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 BRASILEIRAS S/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.
1.1 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 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. 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”).
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. No agent, employee or representative of AZUL is authorized to amend, modify, supplement or waive any provision set forth herein.
1.9. The provisions herein may be amended pursuant to the applicable laws in effect at the time the services are rendered by AZUL.
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.
3.1. 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.
4.1. 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;
(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:
(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.
5.1. 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:
22.214.171.124. fits in with one of the situations mentioned above;
126.96.36.199. bothers the other passengers;
188.8.131.52. refuses to obey the instructions given by the crew;
184.108.40.206. endangers the order or discipline aboard the aircraft;
220.127.116.11. 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 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.
18.104.22.168 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.
22.214.171.124. 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.
126.96.36.199. 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.
188.8.131.52. 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.
184.108.40.206. 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.
220.127.116.11. 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.
18.104.22.168. 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.
22.214.171.124. 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|
|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|
|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|
|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|
126.96.36.199. Excess Baggage in Domestic Flights. Charges apply for each piece of baggage exceeding the weight or dimensions set forth in Clause 188.8.131.52 and each piece of extra baggage within the weight or dimensions set forth in Clause 184.108.40.206. Pieces of baggage weighing more than 45 kg will not be accepted. Charges applicable to excess baggage by weight or size and/or per extra piece of baggage are available at https://www.voeazul.com.br/bagagem or the “Sale Channels.”
220.127.116.11. Excess Baggage in International Flights. Charges apply for each piece of baggage exceeding the weight or dimensions set forth in Clause 18.104.22.168 and each piece of extra baggage within the weight or dimensions set forth in Clause 22.214.171.124. Pieces of baggage weighing more than 32 kg will not be accepted in flights to Europe. Pieces of baggage weighing more than 45 kg will not be accepted in flights to South America and the USA. The charges applicable to excess baggage by weight or size and/or per extra piece of baggage are available at https://www.voeazul.com.br/bagagem or the “Sale Channels.”
126.96.36.199. Advance Payment. AZUL may offer special fares for advance payment for extra pieces of baggage, applicable to purchases made in advance through the website, mobile app or phone.
188.8.131.52. Special terms and conditions regarding baggage allowances and charges for excess baggage may apply to clients registered in the Tudo Azul Program. Updated information is available at the phone number 4003-1141 and is also included in the Tudo Azul Program Regulation, available at https://tudoazul.voeazul.com.br.
184.108.40.206. Pursuant to Law No. 6.538/78, AZUL does not carry correspondence or pouches containing any class of objects subject to the monopoly of the Brazilian government.
6.2. Special Items. Irrespective of the baggage allowance set forth above, the carriage of certain items may be subject to a specific fee upon engagement of baggage carriage services, or may be restricted. The applicable fees are available at the time of the purchase and may be found at http://www.voeazul.com.br/para-sua-viagem/informacoes-para-viajar/bagagem-especial. Special Items are listed below:
|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|
6.3. Restrictions. Baggage that does not conform to the rules set forth above may be refused or may be subject to a cargo carriage contract.
6.4. Carriage of Pets – “Pet in cabin.” The carriage of pets is subject to AZUL’s prior authorization, upon payment of a specific charge. Pets (dogs and cats) allowed in the cabin must weigh up to five kilograms (5 kg) and (i) be at least four (4) months old; (ii) be safely placed in a pet carrier (rigid container or flexible bag, which must not exceed forty-three centimeters (43 cm) in length, thirty-one and a half centimeters (31.5 cm) in width and twenty centimeters (20 cm) in height; and (iii) have a health certificate, issued by a veterinarian, expiring within ten (10) days from the date of issuance, and the relevant rabies vaccination record. Further information may be obtained at http://www.voeazul.com.br/para-sua-viagem/informacoes-para-viajar/pet-na-cabine.
6.4.1. Guide Dogs. Passengers with special needs may board accompanied by guide dogs, upon presentation of the relevant guide dog identification and confirmation that the animal has been trained. The boarding of guide dogs boarding is exempt from charges and subject to the fulfilment of the requirements of Brazilian health authorities and of the health authorities of the country of destination, as applicable.
6.4.2. Emotional Support Dogs. Emotional support dogs, or emotional dogs, provide emotional support to individuals with emotional and psychological needs. These dogs are only allowed in international flights from Brazil to the United States, including direct connections, upon presentation of the Medical Information Form – “MEDIF” and all documentation required by US Department of Transportation. Learn more visiting https://www.voeazul.com.br/para-sua-viagem/voos-internacionais/pet-apoio-emocional-usuario
6.4.3. The presentation of the documents mentioned above does not guarantee that AZUL will approve the carriage of pets.
6.5. Materials and Substances that Cannot be Carried. Without prejudice to applicable laws and other rules, carry-on and checked baggage cannot include the following items:
6.5.1. Alarm devices;
6.5.2. Explosives, including unloaded cartridges, ammunitions, pyrotechnic material, hunting rifles, handguns and fireworks;
6.5.3. Gases (flammable, nonflammable and toxic gases), such as butane, oxygen, propane and oxygen cylinders, among others;
6.5.4. Liquid used as fuel for lighters, heaters or others;
6.5.5. Flammable solids, such as matches and easy-to-ignite articles;
6.5.6. Spontaneous combustion substances;
6.5.7. Substances that produce flammable gases when in contact with water;
6.5.8. Oxidizing materials, such as lime powder, chemical bleaches and peroxides;
6.5.9. Toxic and infectious substances, such as arsenic, cyanides, insecticides and defoliants;
6.5.10. Radioactive materials;
6.5.11. Corrosive materials, such as mercury, acids, alkaloids and batteries containing corrosive liquid;
6.5.12. Magnetic and similar materials;
6.5.13. Biological agents, such as bacteria and virus, among others.
6.6. The owner of the baggage is liable for damage caused to AZUL or any other person due to noncompliance with the above provisions.
6.7. Carriage of Firearms. Passengers wishing to travel with firearms in domestic flights due to prerogatives of their jobs must be at the airport at least two (2) hours in advance for security procedures, present all required documentation and identify themselves to airport agents at the service counter. The Federal Police is the competent authority to verify, approve and clear Passengers for boarding. In the absence of the Federal Police, the competent authority is the public security entity acting as police in the airport. Firearms are not allowed in international flights.
6.8. AZUL may, at any time, remove from the aircraft any of the materials or substances listed above and is fully exempt from any liability resulting therefrom.
6.9. Passengers are liable for the payment of damages to AZUL for any costs incurred by AZUL to remove or carry prohibited materials or substances, and for any damage caused to AZUL by these materials or substances.
6.10. Complaints. Checked Baggage received by Passengers is deemed to be in good conditions if Passengers do not immediately make any complaints, exempting AZUL from any liability.
6.11. Missing or Damaged Checked Baggage. Passengers must immediately notify AZUL of any missing baggage. AZUL will return the missing Checked Baggage within seven (7) days for domestic flights and up to twenty-one (21) days for international flights. If the Checked Baggage cannot be returned within the periods set forth above, the following provisions apply:
6.11.1. The liability of AZUL for damage in respect of destruction or loss of Checked Baggage, during the performance hereof, is limited to an amount corresponding to one thousand, one hundred thirty-one (1,131) Special Drawing Rights – “SDRs”, at the time of payment, per Passenger.
6.11.2. AZUL may refuse to carry, as checked baggage, items whose value is above the indemnification limit of one thousand, one hundred thirty-one (1,131) SDRs. Passengers acknowledge that if they wish to carry items whose value is above the indemnification limit, they must execute a cargo carriage contract, which has its own provisions.
6.11.3. The indemnification payable by AZUL will be deposited within seven (7) days from the date Passengers provide their bank account number.
6.11.4. The reimbursement for amounts paid by Passengers as carriage charges related to the lost Baggage will be added to the indemnification set forth in 8.11.3.
6.11.5. AZUL will indemnify Passengers who are away from home for any expenses incurred as a result of the loss of their Checked Baggage. Accordingly, Passengers must send the receipts related to their emergency expenses (personal hygiene items/basic or essential pieces of clothing) to the email address indicated at the time the relevant baggage incident report (Relatório de Irregularidade com Bagagem – RIB) was opened. The following amounts apply: up to one hundred Reais (R$100.00) for the first twenty-four hours (24h) and twenty-five Reais (R$25.00) per day until the 5th day, if the baggage is still missing.
220.127.116.11 In the event the missing Checked Baggage is not recovered, the amounts paid by AZUL as reimbursement for expenses will be deducted from the amounts payable by AZUL as indemnification for confirmed loss of Checked Baggage.
6.11.6. AZUL is not liable if the destruction or loss of baggage results exclusively from the following events:
18.104.22.168. Inherent defect, quality or vice of the baggage;
22.214.171.124. Defective packing of the baggage performed by Passengers or third parties, as requested by the Passengers;
126.96.36.199. Acts of war or armed conflicts;
188.8.131.52. Acts of public authorities carried out in connection with the baggage;
184.108.40.206. Acts of God or force majeure; or
220.127.116.11. Fault or intent of Passengers.
6.11.7. Fragile and Valuable Items. The liability of AZUL for damage to baggage is limited to the amounts provided by applicable law, per Passenger. Fragile or valuable items must be carried in the carry-on baggage, including: money, negotiable instruments, bank documents, jewelry, work documents and identification documents, keys, essential medicines, or electric and electronic equipment (computers, pen drives, media players, photo cameras, video cameras and mobiles, among others). No additional amount will be payable to Passengers as indemnification for the destruction or loss of valuable items (e.g., items made of glass, china or crystal), even if they are included in the damaged baggage.
6.11.8. In the event of loss or partial loss of Passengers’ Checked Baggage or its contents, the liability of AZUL is proportionally limited to the weight of the portion lost, irrespective of the value of any portion of the baggage or its contents.
7.1. AZUL undertakes liability for actual damages caused to the Passenger and to the Baggage that occur during the term of the air transportation agreement.
7.2. Except with respect to international flights, AZUL shall not be held liable upon the occurrence of force majeure or compliance with a proven determination of an aeronautical authority.
7.3. AZUL shall be held liable solely to the extent of the legal limits set forth in the Law.
7.4. Except with respect to international flights, AZUL shall be discharged from liability for damage to the Passenger in the following cases:
a) death resulting solely from the Passenger’s health condition;
b) accident resulting from the Passenger’s sole guilt;
c) Act of God or force majeure reason.
7.5. The times, itineraries and aircraft shown on the Airfare Ticket or otherwise may be changed and/or replaced. AZUL shall, to the extent possible, notify the Passengers or travel agencies of such delays, the latter being required to notify the Passenger.
7.6. AZUL shall not be held accountable for any delays in connections caused by flights operated by other companies, except for Codeshare flights. Likewise, AZUL shall not be held accountable for delays in connections caused by reservations effected by third parties, without allowing sufficient time for accomplishing the connection. Connections arranged for by the passenger him/herself, between flights that are not part of a connection offered by AZUL, are the Passenger’s responsibility. The passenger must claim his/her baggage and proceed to AZUL’s counter for check-in in order to depart on the subsequent flight(s) at the required time(s). AZUL has no responsibility whatsoever if the Passenger fails to show-up for the subsequent check-in(s) at the required time.
7.7. ANAC Resolution nº 400 shall be complied with for domestic flights:
7.7.1. In case of delay of more than four (4) hours at the departure airport, AZUL shall be required to offer the following options to the Passenger: I – rebooking: a) on an AZUL flight offering equivalent service to the same destination, as early as possible; b) on an AZUL flight to be taken on a date and time that meet the Passenger’s convenience; II – refund of the full amount paid for the unused Airfare Ticket. AZUL may also offer the Passenger the option to have a seat arranged by AZUL on a flight operated by another company that offers an equivalent service to the same destination.
7.7.2. In case of delay of more than four (4) hours at a stop or connection airport, AZUL shall be required to offer the following options to the Passenger: I – rebooking: a) on an AZUL or other air company’s flight offering equivalent service to the same destination, as early as possible; b) on an AZUL flight to be taken on a date and time that meet the Passenger’s convenience; II – refund: a) of the full amount paid, assuring return of the Passenger to the origin airport; b) of the unused portion of the Airfare Ticket, if the flight already made meets the Passenger’s needs; III - provide the service by another means of transportation.
7.7.3. In case of cancellation of the flight or interruption of the service, AZUL shall be required to offer the following options to the Passenger: I – rebooking: a) on an AZUL or other air company’s flight offering equivalent service to the same destination, as early as possible; b) on an AZUL flight to be taken on a date and time that meet the Passenger’s convenience; II – refund: a) of the full amount paid, assuring return of the Passenger to the origin airport; b) of the unused portion of the Airfare Ticket, if the flight already made meets the Passenger’s needs; III - provide the service by another means of transportation.
7.7.4. In case any passenger is denied boarding involuntarily, AZUL shall be required to offer the following options to the Passenger: I – rebooking: a) on an AZUL or other air company’s flight offering equivalent service to the same destination, as early as possible; b) on an AZUL flight to be taken on a date and time that meet the Passenger’s convenience; II – refund: a) of the full amount paid, assuring return of the Passenger to the origin airport; b) of the unused portion of the Airfare Ticket, if the flight already made shall meet the Passenger’s needs; III - provide the service by another means of transportation.
7.7.5. In cases of delay, cancellation or interruption of flight, as well as disregard of Passenger’s boarding, the Passenger shall be entitled to receive material assistance from AZUL. Such assistance consists of meeting the Passenger’s immediate needs, free-of-charge, as may be compatible with the estimated waiting time, counted from the originally scheduled departure time, under the following terms:
a) waiting for more than one (1) hour: communication facilities, such as telephone call, internet access and others;
b) waiting for more than two (2) hours: adequate meal(s);
c) waiting for more than four (4) hours: arrange for adequate waiting space, transportation to and from the airport and, if necessary, hotel lodging.
7.7.6. AZUL may be discharged from offering hotel lodging to a Passenger who resides in the location of the origin airport.
7.8. The requirements of 14 CFR Part 250 shall be complied with for flights to and from the United States.
7.9. The limits provided for in the Montreal Convention and applicable Laws shall be complied with for international flights.
7.9.1. Passengers on a trip with a final destination or stop at a point outside the origin country are informed that the provisions in the Montreal Convention may apply to the whole trip, including any flight section inside the origin or the destination country.
7.9.2. AZUL is accountable for damage caused in the event of death or bodily injury of a Passenger, provided that the accident causing the death or bodily injury has occurred on board the aircraft or during any boarding or disembarkation operations.
7.9.3. AZUL is accountable for the damage caused in the event of destruction, loss or damage to checked Baggage, provided that such destruction, loss or damage has occurred on board the aircraft or during any period in which the checked Baggage was under its custody. Notwithstanding the foregoing, AZUL shall not be accountable to the extent the damage is due to the nature or a defect of the Baggage itself.
7.9.4. AZUL is accountable for the damage caused by delays in the air transportation of Passengers or Baggage. Notwithstanding the foregoing, AZUL shall not be accountable for any damage caused by a delay if it proves that AZUL and its employees adopted all the actions that were reasonably necessary for avoiding the damage or that it was impossible for AZUL or its employees to adopt such actions.
7.9.5. AZUL shall not be accountable for damages exceeding the then-applicable limit pursuant to the Montreal Convention.
7.9.6. Passengers on international flights, departing from or to the United States of America, will be entitled to the benefits of the Passenger Assistance Plan and the Tarmac Delay Contingency Plan, pursuant to the regulations issued by the United States Department of Transportation (DOT).
7.9.7. For Codeshare flights, both the marketing and the operating air carrier shall be accountable for possible damages caused to the Passenger and to the Baggage, if such damage occurred during the term of this Agreement.
8.1. Interline agreements allow AZUL to sell flight segments operated by other air carriers, which flights are identified by the codes of the operating air carrier itself. Where AZUL sells an Interline ticket (which includes flights operated by partner air carriers), it will be acting solely as a ticketing agent and shall not be accountable for the acts or omissions of the operating air carrier. AZUL shall be solely accountable for the transportation on the flights operated with its own aircraft.
8.2. Tickets issued by other air carriers shall be accepted, provided that the air carriers have entered into Interline agreements with AZUL and their contractual obligations are complied with. Any and all refund or reimbursement of such tickets shall be made by the ticketing air carrier.
9.1. Codesharing consists of the practice whereby flights operated by an air carrier are sold or offered by partner air carriers, as if they were their own flights. In all cases in which AZUL offers Codeshare flights operated by a partner air carrier, the Passenger shall be duly informed at the time of the selection of the respective flight segment.
9.2. One or more segments of the flight itinerary may be operated by air carriers other than AZUL. However, if an AZUL Airfare Ticket is purchased, this Agreement shall be applicable, regardless of the air carrier operating the flight. AZUL undertakes responsibility for all the flight segments operated under Codeshare, provided that the flight designator code is “AD”, under the terms hereof.
9.3. Notwithstanding any other provisions hereof, the following rules apply for flights operated by AZUL’s Codeshare partners:
9.3.1. Baggage. For itineraries where at least one segment is operated by AZUL’s Codeshare partners, each Passenger shall be entitled to the baggage allowance applied by the ticket marketing carrier and an excess baggage fee shall be charged, as applicable, by the flight operating carrier. If necessary, due to operating or safety reasons, the operating air carrier may require the hand-carried baggage to be checked for transportation inside the aircraft hold, without charging the excess baggage fee.
9.3.2. Unaccompanied minors under 12 years old shall not be accepted for boarding on Codeshare flights.
10.1. Special Passengers are deemed to be Passengers needing special assistance (Individuals with Disabilities, passengers aged sixty or more, pregnant women, breast-feeding women, and persons carrying infants, unaccompanied children, reduced-mobility persons and sick persons). Special Passengers will board the aircraft according to AZUL’s internal procedures, as well as in compliance with ANAC’s Resolution nº 280 and other applicable laws, for domestic flights, and in compliance with U.S. laws and regulations, particularly the provisions of 14 C.F.R. Part 382, for international flights. For further information, refer to the Website or Customer Relations Center.
10.2. If the passenger (i) suffers from a disease or incapacity that may affect his health and welfare or that of the other passengers and crew members, (ii) has recently undergone surgery, (iii) has a health condition deemed to be instable, (iv) poses a risk to the safety or punctuality of the flight, or (v) requires medical attention or follow-up and/or special equipment during the flight, it shall be mandatory for the passenger to complete a Medical Information Form (MEDIF) that must be signed by his/her medical doctor and delivered to AZUL prior to the flight The MEDIF will be submitted to AZUL’s medical department for evaluation, and the transportation of the Passenger may be refused if it is deemed that it is not possible to ensure the health and safety of the Passenger or the other passengers.
11.1. “TVAzul”. The Live TV system is an additional, complimentary onboard entertainment service offered by AZUL to its Passengers on most aircraft in its fleet. AZUL reserves the right to make TVAzul available according to the system’s operational readiness. Passengers are advised that (i) TVAzul programming is subject to change without notice; and (ii) AZUL and the company in charge of providing the TVAzul service are not responsible for service interruptions or non-availability due to reasons beyond their control, such as force majeure and operational failures. AZUL is not responsible for the contents displayed on the live transmissions of the respective channels and recommends that parents, guardians and companions of minor children be attentive to the programs watched.
11.2. Ground Transportation. Ground transportation to and from the airport to any other location provided by AZUL or by third-party contractors under a charter agreement shall be separately charged and shall not be included in the price charged for the air transportation service. Further information is available on the Website.
11.3. Travel Insurance. AZUL is allowed to charge transportation insurance in addition to the Ticket price, as long as actively requested by the Passenger.
11.4. Use of more than one seat. In case the accommodation of the Passenger requires more than one seat, AZUL may charge a supplementary amount equivalent to the price of the Airfare Ticket for the number of additional seats occupied by the Passenger.
11.5. Special Seats. Special seats providing more space and comfort may be offered by AZUL to the Passenger, for sale, upon the reservation, at its discretion. The price for such seats is not included in the Airfare price.
11.6. Buy on Board. AZUL may offer items and services for purchase onboard any of its flights, at prices not included in the Airfare price, to be paid by the Passenger in case of purchase of such items or use of such services. Further information is available on the Website.
11.7. Escorting of Minors.
11.7.1. Domestic Flights. AZUL is authorized to charge a fee for escorting unaccompanied minors aged from five (5) to twelve (12). This service will be provided from the boarding area to the aircraft and from the aircraft to the disembarkation area at the request of the person responsible for the minor. AZUL does not provide escorting services for minors aged less than five (5).
11.7.2. International Flights. AZUL is authorized to charge a fee for escorting unaccompanied minors aged from twelve (12) to seventeen (17). This service shall be provided from the boarding area to the aircraft and from the aircraft to the disembarkation area at the request of the person responsible for the minor. AZUL does not provide escorting services for minors aged less than twelve (12).
11.8. The transportation of a Passenger or a minor Passenger under custody of a police authority on a domestic flight shall be carried out in compliance with all the requirements set forth in the National Civil Aviation Security Program – PNAVSEC – Decree 7168, dated May 05, 2010. Presentation of an identification document for boarding shall be required at least two (2) hours in advance of the flight time.
This Agreement shall become effective as of November 2014, superseding all previous provisions to the extent they conflict with the new wording herein, and shall remain in effect until it is replaced, at AZUL’s discretion, by a new agreement.
13.1. This Agreement shall be construed and governed under the terms of the Brazilian laws now in effect as well as of any other specific laws applicable to international transportation of passengers.
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.