What procedures should I follow in case of unforeseen events?

1. Unforeseen flight issues

In the event of a claim, it must be submitted with the following documentation:

• Description of the incident, including the date, time, and circumstances of the claim;
• Original transport ticket and proof of your Activo Viagem subscription;
• Carrier's statement confirming:
  
  1. Confirmed regular flight delay, cancellation, or denied boarding due to overbooking;
  
  2. Missed connection between two flights.

2. Unforeseen baggage issues

In the event of a claim, it must be submitted with the following documentation:

• Description of the incident, including the date, time, and circumstances of the claim;
• Original transport ticket and proof of your Activo Viagem subscription;
• Carrier's statement confirming:
  
  1. Delay in baggage delivery;
  
  2. Original receipts proving the urgent expenses paid (clothing and personal items).

In case of theft, a copy of the report filed with the competent police authority should be submitted (Incident Report).