Azul's Special Assistance Guide for Travelers
Azul Linhas Aéreas requires passengers needing special assistance to request services in advance, with specific deadlines for medical forms and companion
Azul Linhas Aéreas advises passengers requiring special assistance to make their requests well before their flight to ensure a smooth journey. The airline maintains specific procedures and deadlines for different types of support, such as medical forms and discounted companion fares, according to a guide from Passageiro de Primeira.
Special assistance encompasses the support organized by the airline and airport to help passengers with specific needs travel safely and with dignity. This can include guidance at the airport, wheelchair transport, check-in support, boarding, connections, deplaning, service animals, and medical equipment. Under Brazilian regulation, these travelers are classified as PNAE (Passenger with Special Assistance Needs).
A wide variety of travelers may require this service. It is not limited to wheelchair users. It can apply to individuals with physical, visual, auditory, intellectual, or psychosocial disabilities; those with temporary or permanent reduced mobility; people with autism spectrum disorder (TEA); elderly passengers; pregnant women; recent post-operative patients; travelers using medical equipment; those traveling with a guide dog; breastfeeding mothers; people with infants; or any passenger needing differentiated care to complete their air journey.
How to Request Special Assistance on Azul
The process begins by having your reservation details ready. You must identify exactly what assistance is needed, such as an airport wheelchair, transport of your own chair, help with transfers, a guide dog, medical equipment, or a medical form. During booking on Azul's website or app, you should look for the Special Assistance area and select the corresponding need.
If the ticket is already purchased, contact Azul Center via the published channels: 4003 1118 or 0800 887 1118 in Brazil. The key is to request with ample lead time. For a discounted companion, use at least 72 hours as a reference. For other aids or needs, Azul mentions 48 hours. If a medical form (MEDIF) or functional reduced mobility form (FREMEC) is required, fill out the correct form with objective functional information from a doctor and submit it through Azul's indicated channel. Always ask for written confirmation and keep any protocols or case numbers.
Critical Deadlines and Validity Periods
Azul enforces strict timeframes for different assistance requests. Missing these windows can result in a request being denied.
| Request Type | Required Advance Notice / Validity Period |
|---|---|
| Discounted Companion | 72 hours before flight |
| Other Assistance Needs | 48 hours before flight |
| MEDIF (Medical Form) Submission | Up to 72 hours for document presentation in certain cases |
| FREMEC Request Window | Between 30 calendar days and 7 business days before flight |
| MEDIF Validity (Domestic/International) | 30 days after Azul's medical authorization |
| Approved FREMEC Validity | 1 year (passenger must verify coverage for each trip) |
The guide stresses a prudent rule: do not wait for the minimum deadline. Request as early as possible, especially for international flights, connections, motorized wheelchairs, MEDIF, FREMEC, or a companion.
Wheelchair Assistance and Service Animals
For passengers needing to move around the airport in a wheelchair, Azul provides assistance. The request can be made during purchase, via the website or app, through Azul Center, or at the airport. To avoid failures on the travel day, the passenger should explain the level of support required. It is not enough to ask just for a "wheelchair." Inform the airline if you can walk short distances, climb stairs, transfer to the seat, use the bathroom, wait alone, make a connection, or if you need assistance all the way to the aircraft seat.
Passengers using their own wheelchair must inform Azul in advance, particularly for motorized chairs, batteries, removable parts, or if support equipment is needed for boarding and deplaning. Guide dogs and service dogs can travel for free. However, travelers with these animals cannot complete online check-in and must present the animal and required documentation at the check-in counter. The guide recommends signaling this need at the moment of purchase and confirming all documentation before the flight.
For individuals with autism spectrum disorder (TEA), the guide notes they are legally considered persons with a disability, reinforcing the right to adequate care. However, in air travel, it is important to separate diagnosis from functional need. A medical form for a child or adolescent with TEA should describe the functional necessity objectively. The analysis by the airline must differentiate common supervision due to age from supervision required by the passenger's condition.
