ANAC recommendations for passengers

Ensure your peace of mind and desired comfort when travelling by air by following these recommendations:

a) Preparation and planning of the journey

Check that the names of the passenger correspond exactly to those in the passenger's passport/identification document.

Also check the date and time of the flights you want to book.

Before paying for the ticket, carefully read the conditions of the fare to be purchased (whether the ticket is refundable or whether the fare allows changes and at what price). A ticket with a non-changeable or non-refundable fare allows you to travel only on the date and time you chose when you booked.

Please note: changing the names, flight times and dates on tickets comes at a cost and any conditions for changing them depend on the fare purchased and the conditions set by each air carrier.

Please also note that the time of the booked flight may be changed by the air carrier. The terms and conditions of carriage usually include this information (namely that the flight time is not part of the contract and may be subject to change).

Do read carefully the text messages and/or emails from the airline as they may contain relevant information that could affect your journey.

When booking journeys that include connecting flights, passengers should make sure they have enough time between flights to avoid missing their connection.

When travelling with different carriers, you may need to collect your baggage and check in again for the next flight.

Please note: It is important to check that flights are booked with the same airline and on the same ticket. If you miss your connection, the airline may re-route you to a later flight. Also check that your connecting flights land and depart from the same airport.

Passengers should make sure that the airline operating the flight has their direct contact details (phone and/or email address) so that they can be informed of any changes to scheduled flights. Air carriers provide passengers with various means of contact that can be found on their websites.

Regarding the carriage of baggage (hand and hold), it is important to check the fare conditions of the ticket purchased, including the maximum weight of each piece of baggage. If the baggage exceeds the permitted weight, you will have to pay an additional amount under the contractual terms defined by the air carrier.

Some items are not allowed in hand luggage and others are not allowed anywhere on the aircraft. Some items require authorization from the airline before you can carry them. Airport authorities can confiscate items they consider dangerous, regardless of whether they are on the list of prohibited items.

For more information please check ANA Airports website.

We recommend checking the website of the air carrier operating the flight for more information on the timely arrival at the airport. As this information may vary depending on the country of destination, if in doubt, passengers should contact the airline or their travel agent. Alternatively, the website of the airport in question can be consulted.

Please note: If you miss your flight, you may have to pay for another flight to take you to your destination.

Check-in times may vary, so it is advisable to check in as far in advance of your departure time as necessary.

Several air carriers offer the option of online check-in. If you check in online, you may need to print your boarding pass or, in some cases, have it available on your mobile phone.

Please note: According to the conditions of carriage of some carriers, failure to print the boarding pass entails the payment of an additional fee. It is therefore very important to check in advance the procedure to be followed and the printing format.

b) Documentation required for travel

Passengers should check the validity of identification documents and/or passports. Passengers are responsible for checking all documentation for the journey, including the need for visas or vaccination certificates.

In the case of minors, the authorization of the holders of parental responsibilities is required for travel, and signed and valid documents must be presented at the passenger document check. For more information, please check the webpage of the The Portuguese Immigration and Borders Service (SEF).

Please note: For journeys that include flights with a stopover, and in certain cases, the documentation required for the country where the stopover takes place may be different from that required for the destination country. If in doubt, you should contact the consular authorities of the countries concerned and the air carrier operating the flight.

c) Advance notice of arrival at the airport

We recommend checking the websites of air carriers and airports for up-to-date information on possible constraints in the operation of the carrier or the operation of the airport. For example, in the event of a workers' strike that affects/may affect your flight, you should contact the carrier with which you plan to travel for additional information.

Do remember that once you have checked in, you will still need to go through security checks (including hand luggage) and, depending on your destination, border controls.

Please note: As document checks have been introduced at national internal borders, passengers must go to the airport in good time, between 00:00 on 22 July 2023 and 00:00 on 7 August 2023 in order to complete all boarding formalities.

Passengers should also consider the location of the boarding gate and the time required to reach it.

Failure to arrive at the boarding gate within the time required by the carrier does not constitute denied boarding under Regulation (EC) No 261/2004 of 11 February.

Please note: Passengers with reduced mobility or requiring special assistance may be required to check-in earlier than usual. In such cases, passengers must notify the air carrier or travel agent that they require assistance at least 48 hours before departure.

d) At the airport

Air carriers may deny boarding to passengers they consider to pose a risk to the safety of the aircraft, its crew or other passengers. For example, passengers may be denied boarding if they are under the influence of alcohol or drugs, disobey safety instructions, endanger the safety of the aircraft or other passengers and/or utter threatening or insulting words.

e) On board

All passengers must pay close attention to the safety demonstration prior to departure and follow the recommendations of the cabin crew.

Air carriers may refuse carriage to passengers who do not respect the established rules of conduct and/or who disobey the lawful order or instruction given by the aircraft commander or any crew member on his behalf, who do not follow the instructions of crew members, and/or causing alarm or disquiet among passengers and thereby affecting the safety of air transport.

f) On arrival

In case of delay, destruction, loss or damage of baggage, the liability of the air carrier is laid down in the Montreal Convention.

In the case of delayed baggage, the air carrier is liable for the damage caused, unless it took all reasonable measures to avoid it or it was impossible to take such measures.

In the case of checked baggage, the carrier is liable for damages, even without fault, except in the case of defective baggage.

Please note: Passengers must submit their claim before leaving the airport and keep any documentation made available to them. They must also submit the complaint in writing to the air carrier operating the flight (within 7 days for baggage damage or 21 days for delayed baggage).

If it is not possible to resolve the problem with the carrier, passengers may resort to the courts or to out-of-court (or alternative) dispute resolution.

For further information, please check this page.

For information on air passenger rights, please check this page.

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