NATIONAL CIVIL AVIATION AGENCY

RESOLUTION No. 009, OF JUNE 5, 2007

Approves the Civil Aviation Operational Standard – NOAC, which

provides for access to air transport for passengers that need special

assistance

THE EXECUTIVE BOARD OF THE NATIONAL CIVIL AVIATION AGENCY – ANAC, based on items

IV, X, XXX and XLVI of article 8, on item V of article 11 and on item I of article 47, all of Act no. 11.182, of

September 27, 2005 and, also, based on item VI of article 25 and article 94 of Act no. 7.565, of December 19, 1986; in

letter “a” of item V of article 2 of Act no. 7.853, of October 24, 1989; on article 2 of Act no. 8.069, of June 13, 1990; on

article 1 et seq. of Act no. 10.048, of November 8, 2000; on article 1 et seq. of Act no. 10.098, of December 19, 2000;

on article 42 of Act no. 10.741, of October 1, 2003; n article 4 of Act no. 11.126, of June 27, 2005; in article 1 of

Decree no. 5.904, of September 21, 2006; on Decree no. 65.144, of September 12, 1969; Decree no. 64.521, of May 15,

1969; Decree no. 75.474, of March 13, 1975; Decree no. 5.296, of December 2, 2004; on item IV of article 4 of the

ANAC Regulation approved by Decree 5.731, of March 20, 2006; on ABNT NBR Standard 14273, of March 1, 1999;

taking into account the provisions on the record of case no. 60800.016927/2006-71 and in the decisions approved at the

meeting of the Collegiate Board held on June 5, 2007,

RESOLVES:

Article 1 – Approve the Civil Aviation Operational Standard – NOAC, which provides for access to air

transport for passengers that need special assistance, according to Annexes I to III to this Resolution.

Article 2 – Ordinance no. 019/DGAC, of January 10, 1996, which created Civil Aviation Instruction – IAC

2508-0796, is hereby revoked.

Article 3 – This resolution shall enter into force on the date of its publication.

MILTON ZUANAZZI

Chief Executive Officer

PUBLISHED IN FEDERAL OFFICIAL GAZETTE No. 113, S/1, P.18-19, JUNE 14, 2007
ANNEX I

CIVIL AVIATION OPERATIONAL STANDARD – NOAC – PROVIDES FOR THE PROCEDURES RELATED TO

ACCESS OF PASSENGERS THAT NEED SPECIAL ASSISTANCE

CHAPTER I

General Provisions

Article 1 – This Civil Aviation Operational Standard – NOAC establishes the procedures that ensure adequate

access to air transport to the passengers that need special assistance.

Article 2 – For effects of this NOAC the following definitions are considered:

I – airport administration: organizational structure of the airport, which is responsible for its administration,

operation, maintenance and exploration.

II – child: person up to twelve (12) years old, incomplete, in the terms of Act no. 8.069, of June 13, 1990.

III – airline or aircraft operator: company that operates or intends to operate aircraft for provision of public

services of air transport regularly or not.

IV – passengers that need special assistance: disabled persons, elderly persons aged sixty (60) years or more,

pregnant women, nursing mothers and people accompanied by lap children, unaccompanied children, and people with

reduced mobility.

V – disabled person: according to the definition established by Decree no. 5.296, of December 2, 2004, a

disabled person is considered, besides those predicted in Act no. 10.690, of June 16, 2003, to be that which has

limitation or incapacity for the performance of activities, and is classified in the following categories:

a) physical disability: complete or partial amendment of one or more segments of the human body, causing

the impairment of the physical function, appearing as paraplegia, paraparesis, monoplegia, monoparesis,

quadriplegia, quadriparesis, triplegia, triparesia, hemiplegia, hemiparesis, ostomy, amputation or absence

of member, cerebral palsy, dwarfism, members with congenital or acquired deformity, except the

aesthetic deformities and those that do not produce difficulties for the performance of functions;

b) hearing impairment: total or partial bilateral loss of 41 decibels (dB) or more, measured by audiogram in

the frequencies of 500 Hz, 1,000 Hz, 2,000 Hz, and 3,000 Hz;

c) visual impairment: blindness, in which visual acuity is equal to or less than 0.05 in the better eye, with the

best optical correction; the low vision, meaning visual acuity between 0.3 and 0.05 in the better eye, with

the best optical correction; the cases in which the sum of the measure of the visual field in both eyes is

equal to or less than 60o, or the simultaneous occurrence of any of the conditions above;

d) mental deficiency: intellectual functioning significantly below average, with manifestation before age

eighteen and limitations associated with two or more areas of adaptive skills, such as:

1. communication;

2. personal care;

3. social skills;

4. use of community resources;

5. health and safety;

6. academic skills;

7. leisure; and

8. work.

e) multiple disabilities: association of two or more disabilities.
VI – Dependent disabled person: person unable to access or abandon the aircraft on his own.

VII – Person with reduced mobility: person that, not included in the concept of disabled person, has, for any

reason, difficulty moving, permanently or temporarily, which generates effective reduction of mobility, flexibility,

motor control and perception.

VIII – Person in need of supplemental oxygen: person that presents chronic insufficiency of a respiratory or

cardiac nature and who is stable in the home environment, except for the cases of persons that are sick or in unstable

health conditions requiring aero-medical transport, which is treated in IAC 3134 – Public Air Transport of Sick Persons.

IX – Guide dog or tracking dog: animal especially trained to Guide and assist in the development of activities

in the daily lives of disabled persons.

Article 3 – The procedures established in this NOAC shall be observed by the airlines and by the airport

administrations, being applicable top the chains of the Civil Aviation System, as applicable.

Article 4 – The Civil Aviation Inspectors (INSPAC), the Regional Managements, the Civil Aviation Sections

(SAC), the Civil Aviation Inspection Offices and the Airport Administrations shall inspect the fulfillment thereof.

Article 5 – The regulations that deal with flight safety, operational efficiency and security of civil aviation

against acts of unlawful interference must not be violated by the airlines as a result of the provisions contained in this

NOAC.

Article 6 – The airlines or aircraft operators, directly or under contract, license or other agreements shall not:

I – discriminate any person by reason of his disability in the provision of air transport services.

II – impose onto the disabled person any special services not required thereby, except for the prevision in

article 48.

III – exclude or deny, to a disabled person, the benefits of any air transport or related services available for the

general users.

IV – adopt measures contrary to the interests of the disabled person because the latter has acted in defense of

his rights.

Article 7 – The passengers with disabilities or reduced mobility have the right to an equal treatment as that

dedicated to the other passengers and to receive the same services that are regularly provided to the general users,

observing their special needs. This right includes the priority assistance and access to information and instructions,

installations, aircraft and to the other vehicles available for the passengers at the terminals.

Article 8 – In order to better provide the services offered to the persons that need special assistance, the airlines

or aircraft operators, their representatives, the airport administrations and the companies that render air transport

auxiliary services shall use a common definition for the different categories of persons that need such assistance.

§ 1 – The concessionaries of air service of passenger transport will adopt the system of classification and

codification according to the terms contained in Annex II.

§ 2 – The necessary information inherent to the good provision of air transport services shall be provided to the

persons that need special assistance, in an accessible manner, throughout all phases of their trips, from the moment that

they confirm the reservation, especially from the arrival at the airport until the departure from the public area at the

airport of destination.
§ 3 – These passengers shall receive the special assistance necessary during the entire trip, regardless of the

type of disability or the reason for the reduction of their mobility.

Article 9 – The airport administrations and the airlines or aircraft operators shall establish training programs,

aiming to ensure availability of staff, on land and on board, especially trained to deal with people that need special

assistance.

Article 10 – The people that need special assistance shall inform the airline or aircraft operator about their

needs when they make their reservations or at least forty-eight (48) hours before boarding.

§ 1 – Noncompliance with the provision in the “caput” of this article will not prevent boarding, as long as there

are seats available on the aircraft of the airline.

§ 2 – The provision of this article does not apply to people that need to use oxygen, or stretchers, or to the

groups of disabled people to be transported.

Article 11 – The airport administrations, as well as the airlines and aircraft operators, their representatives and

the auxiliary service companies will adopt the necessary measures to ensure the physical and moral integrity of the

people that need special assistance, informing them about the procedures to be adopted in the following situations:

I – purchase of air tickets;

II – consultation to the flight schedule;

III – accomplishment of flight reservation;

IV – entry in the terminal;

V – access to the control points of the restricted security areas of the passenger terminal;

VI – in transit at the airports and connections;

VII – luggage return;

VIII – during the flight;

IX – at the airport of destination; and

X – in any other phase of the trip not predicted in the items above because of emergency situations.

Article 12 – The airport administration shall provide the airports with information and customer service

counters especially installed to meet the needs of the people with disabilities or with reduced mobility.

Sole Paragraph – The information and customer service counters refers to in the “caput” hereof shall be

adapted with furniture and reception compatible with the height and physical condition of people on wheelchairs,

according to the technical standards of accessibility of the ABNT.

Article 13 – The airlines or aircraft operators and the airport administrations shall adapt the information system

destined to all passengers, in order to meet the needs of people with disabilities, including hearing or visual

impairments, granting them the same conditions of service available to the other passengers.

§ 1 – The information to be provided to passengers with visual impairment must be written in Braille,

translated into at least two languages when dealing with international passengers.

§ 2 – The information to be provided to passengers with hearing impairment must be provided in the Brazilian

Sign Language – Libras.

§ 3 – The procedures described in §§ 1 and 2 will be implemented by December 2007.
Article 14 – The airport administrations shall provide, in the common use areas of the airports, telephones

adapted to people with hearing impairment.

Sole Paragraph – The procedure described in the “caput” shall be implemented by December 2007.

Article 15 – The airlines or aircraft operators and their representatives shall provide, at their customer service

centers, telephones adapted to people with hearing impairment.

Sole Paragraph – The procedure described in the “caput” shall be implemented by December 2007.

CHAPTER II

Responsibilities of the Airport Administration

Article 16 – The airport administrations will adopt, in the scope of their competence, necessary measures to

ensure that the installations and the services provided at the airports, where regular aviation operates, are accessible for

the passengers that need special assistance, as established in Dec. no. 5296, of December 2, 2004.

Article 17 – The airport administrations will make efforts to define specific areas, as close as possible to the

main entrances of the passenger terminals for arrival and departure of passengers with disabilities or reduced mobility.

Sole Paragraph – The areas referred to in the “caput” shall be marked with the international symbol of access,

as established in Act no. 7.405, of June 10, 2001, and free of obstacles for the circulation of passengers with disabilities

or reduced mobility in order to preserve their safety and autonomy, also observing the transit legislations.

Article 18 – The airport administrations will reserve, in their parking lots destined to the public, at least two per

cent (2%) of the total number of parking places for vehicles that transport disabled person, according to the technical

specification of drawing and design, established in the technical standards of accessibility of ABNT.

Sole Paragraph – At least one parking place will be guaranteed at a place near the main entrance or the

elevator, of free access to the circulation of pedestrians.

Article 19 – The airlines shall prioritize the transfer of elderly passengers or with disabilities or that have their

mobility reduced, from one aircraft to another, whenever the time available for the connection or another circumstance

justifies such prioritization.

Sole Paragraph – The provision in the “caput” must not violate the inspection and safety rules of the airports.

CHAPTER III

Responsibilities of the Airline or Aircraft Operator

Article 20 – The airlines or aircraft operators shall ensure the movement of people with disabilities or with

reduced mobility between the aircraft and the terminal.

§ 1 – The airlines or aircraft operators shall offer vehicles equipped with elevators or other devices appropriate

for safe boarding and disembarkation of people with disabilities or with reduced mobility, at the airports that do not

have boarding bridges, or when the aircraft stops at remote locations.
§ 2 – For the fulfillment with the provision in § 1, the airlines or aircraft operators are authorized to execute

contracts, agreement, or other legal instruments.

Article 21 – The boarding of the passengers that need special assistance will be carried out as a matter of

priority in relation to other passengers, aiming to permit comfort, safety and good service.

Sole Paragraph – The priority assistance refers to in the “caput” prefers even that of the bearers of frequent

flyer card,

Article 22 – The airlines or aircraft operators will carry out the disembarkation of the passengers that need

special assistance, soon after the disembarkation of the others, except in the situations predicted in article 19.

Sole Paragraph – The crew members will command the disembarking process, which shall be followed by

employees of the airlines or aircraft operators, or contracted thereby, duly trained.

Article 23 – Regardless of the means used to make the flight reservation by a person with disabilities or with

reduced mobility, questions shall be asked about the necessity of special assistance to the passenger, to be registered

according to the codes listed in Annex II, observing the provisions established in article 10.

§ 1 – The questions referred to in the “caput” aim to specify the special provisions that these passengers need,

including as to the necessity of escort, technical aid, such as wheelchairs and/or the use of equipment that supplier

supplemental oxygen.

§ 2 – In case of necessity to use the equipment referred to in § 1, the interested passenger shall request it from

the airline or aircraft operator at least seventy-two (72) hours before the flight, according to the medical prescription,

which must be registered in the proper form of international use (Medical Information Sheet – MEDIF), signed by the

physician of the sick person.

§3 – The document referred to in § 2 shall be evaluated by the medical service of the company, specialized in

aviation medicine, as to eventual risks for the requester and to the other passengers, excepting the limitations expressed

in 121.574 of RBHA 121 – Medical oxygen for use by passengers.

Article 24 – The airlines or aircraft operators will previously designate employees qualified to attend,

accompany and accommodate on the seats the passengers that need special assistance, as specified in articles 29 and 34.

Article 25 – The use of the means referred to in article 23 will not cause any cost to the user.

Sole Paragraph – The gratuity referred to in the “caput” does not include the supply of oxygen and the

availability of extra room in the cabin of passengers to accommodate stretchers.

Article 26 – Until December 2007, the airlines or aircraft operators will provide:

I – additional safety mechanisms to the two-tip seatbelts to be used by the paraplegic and quadriplegic

passengers, as well as by amputees and others that need this aid for their safety during the flight and in the take-off and

landing operations; e
II – inflatable life jackets to be worn by people with disabilities.

Article 27 – The airlines or aircraft operators will provide emergency information cards written in Braille

within one hundred and twenty days (120) after the publication of the Resolution that approves this NOAC.

Article 28 – The airlines or aircraft operators and their representatives will instruct the passengers with

disabilities, when they make their reservations, to be at the airport of origin for the check-in procedure at least one hour

and thirty minutes in advance for domestic flights and two hours for international flights, in relation to the time

predicted for take-off, on which occasion the service means will be available for them.

Article 29 – The airlines or aircraft operators will accommodate the passengers with disabilities that use

wheelchairs on special seats, adjacent to the corridors, equipped with removable or concealable arms situated on the 1st,

2

nd and 3rd rows in the aircraft, or on the 1st, 2nd and 3rd rows immediately behind a partition Since there is compatibility

as to the chosen class and is of interest for the passenger.

§1 – The first row of seats of the aircraft shall be used, as a matter of priority, by children in cots, children

travelling alone and passengers accompanied by guide dog, when necessary.

§ 2 – The other passengers, including those with physical disability that want to use seats on the 1st row, may

be authorized, provided that it will not affect the priorities established in § 1.

§ 3 – The seats referred to in this article must be identified with the International Symbol of Access.

Article 30 – The seats mentioned in article 29 shall not be released for reservation of other passengers that do

not need special assistance, up to twenty-four (24) hours before the time predicted for the departure of the flight.

§ 1 – In case the airline sells a ticket to a passenger that does not need special care, due to the inexistence of the

reservation referred to in article 30, both of them shall be repositioned aiming to ensure the application of the provision

contained in article 29.

§ 2 – In case of occurrence of the provision in § 1, the airline shall inform the passengers that don’t have

necessity of special cares allocated to the seats mentioned in article 29 that they are subject to the repositioning referred

to in § 1.

Article 31 – The carrier must provide the information referred to in § 2 of article 30, through its electronic

reservation system or orally by the personnel of the reservation sector, through announcements on the counters and

boarding gates, through cards or magazines placed on the seats, literature for frequent users, or through other

appropriate means.

Article 32 – The airlines or aircraft operators will make the necessary arrangements in the aircraft in order to

ensure the adequate transport of any passenger that needs to be transported on a stretcher, when the aircraft is not

technically suitable for this type of transport, provided that the request is made at least 72 (seventy-two) hours before

the departure of the aircraft and that is does not affect the flight safety, the operational efficiency and security of civil

aviation against acts of unlawful interference.
CHAPTER IV

General Guidelines and Procedures

Article 33 – The operations for boarding and disembarking of passengers that need special assistance will be

carried out by employees of the airlines or contracted by them.

Article 34 – All personnel, on land and on board, directly involved in the provision of service to the people that

need special assistance or in the handling of their equipment and aids, during the various phases of a trip, shall receive

specialized training.

Sole Paragraph – The training referred to in the “caput” must include the service techniques suitable to these

persons, and the companies involved, or their representatives, shall provide it.

Article 35 – The personnel responsible for providing service to persons with physical disability that use for

their locomotion equipment powered by batteries must know how to handle, pack and accommodate the batteries for the

transport, as priority baggage shipped, as determined in Doc. 9284 AN/905 – Technical Instructions for Safe Transport

of Dangerous Goods by Air, of the OACI, and in case of doubt, they shall consult the user of such equipment about the

best conditions and manners to accommodate them, taking into account the large number of existing models.

Article 36 – The aircraft that will go into service for the first time or that have to go through a major

remodeling shall be adapted in conformity with the standards of accessibility of the ABNT, in relation to the on-board

equipment including seats with movable arms (removable or concealable), on-board wheelchairs, lavatory, lighting and

accessible signage, so that they can be approved.

Sole Paragraph – As regards the adaptations referred to in the “caput” the following parameters shall also be

observed:

a) aircraft with 30 (thirty) or more seats shall have 10% of the seats with movable arms.

b) aircraft with 100 (one hundred) or more seats shall have wheelchairs on board.

Article 37 – The wheelchairs, after going through the special passenger inspection, at the security control

points at the airports as established in the National Program of Civil Aviation Security – PNAVSEC will be transported

free of charge in the interior of the cabin of passengers, when there is space available or will be considered as priority

baggage.

Article 38 – The other technical aids used by people with disabilities, such as canes, crutches, walkers and

others, after going through the inspection of passengers, will be obligatorily transported in the cabin of passengers.

§ 1 – The aids referred to in the “caput” will only be transported in the baggage compartment of the aircraft

when their dimensions or those of the aircraft, as well as the safety aspects, do not permit their transport in the interior

of the cabin of passengers.

§ 2 – If it is impossible to transport the technical aids in the cabin of passengers, they will be considered as

priority baggage.
Article 39 – The airport administrations, during the safety inspection of the technical aids referred to in article

38, will provide wheelchairs or common chairs to be used by the persons with special needs.

Article 40 – Passengers that use pacemaker or cochlear implant shall not be submitted to the inspection by

metal detector either through porticos or upon the use of batons, so an alternative procedure shall be used so as not to

interfere in the operation of these medical devices.

Sole Paragraph – The airport administration shall place written warnings alerting the passengers about the

procedures predicted in the “caput”, in areas situated before the metal detectors.

Article 41 – The wheelchair users are allowed to use their own chairs in order to move to the door of the

aircraft, after going through the special inspection of passengers, at the security control points of the airports, as

established in the National Program of Civil Aviation Security – PNAVSEC.

Article 42 – The baggage shipped by passengers with disabilities and by their escorts shall be marked in such a

way so as to facilitate the identification in the baggage claim area by the personnel of the airline or aircraft operator, by

the passenger and by his escort on the baggage delivery conveyor.

Article 43 – The guide dog of a disabled person, in compliance with the conditions established in Act no.

11.126/2005, in article 6, § 1, VIII, of Decree no. 5.296/2004, and in Decree 5904/2006, will be transported free of

charge, on the floor of the aircraft cabin, at a place adjacent to that of its owner and under his control, on the 1st row, or

immediately behind a partition, as long as it is equipped with harness, and the use of muzzle is not required.

Article 44 – For the transport of guide dogs or tracking dogs of disabled person, on domestic routes, it will be

obligatory to present the updated vaccination card, with proof of multiple vaccines against rabies and anthelmintic

treatment issued by a duly accredited veterinarian.

Article 45 – For the transport of guide dogs or tracking dogs, on international routes, it will be obligatory to

present the International Animal Health Certificate issued by the Agency of International Agricultural Surveillance of

the Ministry of Agriculture, Livestock and Supply, according to the requirements of the country of destination of the

animal.

Article 46 – The guide dog or tracking dog, in the training phase, shall be admitted in the cabin of passengers,

provided that it is conducted by the host family or specialized trainer, both duly accredited, in compliance with the

requirements contained in article 45.

Article 47 – The passengers with disabilities shall, in order to safeguard their right to autonomy and free will,

define with the airline whether they need or not an escort, observing the provisions contained in article 10.

Article 48 – The airlines or aircraft operators may only require an escort for the passenger with disability,

regardless of the manifestation of his interest, when at the discretion of the airline or of the aircraft operators, for

technical and flight safety reasons, upon express written justification, the presence of an escort is considered essential.

§ 1 – In case the airline requires the presence of an escort for the passenger with disability, it shall offer to such

escort a discount of at least 80% of the tariff charged to the passenger with disability.
§ 2 – The escort must travel in the same class and on a seat adjacent to that of the disabled person.

Article 49 – The airlines or aircraft operators shall not limit on their aircraft the number of passengers with

disabilities that can move around without help or that are accompanied.

Sole Paragraph – The provision in the “caput” does not apply to the situations that affect the safety of the flight

or the transport of passengers with motor disability, dependent disability and unaccompanied, being limited to fifty per

cent (50%) of the number of cabin crew members.

Article 50 – In case of a group, the airline or aircraft operator shall be informed at least seventy-two (72) hours

in advance in order to adopt the measures necessary for the assistance to its members.

CHAPTER V

Final Provisions

Article 51 – The airlines or aircraft operators shall maintain records of the services of transport of passengers

that need special assistance for statistical control and monitoring, and shall communicate them to the National civil

aviation agency – ANAC, upon request.

Article 52 – The airport administrations shall ensure that, since the conception until the implantation of the

architectural and urban projects, as well as the reforms of the airport facilities, as technical standards of accessibility of

the ABNT, of DOC 9184-AN/902 of the OACI – Airports Planning Manual, Part 1, will be complied with, as well as

the rules contained in Doc. no. 5.296/2004.

Article 53 – The installations reserved or destined to the persons that need special assistance shall exhibit

proper signs, according to Act no. 7.405, of November 12, 1985 and DOC 9636 of the OACI – International Signs to

Provide Guidance to Persons at Airports and Marine Terminals.
ANNEX II

CLASSIFICATION AND CODIFICATION OF PASSENGERS THAT NEED SPECIAL ASSISTANCE

MEDA – Medical case – Medical supervision and/or authorization may be required. It does not apply to

passengers that only need special assistance at the airport and during the boarding and disembarkation operations. It

applies to the following passengers: victims of accidents, with plaster casts, persons that need oxygen during the flight,

newborn babies in incubators, etc.

STCR – Passengers transported on stretchers

WCHR – Wheelchair – R for Ramp. The passenger can go up and down stairs and walk to and from his seat,

but he needs the wheelchair to move along greater distances (through the ramp, boarding bridge, etc.).

WCHS – Wheelchairs – S for Steps. The passenger can not go up or down stairs, but he can walk to and from

his seat, but he needs the wheelchair to move along greater distances (through the ramp, boarding bridge, etc.). He

needs suitable equipment for boarding or disembarkation when the aircraft is parked at the ramp.

WCHC – Wheelchair – C for Cabin seat. The passenger than can not move and needs the wheelchair to reach

the go to the aircraft and, to and from his seat, as well as suitable equipment for boarding or disembarkation when the

aircraft is parked at the ramp.

MAAS – (“MEET and ASSIST”) – Special Cases – Passengers that require special attention individually

during the boarding and disembarking operations which normally is not provided to other passengers. They are the

following: pregnant women, the elderly, convalescent, etc.

BLND – Passenger with visual impairment – Specify if accompanied by a dog trained to help

DEAF – Passenger with hearing impairment – Specify if accompanied by a dog trained to help

INF – Lap child

UMNR – Unaccompanied minors

OXYG – Oxygen for passengers traveling, both sitting and on stretcher, that need oxygen during the flight

WCBD – Wheelchair powered by dry battery

WCBW – Wheelchair powered by wet battery
ANNEX III

ACRONYMS AND ABBREVIATIONS

ABNT Brazilian Association of Technical Standards

ANAC National Civil Aviation Agency

CORDE National Coordination for Integration of Disabled Persons

CTA Aerospace Technical Center

GER Regional Management

IFI Institute of Industrial Promotion and Coordination

INSPAC Civil Aviation Inspector

NOAC Civil Aviation Operational Standard

OACI International Civil Aviation Organization

PFAC Civil Aviation Inspection Office

SAC Civil Aviation Section

SEPC Superintendence of Studies, Research and Qualification

SIE Superintendence of Airport Infrastructure
Logo of ANAC - NATIONAL CIVIL AVIATION AGENCY

RESOLUTION No. 280, OF JULY 11, 2013.

Provides for procedures relating to the accessibility of passengers requiring special assistance for air

transport and other measures.

THE EXECUTIVE BOARD OF THE NATIONAL CIVIL AVIATION AGENCY - ANAC in

exercising the powers bestowed upon it by Arts. 8, sections IV and X, and 11 of Law No. 11182 of

September 27, 2005, in view of the provisions of Laws 10048, of November 8, 2000, and 10098 of

December 19, 2000, and Decrees 5296 of December 2, 2004, and 6949 of August 25, 2009 and

considering the content of process No. 60800.174362/2011-11, decided and approved at the Executive

Board Meeting held on July 11, 2013,

RESOLVES:

Art. 1 To establish, pursuant to this Resolution, the procedures relating to the accessibility of

passengers requiring special assistance (PNAE) for public air transport.

Art. 2 This resolution applies to passengers, airport operators, air carriers and their agents in regular or

irregular domestic or international public passenger transport services, except air taxi services.

Paragraph 1 The provisions of this Resolution do not apply to arrival and departure operations

conducted outside the national territory and procedures prior to the trip and during the flight phase

departing outside the national territory.

Paragraph 2 The provisions of this Resolution shall be without prejudice to national or foreign

legislation applicable to civil aviation security against acts of unlawful interference, operational safety, or

facilitation of air transport.

Paragraph 3 The provisions of Annex II of this resolution only apply to aircraft registered in Brazil.

CHAPTER I

GENERAL PROVISIONS

Art. 3 For the purpose of this resolution, PNAE shall mean disabled person, person less than sixty (60)

years old, pregnant, lactating, accompanied by one infant, person with reduced mobility or anyone who

for some specific condition has limitation on its autonomy as a passenger.

Art. 4 Communications between airport operators, air carriers and their agents shall employ the codes

contained in Annex I to this Resolution.

Art. 5 The airport operators, air carriers and their agents shall adopt the necessary measures to

guarantee the physical and moral integrity of PNAE.

Art. 6 PNAE shall be entitled to the same services that are provided to users in general, but under

conditions of priority services at all stages of its trip, including with precedence to frequent passengers

during the term of the air transport agreement, observing their special service needs, including access to

information and instructions, to airport facilities, aircraft and vehicles at the disposal of other air

passengers.

Paragraph 1 There may be restriction on services rendered when there are no conditions to ensure the

health and safety of PNAE or the other passengers, based on the conditions provided in normative acts

of ANAC, the general operations manual or in the operations specifications of the air carrier.

Paragraph 2 The air carrier shall disclose the conditions and restrictions on the transport of PNAE and

its Assistive Devices and medical equipment.

Art. 7 PNAE shall be entitled to waive the special assistance to which they are entitled, subject to the

provisions of paragraph 2 of Art. 2.

Art. 8 The provision of special assistance under this Resolution shall not give rise to any obligation to
PNAE.

Paragraph 1 The assistance provided for in sections I and II of Art. 10 are excepted from the head

provision

Paragraph 2 The provisions of the head provision do not prevent the collection:

I - for additional seating needed for accommodation of PNAE, Assistive Devices or medical

equipment, whose occupation by another passenger is prevented; and

II - for transport of baggage over the weight limit, subject to the provisions of Art. 23. Paragraph 3 In

collection for services mentioned in paragraph 2 of this Article, the air carrier shall:

I - charge for each additional seat needed for service an amount equal to or less than twenty percent

(20%) of the value of air ticket purchased by PNAE; and

II - offer a discount of at least eighty percent (80%) of the amount charged for excess baggage,

exclusively for the transport of essential Assistive Devices or medical equipment medical equipment

used by PNAE.

CHAPTER II

PROCEDURES PRIOR TO TRAVEL

Art. 9 The air carrier at the time of contracting the air service shall inquire with PNAE on the need for

an escort, Assistive Devices, communication resources and other assistance, regardless of the marketing

channel used.

Paragraph 1 PNAE shall inform the air carrier the special assistance required:

I - at the time of contracting the air transportation service in response to the questioning of the air

carrier;

II - at least seventy two (72) hours prior to the scheduled flight departure time for PNAE that requires

a escort, pursuant to Art. 27, or the submission of medical documents, pursuant to Art. 10; or

III - at least forty-eight (48) hours prior to the scheduled flight departure time for PNAE requiring

other types of assistance not mentioned in item II of this paragraph.

Paragraph 2 The absence of information about special assistance within the time limits specified in this

article shall not prevent the transport of PNAE when there is agreement of the passenger to be

transported with the assistance that is available, subject also, however to the provisions of paragraph 2

of Article 2.

Art. 10. For purposes of evaluating the conditions referred to in paragraph 1 of Art. 6 the air carrier

may require submission of the Medical Information Form (MEDIF) or other medical document with

information about the health condition of the PNAE, who:

I - needs to travel on a stretcher or incubator;

II - needs to use oxygen or other medical equipment; or

III - presents health conditions that may result in a risk to themselves or other passengers or the need

for medical attention in case of extraordinary performance of air travel.

Paragraph 1 The medical document and MEDIF shall be evaluated by the medical service of the air

carrier, specialized in aviation medicine, with a deadline for response of forty-eight (48) hours.

Paragraph 2 For passenger transport under the conditions mentioned in sections I and II of this article,

certification may be required, pursuant to specific regulations.

Paragraph 3 The air carrier shall take measures providing for exemption from the requirement to

present a medical document or MEDIF when the conditions that characterize the person as PNAE are

permanent and stable and the documents have already been submitted to the air carrier.

Art. 11. Denial of the air transportation service to PNAE shall be justified in writing within ten (10)

days, solely on the basis provided in paragraph 1 of Art. 6.

Sole paragraph. The possible discomfort or inconvenience to other passengers or crew are not a
justification for refusal of the air transportation service.

Art. 12. The air carrier cannot limit the number of PNAE aboard.

Art. 13. The air carrier must provide the PNAE information regarding the procedures to be adopted at

all stages of air transport.

Sole paragraph. PNAE shall inform, in accordance with Art. 9, the communication resources it needs.

CHAPTER III

ASSISTANCE DURING TRAVEL

Section I

General Provisions

Art. 14. The air carrier shall provide assistance to PNAE on the following activities:

I - check-in and checking of baggage;

II – transit from check-in counter to the aircraft, passing through border and security controls;

III - boarding and de-boarding of aircraft;

IV - accommodation in the seat, including transit within the aircraft;

V - accommodation of hand luggage in the aircraft;

VI - transit from the aircraft to the baggage claim area;

VII - collection of checked baggage and accompaniment at border controls;

VIII - exit from the arrival area and access to the public area;

IX - transport to sanitary facilities;

X - provision of assistance to PNAE guide dog or service dog user;

XI - transfer or connection between flights; and

XII - individual demonstration to PNAE of the emergency procedures, when requested.

Sole paragraph. The air carrier shall be responsible for provision of assistive devices necessary for

implementation of the assistance provided under this Article, except as provided in paragraph 1 of Art.

20 of this Resolution.

Art. 15. The special assistance during the journey shall be made available by the air carrier to PNAE

beginning from the time of check-in.

Sole paragraph. If PNAE perform the check-in by means other than the personal presence, he/she

shall, upon arrival at the airport, identify him/herself to a representative of the air carrier.

Art. 16. PNAE shall comply with the check-in times as other passengers.

Sole paragraph. For the cases provided for in sections I and II of Art. 10, the air carrier may establish

different check-in times, provided that it notifies the passenger sufficiently in advance.

Art. 17. The air carrier shall board PNAE in priority to all other passengers.

Art. 18. The de-boarding of PNAE shall be performed soon after the de-boarding of the other

passengers, except when the time available for the connection or other circumstances warrant

prioritization.

Art. 19. Responsibility for assisting PNAE, pursuant to Art. 14, for connecting flights, remains with the

air carrier who performed the step of arrival until there is submission to the operator of the departure

phase.

Art. 20. The boarding and de-boarding of PNAE that depends on the STCR, WCHS or WCHC type of

assistance shall be performed preferably by boarding bridges and may also be performed by raising or

lowering equipment or ramp.

Paragraph 1 The raising or lowering equipment or ramp provided for in the head provision shall be

provided and operated by the airport operator and a specific price may be charged by air carriers.

Paragraph 2 The air carrier shall be able to provide and operate its raising or lowering equipment or
ramp.

Paragraph 3 The air carriers and airport operators are authorized to enter into arrangements,

agreements or legal instruments with other operators or companies providing ancillary services for

provision and operation of raising and lowering equipment or ramps provided in paragraphs 1 and 2 of

this Article.

Paragraph 4 Except for the provisions of the head provision, boarding or de-boarding of PNAE on

aircraft whose maximum height from the bottom of the doorway for access to the passenger cabin

from the ground does not exceed one meter and sixty centimeters (1.60 meters).

Paragraph 5 In the cases specified in paragraph 4 of this Article, the boarding and de-boarding of

PNAE may be made by other means, provided that his/her safety and dignity are guaranteed,

prohibiting manual loading of the passenger, except in cases requiring emergency evacuation of the

aircraft.

Paragraph 6 For purposes of paragraph 5 of this Article, manually loading the passenger means

supporting him/her, holding directly onto parts of his/her body, with the effect of raising or lowering

him/her from the aircraft to the level necessary to board or de-board.

Paragraph 7 The air carrier shall be responsible to provide the means for boarding or de-boarding of

PNAE in the cases specified in paragraphs 4 and 5 of this article.

Art. 21. The air carrier shall provide the airport operator, timely information necessary for the care of

PNAE at the airport, in particular for purposes of allocating the boarding bridges for aircraft that are

transporting PNAE that depends on the assistance provided in the head provision of Art. 20.

Paragraph 1 The airport operator shall establish procedures and deadlines for providing the

information mentioned in the head provision.

Paragraph 2 The airport operator shall keep available to the public information about the means that

can be employed at each airport for boarding and de-boarding of PNAE that requires the assistance

provided for in Art. 20.

Section II

Assistive Devices and Medical Equipment

Art. 22. Assistive devices used by PNAE to aid in their mobility and medical equipment can be used in

the security restricted area and brought to the door of the aircraft provided that subject to verification

at the airport safety inspection channel.

Art. 23. The air carrier shall transport free of charge the assistive devices used for transit of PNAE

limited to one (1) piece:

I - in the aircraft cabin, when there is adequate space; or

II - in the luggage compartment of the aircraft, and shall be made available to PNAE upon de-boarding

aircraft.

Art. 24. When necessary, the medical equipment to be used during the flight shall be transported in the

cabin.

Sole paragraph. PNAE may use his/her own medical equipment, subject to the provisions of paragraph

2 of Art. 2.

Art. 25. Assistive devices and medical equipment of PNAE, when checked baggage, shall be considered

fragile and priority items, and shall be transported on the same flight as PNAE.

Paragraph 1 The assistive device or medical equipment shall be reported, identified and presented to

the air carrier, which shall deliver proof of receipt to the PNAE.

Paragraph 2 In the case of loss or damage of assistive devices or medical equipment, the air carrier

must provide, upon de-boarding, immediate replacement with an equivalent item.

Paragraph 3 The loss or destruction occurs when the assistive device or medical equipment has not
been returned to PNAE in the same condition as they were presented to the air carrier after forty-eight

(48) hours from arrival.

Paragraph 4 Upon verifying loss or destruction, the air carrier shall pay compensation to PNAE in the

market value of the lost or destroyed assistive device or medical equipment, within fourteen (14) days.

Paragraph 5 The assistive device or medical equipment provided by the air carrier pursuant to

paragraph 2 of this Article shall remain at the disposal of PNAE until purchase or replacement of the

assistive device or medical equipment, limited to the term of fifteen (15) days after payment of the

indemnity.

Paragraph 6 Other forms of compensation to PNAE may be established by specific agreement between

the parties, and the air carrier shall in this case inform previously to PNAE its rights provided in

paragraphs 2 to 5 of this article.

Art. 26. The transport of assistive devices medical equipment or any other items that involve articles

classified as hazardous for air transport shall be done in accordance with the technical requirements of

section 175.11 of Brazilian Civil Aviation Regulation No. 175 (RBAC No. 175), entitled “Transport of

Dangerous Goods in Civil Aircraft.”

Section III

Escort

Art. 27. PNAE with disability or reduced mobility shall be accompanied whenever:

I - traveling on a stretcher or incubator;

II - due to impairment of mental or intellectual nature, he/she cannot understand the flight safety

instruction; or

III - cannot meet his/her physiological needs without assistance.

Paragraph 1 In the cases provided for in sections I to III of this article, the air carrier shall provide an

escort, at no additional charge, or require the presence of the escort of the PNAE’S choosing, and

charge for the seat of the escort an amount equal to or less than twenty percent (20%) of the value of

the air ticket purchased by PNAE.

Paragraph 2 The air carrier shall provide a written response within forty-eighty (48) hours, to the escort

request provided in this article.

Art. 28. The escort shall be over eighteen (18) years and be able to provide necessary assistance to assist

the PNAE including those of Art. 14.

Sole paragraph. The escort shall travel in the same class and in the adjacent seat as the PNAE who

he/she is assisting.

Section IV

Guide Dog or Service Dog

Art. 29. PNAE user of a guide dog or service dog may enter and remain with the animal in the

passenger terminal building and aircraft cabin, upon presentation of identification of the guide dog and

proof of user training.

Paragraph 1 The guide dog or service dog shall be transported free of charge on the floor of the aircraft

cabin adjacent to its owner and under his/her control, provided that equipped with harness, and with

use of a muzzle not required.

Paragraph 2 The guide dog or service dog shall be placed so as not to obstruct, in whole or in part, the

aircraft aisle.

Paragraph 3 The guide dog or service dog in training phase shall be allowed in the form of the head

provisions, when accompanying the trainer, instructor or qualified escort.
Paragraph 4 The air carrier shall not be required to provide food to the guide dog or service dog, which

shall be the responsibility of the passenger.

Art. 30. To transport the guide dog or service dog on an aircraft, there must be compliance with the

requirements of national health authorities as well as those in the country of destination, where

applicable.

Section V

Designation of Seats and Restraint Mechanisms

Art. 31. The Brazilian air carrier shall provide:

I - restraint system for an infant or allow that the individual responsible for the child supply it, provided

that in accordance with the technical requirements of paragraph 121.311(b) of RBAC No. 121, entitled

“Operational Requirements: Domestic, Flag and Supplemental Operations”;

II - special seats next to the aisle, in the front and rear of the aircraft, as close as possible to exits,

equipped with movable armrests, provided in a minimum amount according to Annex II of this

resolution, prohibiting their locations in emergency exits; and

III - the additional restraint mechanism for PNAE that present a limitation that prevents it from

staying upright on the back of the aircraft.

Paragraph 1 The PNAE may use his/her own supplemental restraint mechanism, provided that in this

case, it files a request for authorization to ANAC at least twenty (20) days from the transportation date.

Paragraph 2 Once an additional restraint mechanism has been approved by ANAC, the PNAE shall be

exempt from seeking authorization for its use on other trips, it being sufficient to present to the air

carrier at the time of boarding, the corresponding authorization, provided that within its validity, if

applicable.

Art. 32. If PNAE presents a limitation that requires maintaining the position of his/her seat with

backrest in a reclined position in all phases of flight, including takeoff and landing, the seat located

immediately behind and the seats that have the corridor obstructed by the aircraft seat with backrest in

a reclined position cannot be occupied.

Art. 33. The PNAE that requires WCHR, WCHS or WCHC type of assistance, the PNAE

accompanied by a guide dog or service dog and the PNAE whose knee joint does not permit the

maintenance of a bent leg shall be allocated by the air carrier in rows with extra spaces or seats

equipped with specific devices, if available, to meet its needs, in a location compatible with the class

chosen and the air ticket purchased.

Sole paragraph. The PNAE that requires WCHC type of assistance shall take precedence over the other

passengers with seats along the corridor located in rows next to the main doors for boarding or deboarding the of the aircraft and lavatories.

Art. 34. The air carrier cannot accommodate the PNAE in a seat adjacent to an emergency exit or in a

manner that causes total or partial obstruction of the aisle of the aircraft.

CHAPTER IV

QUALITY CONTROL OF SPECIAL ASSISTANCE SERVICES

Art. 35. The air and airport operators shall establish a training program for its ground and flight crew

teams that service the passengers and responsible for accessibility set forth in Art. 39, in order to train

them to adequately serve the PNAE, and shall provide documentary proof when requested by ANAC.

Sole paragraph. The training program mentioned in the head provision shall comply with the

provisions of Annex III of this Resolution.

Art. 36. Aircraft and airport operators shall implement a quality control program for the service
provided to PNAE, based on the service provided.

Art. 37. Aircraft and airport operators shall hold and maintain, for two (2) years, the records of service

to PNAE, for monitoring and statistical control, and the following information shall be registered,

pursuant to the case:

I - for each PNAE transport service provided:

a) date of completion;

b) airports of origin, destination, and connection;

c) type(s) of aircraft that carried out the transportation;

d) type(s) of service provided, in accordance with the codes of Annex I to this resolution;

e) assistive device(s), medical equipment or other equipment made available;

f) provision or non-provision prior communication, pursuant to Art. 9 or Art. 21; and

g) presence or not of a guide dog or service dog; and

II - for each PNAE air transport service requested and not provided:

a) date of service request; and

b) reason for refusal or failure to provide the service.

Art. 38. Air carriers and airport shall realize and maintain for two (2) years, the record on exchange of

information between operators and PNAE, including times of receipt and transmission of each item of

information.

Art. 39. Air carriers and airport operators which operate regular flights shall maintain during the entire

period of their operations, an employee responsible for accessibility to be consulted to solve any

incidents related to the PNAE service.

Paragraph 1 The representative responsible for accessibility shall be available for contact in person or

by other means that allow immediate service.

Paragraph 2 The guidance of the representative responsible for accessibility cannot counter a decision

based on operational safety adopted by the pilot in command.

CHAPTER V

FINAL PROVISIONS

Art. 40. ANAC may request at any time information related to Arts. 35 to 38.

Art. 41. Annex III of Resolution No. 25, dated August 25, 2008, shall become effective with the

following changes:

I - on the table IV - FACILITATION OF AIR TRANSPORT - Airline:

a) items 1, 5, 6, 9, 13 and 14 shall take effect with the wording in Annex IV of this Resolution;

b) items 16 to 27 are added in the form of Annex IV to this Resolution; and

c) items 4, 7, 8, 10, 11, 12 and 15 are repealed;

II - in table IV - FACILITATION OF AIR TRANSPORT - Airport Administration:

a) items 7 and 15 shall take effect with the wording in Annex IV of this Resolution;

b) items 18 to 23 are added in the form of Annex IV of this Resolution; and

c) items 1, 5, 6, 8, 13, 14 and 16 are repealed;

III - to the header of the table of Annex III, the text “BRAZILIAN AERONAUTICAL CODE -

ART. 1, paragraph 3, coupled with ARTS. 12 and 289” is added.

Art. 42. Equipment referred to in Art. 20 shall be provided by the airport operator, pursuant to

paragraph 1, according to the following schedule:

I - until December 2013: airports that handled two million (2,000,000) passengers or more per year;

II - until December 2014: airports that handled more than five hundred thousand (500,000) and less

than two million (2,000,000) passengers or more per year; and

III - until December 2015: airports that handled five hundred thousand (500,000) passengers or less per
year.

Paragraph 1 The number of passengers handled shall be calculated by the sum of departures, arrivals

and connections in the immediately preceding year.

Paragraph 2 Until expiration of the deadlines mentioned in this article, the air carrier shall retain liability

for availability of the equipment referred to in paragraph 1 of Art. 20 of this Resolution.

Art. 43. The Annexes of this Resolution are published in the Staff and Service Bulletin - BPS of the

Agency (address www.anac.gov.br/transparencia/bps.asp) and also available on website “Legislation”

(address www.anac.gov.br/legislacao), on the worldwide web.

Art. 44. This Resolution shall take effect one hundred and eighty (180) days after its publication

Art. 45. Resolution No. 9 of June 5, 2007, published in the Official Gazette of June 14, 2007, Section 1,

pages 18 and 19 is hereby repealed.

MARCELO PACHECO DOS GUARANYS

Director-President

Published in Official Gazette No. 135, Section 1, page 11 of July 16, 2013 and the Staff and Service Bulletin - BPS,

v.8, No. 28 S1 (Supplementary Issue) of July 16, 2013.

ANNEX I TO RESOLUTION No. 280, OF JULY 11, 2013.

CLASSIFICATION AND CODING OF PASSENGERS REQUIRING

SPECIAL ASSISTANCE

MEDA - if medical. Authorization and/or medical treatment may be required. Does not apply to

passengers who only require special assistance at the airport and during boarding and de-boarding

operations. Applies preferentially to the following passengers: injured, wearing a cast, people who

require oxygen during the flight, newborns in incubators, etc..

STCR - Passengers carried on a stretcher.

WCHR - Wheelchair - R to ramp. The passenger can climb stairs and walk from and to his seat, but

needs a wheelchair to move greater distances (via the ramp, the boarding bridge, etc..).

WCHS - Wheelchairs - S to steps (steps). The passenger cannot climb or descend stairs, but can walk

from and to his seat, but needs a wheelchair to move greater distances (via the ramp, the boarding

bridge, etc..). Requires proper equipment to board or de-board when the aircraft is parked on the ramp.

WCHC - Wheelchair - C to the cabin seat. The passenger cannot move around. Requires a wheelchair

to move to the aircraft from and to his seat and proper equipment to carry out the boarding and deboarding when the aircraft is parked on the ramp.

MAAS - (meet and assist) - special cases. Passengers who require special individual attention during the

individual operations of boarding and de-boarding that is not normally given to other passengers. Are

the following: pregnant women, the elderly, convalescents, etc..

BLND - Passenger with visual impairment (specify if accompanied by dog trained to provide

assistance).

DEAF - Passenger with hearing impairment (specify if accompanied by dog trained to provide

assistance).

INF - Infant

OXYG - Oxygen for passengers traveling, both sitting as well as on a stretcher, requiring oxygen during

flight.

WCBD - Wheelchair moved by dry cell battery.
WCBW - Wheelchair powered by wet cell battery.

ANNEX I TO RESOLUTION No. 280, OF JULY 11, 2013.

AIRCRAFT CONFIGURATION

1. The aircraft that will enter service for the first time or has to undergo a major renovation shall be

made suitable in accordance with the accessibility standards of ABNT, with regard to the preferred

location of the seats reserved for passengers in wheelchairs, on board equipment, including seats with

movable armrests (removable or retractable), wheelchairs on board (especially with regard to their

suitability for the aircraft configuration), lavatories, lighting and appropriate signage, except when the

adaptation is deemed impractical by the certifying body.

1.1. For the adjustments referred to in item 1, the following parameters shall be observed:

a) aircraft with thirty (30) or more seats shall have at least half of its seats with mobile aisle armrest; and

b) aircraft with one hundred (100) or more seats shall have at least one wheelchair on board.

1.2. Air carriers are not required to provide aisle seats with mobile armrests in aisle seats in which the

PNAE is prevented from occupying, due to compliance with any requirements issued by ANAC

covering aspects of cabin safety.

1.3. The seats mentioned in letter “a” of item 1.1 shall be available in all classes of service of the

aircraft, in proportion to the number of aisle seats belonging to each class of service.

1.4. Air carriers are not obliged by force of this Resolution to modify their aircraft to meet the

requirements of this Annex. However, if the air carriers replace the seats of their aircraft for recently

manufactured seats, they shall have an armrest with a movable arm along the aisle(s). In no case shall

the operator be required to install seats with a mobile armrest in quality superior to that established in

letter “a” of item 1.1.

1.5. Domestic or foreign air carriers shall comply with the requirements in letter “a” of item 1.1 and in

Sections 1.2 and 1.4 with respect to aircraft that were initially ordered after April 5, 1990 and delivered

after April 5, 1992. Item 1.3 applies to air carriers with respect to aircraft that were initially ordered after

May 13, 2009, or which were delivered after May 13, 2010.

1.6. Compliance with the rules mentioned in item 1.4 applies to new seats ordered after May 13, 2009.

1.7. Subject to the rule laid down in items 1.1 to 1.6, in the event of impossibility of installing seats with

mobile arm rests in a particular class of the aircraft, due to fact that the seat model does not offer this

option (eg, first class seats with retractable tables integrated into the armrest), it is acceptable that an

alternative method be adopted that provides sufficient space between the seat in question and the

seat/partition immediately in front, so as to allow entry in the cited space by the wheelchair provided

by the operator. Thus, proceed to the transfer of PNAE to the seat without hindrance by the armrest in

its path.

ANNEX III TO RESOLUTION No. 280, OF JULY 11, 2013.

TRAINING PROGRAM

1. The training shall include an understanding of the diversity of needs and deficiencies, as well as help

the team to develop an awareness of appropriate responses to the Program, and shall include at least

the following content:
1.1. physical, sensory, intellectual and non-apparent disabilities;

1.2. people with mental disorder;

1.3. cognitive disabilities;

1.4. people who need assistive devices;

1.5. persons with reduced mobility;

1.6. people with hearing impairment;

1.7. people with visual impairments;

1.8. deaf-blind people;

1.9. people with speech disorder;

1.10. people who need escorts and the role of escorts; and

1.11. people traveling with a guide dog or service dog.

2. For the development of the content of the training program referred to in item 1, air carriers and

airport operators may consult organizations representing people with disabilities, as well as consider the

involvement of these organizations in assessing the content of their training programs or their teams.

3. The deepening of the content and methodology of training must be compatible with the functions to

be performed by the person being trained.

4. The training program shall consider the need to conduct refresher courses, which shall incorporate

information on new equipment, procedures and policies.

ANNEX IV TO RESOLUTION No. 280, OF JULY 11, 2013.

(VALUE OF FINES ON LEGAL ENTITIES, EXPRESSED IN REAL)

I - FACILITATION OF AIR TRANSPORT - Airline:

CODE L. ENTITY

DCI

1. Failure to establish training programs in accordance

with the regulations, to ensure the availability of ground

and flight crew personnel specially trained to deal with

passengers requiring special assistance (PNAE).

10.000 17.500 25.000

4. Repealed - - -

5. Failure to provide priority service to PNAE. 10.000 17.500 25.000

6. Not provide additional safety mechanisms for two point

seatbelts for use of PNAE. 10.000 17.500 25.000

7. Repealed - - -

8. Repealed - - -

9. Failure to accommodate PNAE in rows with extra spaces

or seats equipped with specific devices, if available, in

accordance with the regulations.

10.000 17.500 25.000

10. Repealed - - -

11. Repealed - - -

12. Repealed - - -

13. Failure to provide escort to PNAE, which shall be

accompanied by a charge for the passenger seat of choice

by the PNAE in an amount not exceeding twenty percent

(20%) of the value of air ticket purchased by PNAE.

10.000 17.500 25.000

14. Failure to obtain registration information on the service 10.000 17.500 25.000
to PNAE.

15. Repealed - - -

16. Not provide PNAE the information provided in the

regulations. 10.000 17.500 25.000

17. Perform improper billing for services of special

assistance to PNAE. 10.000 17.500 25.000

18. Charge for additional seating needed for special services

in an amount greater than twenty percent (20%) of the

value of air ticket purchased by PNAE or fail offer a

discount of at eighty percent (80%) of the amount charged

for the excess baggage for transportation of assistive

devices or medical equipment.

10.000 17.500 25.000

19. Exceed the time limit of forty-eight (48) hours for

evaluation of medical document or MEDIF. 10.000 17.500 25.000

20. Refuse the provision of air transport services to PNAE,

in contravention to the conditions laid down in normative

acts of ANAC, the general operations manual or operating

specifications of the air carrier.

10.000 17.500 25.000

21. Failure to submit a written response or explanation with

regard to the refusal to provide air transport requests or

request for escort within the deadlines established.

10.000 17.500 25.000

22. Failure to provide the airport operator, timely,

information necessary for proper service to PNAE. 10.000 17.500 25.000

23. Prevent PNAE from using own assistive devices,

medical equipment or additional restraint mechanisms in

compliance with the conditions for on board transportation

10.000 17.500 25.000

24. Failure to provide the assistance established by the

regulations in case of loss or failure of technical assistance

or medical equipment of PNAE.

10.000 17.500 25.000

25. Not keep records on exchange of information relating

to the procedures for service of PNAE. 10.000 17.500 25.000

26. Not maintain an employee responsible for accessibility

during the full period of its operations. 10.000 17.500 25.000

27. Not give preference in the allocation of seats closer to

the exits to PNAE requiring WCHC type assistance. 10.000 17.500 25.000

IV - FACILITATION OF AIR TRANSPORT - Airport Administration:

CODE L. ENTITY

DCI

1. Repealed - - -

5. Repealed - - -

6. Repealed - - -

7. Not providing passengers requiring special assistance

(PNAE) access to necessary information and instructions to

serve them.

10.000 17.500 25.000
8. Repealed - - -

... ... ... ...

13. Repealed - - -

14. Repealed - - -

15. Failure to establish training programs in accordance

with the regulations, to ensure the availability of ground and

flight crew personnel specially trained to deal with PNAE.

10.000 17.500 25.000

16. Repealed - - -

... ... ... ...

18. Failure to provide priority service to PNAE. 10.000 17.500 25.000

19. Failure to establish procedures and deadlines for

providing available information by the air carrier regarding

special assistance needs to PNAE.

10.000 17.500 25.000

20. Prevent the use of assistive devices used by PNAE to

support his/he transit in the restricted area. 10.000 17.500 25.000

21. Not keep records on exchange of information relating

to the procedures for service of PNAE. 10.000 17.500 25.000

22. Not maintain an employee responsible for accessibility

in the full period of its operations. 10.000 17.500 25.000

23. Not make available and operate, when required, raising

and lowering equipment or ramp for boarding or deboarding of PNAE.

10.000 17.500 25.000

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