Are you unhappy with an airline and don't know how to resolve the issue? Read the article we have prepared for you and learn how to file a complaint through ANAC to solve your problem.
To the air travel in Brazil increased again in 2019 and are expected to increase even further in 2020, according to ANAC. Whether for work, family reasons or leisure, it is a fact that Brazilians are traveling more. Knowing this, airlines seek to improve their prices and services to ensure good service to passengers, but this does not always happen. Just as the increase in passengers, complaints also increased.
To try to solve the problem in the best way possible, ANAC offers consumers an online complaints service through a platform or by telephone, quickly and easily, without leaving the comfort of their home.
In this article, we will explain what ANAC is and how it operates in Brazil, as well as explaining, step by step, how to file a complaint through the website. We will also present the most common complaint topics according to the Agency itself. Continue reading the article and find out how to solve your problem.
Read also about: Total Express – Telephone, Complaint
What is ANAC and how does it work?
The National Civil Aviation Agency (ANAC) was founded in 2005, but only began operating in 2006, replacing the Civil Aviation Department (DAC). ANAC is a federal agency under a special regime, that is, an autonomous agency created by law to oversee a public regime.
The agency is directly linked to the Ministry of Infrastructure and is responsible for regulating, verifying and ensuring the safety of civil aviation activities and aeronautical and airport infrastructure in Brazil.
According to the ANAC Creation Law (Law No. 11,182), the agency established competencies to be followed, respecting the Federal Government guidelines. The main competencies include:
- Represent Brazil before international aviation organizations and negotiate agreements and treaties on international air transport;
- Issue rules on security in airport areas and on board civil aircraft;
- Grant, permit or authorize the operation of air services and airport infrastructure;
- Establish the tariff regime for the operation of airport infrastructure;
- Manage the Brazilian Aeronautical Registry (RAB);
- Approve, register and record aerodromes;
- Issue airworthiness certificates attesting to aircraft, aeronautical products and processes and maintenance workshops;
- Inspect air services and civil aircraft;
- Certify licenses and qualifications of civil aviation professionals;
- Authorize, regulate and monitor the activities of aeroclubs and civil aviation schools and courses;
- Repress violations of sector regulations, including those regarding users’ rights, applying appropriate sanctions.
How to make a complaint
ANAC recommends that you initially make the complaint to the airline's own customer service, which can be done via telephone, in person at the airport or electronically.
If the problem is not solved, just follow a few points:
- Access to consumer platform ;
- Select the company with which you had problems on the consumer platform;
- You will be redirected to another page to make your complaint;
- Click on the option Register a Complaint;
- Answer a few questions about your situation regarding the issue with the company;
- Report the problem that occurred (if you have attachments that help prove your complaint, simply add them to the attachments tab);
- Confirm your claim.
Done! Your complaint will be registered and responded to by ANAC within 10 days.
In addition to the website, it is possible to report complaints, ask questions, make compliments and suggestions via landline or cell phone at number 163. The service operates from 8 am to 8 pm, in Portuguese, English or Spanish. The services are also available on the website in the category Contact ANAC.
ANAC Social Networks
According to the Agency, ANAC's main objectives in being on social media are to inform society about its activities, generating broad dissemination of relevant topics and allowing user interaction.
Currently, ANAC is in:
It is important to highlight that complaints against airlines must be registered on the consumer platform as mentioned above.
Social media relationship policy
According to the Agency, their profiles have a commitment to provide information to the user, therefore, users will be blocked and/or comments will be deleted if they perform any of the following points:
- Aggressive, offensive or obscene users and comments;
- Users who propagate prejudices of any kind or incite violence;
- Manifestations of racism, sex or pedophilia;
- Fraudulent and defamatory comments;
- Comments that constitute advertising, spam or redirects to sites that are not related to the content of the page or discussion;
- Users who speak on behalf of ANAC without due authorization;
- Users who violate electoral law, and/or mention candidates, parties or coalitions.
Main passenger complaints
The National Civil Aviation Agency (ANAC) released a report in November 2019 on complaints made by passengers in the second quarter of the year alone.
The company that received the most complaints was Avianca with 6534, followed by Latam with 2992, Gol with 2187 and lastly Azul with 1513.
Another interesting fact is that Avianca, the company that received the most complaints, was also the company that transported the fewest passengers in the second quarter, with 502,248, followed by Azul with 6,405,590, Gol with 8,131,392 and lastly Latam with 8,320,360 passengers transported.
The most common complaints about companies are:
- Flight change by airline (31.6%);
- Refund (21%);
- Offer and purchase of tickets and services (14.8%).
Another survey conducted by ANAC shows that between 2017 and 2018, the topics that received the most complaints were related to flight execution services, that is, how the company deals with cancellations and delays and the values and contract rules.
Did you see how easy it is to file a complaint about an airline through the ANAC platform? Did you like the content we have prepared for you? Share the article with your friends and on your social networks so that more people have access to this content and can file their complaints quickly and easily.
