Automated Disruption Assistance in Brazil

During the last decade, commercial aviation in Brazil has grown significantly, overcoming the number of 100 million passengers per year. The full operation represents a challenge for the air carriers, especially during flight disruptions. Besides the re-accommodation of the passengers into other flights, under certain circumstances, the ANAC 400 resolution requires the airlines to provide a series of material assistance. Meal, transport, and hotel make part of the exigences stated by the ANAC 400. Our study aims to analyze the current process that is mainly manual and propose to automatize several steps through a self-service solution. The researchers verified the potential adoption of the resolution through a survey where the vast majority of respondents are favorable for using self-services and avoid lines at the airport.