Conditions for Brazil

Refund conditions

The following conditions are only valid for tickets or services purchased in Brazil:

Purchases made in person:

The passenger can cancel the ticket and/or additional services and request the return of 100% of the ticket, free of charge, up to 24 hours after the ticket has been issued, provided that the flight date is not fewer than 7 days from when the ticket was purchased.

Purchases not made in person:

The passenger can cancel the ticket and/or additional services and request the return of 100% of the ticket, free of charge, up to 7 days after receiving the booking confirmation, provided that the flight date is not fewer than 7 days from when the ticket was purchased.

Refund period:

All refunds must be made within 7 days of the passenger's refund request or within 7 days of Air Europa having initiated the process, in the case of purchases not made in person.

General refunds

Whenever the ticket is issued in Brazil, the fare does NOT allow for a refund and the conditions for a refund following cancellation are not met, the refund will be made applying the conditions and penalties indicated below:

Children under 2 years of age will have a 90% discount on the penalty; children between 2 and 11 years of age will have a discount of 25%.

For Fares that allow a refund, the conditions of the fare in question will be applied, whereby the amounts mentioned in the table above are not applicable.

Exchange conditions

Passengers whose ticket has been issued in Brazil and whose fare does not allow modifications, may change their flight by paying the difference in fare, where applicable, and the penalty set forth in the following table:

Children under 2 years of age will have a 90% discount on the penalty; children between 2 and 11 years of age will have a discount of 25%.

For Fares that allow a refund, the conditions of the fare in question will be applied, whereby the amounts mentioned in the table above are not applicable.

Resolution ANAC 218/2012

Percentages of flight delays and cancellations - JUNE 2022

The percentages refer to the average number of flights of the airline with the same origin and destination due to the absence of a history of delays and cancellations of the number of flights selected.

IMPORTANT:

I. The percentage of cancellations is calculated based on all scheduled operations;

II. The percentage of delays is calculated using the estimated time of arrival at the destination of the flight, based on all the scheduled operations, without taking into account flights already cancelled;

III. The percentages of delays and cancellations represent the historical performance of flights and may vary in the following months; and

IV. The percentages of delays and cancellations of all public and regular air carriage operations in Brazil are available online on the National Civil Aviation Agency (ANAC) website.

Law 14.174/21

Cancellation or change of flights operated by Air Europa

• Reaccommodation without charge to the passenger, maintaining the conditions applicable to the contracted service; or
• Full refund, payable within 12 months from the date of the cancelled/changed flight, or by means of a credit (voucher) valid for 18 months from the date the passenger receives this credit, which may be used on their own behalf or on behalf of a third party.

Cancellation or change of flights requested by the passenger

• Reaccommodation upon payment of fees and any fare difference, if applicable; 
• Refund of the ticket price less applicable fees and/or fines, payable within 12 months from the date of the cancelled/changed flight; or 
• Full refund of the ticket via voucher, valid for 18 months from the date the passenger receives this credit, which may be used on behalf of the passenger or a third party.

ANAC Resolution 400/2016

Delay, Cancellation, Interruption of Service and Prejudice

The carrier must offer the alternatives of reaccommodation, reimbursement and execution of the service by another mode of transport, and the choice should be of the passenger, in the following cases: 

I - flight delay for more than four hours in relation to the originally contracted time; 

II - flight cancellation or service interruption; 

III - passenger is denied boarding; and 

IV - loss of subsequent flight by the passenger, in connecting flights, including in cases of change of airports, when the cause of the loss is the carrier. 

Sole Paragraph. The alternatives provided in the epigrafh of this article should be immediately offered to passengers when the carrier has information in advance that the flight will be delayed more than 4 (four) hours from the originally agreed time.

Reimbursement

The deadline for refund will be 7 (seven) days from the date of the request made by the passenger, and must be observed the means of payment used to purchase the airline ticket.

The refund may be made in credits for the purchase of airline tickets, subject to the passenger's agreement.

Incident with baggage

As per art. 33, paragraph 2, of ANAC Resolution 400, Air Europa sets a reimbursement limit of 50 euros per day for a maximum of 21 days in the event of lost baggage or any costs incurred by the passenger for being away from home. Reimbursement of these expenses will be made via bank transfer within seven days after submitting the receipts for the expenses. Identity of the holder of the PIR (Property Irregularity Report), written and signed by the holder of the PIR, baggage or copies, PIR number ( For this purpose, the following documentation is required for baggage) or a copy of it, and proof of expenses associated with the baggage incident. The amounts paid in this regard will be deducted from any reimbursement that may correspond to the passenger in accordance with the applicable legislation.

Air Europa may transport armed passengers or passengers in custody in exceptional circumstances and at the request of the Government. In these cases, the operator must be consulted as regards the procedures to be adopted for transport, which will be carried out in accordance with current legislation.