Compensation for your baggage
Even though we do everything we can to avoid it, sometimes baggage gets lost, delayed, or damaged. If this happens, we can offer you several refund or compensation options.
Did you have to buy extra items at your destination, such as clothing and toiletries, because your checked baggage was delayed? Please report this to us within 21 days from the day your luggage was delivered to you.
You can get a maximum of EUR 60 (in reais) for each day that your baggage was delayed, with a maximum of 21 days. Please keep the receipt of the items you bought and send us a copy, along with your CPF and bank account reference in Brazil.
Something you never hope to experience: your baggage gets lost. If you didn't get your suitcase back within 21 days after the arrival of your flight, via e-mail. We’ll work this out together. Please include the receipts and proof of purchase of the items you had to buy in the absence of your suitcase and send this to us along with your CPF and bank account reference in Brazil.
Please note that one of the outcomes may be that we recommend contacting your insurance company. Most insurance policies cover loss based on the value of the property.
Unfortunately, sometimes your baggage gets damaged during transport. Regular handling of your bag may leave scratches, marks, minor dents, and other signs of use. We are not liable for these smaller damages. Is your baggage damaged more severely? Please report this to the baggage desk at the airport as soon as possible.
Did you discover the damage after leaving the airport? Please report this within 7 days after your arrival.