Special assistance

Who can require special assistance?

The National Civil Aviation Agency (ANAC) has specific regulations in place to ensure appropriate assistance for Passengers with Special Needs (PSN). Here's who can request special assistance:

- Pregnant women;
- Nursing mothers;
- Passengers with infants;
- Elderly aged 60 and above;
- Persons with reduced mobility;
- Persons with disabilities;
- Any person who, due to a specific condition, has limitations in their autonomy as a passenger.

If you need special assistance, please contact your airline in advance.

How to proceed in case of passengers needing special assistance?

The airline company must inquire about the need for special assistance at the time of ticket purchase. The PSN must also inform the airline about the type of special assistance they require.The need for special assistance must be informed:

- At the time of booking, in response to the airline's inquiries;
- With a minimum of 72 hours' notice before the scheduled departure time, if the passenger needs an accompanying person or special medical care, such as the use of a stretcher, oxygen, or other medical equipment.
- With a minimum of 48 hours' notice before the scheduled departure time when other types of assistance are required, such as a special seat, for example.

The absence of information about the need for special assistance within the specified deadlines should not prevent the transportation of the PSN. However, the passenger must agree to be transported with the available resources.

What are the rights of PSN?

The airline must provide assistance to PSN in the following activities:

Check-in and baggage handling; Walk from the check-in counter to the aircraft, including border and security controls; Boarding and disembarking from the aircraft; Seat accommodation, including moving within the aircraft; Accommodation of carry-on baggage on the aircraft; Walking from the aircraft to the baggage reclaim area; Retrieval of checked baggage and assistance through border controls; Exit from the arrival area and access to the public area; Access to restroom facilities; Assistance to PSN using a guide dog or assistance dog; Flight transfer or connection between flights; Individual demonstration of emergency procedures to PSN, upon request.

The request for special assistance must be made in advance, with the time frame varying between 48 and 72 hours before boarding, depending on the type of need. Please contact your airline.

Are there any costs for passengers requesting special assistance?

No. However, additional charges may apply in the following cases:

- The transport of stretchers, incubators, oxygen, or other medical equipment;
- The need for additional seats or medical equipment. For each additional seat required, the cost will be equal to or less than 20% of the purchased airfare;
- The transportation of baggage above the franchise limit.

In these cases, the operator must offer a minimum discount of 80% on the excess baggage fee, exclusively for the transportation of assistive devices and medical equipment.

How far in advance should PSN present themselves for check-in?

PSN should be present for check-in with the same advance notice as other passengers. If different presentation deadlines are needed, the airline will inform in advance.

How does the assistance of a companion for PSN provided by the company and the discount on the companion's airfare work?

The right to a companion's assistance must be provided by the airline in cases where the PSN is traveling alone and falls under one of the following circumstances specified in the regulations:

a) the passenger is traveling on a stretcher or incubator;
b) due to a mental or intellectual impediment, the passenger cannot understand the flight safety instructions; or
c) the passenger cannot attend to their physiological needs without assistance.
If the airline does not offer accompanying assistance during the trip, they may require the PSN to have an accompanying person, charging 20% of the fare paid by the PSN for the companion's airfare.

Are there any limitations on travel for pregnant women?

Yes. Some airlines have restrictions on the transportation of pregnant women. Please contact the airline and the passenger's doctor before purchasing the ticket.

How should walkers, canes, crutches, wheelchairs, and other assistive devices be transported?

They should be transported free of charge and taken in the passenger cabin. It is worth noting that the gratuity is limited to one piece per person. If, for safety reasons or due to the dimensions of the equipment or the aircraft, it is not feasible to transport them in the cabin, the assistive devices must be placed in the baggage compartment.

It is necessary to check the compatibility of the aircraft before the flight – if there is enough space and power outlets, among other requirements – to transport the assistive device. When checked, the equipment must be made available to the passenger upon disembarking from the aircraft.

Is there a specific rule regarding the disembarkation of PSN?

Yes. The disembarkation of PSN is carried out immediately after the other passengers exit the aircraft. Priority will only be given if the available time for the connection or other circumstances justify it.

How is the boarding and disembarkation of passengers with disabilities or reduced mobility conducted?

The boarding and disembarkation of PSN who require a stretcher or wheelchair should preferably be done via boarding bridges and can also be carried out using lifting devices or ramps. It is prohibited to manually carry the passenger, except in situations that require emergency evacuation of the aircraft.

How should a wheelchair user be accommodated on the aircraft?

The wheelchair user should be accommodated in a special seat with removable armrests, close to the aisle. Additionally, the seat row must be near the main boarding and disembarkation doors of the aircraft and lavatories.

The airline cannot seat the PSN in a seat next to an emergency exit or in a way that obstructs the aircraft aisle partially or entirely.

How is the transportation of a guide dog carried out?

The guide dog should be transported free of charge on the cabin floor next to its handler and under their control, equipped with a harness and without a muzzle. It should be accommodated in a way that does not obstruct the aircraft aisle. Furthermore, the requirements of the national health authorities and the destination country must be met, when applicable.

For domestic flights, the only required health document for the transportation of a guide dog is an updated vaccination card, demonstrating multiple and rabies vaccinations, signed by a veterinarian registered with the professional regulatory body.