Special Assistance
Passengers with special assistance requirements have a specific ANAC regulation to guarantee adequate assistance during their air travel: Resolution No. 280 of July 11, 2013.
Below is some information on the subject:
- General guidelines
- Documentation
- Escort
- Check-in, boarding and disembarkation
- Technical aids
- Restraint mechanisms
Which passengers can request special assistance?
According to ANAC’s Resolution 280/2013, passengers with special assistance requirements are:
- People with disabilities:
- Elderly people aged 60 and over;
- Pregnant and breastfeeding women;
- People carrying infants;
- People with reduced mobility; or
- Anyone who have limited autonomy as passengers due to specific conditions.
What are the rights of passengers with special assistance requirements?
Passengers who require special assistance are entitled to the same services as those provided to users in general, but under conditions of priority service, at all stages of their journey and for the duration of the air transport contract, including priority over frequent flyers.
Their special service requirements must be met, including access to information and instructions, airport facilities, aircraft and vehicles available to other air passengers.
Do ANAC rules apply to boarding and disembarkations made abroad?
No. The rules do not apply to boarding and disembarkation procedures carried out outside national territory and to procedures prior to travel and during the flight of a stage departing from outside national territory.
How and when to request special assistance?
If you need special assistance, it is very important to inform the airline in advance so that staff and equipment can be allocated, and adequate care can be provided.
When selling the ticket, the airline should ask about the need for a companion, technical aids, communication resources and other assistance, regardless of the marketing channel used.
It is the duty of the Passenger with Special Assistance requirements to inform the airline of their needs. This communication must be made:
- At the time of purchasing the ticket or at least 72 hours before the scheduled departure time of the flight, if they need an escort or special medical care, such as the use of a stretcher, oxygen or other medical equipment. In these cases, supporting medical documents must be presented and the airline will ask you to fill in a standard form called the Medical Information Form (MEDIF) provided by the airline;
- 48 hours before the flight’s scheduled departure time for other types of assistance, such as special seating.
The airline must respond to the request within 48 hours.
The absence of information about the need for special assistance within the specified time limits should not make it impossible to transport the passenger with special assistance needs if the passenger agrees to be transported with the assistance that is available.
In what situations is the Passenger with Special Assistance Needs entitled to assistance from the airline?
The airline must provide assistance to the passenger with special assistance needs in the following activities:
- Check-in and baggage claim;
- on the way to the aircraft, and assistance at border and security controls;
- Boarding and disembarking the aircraft;
- seating arrangements, and mobility inside the aircraft
- Stowing hand baggage on the aircraft;
- on the way to the baggage claim area;
- Reclaiming checked baggage and assistance at border controls;
- The leaving of arrivals hall to access the public area;
- Escort to sanitary facilities;
- Assistance those passengers with special assistance who needs service dogs;
- Flight transfer or connection between flights;
- Individual demonstrations of emergency procedures to passenger with special assistance needs, when requested.
Are there any costs for passengers requesting special assistance?
No. However, additional charges may apply to passengers who:
- Need to travel with a stretcher, incubator, oxygen or other medical equipment;
- Need additional seats or medical equipment. For each additional seat required, the amount will be equal to or less than 20% of the value of the air ticket purchased;
- Need to carry excess baggage. In these cases, the operator must offer a discount of at least 80% on the amount charged for excess baggage, exclusively for the transportation of technical aids and medical equipment.
Who is responsible for assisting Passengers with Special Assistance Needs on connecting flights?
On connecting flights, until the passenger is handed over to the airline operating the departure leg, assisting the Passenger with Special Assistance Needs remains with the airline that carried out the arrival leg until the departure leg is presented to the airline.
Can airlines refuse to carry a Passenger with Special Assistance Needs?
Yes. The safety of the passenger always comes first and, in this regard, the airline may require a medical certificate to verify the autonomy of the Passenger with Special Assistance Needs and whether or not the trip could compromise their health. There may be restrictions on the services provided when there are no conditions to guarantee the health and safety of the passenger who needs special care or of the other passengers. If this happens, the airline must justify its refusal of transportation in writing within 10 days. The general conditions and restrictions on the transportation of these passengers and their technical aids and medical equipment must be disclosed by the airlines at their points of sale.
It is important to note that any discomfort or inconvenience caused to other passengers or crew members does not constitute justification for refusing to provide the air transport service.
In addition, the airline operator cannot limit the number of Passenger with Special Needs on board.
Are there any restrictions on the transportation of pregnant women?
Yes, some companies have restrictions on the transportation of pregnant women. That’s why it’s important to contact the airline and the passenger’s doctor before buying the ticket.
Are there any specific rules for obese passengers?
Obesity alone does not characterize a passenger as a Passenger with Special Assistance Needs. However, if the obese passenger has any difficulty in getting around, falling under the category of “person with reduced mobility”, they will be considered a Passenger with Special Assistance Needs.
The airline is allowed to charge for additional seats needed to accommodate Passengers with Special Assistance Needs, their technical aids or medical equipment, whose occupation by another passenger is prevented. In these cases, the amount charged for the additional seat must be equal to or less than 20% of the value of the air ticket purchased by the PNAE. In the case of passengers with obesity who do not meet the definition of PNAE and need an extra seat, there is no obligation to grant a discount.
In any case, passengers with obesity are entitled to the seat belt, which is a safety item, without any additional charges. It is recommended that this item is booked in advance with the airline.
How can Passengers with Special Needs find out if the airline is prepared to serve them?
Air operators must keep available information about the means that can be used at each airport for boarding and disembarking Passengers with Special Needs who depend on the assistance provided for in ANAC Resolution 280/2013. In addition, the air operator must provide the Passenger with Special Needs with information about the procedures to be adopted at all stages of air transportation.
Can the airline require the Passenger with Special Assistance Needs to present a medical document?
Yes. The airline can require the presentation of a Medical Information Form (MEDIF) or other medical document with information on the health conditions of the Passenger with Special Needs who:
- needs to travel on a stretcher or in an incubator;
- needs to use oxygen or other medical equipment; or
- has health conditions that could result in a risk to themselves or other passengers or the need for extraordinary medical attention during the flight.
A MEDIF can also be requested by companies in cases where an accompanying person is required, as provided for in art. 27 of Res. 280.
The medical document and the MEDIF must be assessed by the air operator's medical service, which specializes in aviation medicine and must respond within 48 hours.
The air operator must adopt measures to exempt the person from the requirement to present a medical document or MEDIF when the conditions that characterize the person as a PNAE are permanent and stable and the documents have already been presented to the air operator.
What is the difference between MEDIF and FREMEC?
The Medical Information Form (MEDIF) is the form that enables the airline to check that health conditions are met to guarantee the health and safety of the passenger who needs special assistance during the flight. And the Frequent Traveler Medical Card (FREMEC) is a document designed to facilitate travel for frequent travelers with permanent and stable disabilities.
In general, MEDIF is valid for a shorter period of time and may need to be filled in for each trip. FREMEC, on the other hand, is usually valid for longer, as it is related to the passenger’s permanent and stable health condition.
Each airline has its own procedure for approving medical documentation. It is therefore advisable to go directly to each airline’s website to check for specific information and guidelines. In general, airlines have MEDIF and FREMEC forms available for download, so passengers can arrange for the doctor to fill them in and sign them before booking the ticket.
How does the provided by the company for accompanying a Passenger with Special Assistance Needs work and the discount on the airline ticket for the passenger’s companion?
The right to escort assistance must be provided by the airline in cases in which the passenger with special assistance needs is traveling alone and falls into one of the following categories provided for in the regulation:
- if traveling on a stretcher or in an incubator;
- due to a mental or intellectual disability, cannot understand flight safety instructions; or
- cannot attend to their physiological needs without assistance.
In these cases, the airline must provide the Passenger with Special Assistance Needs with a companion at no extra charge, or require the presence of a companion of the passenger’s choice and charge for the companion’s seat equal to or less than 20% of the value of the air ticket purchased by the Passenger with Special Assistance Needs. The discount is valid for any ticket issued from Brazil.
The airline must respond in writing within 48 hours to requests for follow-up.
With this measure, ANAC seeks to protect the autonomy of the Passenger with Special Needs and accessibility, preventing the requirement of an escort by the airline operator to be an obstacle to the completion of the trip.
Is every Passenger with Special Assistance Needs entitled to the assistance of a companion, who will receive a discount on the ticket?
Most Passengers with Special Assistance Needs have the autonomy to travel without the need of a companion. Only those accompanying Passengers with Special Assistance Needs with disabilities or reduced mobility who:
- travel on a stretcher or in an incubator;
- due to a mental or intellectual disability, cannot understand flight safety instructions; or
- cannot attend to their physiological needs without assistance.
Who should accompany passengers with disabilities or reduced mobility?
At the airline's discretion, the companion may be appointed by the airline (at no extra charge) or may be chosen by the passenger, who must pay for the companion's trip. The value of the ticket will be equal to or less than 20% of the value of the ticket purchased by the Passenger with Special Assistance Needs.
The companion must be over 18 years of age and be able to assist the passenger from the moment they check in until they arrive in the public area of the airport. The companion must travel in the same class and in a seat next to the assisted passenger.
On journeys involving more than one airline, which company should grant the companion discount?
The responsibility for granting the discount lies with the airline that sells the ticket, even if it is not responsible for operating the flight itself. In other words, regardless of which company actually operates the flight, the discount must be guaranteed by the airline that issues the ticket (contract carrier).
This responsibility remains with the contractual carrier, even if two or more air operators are responsible for carrying out the contract of carriage, which can happen in codeshare operations.
Is the companion of an underage Passenger with Special Assistance Needs entitled to the discount?
Passengers under the age of 16, whether being a person with special needs or not, must be accompanied by a person of legal age on domestic flights. The same way, children and adolescents under the age of 18 need to be accompanied by a person of legal age on international flights.
The need for children and adolescents to be accompanied is a requirement of the Statute of the Child and Adolescent (ECA), Law No. 8,069, of July 13, 1990, and is not related to the status of of Passengers with Special Assistance Needs. Therefore, in these cases, the companion discount does not apply.
Although there is no obligation to apply the companion discount for minors, airlines may choose to provide it. If in doubt, check with the airline.
Check-in, boarding and disembarking
When should the airline start providing special assistance to the passenger?
Special assistance during the journey must begin at the time the passenger presents for check-in.
How far in advance should Passengers with Special Needs present themselves for check-in?
As a rule, they must present for check-in as early as other passengers. The airline may establish different presentation times only in case of passengers who need to travel on a stretcher or incubator, or who need to use oxygen or other medical equipment. In these cases, the airline must inform the passenger in advance.
Are there specific rules for boarding and disembarking passengers with special needs?
Yes. The airline must board the Passenger with Special Assistance Needs before other passengers. Disembarkation, on the other hand, must take place immediately after the other passengers have disembarked, except when the time available for the connection or other circumstances justify prioritization.
What precautions should the airline take when boarding and disembarking a Passenger with Special Assistance Needs who requires transportation on a stretcher or in a wheelchair?
The embarkation and disembarkation of a Passenger with Special Assistance Needs who depend on a stretcher or wheelchair should be through boarding bridges, lifting or a ramp (except in the case of aircraft with a maximum height of 1.60 m from the bottom of the doorway to the ground – in these cases, the embarkation or disembarkation of a Passenger with Special Assistance Needs may be carried out by other means, provided that their safety and dignity are guaranteed).
Can passengers with special needs be lifted manually by the airline?
No. It is forbidden to manually carry the passenger, except in situations that require emergency evacuation of the aircraft. Manually carrying a passenger means supporting them by holding directly onto parts of their body, with the effect of lifting them onto the aircraft for boarding or lowering them to the level required for disembarkation.
How should the wheelchair user be accommodated on the aircraft?
The wheelchair user must be seated in a special seat with removable armrests, close to the aisle. The seat must also be located in rows near the main boarding and disembarking doors and the lavatories, depending on the class chosen.
Are companies obliged to have seats reserved for Passengers with Special Assistance Needs?
Yes. The Brazilian airline operator must provide the Passenger with Special Assistance Needs with special seats, next to the aisle, as close as possible to the exits, equipped with movable armrests. These seats must be located at the front and rear of the aircraft.
The company may not accommodate the Passenger with Special Assistance Needs in a seat adjacent to an emergency exit or in a way that causes total or partial obstruction of the aircraft aisle.
If seats are available, the airline must place the Passenger with Special Assistance Needs (wheelchair user, guide dog user or person unable to bend their knee) in rows with extra space or seats equipped with specific devices to meet their needs, in a location compatible with the class chosen and the airline ticket purchased.
It is important to note that the seats intended for the Passenger with Special Assistance Needs do not necessarily correspond to the seats in the first rows (which are generally marketed by companies as premium seats).
Pre-booking of seats (including premium seats) is an optional service that can be offered free of charge or for a fee for passengers to actively choose, depending on their different preferences and willingness to pay. It is not to be confused with the company's obligation to provide priority boarding and assistance to passengers with special assistance needs during all phases of the flight, as well as allocating them on board the aircraft in seats with certain characteristics and location depending on their special needs, the purpose of which is to provide for their accessibility, in accordance with the provisions of ANAC Resolution 280/2013.
Technical aids and Medical apparatus
Are there any rules at the airport for transporting equipment used by Passengers with Special Needs?
First of all, the safety rules established for each piece of equipment or technical aid must be observed. For example, there are restrictions on the use of aids with lithium batteries. ANAC recommends consulting “What can I carry?” website, as well as contacting the airline in advance for more information.
If there are no security restrictions, the technical aids used by the Passenger with Special Assistance Needs to help them get around and the necessary medical equipment can be used in the restricted area and taken to the aircraft door, as long as they are checked through the airport’s security inspection channel.
How should walking sticks, crutches, walkers, baby carriages and other items be transported?
Known as technical aids, this equipment must be transported free of charge (limited to one piece per person) and carried in the passenger cabin. If the dimensions of these aids or the aircraft (or for safety reasons) make it impossible to carry them in the cabin, they must be carried in the luggage compartment. It is therefore necessary to check the compatibility of the aircraft before the flight (such as space and power points, among others) in order to transport the technical aid. When checked in, the equipment must be made available to the passenger when they disembark the aircraft.
How do I carry technical aids and medical equipment as checked baggage?
The technical aids and medical equipment of the Passenger with Special Assistance Needs, when checked in, must be considered fragile and priority items and must be carried on the same flight as the passenger. They must also be declared, identified and presented to the airline operator, who must give the Passenger with Special Assistance Needs proof of receipt.
Is there a limit to the amount of technical aid equipment that can be transported free of charge?
The airline contracted to transport the Passenger with Special Assistance Needs must transport the technical aid used to move the Passenger free of charge, limited to one (1) piece:
- in the aircraft cabin, when there is adequate space;
- in the luggage compartment; the equipment must be made available to the Passenger with Special Assistance Needs when disembarking the aircraft.
What should the airline offer in the event of loss or damage of technical aids and medical equipment?
If technical aids or medical equipment are lost or damaged, the airline must immediately offer an equivalent item on landing until the problem is resolved.
Loss or destruction is established when the technical aid or medical equipment has not been returned to the Passenger with Special Assistance Needs in the same condition in which it was presented to the airline operator 48 hours after landing. In this case, the company must provide compensation within 14 days. The technical aid or medical equipment made available by the airline operator can remain at the disposal of the Passenger with Special Assistance Needs for up to 15 days after the compensation has been provided.
Other forms of compensation to the Passenger with Special Assistance Needs may be established by specific agreement between the parties, in which case the air operator must inform the passenger in advance of their rights.
What rules apply to the transportation of guide dogs?
The guide dog must be transported free of charge, on the floor of the aircraft cabin, next to its owner and under their control, equipped with a harness but not muzzled.
In addition, the guide dog must be accommodated in such a way as not to obstruct all or part of the aircraft aisle.
Passengers with Special Assistance Needs accompanied by a guide dog may enter and remain with the animal in the passenger terminal building and in the aircraft cabin, upon presentation of the guide dog’s identification and proof of the training.
If the dog is undergoing training, it must be accompanied by a trainer, instructor, or qualified companion.
For international travel, passengers must comply with health regulations of both the departure and destination countries. In Brazil, the transport of guide dogs on domestic flights complies with the rules set out in Decree No. 5.904, of September 21, 2006, which establishes that the only health document required for this type of transport is an “up-to-date vaccination card, with proof of multiple and rabies vaccination, signed by a veterinarian registered with the profession’s regulatory body”.
It is important to note that the airline operator is not obliged to feed the guide dog.
What restraint systems must the air operator provide?
The Brazilian air operator must provide:
- lap restraint systems for infants or allow the person responsible for the child to provide it, as long as it complies with the technical requirements established by ANAC;
- special aisle seats, located at the front and rear of the aircraft, as close as possible to the exits, equipped with movable armrests, arranged in the minimum quantity established by ANAC, and not located at the emergency exits; and
- an additional restraint mechanism for Passengers with Special Assistance Needs who have a limitation that prevents them from remaining upright in the back of seat.
Passengers may use their own approved additional restraint mechanisms on board.
Seat Restrictions:
If a Passenger requires a fully reclined seat throughout the flight, they cannot occupy:
- The seat directly behind them.
Seats where the reclined position obstructs aisle access.For more information, visit the page on restrain devices.
Had a problem with the airline? Contact the company through its customer service channels.
Have any questions? Contact ANAC on 163 (the call is free toll from any state in the country, every day from 8am to 8pm).
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