliance
In cases of non-compliance with the rules of Anac resolutions, the passenger whose rights are violated must:
· contact the airline counter immediately.
· register a complaint on the consumer.gov.br portal (official and free public service platform that allows direct dialogue between consumers and companies for alternative dispute resolution), with login to the Gov.br portal.
· save all receipts (tickets, photos of panels and invoices for extra expenses).
· contact the municipality’s consumer protection and defense agency (Procon).
For more information, visit the Passenger Rights Guide prepared by Anac.
