Ticket offer and purchase
On this page you will find information on:
- Offer: searching for airline tickets
- Choosing the best fare for you
- Optional items
- Filling in your details and correcting your name
- Finalizing: summary of purchase and payment
- Confirmation of purchase and receipt
- Canceling your ticket
Offer: choosing an airline ticket
Ticket price – In the process of buying and selling airline tickets, companies must present the total price of the service, itemizing all fees, taxes and tariffs included. This way, you'll know at the time of purchase what the final price of your ticket is. It’s also important to know that the price is set freely by the airlines themselves.
Promotional prices – Attention! Tickets with promotional prices usually have much less flexible rules for cancellation and changes (with higher fines) and may even be non-refundable.
Different purchase channels – The price of an airline ticket can vary according to the sales channel used (internet, stores, airport counter, etc.).
Travel/tourism agencies – If you buy from a travel/tourism agency (physical store or online), be aware that the price of the ticket may also differ from that offered by the airlines. Check the rules for cancellation, changes and refunds, because in the case of charter flights, these conditions are defined in the contract with the travel agency and the rules of ANAC Resolution 400/2016 do not apply. If in doubt, contact your agency directly.
Stopovers and connections – Observe the time between flights in the case of stopovers and connections. Check if this interval is convenient for you. During the purchase process, also check if you need to change airports. Changing airports is usually the passenger's responsibility. In some cities, airlines may offer complimentary bus transportation between airports. Check with the airline in advance to see if this is available.
Choosing the best fare for you
Fare profiles – Most companies offer a choice of fares (with different prices) for the same route. Generally, the cheapest fares have less flexible rules and higher penalties if you need to rebook, change or request a refund. Compare and choose the fare with the rules that best suit your needs!
Included items – In addition to the rules for cancellation, changes and refunds, also check the services that are included (or not) in each type of fare. Some may include baggage claim, advance seat booking and on-board service.
Clear rules – All information about air transport services and rules must be presented by airlines in writing, in Portuguese, in a clear and objective manner.
Attention! You are not obliged to take out any optional services, such as baggage claim, seat booking or travel insurance. Optional services can only be selected by the buyer (they cannot be pre-selected) and the cost must be shown separately from the ticket price.
Checked baggage – Checked baggage can be charged by the airline. When selling a ticket, airlines must inform you whether baggage is included in the price of the ticket or whether it will be sold separately (depending on the fare profile). This way, passengers can choose the fare that best suits their needs.
Seat selection – The advance choice of a specific seat (e.g. window, aisle, with more space, etc.) may be charged by the company, regardless of the time of booking. Underage passengers must travel in seats located next to at least one adult (parent or guardian), even in cases where passengers choose not to purchase specific seats. Find out more by clicking here.
On-board service – This can be included in the price of the ticket or paid for separately on board the aircraft. The airline may or may not offer this service, depending on its commercial strategy. If in doubt, check with the airline beforehand.
Travel insurance – Some countries require travel insurance to enter their territory. Check with the airline.
Transporting animals – If you plan to travel with your pet, check whether the airline you have chosen offers this type of service and what the rules are for transporting domestic animals (travel in the cabin or hold of the aircraft, need to wear a muzzle, etc.).
Reimbursement for optional services – Attention! For reimbursement of amounts paid for optional services, the rules of the contract apply. Therefore, check and read all the rules for the service carefully.
Filling in your details and correcting your name
Personal details – When filling in the details, make sure you fill in the passenger's name and surname correctly. In the event of an error, the passenger may be prevented from traveling for security reasons.
Data correction – You can request that any errors be corrected, free of charge, until you check in. But beware: in the case of international flights involving more than one airline, there may be a charge for this correction.
Presentation of identification and social name – The airline ticket must contain at least the passenger’s name, surname and ID number. So be careful when filling in these details, as you must present an official photo ID before boarding the aircraft. The new digital ID and electronic voter registration already allow the use of social names.
Don't leave it to the last minute! As soon as you receive your ticket voucher, check all the details. If you notice any errors in the spelling of your name, notify the airline as soon as possible.
Passengers with special needs – When filling in your details, be aware and request assistance for a smooth and safer flight. To find out more, visit our Accessibility page.
Checkout: summary of purchase and payment
Before finalizing the online purchase, you should be shown a summary of the contract of carriage, containing the total amount to be paid in national currency and a list of all the items and services requested. Read it carefully. It should contain the main terms agreed between the passenger and the airline, such as rules and fines for no-shows, rebooking, cancellations, and refunds, as well as rules and fees for carrying baggage, among others.
Confirmation of purchase and ticket receipt
After purchasing a ticket, passengers receive a document containing all the information about their purchase and the tracking code of their ticket, which can be delivered by hand or by e-mail. This document is the Air Ticket Voucher. Read it and check that the information is correct. If you notice any errors, contact the airline immediately.
Voucher – The airline ticket voucher must contain the following information: total price of the airline ticket, with a breakdown of its items; rules and any fines; connection time and change of airports, if any; baggage transportation rules and values; passenger's name and surname; time and date of travel; optional service(s) and product(s) purchased; procedures and time for passenger boarding; and expiry date of the ticket.
See the infographic with the information you should check before traveling.
Withdrawal – Passengers have 24 hours to withdraw from their purchase free of charge, as long as the ticket was purchased 7 days or more before the flight date. If cancellation is necessary, contact the airline through one of its service channels.
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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