Ministry of Justice notifies Latam for problems with passenger accessibility on flights


The National Consumer Secretariat (Senacon) demanded explanations from the airline Latam about possible violations of the rights of disabled consumers. In the notification sent this Friday (2) to the company, the secretariat gave a period of ten days for Latam to defend itself against the accusation of having violated the right of a wheelchair passenger to priority boarding and to seats appropriate to her condition.

The company must also provide information about its accessibility policy. Linked to the Ministry of Justice and Public Security, Senacon did not disclose the identity of the passenger, but two weeks ago, lawyer and activist for the rights of people with disabilities, Nancy Segadilha, used her social media to criticize the company.

Nancy, who is quadriplegic, said that, on the 18th, when checking in for her flight, which was departing from Eduardo Gomes Airport, in Manaus, she asked to occupy a seat in the first row of the plane, the only one capable of behave your wheelchair. According to a resolution by the National Civil Aviation Agency (Anac), this space should be primarily intended for the elderly, people with disabilities, pregnant women, breastfeeding women, people traveling with children or people with reduced mobility.

“Unfortunately, the airline does not respect Anac’s resolution”, wrote the lawyer on Instagram. “The answer I got from the first attendant was that the priority seats in the first row were already taken and there was nothing they could do,” added Nancy, assuring that, in the face of denials, she was willing to pay to be able to travel in the front row. “Extremely harshly, rudely, [um supervisor da Latam] retorted to me that this would generate revenue problems for the company and that he could not do anything.”


In addition to demanding explanations from the company, Senacon will also monitor other airlines. The objective is to determine if there is a failure in the provision of services. According to the Secretariat, civil aviation companies will be notified to provide information on the procedures adopted to ensure accessibility for people with disabilities.

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Other side

When consulted by the report, Latam reported that it had not yet been notified about the case in question, but added that it is sensitive to the passenger’s discomfort and clarifies that it was not possible to transfer her seat due to the unavailability of seats in the so-called Premium Economy category.

“In view of this, the passenger was accommodated in a seat in the aisle of the fourth row of the aircraft, located exactly behind the Premium Economy category, as determined by article 31 of ANAC resolution 280 on the service of passengers with reduced mobility. The company also reiterates that its boarding was carried out as a priority, as attested by the video posted on its social networks, also following the determination of the regulatory agency’s resolution “, informed the company.

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