Airfare Refund: How to Request, Types, and Deadlines
According to ANAC, the highest number of flight complaints in 2022 was due to issues with airfare refunds.
With over 36,000 complaints, refunds led a list that included issues with baggage, ticket purchases, and flight changes. Therefore, it’s important to be aware of what to do in cases of refund issues, whether due to deadlines or the amount to be received.
How does airfare refund work?
As with any complaint, we must rely on some law to proceed with our rights. In the case of ticket refunds, ANAC Regulation nº 400 is responsible for dictating the rights and duties of passengers and airlines in situations related to issues with our flights.
Airfare refunds are a relatively simple process, as long as the passenger is aware of the airline’s policies and acts quickly. Additionally, depending on the type of ticket purchased, the passenger may claim—partially or fully—or not be eligible for a refund. See how the types of tickets are divided.
Fully Refundable Tickets
Also known as full refund, some airline tickets are 100% refundable, which means you can request a refund at any time before the flight, subject to the airline’s policies. Generally, these tickets are more expensive but offer flexibility.
Partially Refundable Tickets*
Also known as semi-refundable tickets, they are an intermediate option between fully refundable and non-refundable tickets. These tickets offer the advantage of allowing partial refunds under certain conditions. Typically, partially refundable tickets include:
- Possibility of partial refund only in specific situations, such as cancellations with a minimum notice period.
- Application of fees or penalties in case of cancellation, which reduces the refunded amount.
- Flexibility to change the flight date, subject to additional costs.
- Option to receive a credit for future travel instead of a cash refund.
Non-Refundable Tickets
With this type of ticket, usually, you can only receive a refund if the airline cancels the flight. However, in certain situations and with specific airlines, you may have the option to change the flight date or obtain credit for future travel.
Types of airfare tickets
When it comes to refunds, there are two types of airfare tickets: refundable and non-refundable. This is usually defined in your purchase agreement. Understand each of these ticket types:
*The specific characteristics of partially refundable tickets may vary between airlines. Therefore, it is very important to check individual policies when making your reservation.
Where to find the airline transportation contract? The airfare purchase agreement is usually in the confirmation email or the documentation provided by the travel agency at the time of purchase or booking.
Therefore, we recommend that you always choose the ticket that best suits your needs. If you are an inexperienced traveler, it’s important to ensure that, if any issue arises and you cannot fly, you receive a full refund. On the other hand, if you are a more experienced traveler, you may rarely choose a refundable option, as it is more expensive and, depending on the situation, may not have many other advantages.
Can you cancel a flight ticket and get your money back?
The direct answer to this question is YES. However, as with most things, there are some exceptions. According to Article 11 of ANAC regulations, any passenger may cancel their flight ticket without any penalty, provided that the cancellation is made within 24 hours of receiving the purchase or reservation confirmation.
It is also essential to understand that this regulation only applies if the purchase is made at least 7 days before the departure date. This rule is in place to protect passengers' rights while also considering the airline's interests, allowing them time to resell the seat made available due to the cancellation. Here is a practical example:
| Purchase Date | Flight Date | Right to Free Cancellation |
|---|---|---|
| 01/01/2023 | 06/01/2023 | |
| 01/02/2023 | 28/02/2023 |
How to cancel an airfare ticket and get a refund?
If you bought a ticket for the wrong date or, for some reason, can no longer travel and want to cancel your ticket, you should proceed as follows:
Directly with the airline
By phone, Email, Online or Chat
Contacting your travel agency*
*For agencies, it’s important to check if there are any penalties for flight changes. Many companies charge additional fees for such procedures. We recommend asking the agency about possible flight change costs before booking. These costs are not related to the airline.
Prioritize phone contact. This way, you ensure you will be attended to within the 24-hour established deadline. Don’t forget to request confirmation by email.
Cancellation and refund for extraordinary reasons
Just as airlines have extraordinary reasons to change a flight, passengers may also experience unforeseen circumstances and be unable to board their flight. Most airlines sympathize with specific reasons for cancellation and consequent flight cancellation by the passenger. Here are the most common reasons:
Problemas de saúde;
Emergências familiares;
Compromissos de trabalho;
Passagem não utilizada;
Restrições de viagem.
In cases of illness or death, it is very likely that the company will accept your refund request, even if it’s beyond the 7-day deadline proposed by ANAC. However, work commitments are generally not deemed refundable by airlines.
Personal Illness
If you or a family member is ill and this prevents your travel, most airlines will allow cancellation or reservation change, as long as appropriate medical documentation is provided, such as a medical certificate.
Family Member’s Death
In the event of a close relative’s death, many airlines have compassionate cancellation policies that allow the passenger to cancel or reschedule their ticket without additional charges. It’s important to notify the airline as soon as possible and provide documents that prove the situation.
Avoid headaches with possible unforeseen events and purchase travel insurance that covers cancellation costs. Doing so guarantees you will get your money back if cancellation is necessary.
What is the deadline for airfare refunds?
Normally, when it comes to refunds requested by the passenger and within the 24-hour deadline—set by ANAC—the airline has up to 7 days to return the money. However, in cases of non-compliance, this period may vary, and depending on the passenger’s request, the refund may be denied if the company is within its rights. In such cases, it is most common for the passenger to contact the airline and try to negotiate amicably, as it’s in the interest of both parties to avoid legal action for such issues. If the company refuses to negotiate, we recommend hiring a professional service. If you believe your rights were violated and would like to speak with a specialist in the field, do not hesitate to contact Voo Meu! Your right is our mission!
Was your refund denied and you believe you are entitled to your money back? Contact our specialists and leave the headache to those who understand the matter. Count on iKlaim!
When the refund is due to flight issues, such as cancellations, denied boarding, and delays, the company must refund the passenger under the following terms, according to Article 30 of ANAC’s Resolution nº 400:
| Refund Condition | Explanation |
|---|---|
| Integral | Se solicitado no aeroporto de origem, de escala ou conexão, assegurado, nestes 2 (dois) últimos casos, o retorno ao aeroporto de origem; |
| Proporcional | Proporcional ao trecho não utilizado, se o deslocamento já realizado aproveitar ao passageiro. |
The refund can be credited in various ways, but always according to the passenger’s preference. The airline can NEVER force the customer to choose the most advantageous option for it. That said, if the passenger agrees to the offer, the company may issue a voucher or credit for the agreed amount with the passenger.
The credit or voucher can be used in the name of third parties. Thus, it is often advantageous for the passenger to accept this offer (which often exceeds and even doubles the original ticket value).
What is the refund amount for my ticket?
Typically, the refund amount is the same as the original ticket value; however, many extras may be added to this penalty if it applies to your case. For example, if your flight was delayed and due to that delay you had to spend on food, transportation, or accommodation, the company is obligated to cover these extra expenses.
Not all extra expenses will be refunded, only those related to basic necessities such as food, transportation, hygiene, and accommodation. Therefore, don’t buy a PlayStation and expect a refund.
According to ANAC’s Article 4, the total ticket price must include the following items:
Valor dos serviços de transporte aéreo;
Tarifas aeroportuárias;
Amounts due to government entities to be paid by the ticket buyer and collected through the carrier.
If the passenger added extra services—such as an extra bag, insurance, etc.—the value of this service must also be refunded. In addition to the refund, depending on the situation—the reason for the refund, the location of the incident, etc.—the passenger may request additional compensation for the inconvenience and consequences caused by the situation.
Refund and compensation in Brazil
As previously mentioned, if a flight is canceled or delayed for reasons beyond the passenger’s control, it is possible to receive not only a refund but also financial compensation for the inconvenience. However, unlike in Europe, ANAC does not set a specific value for this issue.
In such cases, it is most common for the passenger to contact the airline and try to negotiate amicably, as it’s in the interest of both parties to avoid legal action for such issues. If the company refuses to negotiate, we recommend hiring a professional service. If you believe your rights were violated and would like to speak with a specialist in the field, do not hesitate to contact Iklaim! Your right is our mission!
Is it legal to offer a voucher as compensation? Yes, it is legal and often more advantageous. Typically, the amounts offered in vouchers are higher than the original ticket value. If you plan to travel or are a frequent traveler, we recommend comparing the offer before accepting it.
Refund and compensation in Europe
For flights departing from or arriving in the European area, the law is somewhat different, but it hits where it matters most: the pocket. Regulation nº 261/2004 provides for financial compensation for delays, denied boarding, or flight cancellations. The amounts vary depending on each situation. See the table:
| Refund Condition | Compensation Value |
|---|---|
| Short-haul flights (up to 1,500 km) | 250€ |
| Medium-haul flights (between 1,500 and 3,500 km) | 400€ |
| Long-haul flights (over 3,500 km) | 600€ |
The above values apply whenever the flight delay exceeds 2 hours—for distances up to 1,500 km—and 3 hours for longer distances. Note that only extraordinary circumstances are not subject to compensation. However, a refund is guaranteed if the passenger so chooses.
It’s important for passengers to distinguish between refunds and compensation. The former is the right to recover the paid airfare, while the latter is a concession/compensation offered by the company, either judicially or legally, as in the case of flights originating or destined for Europe.
What does consumer law say about refunds?
In Brazil, consumer law establishes both rights and duties for the airline and the passenger. It’s common to think we always have rights, regardless of the situation, but that’s not always the case. We must remember that, although we are clients, we cannot always claim something we are not entitled to (and we agree with this as long as we know the terms when we buy). Here’s what consumer law establishes in cases of refunds or issues with flights:
Right to Withdrawal
Right to withdraw from a purchase within a specific period, usually 7 days after purchase.
Rights in case of delays
In the event of significant delays, it is the airline’s obligation to offer assistance, a refund, or rebooking.
Rights in case of cancellations
Requirement that the airline offers passengers the option of a refund or rebooking on an alternative flight.
Right to Information
Clear and transparent information about cancellation, refund, and change policies.
It’s important to note that consumer laws can vary widely from country to country and may be updated over time. Therefore, it’s essential to check the specific regulations of the country you’re traveling to or from and the airline’s policies when planning a trip and in case of the need for cancellation or refund.
It is essential for passengers to understand their rights before, during, and after purchasing their tickets. Always be aware of cancellation and refund policies to avoid headaches in extraordinary situations. If you wish to withdraw from your purchase, remember to do so within 24 hours and always at least 7 days before departure. Doing so ensures your rights are not violated.