Disruption report with a worked example

Completed account to adapt

Fictional case: “My flight on 12 October, scheduled for 15:00, was cancelled. At 13:40 I contacted the desk, reference EXAMPLE-01. Departure the next day was offered. I want to continue to my destination and request confirmation of the new itinerary, bag status and applicable assistance during the wait. Attached: reservation and support record.”

Separate observation from assumption. Send personal documents only through the relevant official channel. Before accepting a refund or incurring new expenses, clarify the effect on continued travel and applicable conditions.

Delay, cancellation and denied boarding: identify what happened

Record the flight, planned time, announced change and stated reason. Ask the airline where to wait, when to expect an update and which alternatives apply. If boarding is refused, request the reason in writing; missing documents, late arrival, volunteering and involuntary overbooking are different situations.

In Brazil, ANAC describes assistance according to waiting time: communication from one hour, food from two, and accommodation for overnight waits from four, subject to conditions and exceptions. Cancellation and delays exceeding four hours can involve rebooking, refund or other transport depending on circumstances. Do not automatically apply this table in another country.

In the EU, coverage depends on the route and, for some arrivals, the operating carrier. Assistance, reimbursement and compensation have separate criteria. Case: you still want to travel but are offered a refund. Before accepting, clarify whether it ends the contracted transport and how you will reach the destination. Keep responses and receipts; do not assume unlimited reimbursement for independently chosen expenses.

Missing or damaged baggage: record the problem with evidence

Contact the airline or its baggage representative as soon as you identify the problem, preferably in reclaim. Show the bag receipt and flight details; describe colour, size, brand and distinctive features. Photograph damage and the affected parts. Confirm the written record, tracking reference, contact route and correct delivery address.

Example description: “Blue hard-shell case, four wheels, red handle; tag ends in 1234; absent from the belt for the stated flight.” That is more useful than “my suitcase was lost”. Provide the full number through the secure support channel rather than publishing travel data on social media.

Ask about essential expenses and deadlines for the formal claim. Keep receipts and explain necessity; do not buy a complete replacement wardrobe assuming automatic reimbursement. Brazilian ANAC guidance provides for emergency expenses when delayed baggage leaves a traveller away from home without belongings, subject to applicable conditions. An airport report and a later payment claim may be separate steps. For theft, informing the airline does not replace a relevant police report.

Complain with a timeline and a clear request

A useful complaint lets someone reconstruct events. Organize date, flight, change, support contacted, reply and consequence. Attach only what is needed through an official channel: reservation, pass, case reference and relevant receipts. State the remedy sought without inventing an amount or entitlement that still needs assessment.

Original template: “My flight on [date] experienced [event]. At [time], I requested [action] through [channel], reference [number]. I was told [reply]. I request [remedy] and clarification of [point]. Attached: [evidence].” Avoid a long account without dates or an identifiable request.

In Brazil, contact the airline first. If unresolved, Anac Passageiro receives the complaint for an airline response; ANAC monitors aggregate issues but does not individually decide compensation. Elsewhere, check the competent authority; EU guidance also starts with the carrier. Do not publish passport details, QR codes or booking references to attract attention. Follow the case and response; submitting a form does not establish resolution.

References

• Delays, cancellations and assistance
• EU air passenger rights
• Baggage: preparation and problems
• Baggage reclaim and assistance
• Anac Passageiro: airline complaints

Sources checked 2026-09-27.