All About Luggage at Azul
Check out sizes, what to bring, how to solve problems, and more about checked, carry-on, and personal, or special luggage.
What to do to resolve luggage issues?
It's necessary to report what happened as soon as possible, so the airport can help resolve it as quickly as possible.
For any problem, the steps are the same. Check them out below.
Done! With your RIB filed, the airport can proceed with the search. In case of loss, you will receive updates during the first 5 days.
If needed, you can also check Azul's customer service channels on the same page.
Emergency Assistance for Lost Luggage Cases
When it's confirmed that the luggage has been lost, Azul provides financial compensation for emergency expenses during the days you are without your suitcase.
The amounts vary according to the destination and the number of days of loss, check below:
Up to R$ 100,00 on the first day of loss
An additional R$ 25,00 per day for the next four days
Total limit up to R$ 200,00 in case the luggage is not located
My luggage still hasn't been found, what now?
If your luggage hasn't been found after 5 days since you opened your request, you need to open a protocol at our customer service center.
This way, Azul can follow your case more closely with the airport and send updates directly to your email.
Remember: you can also track the new protocol whenever you want on our request page.
My luggage was damaged, what to do?
In cases of damage, it's also necessary to report the problem at the service counter in the arrival area and open a Baggage Irregularity Report (RIB).
At the counter, the airport will assess the damage and guide you on the next steps or possible solutions.
If you noticed the damage after having already left the airport, it will be necessary to return to the arrival area. Because the damage assessment needs to be done in person at the service counter.
Frequently Asked Questions
In these cases, we recommend that you access the website or contact the company directly to consult their rules and restrictions related to luggage.
If you want to know if you can transport an object or not, for example, you need to verify this information with the companies involved in your trip. If it is allowed in all, you must follow the rules of each one for transportation.
If you need more help, ask your question here with Céu, Azul's Virtual Assistant.