AIR TRANSPORTATION

AIR PASSENGER TRANSPORTATION CONTRACT

The present contract (hereinafter referred to as "Contract"), executed in Portuguese, is subject to and complemented by the Brazilian Aeronautical Code (Law No. 7,565, December 19, 1986), Civil Code (Law No. 10,406, January 10, 2002), Resolution No. 400, December 13, 2016, and Resolution No. 280, July 11, 2013, both from the National Civil Aviation Agency – ANAC, Montreal Convention, 1999 (in the case of international transport) and other applicable laws, and regulates the provision of regular and individual domestic and international passenger air transport services by AZUL LINHAS AÉREAS BRASILEIRAS S/A, a company headquartered at Avenida Marcos Penteado de Ulhôa Rodrigues No. 939, 9th floor, Castelo Branco Office Park Building, Jatobá Tower, Tamboré, Municipality of Barueri, State of São Paulo, ZIP Code 06460-040, duly registered with the CNPJ/MF under No. 09.296.295/0001-60 (hereinafter referred to as "AZUL").
 

1. GENERAL PROVISIONS
 

1.1. The ticket (Air Travel Receipt), issued physically or electronically (hereinafter referred to as "Ticket") and the baggage receipt are part of this Contract.

1.2. The term "Passenger" refers to the user of the air transport service provided under the terms of this Contract.

1.3. The purchase of a Ticket by the Passenger signifies their express agreement with the provisions contained in this Contract, recognizing that a copy of this Contract is available at AZUL's counters and addresses and will be provided to interested parties upon request, at the time of Ticket purchase or at any other time, electronically. Additionally, this Contract is available for access at any time on AZUL's website at https://www.voeazul.com.br/br/pt/sobreazul/contrato-aereo.

1.4. No agent, employee, or representative of AZUL has the authority to alter, modify, or waive any provision of this Contract, and any modification made to this document at the time of contracting is invalid.

1.5. The term “Sales Channels” refers to the following means of ticket sales: (i) internet, through the website www.voeazul.com.br, (ii) browser or smartphone or tablet application (available for free on the Apple Store and Google Play), (iii) call center, through the phone numbers 4003.1118 (capitals and metropolitan regions) and 0800.887.1118 (other locations), (iv) any AZUL stores and airport counters, and (v) accredited travel agencies.

1.6. The term “CodeShare” is a cooperation agreement whereby AZUL sells Tickets for the transport of Passengers on flights and aircraft of another airline or another airline sells Tickets for the transport of Passengers on AZUL flights and aircraft.

1.7. The term “Interline” is a cooperation agreement that allows flights from two airlines to be issued on the same ticket, identified by the designator codes of the operating airline.

1.8. The term “PNAE” refers to a person with a disability, a person aged 60 (sixty) years or older, a pregnant woman, a nursing mother, a person accompanied by an infant, a person with reduced mobility, or any person who, due to a specific condition, has limited autonomy as a passenger.
 

2. TICKET AND RESERVATION

2.1. Fare Freedom and Freedom to Fly. The provision of AZUL's regular air services will be governed by the Fare Freedom and Freedom to Fly regime, under articles 48 and 49 of Law 11,182/2005, subject to the operational capacity of each airport and the regulatory standards for the provision of adequate service issued by ANAC, allowing AZUL to determine its own fares according to its business strategies in service management.

2.2. Fare Rules and Non-Transferability. The Ticket is personal and non-transferable, not even by endorsement, intended exclusively for the transport of the Passenger indicated therein, subject to applicable rules, including those regarding cancellation, refund, and rescheduling. The restrictions and penalties applicable to the Ticket are available at the time of purchase and upon consultation of AZUL's fare rules at https://www.voeazul.com.br/br/pt/sua-viagem/alteracao-e-cancelamento, ensuring that contractual penalties do not exceed the value of air transport services.

2.2.1. The Passenger or their agents must correctly fill in their personal data at the time of reservation.

2.2.1.1. In case of any incorrect information regarding the Passenger's identification on the Ticket, corresponding to their name, surname, or agnomen, the Passenger must request correction until the check-in moment, preferably within 24 hours of check-in. For international flights, the Ticket will be subject to date and time changes according to the operator's availability, and any costs may be passed on to the Passenger.

2.2.1.2. The possibility of correcting the information indicated in the above clause does not remove the individual character of the Ticket, and under no circumstances, under Brazilian law, can the information be changed to a third party's name.

2.2.1.3. Any changes to the identification information on the Ticket may depend on the in-person verification of identification documents by AZUL for security reasons.

2.3. Validity. The credit acquired by the Passenger and/or Purchaser (a natural or legal person different from the Passenger who purchased the Ticket) will be valid for a period of 01 (one) year from the date of Ticket issuance, under article 228 of the Brazilian Aeronautical Code. If the credit is insufficient to purchase another Ticket, the Passenger and/or Purchaser must supplement the amount or request a refund of the credit within that period, as provided in this Contract.

2.4. Reservation Confirmation. The reservation will only be considered "confirmed" upon payment validation.

2.4.1. If the Passenger pays for the Ticket by credit card, even after receiving the reservation confirmation, AZUL will conduct a registration evaluation of the Passenger. If the evaluation finds data discrepancies or a subsequent refund request by the credit card issuing bank, the reservation will be automatically "suspended" until the Passenger provides AZUL with another valid payment method among those listed as accepted on its website. If the Passenger does not have another payment method to purchase the Ticket within 24 (twenty-four) hours after the irregularity notice or within 04 (four) hours before the scheduled departure time, whichever occurs first, the reservation will be canceled.

3. PASSENGER ALTERATION AND TERMINATION

3.1. Itinerary/Time Change. Any change in schedule and/or itinerary will depend on AZUL's approval and seat availability in the class purchased by the Passenger and/or Purchaser, subject to the payment of any fees and fines, including administrative fees in case of refund, as well as any fare difference, according to AZUL's fare rules in effect at the time of the change.

3.2. Cancellation. In case of Ticket cancellation by the Passenger or Purchaser, a cancellation fee may be charged on the refund amount, according to AZUL's fare rules in effect at the time of purchase.

3.2.1 Right of Withdrawal. The user may cancel the purchased Ticket without charge, provided it is done within 24 (twenty-four) hours after Ticket issuance and receipt of the receipt, provided there is a lead time of 07 (seven) days or more before the departure date of the outbound flight.

3.3. No Show. In case of Passenger no-show for boarding with the necessary advance in any stage, the administrative fee will be deducted from the refund amount, according to AZUL's fare rules in effect at the time of purchase.

3.3.1. For the calculation of the no-show fee, the total value of the air transport services is considered.

3.3.2. If the Passenger does not use the initial leg of the ticket, in round-trip tickets, AZUL may cancel the return leg, except if the Passenger notifies, by the originally contracted departure time, that they wish to use the return leg, by contacting the Customer Service Center (4003.1118 - capitals and metropolitan regions and 0800.887.1118 - other locations), chat available on the website www.voeazul.com.br or travel agency.

4. AZUL ALTERATION AND TERMINATION

4.1. Delay, Cancellation, Service Interruption, and Denial of Boarding. AZUL will offer the alternatives of rebooking, refund, and service execution by another mode of transport, as chosen by the Passenger, in the following cases: (i) flight delay of more than 4 (four) hours from the originally contracted time, (ii) flight cancellation or service interruption, (iii) denial of boarding, and (iv) loss of subsequent flight by the Passenger, on connecting flights, including airport changes, when the cause of the loss is AZUL's responsibility.

4.2. Air Network Change. Changes made programmatically by AZUL, especially regarding the originally contracted schedule and itinerary, will be informed to Passengers at least 72 (seventy-two) hours in advance. If (i) the information is provided within a shorter period, and (ii) the departure or arrival time change exceeds 30 (thirty) minutes for domestic flights and 1 (one) hour for international flights from the originally contracted time, and (iii) the Passenger does not agree with the schedule after the change, AZUL will offer rebooking or full refund alternatives.

5. PASSENGER RESPONSIBILITIES AND OBLIGATIONS

5.1. Medical Information. The "PNAE" or responsible person must inform AZUL of the necessary special assistance: (i) at the time of contracting the air transport service; (ii) at least 72 (seventy-two) hours before the scheduled flight departure time for the "PNAE" who needs an escort or medical documents; (iii) 48 (forty-eight) hours before the scheduled flight departure time for the "PNAE" who needs other types of assistance.

5.1.1. The "PNAE" or their responsible person must send the Medical Information Form – "MEDIF" – duly signed and filled out by the Passenger's doctor, if applicable, to AZUL's Medical Department for evaluation, at least 72 (seventy-two) hours before boarding, if the Passenger: (a) suffers from an illness or disability that affects their health and well-being or even other Passengers and crew; (b) has recently undergone surgery; (c) has an unstable health condition; (d) poses a risk to flight safety or punctuality; (e) needs medical attention or accompaniment and/or special equipment for boarding, disembarking, and/or during the flight. More information can be found at https://www.voeazul.com.br/br/pt/ajuda/assistencia-especial?topic=Assist%C3%AAncias+Especiais%3A&content=3%40Pessoa+com+defici%C3%AAncia+f%C3%ADsica and https://www.voeazul.com.br/br/pt/ajuda/medif.html.

5.1.2. The "PNAE" or their responsible person may request the FREMEC card – by sending the Medical Information Form for evaluation by AZUL's Medical Department, at least 07 (seven) business days before the flight, duly signed and filled out by the Passenger's doctor, if applicable, according to current legislation, if the Passenger has a stable chronic disease, such as mobility impairment, visual impairment, or hearing impairment. More information can be found at https://www.voeazul.com.br/br/pt/ajuda/medif and https://www.voeazul.com.br/br/pt/ajuda/fremec.

5.1.3. There may be restrictions on services provided when conditions do not guarantee the Passenger's health and safety, based on conditions provided in ANAC normative acts, AZUL's general operations manual, or AZUL's operational specifications.

5.2. Check-in and Boarding Presentation. The Passenger must present themselves at the airport for check-in and baggage drop-off at least 90 (ninety) minutes before the aircraft's departure time for domestic flights. For international flights, 180 (one hundred and eighty) minutes, carrying the necessary travel documents, and timely appear for boarding, according to the boarding pass instructions. Check-in and baggage drop-off for domestic flights will close 60 (sixty) minutes before the flight, and for international flights, 90 (ninety) minutes before departure. If the above conditions are not met, AZUL has the right to cancel the reservation and deny boarding.

5.3. Visas and Travel Documents. Passengers over 12 (twelve) years old must present, at check-in, an original personal identification document with a photo, with public faith and validity throughout Brazil, according to the requirements of the aviation authority, in addition to complying with the laws of their country of origin and each country to be visited, as provided in Decree No. 5,978, December 4, 2006. The lack of proper documentation will prevent the Passenger from boarding. For example, the following documents will be accepted for Brazilian citizens: (i) Identity Card – RG, issued by the State or Federal District Public Security Secretariat; (ii) Identity Cards issued by ministries and agencies under the President of the Republic; National Driver's License; (iii) Professional Cards issued by Councils; (iv) Work Card; (v) Passport. The following documents will be accepted for foreigners: (vi) Passport; (vii) National Foreigner Registration – RNE; (viii) Diplomatic and Consular Identities.

5.3.1. Provided it allows proper Passenger identification, a certified copy of the identification document will be accepted for boarding Brazilian citizens on domestic flights;

5.3.2. Exclusively for passengers under 12 (twelve) years old, an original or certified copy of the birth certificate will be accepted as an alternative to the identification document with a photo for boarding domestic flights;

5.3.3. In cases of theft, robbery, or loss of the identification document, a Police Report demonstrating such fact will be accepted exceptionally. For security reasons, AZUL may refuse to accept Police Reports issued more than 30 (thirty) days ago and that do not state the document's validity. The acceptance of the Police Report for boarding minors under 16 (sixteen) years old, in case of loss of usual documents, will be conditioned to the presentation in the Police Report of information that allows comparison with the documents of their legal guardians, such as full name, documentation, and legal guardian's relationship.

5.3.4. The Passenger is hereby warned that the lack of presentation of an identification document will result in the reservation's cancellation and the Passenger's inability to board, without any responsibility being attributed to AZUL.

5.3.5. Passengers who are denied entry into any state, country, or territory will be responsible for covering all fines, fees, or charges imposed on AZUL.

5.3.6. Minors. The transport of minors must also comply with the following conditions, in addition to meeting any requirements imposed by the Child and Adolescent Statute, the Juvenile Courts, as well as Resolution No. 295/2019 of the National Council of Justice and ANAC Ordinance No. 13.065/SAS of 2023.

5.3.6.1. On domestic flights:

5.3.6.1.1. Children aged 8 (eight) to 16 (sixteen) years old can travel unaccompanied if the conditions established at https://www.voeazul.com.br/br/pt/sobreazul/para-a-sua-viagem/menor-desacompanhado?topic=Veja+regras%3A&content=1%40Voos+nacionais are met and with judicial authorization, which will not be required in the cases listed in clause 5.3.6.1.2.

5.3.6.1.2. Judicial authorization will not be required if the child or adolescent (i) is accompanied by their parents or legal guardians, (ii) is accompanied by an adult with proven kinship (up to 3rd degree), or (iii) presents a public deed or private document with express authorization to travel unaccompanied, signed by any of their parents or legal guardian with a notarized signature by authenticity or similarity, (iv) by presenting a valid passport with express authorization for unaccompanied travel abroad, or (v) if the flight is to a contiguous district to the child's or adolescent's residence, if in the same Federation unit, or included in the same metropolitan region.

5.3.6.1.3. Minors under 16 (sixteen) years old will be allocated in the seat adjacent to their legal guardians, according to ANAC's normative resolutions, except in the case of the guardian purchasing seats in a superior class or different from the usual (SkySofa, Espaço Azul, etc.)

5.3.6.2. For international travel, it is necessary to be accompanied by parents or authorization from the child's or adolescent's guardian with a notarized signature if not accompanied by both parents. For more information, visit the National Council of Justice website: https://www.cnj.jus.br/programas-e-acoes/viagem-ao-exterior

5.4. Passenger Duties. Passengers' duties include, under the implication of security measures: (a) Being appropriately dressed and shod; (b) Refraining from behavior that causes discomfort, inconvenience, or harm to other passengers; (c) Not smoking on board; (d) Keeping sound, electronic, and telecommunications devices turned off that may interfere with the aircraft's operation or disturb other passengers' tranquility, complying with any request in this regard made by the crew; (e) Not consuming alcoholic beverages other than those provided by AZUL's onboard service; (f) Not carrying dangerous items in baggage or otherwise; (g) Not placing hand luggage in passenger transit areas or obstructing the use or access to emergency exits; (h) Not transporting hand or checked baggage that is not their property or whose contents are unknown; (i) Keeping under their guard and surveillance, while remaining in the passenger terminal, all their baggage duly identified; (j) Submitting to civil aviation security inspection, under the aerodrome operator's responsibility, under penalty of being denied access to restricted security areas and boarding the aircraft.

5.4.1. AZUL cannot be held responsible for the inability to board or the disembarkation of any Passenger who does not comply with the conditions presented in this Clause 5.4 or whose conduct poses any risk to AZUL's safety, its passengers, and/or its crew.

5.5. Captain's Authority. The Passenger must observe the notices transmitted in writing or otherwise by the crew and behave appropriately, according to the needs imposed by safety, good on-board coexistence, physical integrity of passengers, crew, and transported goods, and other aspects inherent to civil aviation. In this context, the aircraft commander exercises authority over the people and things on board, having the power to:

5.5.1. Prevent the boarding of a Passenger who is intoxicated or under the influence of narcotics or substances that cause dependency or psychic alteration;

5.5.2. Disembark at the first stop any Passenger who:

5.5.2.1. Is in the situations indicated above;

5.5.2.2. Becomes inconvenient, disturbing other passengers;

5.5.2.3. Refuses to obey instructions given by the crew;

5.5.2.4. Compromises good order and discipline;

5.5.2.5. Puts the safety of the aircraft and other Passengers at risk;

Boarding Denial. AZUL may also take the following measures:

5.6.1. Refuse to transport a Passenger who exhibited irregular and inappropriate behavior on a previous flight and may again compromise flight safety;

5.6.2. Prevent the transport of a Passenger who has not paid the fare, taxes, fees, or charges applicable to the Ticket, who does not present valid travel documentation to enter a country of destination or transit, who presents a Ticket improperly acquired through an unauthorized Sales Channel or subject to fraud, or who fails to provide the mandatory information required by ANAC Resolution No. 255/2012.

AZUL's Responsibilities and Obligations

6.1. AZUL is liable for any damages caused to the Passenger and checked baggage during the execution of the air transport contract.

6.2. AZUL will not be held responsible in the event of force majeure or proven determination by the aviation authority.

6.3. AZUL can only be held liable under its contractual responsibility, within the legal limits set by applicable and specific legislation.

Material Assistance and Rebooking on Domestic Flights. For incidents occurring within national territory, in cases of: (i) flight delay; (ii) flight cancellation; (iii) service interruption; or (iv) Passenger denial, if the Passenger opts to use AZUL's services, rebooking will be offered according to AZUL's or third-party flight availability, with material assistance provided to the passenger according to the following waiting times:

a) Over 1 (one) hour: communication facilities;

b) Over 2 (two) hours: meals, according to the time, by providing a meal or voucher, at AZUL's discretion;

c) Over 4 (four) hours: accommodation service, in case of an overnight stay, and round-trip transportation.

6.4.1. AZUL may not offer accommodation service to Passengers residing at the airport of origin.

6.4.2. AZUL will cease to provide material assistance when the Passenger agrees to rebooking on an AZUL flight, at a date and time of their convenience, or if the Passenger opts not to use AZUL's services and requests a refund of the ticket value.

6.4.3 To the “PNAE” and their companions, accommodation-related assistance will be provided regardless of the need for an overnight stay, except when there is available accommodation that meets their needs during the waiting period, with priority in their rebooking.

6.4.4 The Passenger's rebooking will be free of charge and will be done, at the Passenger's choice, on an AZUL or third-party flight, according to the shortest wait time, or on an AZUL flight, at a date and time convenient for the Passenger.

6.4.5. The interruption of the journey at a stopover airport at the Passenger's initiative or due to compulsory disembarkation from the aircraft in the cases indicated in clauses 5.5 and 5.6 will not entitle the Passenger to any refund, material assistance, or continuation of transportation to the contracted destination.

6.4.6. Interruption of the journey at a stopover airport will only be possible without additional fare if:

6.4.6.1. The Passenger expresses their intention before the start of the journey to the stopover where disembarkation will occur;

6.4.6.2. There is no legal or regulatory restriction;

6.4.6.3. AZUL's fare for the journey to the disembarkation point is lower than the Ticket value.

6.4.7. Denial of Boarding. Except for cases provided in ANAC Resolution No. 280/2013, if AZUL fails to transport a Passenger who (i) purchased a Ticket through one of the “Sales Channels,” without signs of fraud; (ii) presented themselves timely for boarding the originally contracted flight, carrying valid civil identification; and (iii) did not voluntarily accept compensation offered by AZUL; financial compensation will be paid to the Passenger by bank transfer, voucher, or cash, in the amount of:

a) 250 (two hundred and fifty) Special Drawing Rights – “SDR,” for domestic flights;

b) 500 (five hundred) SDR, for international flights.

International Flights

6.5.1. Compensation for damages on international flights follows the limits stipulated in the Montreal Convention, applicable and current legislation.

6.5.2. Passengers traveling to a final destination or stopover in a country different from the country of origin are informed that the provisions of the Montreal Convention may apply to the entire journey, including any segment within the country of origin or destination.

6.5.3. Passengers on international flights to or from the United States of America, for events occurring in the United States of America, will be subject to the provisions of the “Customer Service Plan” and “Tarmac Delay Plan,” as regulated by the United States Department of Transportation – DOT, available at https://www.voeazul.com.br/en/for-your-trip/international-flights/dot-contact-information.

6.5.4. In case of a flight delay exceeding 04 (four) hours, with the aircraft stopped on the runway of a United States airport, Passengers may disembark unless the commander does not authorize it for safety reasons or if the Airport Administration informs the commander that disembarkation will cause significant disruption to airport operations.

6.5.5. In case of a flight delay, with the aircraft stopped on the runway of a United States airport, AZUL will provide adequate food and potable water within a maximum of 02 (two) hours after the incident, unless the commander does not authorize it for safety reasons. While the aircraft remains on the runway, AZUL will ensure adequate sanitary facilities and medical assistance if necessary.

6.5.6. In case of a flight delay, with the aircraft stopped on the runway of a United States airport, AZUL will notify Passengers about the flight status every 30 (thirty) minutes, including the reason for the delay, when known. Additionally, AZUL will notify Passengers every 30 minutes about the possibility of disembarking from the aircraft if it is at the disembarkation gate or another area that allows disembarkation, with the door open, if applicable.

6.5.7. On international flights to or from Europe, for events occurring in European territory, Regulation (EC) No. 261/2004 of the European Parliament and Council, of February 11, 2004, will apply, establishing common rules for compensation and assistance to air transport passengers in case of denied boarding and cancellation, as well as significant flight delays.

6.5.8. On international flights to or from South America, the legislation of the respective country where the events occur will apply.

Refund

7.1. Refund Period. AZUL will initiate refund procedures within up to 07 (seven) days from the Passenger's request, with the actual refund subject to a different period, depending on the payment method and “Sales Channel” used by the Passenger.

7.1.1. Travel Agencies. For purchases made through travel agencies, the Passenger must request the refund from the intermediary, who will submit the refund or credit reversal request to AZUL, according to their own deadlines and procedures.

7.1.2. Credit. The Passenger and/or Purchaser may choose, instead of a refund, to keep the amount as credit, valid for 01 (one) year from the Ticket issuance date, provided the purchase was made directly with AZUL, ensuring free use of the credit, including for purchasing an airline ticket for a third party, with written authorization. For purchases through a travel agency, the Passenger and/or Purchaser will only have the option of a refund or rescheduling.

7.2. Refund Cases. The refund of the Ticket value, without penalty, will be applicable in the following cases, provided the Passenger does not accept the rebooking options offered on another flight or service execution by another mode of transport:

7.2.1. Flight cancellation;

7.2.2. Service interruption for reasons beyond the Passenger's control, in which case the refund will be proportional to the unused segment;

7.2.3. Delay of more than four (4) hours from the originally contracted time;

7.2.4. Denial of boarding;

7.2.5. In case of loss of a subsequent flight by the Passenger, on connecting flights, when the responsibility for the loss can be attributed to AZUL;

7.2.6. AZUL fails to inform the Passenger about a scheduled flight change at least 72 (seventy-two) hours in advance, and the time change exceeds 30 (thirty) minutes for domestic flights or 1 (one) hour for international flights from the originally contracted time.

7.2.7. Right of Withdrawal, under clause 3.2.1.

7.3. Non-Refundable Cases. There will be no refund of the Ticket value in the following cases:

7.3.1. The applied fare rule is “non-refundable”;

7.3.2. The Passenger has accepted another transport for the same route;

7.3.3. If, at the Passenger's initiative, the journey is interrupted at a stopover airport;

Baggage Transport Accessory Contract

8.1. Regular Baggage. Under ANAC Resolution No. 400/2016, baggage transport will constitute an accessory contract to the Passenger Transport Contract, applying to Passengers who (i) purchase a fare that includes baggage allowance or (ii) opt for the baggage transport service. When the Ticket includes connections between domestic and international flights, the system and corresponding limit established for international flights will prevail.

8.1.1 Hand Baggage and Personal Item. Hand Baggage and Personal Item, understood as items to be transported in the aircraft cabin by the Passenger, will be the Passenger's sole responsibility, exempting AZUL from any liability for any damage or loss of such items.

8.1.1.1 Hand Baggage Allowance. Passengers may carry, without additional charge, a single volume weighing up to 10 (ten) kilograms as Hand Baggage and a single volume as a Personal Item, the latter to be transported under the seat in front of the passenger. Children under two (2) years old are not entitled to baggage allowance unless they have their own seat but may carry a stroller or a baby car seat. To check both, one will be included in the adult or companion's allowance. All stroller models must be checked. The allowance cannot be used for transporting live animals. AZUL may restrict the weight and dimensions of hand baggage and personal items for safety or aircraft capacity reasons. Excess baggage must be checked into the aircraft hold. On connecting flights, the baggage allowance for the smallest aircraft will prevail.

8.1.1.2. Hand Baggage and Personal Items must meet the following requirements:

a) Hand Baggage: The sum of its dimensions (depth + width + height) must not exceed one hundred and fifteen (115) centimeters; and

b) Personal Item: Its maximum dimensions must be 20 centimeters in depth, 35 centimeters in width, and 45 centimeters in height; and

c) Proper accommodation of the respective objects in the storage space provided in the aircraft; and

d) The volume must be accommodated in the passenger cabin without disturbing the comfort and tranquility of other Passengers or endangering the physical integrity of passengers, crew, and the aircraft.

8.1.1.3. If Hand Baggage, due to its weight, size, or type (e.g., bulky musical instruments and other items that cannot be transported in the aircraft cabin) and is considered inconvenient for transport in the aircraft, at AZUL's discretion, AZUL may refuse to transport it in whole or in part, requiring it to be transported as Checked Baggage, under the payment conditions indicated in the “Sales Channels” and possible allowance purchase, depending on the fare.

8.1.1.4. Hand Baggage must comply with all safety rules of the flight's origin and destination, and Hand Baggage containing: (i) sharp objects or items that pose a risk to AZUL's safety, its crew, and other passengers; (ii) explosives, including empty cartridges, ammunition, pyrotechnic material, hunting weapons, portable weapons, and fireworks; (iii) gases; (iv) flammable solids; (v) substances that emit flammable gases when in contact with water; (vi) oxidizing materials; (vii) toxic substances; (viii) radioactive materials; (ix) corrosive materials; (x) magnetic materials; (xi) biological agents; (xii) white weapons; and (xiii) hoverboards and/or any other electronic product recognized as capable of endangering flight safety will not be authorized for boarding.

8.1.1.5. For safety reasons, there may be restrictions on boarding hand baggage containing: (i) liquids, such as beverages, perfumes, creams, lotions; (ii) gels, such as shampoos, creams, and cosmetics in general; (iii) aerosol products, among others. The transport of liquids on international flights is only authorized in containers with a capacity of up to 100 milliliters and not exceeding a total of 1 liter per Passenger. These must be packed in a transparent plastic bag with an easy closing and opening system, measuring 20cm x 20cm.

8.1.1.6. Hand baggage and/or Personal Items should preferably be stored under the front seat whenever possible. If the baggage dimensions do not allow such storage, or the Passenger's seat is at the emergency exit or the first row, the baggage should be placed in the baggage compartment. If there is no available space, the baggage must be checked.

8.1.1.7. The Passenger acknowledges that any item violating the rules for Hand Baggage and Personal Items contained in this Contract or the safety regulations of the countries of origin and/or destination of the flight may not be boarded by AZUL or must be transported as Checked Baggage, as indicated in this instrument.

8.1.2. Checked Baggage. Checked Baggage, for the purposes of this Contract, refers to the baggage delivered by the passenger and duly registered and loaded onto the aircraft by AZUL for transporting the Passenger's personal belongings. The piece system will prevail on domestic and international flights. Checked baggage may be subject to restrictions according to civil aviation security. The terms of the Accessory Baggage Transport Contract commence with the delivery of Checked Baggage and end with the return of Checked Baggage by AZUL to the Passenger.

8.1.2.1. Checked Baggage may be transported free of charge by AZUL or for a fee, depending on the fare purchased by the Passenger. The applicable values are available at the time of purchase and upon consultation at https://www.voeazul.com.br/br/pt/sua-viagem/planeje/bagagens/despachada for domestic and international flights, according to the conditions below:

8.1.2.2. Excess Baggage on Domestic Flights. For each piece that exceeds the weight or dimensions indicated in clause 8.1.2.1, a fee will be charged, as well as for each extra piece transported within the weight or dimensions indicated in clause 8.1.2.1. Baggage weighing over 45 kg will not be accepted. To check the value for excess weight or dimensions and/or for extra pieces, visit https://www.voeazul.com.br/br/pt/sua-viagem/planeje/bagagens/despachada or contact the “Sales Channels”.

8.1.2.3. Excess Baggage on International Flights. For each piece that exceeds the weight or dimensions indicated in clause 8.1.2.1, a fee will be charged, as well as for each extra piece transported within the weight or dimensions indicated in clause 8.1.2.1. Baggage weighing over 32 kg for Europe and 45 kg for South America and the USA will not be accepted. To check the value for excess weight or dimensions and/or for extra pieces, visit https://www.voeazul.com.br/br/pt/sua-viagem/planeje/bagagens/despachada or contact the “Sales Channels”.

8.1.2.4. Advance Payment. AZUL may offer different values for the advance payment of extra pieces, provided the purchase is made through the website, mobile app, or phone service, with purchases made in advance.

8.1.2.5. The conditions provided for customers registered in the Tudo Azul Program may differ, both in baggage allowance and excess baggage fees. Updated information can be consulted by calling 4003.1141 or in the Program Regulations, available at https://www.voeazul.com.br/br/pt/programa-fidelidade/regulamento/novo-2024.html.

8.1.2.6. AZUL does not transport letters, pouches, or grouped correspondence containing objects of any nature subject to the Union's monopoly, under Law No. 6.538/78.

8.1.2.7. Checked baggage will be subject to mandatory baggage inspection procedures. The passenger may be called to accompany the procedure in case of suspicion of prohibited items in the baggage.

8.1.2.7.1. If irregularities are found during the accompanied inspection, the item may be discarded, and if necessary, the Federal Police may be called for possible action.

8.1.2.7.2. If no irregularities are found in the baggage, the passenger will proceed with the boarding procedures, as regulated by the Regulatory Agency.

8.2. Special Baggage. Regardless of the established allowance above, the transport of certain objects may be subject to a specific fee when contracting the baggage transport service or may face transport restrictions. The applicable values and conditions for transport (*) are available at the time of purchase and upon consultation at https://www.voeazul.com.br/br/pt/sua-viagem/planeje/bagagens/especial. The following items are considered Special Baggage:

8.3. Restrictions. Baggage that does not comply with the above-established rules may be refused or subjected to a cargo transport contract.

8.4. Transport of Animals – “Pet in cabin”. The transport of animals is subject to prior authorization from AZUL, upon payment of a specific fee. Only one animal (dog or cat) is accepted for transport in the passenger cabin, provided that (i) it is over 4 (four) months old; (ii) it is transported safely and in an appropriate container (rigid container or flexible bag, with maximum dimensions of 43 (forty-three) centimeters in length x 31.5 (thirty-one and a half) centimeters in width x 20 (twenty) centimeters in height); (iii) it presents a health certificate issued by a veterinarian, valid for 10 (ten) days from the date of issuance, as well as the respective rabies vaccination certificate; and (iv) the animal inside the container weighs up to 10 (ten) kilograms. More information can be accessed at https://www.voeazul.com.br/br/pt/sua-viagem/pet-na-cabine.

8.4.1. Guide Dog. The “PNAE” user of a guide dog or accompanying guide dog may enter and remain with the animal in the aircraft cabin, upon presentation of the guide dog's identification and proof of user training, with the fee waived, subject to compliance with the requirements of national health authorities and the destination country, if applicable.

8.4.2. Service Dog. A service dog is individually trained to perform functions or tasks for the benefit of a qualified individual with a disability, including physical, sensory, psychiatric, intellectual, or mental disabilities. It will only be accepted on international transport – on the Brazil – United States of America route – and its direct connections, upon completion of the Service Dog Transport form, the Basic Service Dog Necessity Certificate (for trips longer than eight hours), and the necessary documentation provided through the “Sales Channels”.

8.5. Materials and Substances that Cannot be Transported. Without prejudice to the provisions of the legislation and other applicable regulations, baggage, whether checked or hand luggage, may not contain, for example:

8.5.1. Alarm devices;

8.5.2. Explosives, including empty cartridges, ammunition, pyrotechnic material, hunting weapons, portable weapons, and fireworks;

8.5.3. Gases (flammable, non-flammable, and poisonous) such as butane gas, oxygen, propane, oxygen cylinders, etc.;

8.5.4. Liquids used as lighter fuel, heating, or other applications;

8.5.5. Flammable solids such as matches and easily ignitable items;

8.5.6. Spontaneous combustion substances;

8.5.7. Substances that emit flammable gases when in contact with water;

8.5.8. Oxidizing materials such as lime powder, chemical bleaches, and peroxides;

8.5.9. Poisonous (toxic) and infectious substances such as arsenic, cyanides, insecticides, and defoliants;

8.5.10. Radioactive materials;

8.5.11. Corrosive materials such as mercury, acids, alkaloids, and batteries with corrosive liquid;

8.5.12. Magnetic and similar materials;

8.5.13. Biological agents, such as bacteria, viruses, etc.

8.6. The baggage owner is liable for any damages caused to AZUL or any other person due to non-compliance with the prohibitions established in this article.

8.7. Firearm. The boarding of a Passenger carrying a firearm and the checking of firearms and ammunition must comply with the requirements of ANAC Resolution No. 461/2018 (https://www.anac.gov.br/assuntos/legislacao/legislacao-1/resolucoes/2018/resolucao-no-461-25-01-2018), as outlined in the guide published by ANAC.

8.7.1. The Passenger must present themselves at check-in only after completing the required procedure with the Federal Police or the authority responsible for the aerodrome's jurisdiction. For check-in, the Passenger must observe the advance notice provided in item 5.2 of this contract, by presenting the specific form issued by the responsible authority, with no responsibility on AZUL for missing the flight due to the procedures required by the authority.

8.7.2. The checking of firearms must follow the rules and limits established in the Brazilian Civil Aviation Regulation (RBAC) No. 175 (https://www.anac.gov.br/assuntos/legislacao/legislacao-1/rbha-e-rbac/rbac/rbac-175/@@display-file/arquivo_norma/RBAC175.pdf). The transport of firearms and ammunition on international flights will observe the provisions of treaties, conventions, and international agreements. Except for the cited cases, the boarding of armed passengers on international flights is prohibited, and the transport of firearms and ammunition must be carried out according to the procedures provided for checking firearms and ammunition.

8.7.3. The Passenger must seek an AZUL employee in the baggage claim area at the destination airport to be instructed on the location for the return of checked firearms and ammunition.

8.8. AZUL and the aircraft commander may, exceptionally, deny armed boarding and transport of checked firearms and ammunition when they consider that the transport will pose a potential threat to operational safety, civil aviation security against acts of unlawful interference, or the safety of other passengers.

8.9. The Passenger is obliged to indemnify AZUL for any costs incurred by AZUL in the removal or transport of materials or substances whose transport is prohibited and for other damages that AZUL may suffer caused by such materials or substances.

8.10. Complaints. The receipt of Checked Baggage without the Passenger's immediate protest regarding any damages presumes its good condition and releases AZUL from any responsibility.

8.11. Loss or Damage to Checked Baggage. In case of baggage loss, the Passenger must immediately file a protest with AZUL. AZUL will return the Checked Baggage within 07 (seven) days for domestic flights or up to 21 (twenty-one) days for international flights. In case of impossibility for the actual return within the above-indicated periods, it will be observed that:

8.11.1. AZUL's liability for damage resulting from the destruction, loss, or damage of Checked Baggage, occurring during the execution of this Contract, is limited to the proven corresponding value. For flights: (i) domestic, 1,131 (one thousand one hundred and thirty-one) SDR if there is a special declaration of value for the baggage; if there is no declaration, the applicable value in OTN described in the Brazilian Aeronautical Code applies; (ii) international, the indemnifiable value is up to 1,288 (one thousand two hundred and eighty-eight) SDR per Passenger.

AZUL clarifies that compensation for baggage will only occur when it loses functionality, i.e., when it cannot be used. Simple damages such as broken zipper sliders, keychains, common locks, protective covers, removable wheels, studs, dirt, scratches, among others, will not be eligible for compensation.

8.11.2. AZUL reserves the right to refuse the transport as checked baggage of items whose value exceeds the indemnity limit of 1,131 (one thousand one hundred and thirty-one) SDR. The Passenger acknowledges that if they intend to transport items whose value exceeds this limit, they must subject them to a cargo transport contract, which has its own rules.

8.11.3. The compensation due by AZUL will be deposited within 07 (seven) days from the presentation of the bank details for deposit by the Passenger.

8.11.4. The compensation amount mentioned in item 8.11.3. will be increased by the reimbursement of the amounts paid by the Passenger for the transport of the unrecovered Baggage.

8.11.5. Passengers who are outside their domicile and have their Checked Baggage lost will be reimbursed for any expenses incurred by the Passenger, up to the detailed amount on the page https://www.voeazul.com.br/br/pt/ajuda/problema-com-bagagem, and in case of non-recovery of the baggage, the amounts paid by AZUL as reimbursement of expenses will be deducted from the amount due as compensation for the definitive loss of Checked Baggage.

8.11.6. AZUL will not be responsible if the loss, destruction, or damage of the baggage results exclusively from one or more of the following facts:

8.11.6.1. Nature or inherent defect of the baggage;

8.11.6.2. Defective packaging of the baggage, made by the Passenger or third parties at their request;

8.11.6.3. Act of war or armed conflict;

8.11.6.4. Act of public authority regarding the baggage;

8.11.6.5. Fortuitous event or force majeure; or

8.11.6.6. Passenger's fault or intent.

8.11.7. Fragile and Valuable Items. AZUL's liability for baggage damage is limited to the values established by current regulations, concerning each Passenger. Valuable or fragile items must be transported in hand baggage. No additional amount will be due to the Passenger as compensation for destruction or loss, even if valuable items such as the following are included in the damaged or lost baggage:
 

• Valuable items: money, negotiable papers, bank documents, jewelry, work and identification documents, keys, essential medications, or electronic equipment (notebook, pen drive, media player, cameras, lenses, projectors, camcorders, cell phone, among others).

• Fragile items: Perishable, cooler, toolbox, makeup bag, beverage boxes, musical instrument cases, musical instruments (guitar, violin, drums, saxophone, harp, keyboard, trombone, trumpet, flute, etc.), electronic and mechanical items (radio, amplifiers, computers, etc.), precision items (watches, binoculars, microscopes, etc.), conventional or electric skateboard, skates, scooters, sculptures, glass, paintings, artworks, nautical products, household appliances (TV or monitor under 40 inches, minibar, microwave).

8.11.8. In case of partial loss or misplacement of the Passenger's Checked Baggage or its contents, AZUL's liability will be proportionally reduced to the weight of the lost or misplaced part, regardless of the value of any part of the baggage or its contents.
 

9. EXEMPTIONS FROM LIABILITY

9.1 Without prejudice to the other exemptions from liability contained in this instrument and Brazilian law, AZUL is not responsible for the situations listed below.

9.1.1. Exclusion and Exoneration of Liability. AZUL is not responsible for delays in the contracted air transport if it proves that, due to a fortuitous event or force majeure, it was impossible to take necessary, sufficient, and adequate measures to avoid the damage. Likewise, AZUL is not responsible for delays in connections arranged by the Passenger or caused by third-party aircraft, except for CodeShare. AZUL is also not responsible for delays in connections caused by reservations made by third parties whose respective schedules are insufficient for the connection. AZUL cannot be held responsible in the event of a fortuitous event or force majeure, such as (i) landing or takeoff restrictions due to adverse weather conditions imposed by the airspace control system authority, (ii) landing or takeoff restrictions due to airport infrastructure unavailability, (iii) flight, landing, or takeoff restrictions due to civil aviation authority or any other public authority or agency determinations, which will be held responsible, and (iv) declaration of a pandemic or publication of government acts resulting from it, aimed at preventing or restricting air transport or airport activities, within the limits stipulated by Brazilian law.

9.1.2. Health or Physical Integrity. AZUL is not responsible for any damage to the Passenger's health or physical integrity resulting from: (i) Death or injury that results exclusively from the Passenger's health condition; (ii) an accident caused by the Passenger's exclusive fault; (iii) fortuitous event or force majeure.
 

10. TRANSPORT UNDER JUDICIAL CONDITION AND ESCORTED

10.1. The transport of a Passenger or minor Passenger under judicial condition and escorted must be carried out in accordance with the requirements of ANAC Resolution No. 461/2018 (https://www.voeazul.com.br/en/file/1466428874257-cartilhapassageirosarmados.pdf).

10.2. AZUL may deny boarding to the person in custody if it considers that they pose a potential threat to the flight's safety and other passengers.
 

11. ADDITIONAL CHARGES

11.1. Transport. Ground transportation services to or from the airport to any other location, provided by AZUL or third parties contracted by AZUL, may be charged separately and will not be included in the fare corresponding to the air transport service.

11.2. Travel Insurance. AZUL may charge, in addition to the Ticket price, transport insurance, provided it is actively requested by the Passenger. Check the details at: Domestic: https://www.voeazul.com.br/assistencia-viagem/nacional; International: https://www.voeazul.com.br/br/pt/sobreazul/para-a-sua-viagem/seguros?topic=Nacional&content=12%40Servi%C3%A7os+M%C3%A9dicos+e+Odontol%C3%B3gicos.

11.2.1. To receive a quote, the Passenger must share and authorize the use of some of their personal data (Travel information, CPF, name, email, phone, and address) with the responsible insurer. When contracting, the insurance premium payment will be made together with the payment of the purchased airline ticket(s), and the start and end of the risk coverage period will be according to the travel dates.

11.2.2. Insurance Withdrawal Period: The Passenger may withdraw from the contracted insurance within 7 calendar days from the ticket purchase or the actual payment of the premium, whichever occurs last, provided their trip has not started.

11.2.3. Fractional Premium Payment: In the case of fractional premium payment, the payment of the first installment is considered the actual payment.

11.2.4. Coverage: Medical expenses, compensation for lost baggage, 24-hour assistance, reimbursement for involuntary cancellation.

11.3. Use of More Than One Seat. If the Passenger's accommodation requires more than one seat, AZUL may charge an additional amount for the Ticket equivalent to the number of additional seats occupied by the Passenger, except for cases provided in ANAC Resolution No. 280/2013.
 

12. LIVETV

12.1. The Live TV system is an additional on-board entertainment service offered free of charge by AZUL to Passengers on most of the aircraft in its fleet. AZUL reserves the right to provide content according to the system's operational availability, ensuring that (i) the content programming is subject to change without notice; (ii) AZUL and the company responsible for providing this service are not responsible for service interruptions or system unavailability due to external reasons, such as force majeure and operational failures. AZUL is not responsible for the content displayed on live broadcast channels and recommends that parents, guardians, and companions of minors pay attention to the programs being watched.
 

13. INTERLINE AND CODESHARE AGREEMENTS

13.1. "Interline". AZUL sells some segments operated by other companies, which are identified by the designator codes of the operating airline. In these situations, AZUL will act only as the ticket issuer and will not be responsible for the acts or omissions of the operating airline. Refund procedures must be carried out with the airline that issued the ticket.

13.2. Codeshare Agreement. AZUL has a code-sharing agreement with other airlines, whereby a flight operated by one airline is sold or offered by other partner airlines as if they were their own flights. The passenger will be informed about the existence of a codeshare agreement at the time of ticket purchase.

13.2.1. This contract will apply to segments sold by AZUL under the codeshare agreement. However, there may be specific rules depending on the partner airline. The conditions of the codeshare agreement contract will be informed to passengers at the time of purchase. The passenger must check the baggage and boarding rules of the operating airline.

13.2.2. This Contract does not cover any additional services offered by AZUL's Codeshare partners, such as: (i) extra checked baggage; (ii) special baggage; (iii) additional hand baggage; (iv) unaccompanied minors transport; (v) transport of animals in the cabin or hold (except for service dogs on flights to/from the United States of America); (vi) check-in with less advance notice, etc. Codeshare partners may also charge an additional fee for any additional services they offer. The Passenger can inquire about these services in advance with the operating airline.
 

14. PROTECTION AND AVAILABILITY OF PERSONAL DATA

14.1. AZUL will collect and process the personal data of its Passengers arising from the execution of its activities concerning privacy, confidentiality, security, and personal data protection, according to current regulations, especially the General Data Protection Law (Law No. 13.709/2018 or “LGPD”). If it is necessary to store disclosed personal data, based on legitimate interest or to fulfill a legal or regulatory obligation, AZUL undertakes to keep them securely under the law or, after the legal period and necessity, to delete them using secure disposal methods or anonymize them.

14.2. Passenger reservation data will be made available to competent bodies and entities for the exercise of activities provided for in paragraphs 1 and 1-A of article 1 of ANAC Resolution No. 255/2012.

14.3. The lack of provision of the mandatory data contained in ANAC Resolution No. 255/2012 will result in the Passenger's boarding being prevented under clause 5.6.2 of this Contract.
 

15. JURISDICTION

15.1. Any dispute arising from this Contract must be resolved before the Court of the District of Barueri - SP.
 

16. TERM

16.1. This Contract comes into effect on February 26, 2024, revoking previous provisions.