A delayed or canceled flight changes your plans, but it doesn't leave you without options. There are practical steps for handling the situation at the airport, plus general rights under Brazilian civil aviation regulation that are worth knowing before you need them.
Many people's first instinct is to rush to the airline's counter, but that's not always the fastest route. The airline's app, chat support channels, and even self-service kiosks can handle rebooking faster than a physical line, especially when the delay affects many passengers at once.
At the airport
What to Do as Soon as You Learn of a Delay or Cancellation
- 01
Confirm the official information
Check the flight status directly in the airline's app or website before making any decision — airport boards sometimes take a while to update.
- 02
Keep all your records
Screenshots, notification emails, and your boarding pass itself will help if you need to file a formal complaint later.
- 03
Ask about rebooking options
In case of cancellation or a long delay, the airline should offer alternatives, such as rebooking on another flight or a refund.
- 04
Ask about material assistance
Depending on the wait time, you may be entitled to things like meals, communication, and, in cases of a forced overnight stay, lodging and transportation.
Passenger rights
What Civil Aviation Regulation Guarantees, Broadly Speaking
ANAC sets general assistance rules based on wait time. Each situation can vary, but the logic usually follows this pattern:
| Wait Time or Situation | What's Usually Offered |
|---|---|
| From 1 hour of waiting | Communication, such as phone or internet access |
| From 2 hours of waiting | A meal appropriate to the time of day, usually via voucher |
| When an overnight stay is forced | Lodging and transportation between the airport and the accommodation |
| Cancellation or denied boarding | The right to choose between rebooking on another flight, a full refund, or transport by another means |
It's worth remembering that these general rights exist regardless of the reason for the delay, except in cases clearly recognized as force majeure, such as extreme weather or an airport closure ordered by authorities. Even in those cases, keeping the passenger informed about what's happening is an obligation on the airline's part.
Decision
Flight Canceled: Rebooking or Refund?
If the cancellation happens well ahead of the trip and you have date flexibility, rebooking tends to be the most practical option — you still get to your destination without having to redo your entire flight search. But if the cancellation completely upends your plans, or the new option offered doesn't work for you, requesting a full refund tends to be the safer path.
To avoid wasting time
- 1
Download the airline's app before you travel
It's the fastest channel for tracking schedule changes and, in many cases, booking your rebooking without relying on the counter.
- 2
Write down your booking reference
Having your confirmation code handy speeds up any kind of support, whether in person, by phone, or via chat.
- 3
Ask for everything in writing
If the airline offers a voucher, lodging, or a refund, ask for confirmation by email or message, not just verbally.
- 4
Consider searching for a new ticket in parallel
If the rebooking timeline is uncertain and your trip is urgent, comparing new options, like on Viajante Promo, gives you a backup plan while you sort out the rebooking.
Common questions
Frequently asked questions
Is every airline required to offer lodging in case of a delay?
It depends on the wait time and whether an overnight stay is needed. In long delays that force the passenger to spend the night at a connection point or origin, the airline is usually responsible for offering lodging and transportation.
Can I choose a refund even if the airline offers another flight?
In case of a cancellation or major delay caused by the airline, the passenger can generally choose between rebooking and a full refund of the amount paid, even if the airline has already offered an alternative flight.
Does a weather-related delay come with the same assistance?
Material assistance, such as meals and communication, generally applies regardless of the reason for the delay. What can change is liability for additional compensation in cases recognized as force majeure.
Where do I file a complaint if the airline doesn't resolve it at the airport?
Besides the airline's own support channel, you can turn to official consumer protection and civil aviation channels, which track airlines' response times.
Is it worth buying a new ticket while waiting for rebooking?
If your trip has a commitment with a fixed deadline, yes — it can be worth searching for another option in parallel, so you're not relying solely on the airline's response time.
Who wrote this
Who wrote this
Natalie Soares
Covers passenger rights and behind-the-scenes of Brazilian commercial aviation.
Equipe Viajante Promo
We turn price and availability data into simple guidance to help you save on your next trip.