What the rules provide for delays and cancellations
- From 2 hours of delay: food and refreshments appropriate to the wait
- From 4 hours of delay, or cancellation: accommodation (when an overnight stay is needed) and transport to and from it, plus rebooking, refund, or re-routing by another means of transport
Refunds
When a refund applies, Brazilian rules generally require it within 7 days of the request — in full when requested at the airport of origin, a layover or a connection, or proportional to the unused portion of the trip when part of the journey has already taken place.
Baggage
A missing or damaged bag should be reported immediately at the airline's counter before leaving the airport. Brazilian rules set specific deadlines — generally 7 days for domestic flights and 21 days for international flights — for the airline to resolve the claim, and provide for reimbursement of essential expenses caused by the delay in delivering the bag.
Missed connections
When a missed connection is caused by the carrier (such as a delay on the first leg of the trip), the same assistance, rebooking and refund rules generally apply as for a delay or cancellation.
A note on the current rule
These rules follow ANAC Resolution No. 400/2016, which remains in force, as amended by Resolution No. 813/2026 (most of its provisions have applied since 26 October 2026). The communication assistance (1 hour) was removed; meals (from 2 hours) and lodging with transport (from 4 hours, when an overnight stay is needed) remain. Where direct assistance is not feasible in exceptional situations, the rule provides for reimbursement of documented expenses within 7 days. The changes to the airline's duty to keep passengers informed (article 20) will take effect on 25 November 2026, under ANAC Resolution No. 819/2026. Material assistance is not, by itself, compensation.
FAQ
Does this apply to flights connecting through Florianópolis or Navegantes?
Yes. These rules apply to flights within Brazil and international flights departing from or arriving in Brazil, including connections through airports in Santa Catarina such as Florianópolis (Hercílio Luz) and Navegantes.
Is there always a right to financial compensation, beyond assistance and refund?
Not automatically. The rules above are the immediate regulatory rights (assistance, rebooking, refund). Whether additional compensation applies depends on the specific circumstances of the case and is assessed individually — it is separate from the regulatory assistance described here.
What should I keep if something goes wrong?
Keep your ticket, boarding pass, any written communication from the airline, protocol numbers, and receipts for expenses caused by the delay or baggage issue. These documents make the case much easier to assess.
This page reflects ANAC rules in force at the time of writing and does not replace an individualized review of your situation. The firm acts under Brazilian law, as attorneys licensed by OAB/SC 34.030.