Brazil gives airlines 10 days to resolve traveler complaints via Anac Passageiro

Brazil’s civil aviation regulator, ANAC, now handles unresolved passenger complaints through Anac Passageiro, a single online portal that went live on April 14, 2026. Travelers log in with a gov.br digital ID, pick the flight and airline, upload documents and choose from 17 complaint types, including delay, baggage damage, denied boarding and refund disputes.

Airlines have 10 calendar days to respond. Passengers then have up to 30 days to rate the reply. Cases that get fewer than 3 out of 5 stars move automatically to ANAC supervision.

Who it affects

The platform covers passengers flying into or out of Brazil, including tourists, expats and digital nomads. It also applies to business travel, since employers can file cases for stranded staff or missed connections.

All scheduled carriers serving Brazil are covered, including LATAM, Gol, Azul, Voepass and foreign operators with fifth-freedom rights. ANAC said airlines must register compliance officers within 15 days of launch and quarterly dashboards will show the carriers with the highest and lowest satisfaction scores.

What travelers should do now

Passengers must first try to resolve the issue directly with the airline before filing a case in Anac Passageiro. They also need supporting documents on hand and a gov.br login to submit the complaint. If the airline misses the 10-day deadline, ANAC treats that as tacit fault and can double any eventual penalty.

The agency can fine carriers up to R$200,000 per infringement. Travelers looking for broader trip-planning context can check our visa updates and Brazil guide for more.