The provisions of this agreement (hereinafter referred to as “Agreement”) are subject to the Civil Code (Law no. 10.406, dated January 10, 2002), to the Brazilian Aeronautic Code (“CBA”) (Law no. 7.565, dated December 19, 1986), the 1999 Montreal Convention (in case of international transport), Law no. 8.078/90 – Consumer Defense Code, Resolution no. 400, dated December 13, 2016 and Resolution no. 280, dated July 11, 2013, the last two issued by the National Civil Aviation Agency (“ANAC”), as well as other applicable provisions in effect, which govern the services of air transportation of passengers and their baggage by AZUL LINHAS AÉREAS BRASILEIRASS/A (“AZUL”), a company headquartered at Avenida Marcos Penteado de Ulhôa Rodrigues, nº 939, 9º andar, Edifício Castelo Branco Office Park, Torre Jatobá, Tamboré, Municipality of Barueri, State of São Paulo, CEP 06460-040, duly enrolled with the CNPJ/MF under nº 09.296.295/0001-60. In the case of flights to or from the United States, the provisions of this Agreement shall apply except to the extent that any of such provisions are inconsistent with any applicable regulations of the United States Department of Transportation.
1. GENERAL PROVISIONS AND DEFINITIONS
1.1 The airfare ticket, whether issued by physical or electronic means (“Airfare Ticket”) and the baggage claim tag ( “Tag”) are made an integral part of this Agreement.
1.2 The term “Passenger” means the user of the air transportation services provided hereunder.
1.3 The term “Individual with a Disability” means an individual or Passenger who has a physical or mental impairment that substantially limits one or more major life activities on a permanent or temporary basis, or who has a record of such an impairment, or, for the purposes of international travel between Brazil and the United States is regarded as having such an impairment as further defined in U.S. Department Transportation regulations, 14 C.F.R. Part 382.3.
1.4 The term “Law” refers to all applicable laws in effect in any jurisdiction, orders, decrees, rules, regulations, licenses, and permits issued by any competent government authority.
1.5. The term “Domestic flight” refers to every flight whose points of departure, stop and destination are located in Brazil. “International flight” refers to every flight in which one of the points of departure, stop or destination is located in a country other than Brazil.
1.6. A copy of this Agreement is available to Passengers and other interested parties from AZUL’s airport counters, shops, and ticket offices as well as electronically from the following website: www.voeazul.com.br (“the Website”).
1.7. The purchase of an Airfare Ticket by the Passenger, in any of the manners described below, namely: i) through the Website; (ii) from the “Customer Relations Center”, by telephone # 4003.1118 (state capitals and metropolitan regions) or 0800.887.1118 (other locations); and (iii) from any AZUL shop or other AZUL authorized sales representatives, shall constitute his/her express agreement to the provisions set forth in this Agreement.
1.8. The term "Interline" is a cooperation agreement that allows flights from two airlines to be issued on the same ticket, which are identified by the designating codes of the operating airline itself.
1.9. No agent, employee or representative of AZUL is authorized to amend, modify, supplement or waive any provision set forth herein.
1.10. The provisions herein may be amended pursuant to the applicable laws in effect at the time the services are rendered by AZUL.
2. AIRFARE TICKET – CHANGE, CANCELLATION AND REFUND
2.1. The Airfare Ticket is personal, non-transferable, and non-endorsable, being intended exclusively for the transportation of the Passenger named thereon. The Airfare Ticket is valid for one year from the issuance date, except as otherwise provided in the Airfare Ticket.
2.2. The Passenger and his/her agents or representatives are the sole parties responsible for the correct completion of Passenger data at the time of the reservation.
2.2.1. Any changes, substitutions or inclusion of characters in the Passenger’s name or other record data, arising out of mere mistakes, may be requested by contacting the Customer Relations Center, or by request at AZUL’s airport counters or other ticketing locations. Such changes will be processed upon presentation of a document evidencing the correct name or other record data, prior to departure, with due compliance with the time for arriving for check-in in accordance with Section 3 of this Agreement, as well as maintenance of the title to the ticket.
2.2.2. For purposes of completing the Passenger’s data at the time of booking, it is hereby explained that “Son”, “Nephew”, “Grandson” and similar terms shall be entered in the proper box and must be preceded by a family name.
Whenever boarding is denied due to non-compliance with the foregoing, AZUL will endeavor to rebook the Passenger on the next available flight, but reserves the right to declare a “no-show” (with the consequences set forth in Section 3.3 of this Agreement), at AZUL’s discretion.
2.3. The Airfare Ticket is subject to the tariff rules applicable at the time of the purchase. Passengers are required to comply with all tariff terms and conditions, including those governing cancellation, refund, credit and change. The tariff rules are available from the Website or by request at AZUL’s airport counters or other ticket offices.
2.4. A reservation shall only be deemed “confirmed” when payment for the Airfare Ticket has been made. AZUL may refuse to transport the Passenger if the applicable fare has not been fully paid and/or if the Airfare Ticket has been purchased from a non-authorized point of sale, on a fraudulent basis, or has been purchased in violation of applicable Law.
2.5. If the Passenger pays for an Airfare Ticket by credit card, AZUL will request credit card authorization from the Passenger’s credit card issuer. In the event the result of such authorization is negative, the reservation will be automatically suspended until the Passenger provides AZUL with another valid form of payment among those listed as accepted in the Website. If the Passenger cannot provide any other form of payment to purchase the Airfare Ticket within twenty-four (24) hours after the notice of irregularity is sent or within four (4) hours before the boarding time, whichever occurs first, the reservation will be cancelled.
2.6. The Passenger may cancel a confirmed reservation, provided he/she does so at least two (2) hours in advance of the scheduled boarding time.
2.6.1. If the Passenger cancels a confirmed reservation, cancellation fees may be charged pursuant to the tariff rules applicable to the Airfare Ticket. The tariff rules are available to passengers from the Website, the Customer Relations Center and Azul’s ticket offices. Upon cancellation, the payment balance remaining after assessment of any applicable cancellation fee shall be held as credit for future use with AZUL, unless the applicable tariff rule provides for a full refund to be made at the Passenger’s request.
2.7. In the event that the Passenger requests changes to the itinerary or original time of the flight, a fee may be charged for the change, as well as any difference in fare for the new flight, in accordance with the tariff rules governing the Airfare Ticket.
2.8. The refund of the Airfare Ticket will be made to the Passenger named thereon in one of the following manners: (i) refund of the amount paid in the same manner as the payment was effected, or (ii) nontransferable credit for purchase of another Airfare Ticket. The amount of the refund will be equal to the price of the flight portion not used by the Passenger, less the applicable service fee set forth in the tariff rules governing the Airfare Ticket purchased by the Passenger.
2.8.1. No refund will be made for the amount of the Airfare Ticket in the following cases: (i) with respect to that portion of the flight not used by the Passenger in the case of a missed connection, if the connection is arranged by the Passenger himself, between flights that are not part of a connection offered by AZUL; (ii) in case of interruption of the trip at a stop airport by the Passenger’s initiative, or due to compulsory deboarding from the aircraft in the cases mentioned in section 5; or (iii) for nonrefundable promotional fares.
2.9. If the Airfare Ticket is cancelled by the Passenger or Purchaser (individual and/or legal entity other than the Passenger that purchased the Ticket), a cancellation fee may be charged, pursuant to the tariff rules applicable to the Airfare Ticket. The tariff rules will always be made available at the time of the purchase from the Website and Customer Relations Center.
2.10. The Passenger and/or Purchaser may choose, in lieu of a refund, to hold the amount of the refund as a credit for the period of one (1) year, counted from the issue date of the Airfare Ticket, provided that the Airfare Ticket has been purchased directly from AZUL. If the Airfare Ticket has been purchased from a travel agency, the Passenger and/or Purchaser will only be entitled to a refund or rebooking on another flight.
2.10.1. The Passenger’s and/or Purchaser’s credit shall remain effective for a period of one (1) year counted from the issue date of the Airfare Ticket, as set forth in article 228 of the Brazilian Aeronautic Code. During this period, if the credit available is insufficient to purchase another Airfare Ticket, the Passenger and/or Purchaser will be required to supplement the amount necessary to purchase another Airfare Ticket, or request, during such period, a refund of his/her credit, as provided for in this Agreement.
2.11. The refund of a ticket purchased at a promotional rate will be subject to any restrictions set forth in the applicable conditions, under the terms of Article 29, of ANAC Resolution no. 400. For international flights, the refund of the ticket will be consistent with the requirements of the U.S. Department of Transportation.
2.12. If an Airfare Ticket is issued in the name of a minor or a civilly disabled person, or an Individual with a Disability, any refund may be made to the Passenger’s legal representative.
2.13. Airfare Ticket refund conditions for charter flights shall be provided for in the respective agreement.
2.14. In the event of a lost purchase receipt, AZUL shall issue a new purchase receipt, the valid term of which shall correspond to the lost receipt, as originally purchased.
3. SHOWING UP FOR BOARDING / NO-SHOW / WAITING LIST
3.1. Presentation for check-in and boarding. The Passenger shall be required to check in at least 60 (sixty) minutes prior to the departure time of the aircraft if the flight is domestic and 120 (one hundred and twenty) minutes prior to the departure time of the aircraft if the flight is international, carrying the necessary travel documents, as well as timely attendance for boarding, as directed on the boarding pass. Domestic check-in will close 40 (forty) minutes prior to takeoff time. In the event of non-compliance with the foregoing conditions, AZUL will be entitled to cancel the reservation and prevent the respective boarding.
3.2. Any Passenger who fails to check-in within the times mentioned in section 3.1, or who fails to present the necessary personal travel documents at the time of check-in, will be deemed as a “no-show”. In the event of a “no-show,” AZUL shall be entitled to (1) cancel the flight reservation, thus denying boarding of the Passenger for the flight shown on the Airfare Ticket and (2) rebook the Passenger for a flight on another date, subject to availability of seats on the relevant flight, pursuant to the applicable tariff rules. In either case, a “no-show” fee may be applied, pursuant to the tariff rules, and the subsequent flight portions shall be cancelled. The residual value, corresponding to the total value of the Airfare Ticket less the value of the possible no-show or cancellation fee shall be held as a credit, until a refund is requested or the Passenger is rebooked within a period one year from the reservation date. In the case of rebooking, the Passenger shall pay any tariff differences in addition to the amount of the fee. The payment of the applicable amounts shall be due in accordance with the tariff rules in effect at the time of the purchase, as available from the Website, the Customer Relations Center and Azul’s ticket offices.
3.3. The seat of a Passenger who is deemed a “no-show” pursuant to Section 3.3 may be occupied by a Passenger whose name was placed on a waiting list.
3.3.1. AZUL will open waiting lists, to be filled pursuant to its internal criteria, whenever the total reservations reach the limit of the aircraft seats. Waiting list names will be called 30 minutes before the flight departure time for domestic flights and 1 hour before the flight departure time for international flights, whenever there are available seats. AZUL does not warrant that the individuals who have been placed on the waiting list may board the respective flights.
4. VISAS AND TRAVEL DOCUMENTS
4.1. The Passenger must present a personal identification document, with a picture, at the time of check-in in accordance with the aeronautic authority requirements. The following documents shall be accepted for domestic flights (original or certified copy), pursuant to ANAC Resolution no. 400:
4.1.1. Brazilian passengers:
(i) Identification Card – RG, issued by the Public Security Department of the Brazilian states or Federal District;
(ii) Identification Cards issued by the ministries and agencies subordinated to the President of the Republic;
(iii) National Driver’s License (with picture);
(iv) Professional Cards issued by the respective Professional Boards or Federations;
(v) Employment Booklet;
(vi) Passport;
(vii) Identification card issued by The Judiciary or The Legislative, at federal or state level;
(viii) Pilot, crew member, flight mechanic and flight operating dispatcher license issued by ANAC; or
(viii) Other identification document with picture and having public faith in the whole domestic territory.
4.1.2. Foreign and international passengers:
(i) Passport,
(ii) National Foreigners Record – RNE;
(iii) Diplomatic and Consular Identification Cards
4.1.3. Children (up to 12 years old): certificate of birth or one of the valid documents for boarding, as provided for in item 4.1.1, and a document proving the parental relation or kinship with the person appearing as responsible for the child, with due compliance with other requirements set forth in the Children Statute or Youth Statue and by the Juvenile Court at the departure location.
4.2. For international travel, a valid document authorizing entry into the country of destination shall be presented, valid for at least six (6) months from the date of return to the origin country, in addition to a visa valid until the date of return to the origin country, where necessary and required by the destination country.
4.2.1. If the Passenger is accompanied by a child less than eighteen (18) years old, in addition to the minor’s passport or other valid travel document, an authorization by the other spouse (if the latter is not present on the same flight) or a court authorization shall be required, without prejudice to compliance with the provisions of applicable Law at the place of the departure, including but not limited to the regulations of the National Justice Board, the orders of the Juvenile Court at the place of departure, as well as the instructions of the Federal Police.
4.3. If the Passenger fails to present the mandatory and valid identification documents described above, the flight reservation will be cancelled and the Passenger will be prohibited from boarding the aircraft. Furthermore, failure to present the required identification may result in denial of entry by the immigration authorities at the destination country.
4.4. Passengers whose entry is denied at any state, country or territorial border shall be responsible for paying any fine or charges imposed on them, or on AZUL, in addition to the cost of his/her transportation back to the origin country. Any such cost may be deducted by AZUL from the amount paid by the Passenger.
4.5. The Passenger acknowledges that he/she supplied personal data to AZUL in connection with his/her reservation, issue of Airfare Tickets and related services, and that such data may be requested by government authorities from certain locations, for which reason he/she authorizes the transmission of such data by AZUL to its subsidiaries, affiliates, branches or offices, as well as to authorized agents, financial institutions and other credit card companies, government departments or other air carriers.
5. PASSENGER’S OBLIGATIONS
5.1. The Passenger must abide by the notices, disclosed by any means of transmission, including written or verbal communications, as applicable, made by the crew and the airport agents. Within this context, the captain of the aircraft exercises authority over the people and property carried on board, and is authorized to:
5.1.1. Prevent the boarding of any Passenger who is under the influence of alcohol, illegal drugs or prohibited substances.
5.1.2. Prevent the boarding of any Passenger who is not properly dressed or wearing proper footwear suitable for air travel; and
5.1.3. At the first stop, order the disembarkation of any Passenger who:
5.1.3.1. fits in with one of the situations mentioned above;
5.1.3.2. bothers the other passengers;
5.1.3.3. refuses to obey the instructions given by the crew;
5.1.3.4. endangers the order or discipline aboard the aircraft;
5.1.3.5. places the safety of the aircraft at risk;
5.1.4. Take any and all actions necessary for protecting the aircraft and the people and baggage carried.
5.2. The Passenger also has the following duties:
5.2.1. to carry all documentation needed to board the aircraft and to disembark, complying with the documentation rules related to boarding and disembarkation of unaccompanied minors and passengers requiring special assistance;
5.2.2. to refrain from actions that may cause any risk, discomfort or harm to the other passengers;
5.2.3. not to smoke onboard the aircraft;
5.2.4. to turn off sound, electronic and telecommunications equipment that may interfere with the operation of the aircraft or which may disturb the peace of mind of the other passengers;
5.2.5. not to take alcoholic beverages other than those made available from AZUL’s onboard service;
5.2.6. not to carry dangerous articles or hazardous materials in the baggage or in any other manner;
5.2.7. not to store hand-carried luggage in passageways or in places which may hinder access to emergency exits;
5.2.8. not to transport hand-carried or checked-in luggage belonging to third parties, or the contents of which are unknown to him/her;
5.2.9. to keep under his/her safekeeping and watchful eye all his/her luggage, which must be properly identified, as long as he/she remains inside the passenger terminal; and
5.2.10. to use the Airfare Ticket and abide by the itinerary purchased, with due regard to the order of the flights and conditions set forth in the tariff rules.
5.3. Access to restricted security areas will be denied to Passengers, as well as to the aircraft itself if the Passenger refuses to go through civil aviation security inspection procedures, including for international Passengers, those procedures performed by the U.S. Transportation Security Administration.
5.4. If the Passenger refuses to obey instructions on board, AZUL shall be entitled to call the Federal Police or other competent police agency in order to ensure the security of the other Passengers on board.
6. BAGGAGE
6. BAGGAGE CARRIAGE SUPPLEMENTAL CONTRACT
6.1. Standard Baggage. Pursuant to ANAC Resolution No. 400/2016, the baggage carriage contract supplements the Contract of Carriage, applicable to Passengers who (i) pay fares including baggage allowances, or (ii) choose to contract baggage carriage services. If the Ticket includes connections between domestic and international flights, the system and the relevant limit set forth for international flights prevail.
6.1.1 Carry-on Baggage and Personal Items. Carry-on Baggage and Personal Items, i.e., items carried in the cabin of the aircraft by Passengers, are under the exclusive responsibility of Passengers. AZUL is not liable for any damage to or loss of these items.
6.1.1.1 Carry-on Baggage Allowance. Passengers may carry, free of charge, one Carry-on Baggage weighing up to ten kilos (10 kg) and one Personal Item that must fit under the seat in front of the Passenger. Children under two (2) years of age are not entitled to any baggage allowance, unless they are booked their own seats, but may bring a stroller or child restraint system. If both the stroller and the child restraint system are checked, one of these items will be included in the baggage allowance of the adult or companion. All models of strollers must be checked. Baggage allowances may not be used to carry pets. AZUL may restrict the weight and dimensions of the carry-on baggage and personal items due to safety reasons or aircraft capacity. Excess Baggage must be checked. For flights including connections, the baggage allowance of the smaller aircraft prevails.
6.1.1.2. Carry-on Baggage and Personal Items must meet the following requirements:
a) Carry-on Baggage: dimensions (length + width + height) must not exceed one hundred fifteen centimeters (115 cm);
b) Personal Items: dimensions must not exceed 20 cm (width), 35 cm (length) and 45 cm (height),
c) Items must fit the storage compartment available for them in the aircraft; and
d) Items must be stored in the cabin without disturbing the peace and quiet of other Passengers or endangering the physical integrity of passengers, crewmembers and aircraft.
6.1.1.3. If Carry-on Baggage is deemed inappropriate to be carried in the aircraft due to its weight, size or nature (e.g., large musical instruments and other items that cannot be carried in the aircraft cabin), at AZUL’s discretion, AZUL may refuse to carry it in the cabin, in full or in part, and require it to be checked, subject to the payment conditions included in the “Sales Channel” and the payment of baggage allowances, based on the relevant fares.
6.1.1.4. Carry-on baggage must follow all safety rules of the countries of origin and destination of flights. The following items are not allowed as Carry-on Baggage: (i) sharp objects or items that endanger the safety of AZUL, its crewmembers and other passengers; (ii) explosives, including unloaded cartridges, ammunitions, pyrotechnic material, hunting rifles, handguns and fireworks; (iii) gases; (iv) flammable solids; (v) substances that produce flammable gases when in contact with water; (vi) oxidizing materials; (vii) toxic substances; (viii) radioactive materials; (ix) corrosive materials; (x) magnetic materials; (xi) biological agents; (xii) blade weapons; and (xiii) hoverboards and/or any other electronic item that may admittedly endanger flight safety.
6.1.1.5. For safety reasons, the following items may not be carried as carry-on baggage: (i) liquids, including beverages, perfumes, creams and lotions; (ii) gels, including shampoos, creams and cosmetics in general; and (iii) aerosols, among others. Liquids can only be carried onboard international flights in containers of 100 ml or less and must not exceed one liter per Passenger. These containers must be placed in a clear, closed and re-sealable plastic bag of 20cm x 20cm.
6.1.1.6. Carry-on Baggage and/or Personal Items must be preferably placed under the seat in front of the Passenger, whenever possible. If the baggage does not fit under the seat due to its size, or if the Passenger’s seat is located in the emergency exit row or first row, the baggage must be placed in the overhead bin. If no room is available, the baggage must be checked.
6.1.1.7. The Passenger acknowledges that any item in violation of the rules applicable to Carry-on Baggage and Personal Items set forth in this Contract, or in violation of the safety rules of the countries of origin and destination of flights, may not be allowed in the cabin by AZUL or must be carried in the checked baggage.
6.1.2. Checked Baggage. For purposes of this Contract, Checked Baggage means the baggage containing the Passenger’s personal items, delivered for carriage by the Passenger and duly checked and boarded in the aircraft by AZUL. The piece concept prevails in domestic and international flights. Pursuant to the civil aviation safety rules, the checked baggage is subject to restrictions. The Baggage Carriage Supplemental Contract takes effect upon delivery of the Checked Baggage and terminates upon return of the Checked Baggage by AZUL to Passengers.
6.1.2.1. The Checked baggage may be carried by AZUL free of charge or upon payment of baggage carriage service charges, based on the fares paid by Passengers. Applicable charges are available at the time of the purchase and may be found at https://www.voeazul.com.br/bagagem for domestic and international flights, subject to the following conditions:
| Domestic Flights – Piece Concept | ||
| Baggage | Fare Classes | |
| Azul | Mais Azul | |
| 1st piece of baggage (23 kg) | Charges apply | Free of charge |
| 2nd piece of baggage (23 kg) | Charges apply | Charges apply |
| 3rd piece of baggage (23 kg) | Charges apply | Charges apply |
| 4th piece of baggage (23 kg) | Charges apply | Charges apply |
| 5th piece of baggage (23 kg) (maximum) | Charges apply | Charges apply |
| International Flights – USA and EUROPE – Piece Concept | ||||
| Baggage | Classe Tarifária | |||
| Economy Azul | Economy maisAzul | Economy Azul Super | Business | |
| 1st piece of baggage (23 kg) | Charges apply | Free of charge | Free of charge | Free of charge |
| 2nd piece of baggage (23 kg) | Charges apply | Charges apply | Free of charge | Free of charge |
| 3rd piece of baggage (23 kg) | Charges apply | Charges apply | Charges apply | Free of charge |
| 4th piece of baggage (23 kg) | Charges apply | Charges apply | Charges apply | Charges apply |
| 5th piece of baggage (23 kg) (maximum) | Charges apply | Charges apply | Charges apply | Charges apply |
| International Flights – South America – Piece Concept | ||
| Baggage | Fare Classes | |
| Azul | Mais Azul | |
| 1st piece of baggage (23 kg) | Charges apply | Free of charge |
| 2nd piece of baggage (23 kg) | Charges apply | Charges apply |
| 3rd piece of baggage (23 kg) | Charges apply | Charges apply |
| 4th piece of baggage (23 kg) | Charges apply | Charges apply |
| 5th piece of baggage (23 kg) (maximum) | Charges apply | Charges apply |
| Equipment | Domestic Flights (Brazil) | International Flights (USA and Europe) | International Flights (South America) |
| Bows and arrows / Climbing backpacks / Bowling bags / Camping equipment/ Fishing rods / Hockey equipment / Water skis / Tennis racquets / Sleeping bags / Tents / Golf bags / Snowboards | Included in the baggage allowance | Included in the baggage allowance | Included in the baggage allowance |
| Bicycles / Surfboards and stand up paddles (up to 9 feet) / Kiteboards / Wave skis / Kiteboards / Darts / Scuba diving equipment | Handling fees apply | Handling fees apply | Handling fees apply |
| Kayaks / Boats / Canoes / Vaulting poles / Windsurfing equipment | Not accepted as check-in baggage | Not accepted as check-in baggage | Not accepted as check-in baggage |
| 1 TV set / monitor (up to 26") weighing less than 32 kg | Included in the baggage allowance | Included in the baggage allowance | Included in the baggage allowance |
| 1 TV set / monitor (26" - 64") weighing less than 45 kg | Handling fees apply | Handling fees apply | Handling fees apply |
| TV sets / monitors (> 64") or weighing more than 45 kg | Not accepted as check-in baggage | Not accepted as check-in baggage | Not accepted as check-in baggage |
You can check extra luggage for an additional cost through our digital channels or at the airport check-in counter. However, please note, if the weight of each piece of luggage exceeds 23 kg or the maximum dimensions allowed of 158 cm (sum of all sides), a flat fee will be charged for excess luggage.
It is very close to your flight so you can only buy baggage directly at the airport.
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