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Azul - Linhas Aéreas Brasileiras

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Necessary information for your trip

Customer Services Plan

U.S. Customer Service Plan

The Azul Linhas Aéreas Brasileiras S.A. U.S. Customer Service Plan (the “Plan”) applies to all of our scheduled flights that depart from or arrive at a U.S. airport. We have established this Plan to comply with the U.S. Department of Transportation “Customer Service Plan” regulations (14 CFR Part 259.5). A copy of the Plan can be found on our website, http://www.voeazul.com.br/en/home and http://www.flyazul.com.

Lowest fare available

We are committed to offering our passengers the lowest available fares for their specific flights. When our customers contact us to inquire about a fare or make a reservation through our website, at the ticket counter, or by calling our reservation center, we will disclose that the lowest fare offered by Azul may be available elsewhere if that is the case.

Delays, cancellations and diversions

In the event of a delay, cancellation or diversion that lasts 30 minutes or more, we will notify our passengers within 30 minutes after becoming aware of the disruption. Flight status information will be provided in the boarding gate area, on our website, and through our telephone reservation system. Flight display systems will also be updated, provided that we have control over such displays or can provide the information to the party who controls the display.

Baggage delivery

In the event that your baggage does not arrive on your flight to or from the U.S., we will make every reasonable effort to ensure that your baggage is promptly delivered within 24 hours. We will reimburse costs in accordance with the provisions outlined in the Montreal Convention, and will refund any baggage fees charged if the bag is lost.

Cancelling reservations

We will provide a refund for flights to and from the U.S. if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at least one week prior to travel.

Refunds

Refunds due will be promptly issued to the credit card used at the time of booking within 7 business days after receiving full documentation of a refund request. Cash payments will be reimbursed within 20 business days after receiving full documentation of a refund request. Fees charged for optional services that were unavailable or not provided due to an oversale situation or flight cancellation will be refunded to the passenger.

Accommodating passengers with disabilities

Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at U.S. airports, in accordance with 14 CFR Part 382 of the U.S. Department of Transportation’s regulations and our general conditions of carriage.

A copy of 14 CFR Part 382 is available in an accessible format from the US Department of Transportation.

BY DOT HOTLINE
Via the DOT Hotline for calls within the United States: 800-778-4838 or 800-455-9880 (TTY)

BY TELEPHONE
Via the Aviation Consumer Protection Division: 202-366-2220 (voice) or 202-366-0511 (TTY)

BY MAIL
Air Consumer Protection Division
C-75, US Department of Transportation
1200 New Jersey Avenue, SE
West Building Room W96-432
Washington, DC 20590

ONLINE
Via the Aviation Consumer Protection Division web site (http://www.dot.gov/airconsumer)
Download PDF click here to download

To learn more, access the Department of Transportation regulations on Non-Discrimination on the Basis of Disability in Air Travel (PDF) click here to download

Answers to Frequently Asked Questions Concerning Air Travel of People with Disabilities Under the Amended Air Carrier Access Act Regulation: click here to download

Lengthy delays on the tarmac

In the event of a lengthy tarmac delay at a U.S. airport, we will act in accordance with our U.S. Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.

Overbooking

In instances where flights are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with 14 CFR Part 250 of the U.S. Department of Transportation’s regulations and our policies and procedures for determining boarding priority.

Other travel policies

Our travel policies, including our cancellation policy, frequent flyer rules, and aircraft seating configuration, including lavatory availability, are available on http://www.voeazul.com.br/en/home, http://www.flyazul.com and via our telephone reservation center.

Changes in travel itineraries

In the event of a change in itinerary, we will provide prompt notification of any changes made via the telephone number or email address provided at the time of booking. If the booking was made through an agency, we will notify the agency through which the tickets were purchased.

Customer relations

The Customer Relations Department is available to address any concerns or feedback received. Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. The Customer Relations Department can be contacted via our website http://www.voeazul.com.br/en/home, http://www.flyazul.com or our telephone reservation center (1 844 499 2985).

Assistance in the event of a cancellation, delay, or misconnection

While we will always strive to ensure that all of our flights depart according to schedule, unfortunately due to the nature of the aviation industry, it is possible that delays may occur from time to time. In the event of a cancellation, delay, or misconnection, we will do our utmost to rebook passengers on our next available flight to their destination and provide other accommodations to mitigate passenger inconvenience. Any compensation or associated costs incurred will be reimbursed in accordance with our U.S. Contract of Carriage - http://www.voeazul.com.br/en/home and http://www.flyazul.com.

Our travel policies, including our cancellation policy, frequent flyer rules, and aircraft seating configuration, including lavatory availability, are available on our website and via our telephone reservation center  1 844 499 2985.

 

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Questions? Click here.
  • What does the multi-leg option mean?

    When you purchase a multi-leg trip, you are in fact purchasing a sequence of trips. In other words, when you want to go to more than one destination without returning to the place you first departed from. For example: if you want to go from São Paulo to Rio de Janeiro and then, after a few days, from Rio de Janeiro to Porto Alegre. You can purchase all these fares at the same time.

  • What is Date Flexibility?

    The option Date Flexibility is ideal for those who are planning a longer trip and who don’t need to go or return on a specific day. When you select this field, the site does an advanced search and finds more options for return flights, even indicating the combination with the best price.

  • Is there advanced purchase?

    No. You can purchase your Azul airfare however far in advance of the flight you want, according to availability on the website. The sooner you schedule and book your seat on the flight, the more peace-of-mind you will have that everything will be ready for your trip.

  • Why are airport buses included in the searches?

    For plan your trip even more effectively, the website also shows the times near each flight in which the Azul Airport Bus departs from the certified stops on its way to the Airport. This way, you can compare your flight options more effectively, choosing the one that is the most convenient from beginning to end.