Azul Brazilian Airlines Missed Flight Policy

Overview

Azul Brazilian Airlines, a low-cost carrier based in Barueri, Brazil, operates under its Contract of Carriage and applicable regulations, including EU Regulation 261/2004 for flights departing from or arriving in the EU. The missed flight policy outlines options for passengers who miss their flights due to personal reasons or airline-related issues, such as delays or cancellations. Outcomes depend on the fare type (Economy, Azul Business Class), ticket conditions, and the reason for missing the flight. Azul’s policies aim to provide flexibility while adhering to Brazilian aviation regulations set by the National Civil Aviation Authority (ANAC).

Missed Flight Due to Passenger’s Responsibility

If you miss your flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following applies:

• Non-Refundable Tickets (e.g., Economy Promo): If you are marked as a no-show, the ticket value is forfeited, and the entire itinerary, including onward and return flights, is canceled. Passengers must cancel at least two hours before departure to avoid penalties. Taxes and fees may be refunded if requested within one year of ticket issuance. Rebooking may incur a no-show fee, depending on fare rules.
• Flexible Fares (e.g., Economy Flex, Azul Business Class): If you notify Azul before departure, you may rebook for a fee plus any fare difference. Standby for the next available flight may be requested within two hours of departure, subject to availability and fees, which may be waived for TudoAzul elite members (Diamante or Topázio).
• No-Show Policy: A no-show without prior notification results in ticket forfeiture. For TudoAzul award tickets, missing a flight may lead to mileage forfeiture for the missed segment. Rebooking after a no-show incurs a penalty plus fare differences. Notifying Azul within 24 hours of the missed flight may allow ticket reuse, subject to fare restrictions and penalties.
• 24-Hour Cancellation Policy: For tickets purchased directly from Azul, you can cancel within 24 hours of booking for a full refund if booked at least seven days before departure, even for non-refunded tickets. This applies to all flights, including those to and from the U.S.
• Special Circumstances: If you miss your flight due to emergencies like a family member’s death, cancellation fees may be waived upon submission of documentation (e.g., death certificate) within the ticket’s validity period.

Missed Connecting Flight Due to Airline Delays

If you miss a connecting flight due to a delay or cancellation of an Azul-operated flight within the same booking, Azul will assist as follows:

• Rebooking: Azul will rebook you on the next available Azul or Star Alliance partner flight (e.g., United Airlines) in the same travel class at no extra cost. If no flights are available until the next day, hotel accommodations and airport transfers may be provided for delays within Azul’s control.
• Right to Care: For delays within Azul’s control lasting two hours or more, Azul provides meals, refreshments, and access to communication (e.g., two phone calls or emails). For overnight delays, hotel accommodations and airport transfers are offered where available. Assistance is not guaranteed for delays beyond Azul’s control, such as weather or air traffic control issues.
• Compensation: For EU-regulated flights delayed three hours or more at the final destination due to reasons within Azul’s control, you may be eligible for compensation under EU Regulation 261/2004, ranging from €250 for flights up to 1,500 km, €400 for flights between 1,500 and 3,500 km, to €600 for flights over 3,500 km. Compensation is not available for extraordinary circumstances, such as weather or strikes. For non-EU flights, Azul may offer vouchers or TudoAzul miles as a goodwill gesture, but cash compensation is not required.
• Refund Option: If you choose not to travel due to a significant delay or cancellation, you may request a full refund for the unused portion of your ticket, including taxes and fees, even for non-refunded tickets. Refunds are processed within seven days for credit card purchases and up to 20 days for other methods.

Steps to Take if You Miss a Flight

If you miss your Azul Brazilian Airlines flight, follow these steps:

1. Contact Azul Immediately: Visit an airport ticket counter or gate agent or contact the Azul Customer Service Center. If booked through a travel agency, contact the agency directly.
2. Provide Booking Details: Have your booking reference, e-ticket number, or TudoAzul number ready, available in your confirmation email or the Azul app.
3. Explore Options: Request rebooking (subject to fees and fare differences for non-flexible tickets) or standby for a same-day flight, if available. For flexible fares, rebook without fees via the Manage Booking section on the Azul website. For non-refunded tickets, request a refund for taxes and fees or a full refund if within the 24-hour cancellation window. For emergencies, submit documentation for fee waivers. For delays within Azul’s control, request meals, accommodations, or compensation.
4. Submit a Claim (if applicable): For delays or cancellations within Azul’s control, file a claim through the airline’s customer service with your booking reference, boarding pass, and receipts. For EU-regulated flights, claims can be submitted within three years. Third-party services like AirHelp or AirAdvisor can assist with claims.

Additional Information

Policies vary by fare type, destination, and booking channel. Check the Contract of Carriage or Help Center for updates. Monitor flight status via the Azul app or website to avoid missing check-in deadlines. If you have checked luggage, inform the airline immediately to avoid complications with onward flights. Azul’s website may require a CPF number for Brazilian residents or a TudoAzul membership for foreigners to manage bookings, which can complicate online processes.