Missed a flight or bus because of protests? See what your rights are

Passengers who were unable to embark on bus or air travel, due to the undemocratic blockades of bolsonaristas and truck drivers on roads across the country, need to be aware of their rights as consumers.

At São Paulo International Airport, in Guarulhos, in the metropolitan region, 25 flights have already been canceled in these two days because of protests on the Hélio Smidt highway.

At the Tietê bus terminal, where passengers had to spend the night, ticket sales are suspended for Rio de Janeiro, Curitiba and Florianópolis, among other destinations, mainly for the interior of São Paulo.

Since Monday (31), because of the victory of Luiz Inácio Lula da Silva (PT), supporters of Jair Bolsonaro (PL), including truck drivers, have been blocking or crowding roads in states and the Federal District, according to the PRF. Protesters call for a coup.

Faced with the problems faced by passengers, Procon de São Paulo issued guidelines that consumers with problems must observe.

In the event of a flight delay of two hours, for example, the airline must provide adequate food to the passenger. If the wait is longer than four hours, the traveler may request accommodation, in the case of an overnight stay.

For those who intend to travel by bus, if the delay exceeds one hour, the consumer may demand boarding in another company that provides an equivalent service and for the same destination, or the immediate refund of the ticket price.

“The São Paulo Procon has seen with concern the consequences of the protests, especially in relation to consumers who are being impacted in the exercise of their rights, says Guilherme Farid, executive director of the consumer protection body.

See what your rights are

air travel

1 hour delay

• Consumers have the right to use communication channels, such as the internet and telephone

2 hours delay

• Company must provide adequate food

delay of 4 hours

• The consumer is entitled to accommodation service, in case of overnight stay, and transfer
• In-flight re-accommodation options
• Execution of the service by another mode of transport
• Or refund the full ticket price
• In these situations, the airline is not obliged to maintain material assistance

Stay tuned

• If the consumer is at his place of domicile, the company can only offer transportation to his place of residence and from there to the airport.
• It is also the airline’s duty to provide clear and accurate information to consumers
• The passenger should look for the airline’s boarding desk or the Anac (National Civil Aviation Agency) service desk at the airport to seek information about the problem.

with whom to complain

Through Anac’s service channel. The agency advises, however, that the passenger first seeks the airline to seek a faster solution to the problem and, if he is not satisfied, file a complaint.

For questions, passengers should call 163 (the call is free from any state in the country, every day from 8 am to 8 pm).

To contact the airline directly, call any of the numbers below:

• Goal: 0300 115 2121. Those who purchased tickets through the Smile miles program should contact 0300 115 7007 (Diamond and Gold customers) and 0300 115 7001 (Smiles and Silver customers).
• Latam: 4002-5700 (capitals) and 0300-570-5700 (other locations in Brazil).
• Blue: 4003-1118 (capitals and metropolitan regions) and 0800 887 1118 (other locations in Brazil).

road trips

1 hour delay

• Consumer may demand boarding in another company that provides equivalent service and for the same destination
• It is possible to request an immediate refund of the ticket price
• If transported in a vehicle with characteristics inferior to the one hired, you must receive the difference in the ticket price

3 hours delay

• The bus company will have to offer food to passengers
• If the trip cannot continue on the same day, you will also have to pay for the consumer’s accommodation

Stay tuned

• In the event of interruption or delays, the passenger is entitled to prior information and assistance

Both in the case of air and road travel, the consumer protection agency guides the passenger to negotiate with the company. If there is no agreement, you can seek justice

with whom to complain

• ANTT (National Agency for Land Transport): 166 or (61) 99688-4306 (WhatsApp)
• Artesp (Transport Agency of the State of São Paulo): 0800 7278377
• Socicam: Click here and see the contacts of the bus terminals and airports managed by the concessionaire

Source: Procon-SP, regulatory agencies and companies