The National Civil Aviation Agency (ANAC) intends to simplify the process of refunding the boarding fee in the event of flight cancellation. The agency sent a notice to airlines to reaffirm the obligation to refund the boarding fee when a passenger cancels their trip.
According to ANAC, the boarding fee cannot be included as a penalty when a passenger cancels their flight. “The boarding fee is the only fee paid by the passenger and is intended to compensate for the services, facilities, and amenities provided by the airport operator to passengers,” the agency clarified.
In the case of a refund for the ticket price, the airline may deduct a service fee if the passenger cancels the trip without any changes to the contracted conditions.
Refund Procedures
The moment a passenger requests a refund for the fee and the ticket price, the airline must process the refund within 30 days. If the passenger is interested, the airline may offer, instead of a refund, credits in mileage programs or other benefits for future purchases.
The airline must refund according to the payment method used to purchase the ticket. The airline is not obligated to refund if the passenger interrupted their trip at a connecting airport in cases where the flight is not direct.
Customer Service
If the passenger has difficulty recovering the amount paid for the boarding fee, they can forward the request to ANAC, consumer protection agencies, and the Judiciary. The phone line Talk to ANAC, at number 163, operates 24 hours a day, with service in Portuguese, English, and Spanish.
It is also possible to seek the regional Civil Aviation offices located at the main airports in the country. ANAC analyzes each case and decides whether to take action against the airline if irregularities are proven.
Source: Portal Brasil, with information from Agência Brasil and ANAC