00:00If the phone rings in the middle of the night and on the other end of the line, someone says only
00:05It's serious.
00:06The world changes places in seconds, the suitcase isn't packed, the money isn't separated,
00:11The heart cannot keep up with the speed of thought.
00:15The clock is ticking, the airport is far away, and the price of the ticket, bought in haste,
00:20It feels like an additional punishment at a time that already hurts too much.
00:23It is precisely at this point, when urgency meets ignorance, that information becomes crucial.
00:31Silent, little publicized, and almost never explained, it can make all the difference between being present.
00:38or get left behind.
00:40There is a discreet policy in Brazilian airlines that can drastically reduce [costs].
00:45The cost of travel during a time of bereavement or family emergency.
00:49Few people know, almost no one talks about it, and when the pain arrives, the time to find out seems to slip away.
00:57It does not exist.
00:58Brazil is a country of continental distances.
01:01Families live scattered throughout the area.
01:04Children work in different states than their parents.
01:08Siblings build lives thousands of miles apart.
01:12This dispersion, resulting from opportunities and needs, takes its toll when life demands presence.
01:20immediate.
01:21In situations involving death or serious hospitalization, rapid transport becomes...
01:27in a race against the clock.
01:29In this scenario, the cold logic of the airline market prevails.
01:33Tickets bought at the last minute are expensive, sometimes too expensive for those who are already...
01:40emotionally devastated.
01:41What almost never appears in ads, on websites, or in apps is that some
01:48Airlines offer, on their own initiative, emergency fares, known as
01:53such as a bereavement fee, solidarity fee, or compassion fee.
01:58This policy is not written into law.
02:00It does not appear in the Consumer Protection Code.
02:03It is not a regulatory obligation.
02:05It cannot be demanded as an automatic right.
02:08It exists as a gesture of humanity within an industry known for its rigid rules.
02:14Fines and little flexibility.
02:17And perhaps that's why it's so misunderstood.
02:20There are no banners.
02:21There are no simple forms.
02:23There is no button on the website saying
02:26Click here if you've lost someone.
02:28Everything happens behind the scenes, in tense phone calls, in difficult conversations.
02:34with attendants who often also have not received adequate training to deal with
02:40with this type of request.
02:42The first barrier is silence.
02:44Most people simply don't know that this possibility exists.
02:50They find out too late, after they've already paid exorbitant amounts or after they've...
02:56They gave up on traveling because they couldn't afford the costs.
03:01The second barrier is confusion.
03:04Even among those who have vaguely heard about the subject, there are doubts and misinformation.
03:09Misunderstandings, myths, and frustrations.
03:13Ultimately, who is entitled?
03:15What documents are required?
03:17How soon do we need to act?
03:20And perhaps the most agonizing question of all.
03:24Is it worth trying when all you want is to get on the plane as quickly as possible?
03:29The answers aren't simple, and perhaps they never will be.
03:33Each airline adopts its own criteria, distinct interpretations, and different levels.
03:38flexibility.
03:39In Brazil, two of the largest companies in the sector officially recognize some type of policy.
03:46of family emergencies, even if they don't make a point of publicizing them widely.
03:51The third major company, although it does not have a formal bereavement fee, says it is analyzing
03:57individual cases.
03:58In practice, this means that the chance of getting help exists, but it depends on persistence.
04:06Clarity in communication and, above all, prior information.
04:10The mechanism works, broadly speaking, as follows.
04:14In the event of a recent death or a serious hospitalization with a risk of death of a
04:20If the passenger is a close relative, they can contact the call center directly.
04:25Contact the airline and request an emergency fare.
04:29In some cases, the discount can reach up to 80% of the ticket price, depending on...
04:36This applies only to the base fare, excluding airport taxes and additional services.
04:43For this to happen, the company requires documents that prove the situation, such as
04:50Declaration or death certificate, medical certificate, and proof of kinship.
04:56Everything is analyzed on a case-by-case basis, with no guarantee of automatic approval.
05:01The problem is that this analysis takes place at a time when the passenger is vulnerable.
05:07Pressed for time and emotionally exhausted.
05:11It is not uncommon for customer service representatives to be unfamiliar with the procedure, provide incomplete or contradictory information.
05:20Or they simply don't know how to submit the request.
05:25There are reports of people who had to insist, ask to speak to supervisors, call more often.
05:32To repeat the painful story once and for all with each new customer service representative.
05:36In a system that demands speed and sensitivity, emotional strain is compounded by grief.
05:43Nevertheless, cases where the tariff is granted show that it can represent real relief.
05:49A ticket that would cost thousands of reais could become affordable, allowing children...
05:55Saying goodbye to parents, siblings embracing, families coming together to get through one of life's most difficult moments.
06:06In other scenarios, when the ticket has already been purchased in a hurry,
06:11Some companies allow you to request a partial refund or credit proportional to the bereavement fee.
06:18provided that the request is made within a specific timeframe and accompanied by the necessary documentation.
06:26It's not a universal rule, but a possibility that many are unaware of.
06:31There are also situations where the emergency is not death itself, but the imminence of it.
06:36ICU admissions, serious diagnoses, high-risk surgeries.
06:41Under these circumstances, some companies demonstrate greater flexibility.
06:46allowing for cancellations without penalty, postponement of the trip for up to one year, or keeping the ticket open.
06:53For those who already had a ticket booked and suddenly find themselves unable to travel.
06:58or you need to change your plans completely,
07:01This flexibility can prevent significant financial losses at a time of extreme vulnerability.
07:09The contrast between the coldness of the system and the delicacy of the human condition is evident.
07:15On one side, rules, deadlines, documents, protocols.
07:20On the other hand, there are people dealing with mortality, with the guilt of not being there, with the fear of arriving too late.
07:27Perhaps that's why it's so important to talk about this topic before it becomes necessary.
07:32Information, in this case, does not eliminate the pain.
07:35But it can reduce an extra burden that no one should have to carry.
07:39The existence of the bereavement fee also raises broader questions.
07:44Regarding the social role of companies and the boundaries between profit and humanity.
07:49In a highly competitive sector, where every empty seat represents a loss.
07:54and each fare is calculated with mathematical precision,
07:58The decision to offer significant discounts in emergency situations is not a trivial one.
08:04It is not mandatory, does not generate good immediate publicity, and can still be the target of fraud attempts.
08:11Nevertheless, some companies maintain this policy as a kind of silent commitment to their passengers.
08:18Silence, however, comes at a price.
08:21By not clearly disclosing this information,
08:23Companies transfer the responsibility of discovering, asking, and persisting to the consumer.
08:31Those who don't know, don't ask.
08:33Those who do not ask, do not receive.
08:34And so, a benefit that could alleviate the suffering of thousands of families.
08:40It ends up being restricted to a few who, by chance, have heard about it.
08:44or they received proper guidance at the right time.
08:48There is also the cultural factor.
08:50Talking about death, grief, or family emergencies is not comfortable.
08:55It doesn't make for lighthearted advertising campaigns or inspiring slogans.
09:00Perhaps that's why the topic remains relegated to obscure forums.
09:04comments lost on the internet
09:06or isolated accounts in videos by content creators
09:11who are willing to address the issue seriously.
09:14But ignoring it doesn't make it disappear.
09:18On the contrary, it only increases the impact when reality comes knocking.
09:23In many accounts, the experience with the bereavement fee
09:26It reveals not only the complexity of the process,
09:29but also the importance of individual empathy.
09:33There are attendants who are helpful,
09:36who explain things calmly, who guide you step by step.
09:40Others, unprepared or overwhelmed,
09:44They treat the request as just another formality to be fulfilled.
09:48without realizing that, on the other end of the line,
09:51Someone is trying to gather strength to move forward.
09:54The difference between these approaches
09:56can deeply leave a mark on the memory
09:59from someone who is already experiencing trauma.
10:02It must be stated clearly that there is no guarantee.
10:05Bereavement benefits are not an acquired right.
10:08It cannot be legally required as a general rule.
10:10It is not available on all flights.
10:14Not for all degrees of kinship.
10:17Each company defines its own criteria.
10:19And they may change without prior notice.
10:22Still, the mere fact of knowing that this possibility exists
10:26It already changes the passenger's posture.
10:29Instead of passively accepting
10:31the absurd price of a last-minute ticket,
10:34He can try asking, insisting.
10:38The answer has already been given: no.
10:40Trying it might open an unexpected door.
10:43In a country marked by inequalities,
10:45where access to financial resources
10:47can determine who gets to say goodbye
10:50and those who can't,
10:52This type of policy takes on even greater importance.
10:55It's not just about economics,
10:57but with dignity.
10:59Being present at a wake,
11:02accompanying a family member in serious condition,
11:03to hold someone's hand one last time
11:06These are priceless experiences.
11:08When the financial cost becomes an insurmountable barrier,
11:12The pain multiplies.
11:14By bringing this topic up,
11:16The goal is not to create false expectations.
11:19Nor should we promise magical solutions for times of loss.
11:23It is, above all,
11:25to shed light on information that could be crucial.
11:27in extreme circumstances.
11:29It's important to remember that,
11:30even in complex and impersonal systems,
11:33There are still openings for compassion.
11:37and to know about these loopholes in advance.
11:39It can make all the difference.
11:41If you are watching this video during a difficult time,
11:45Here is our expression of solidarity.
11:47No one should have to think about airfares.
11:49when the heart is in pieces,
11:51But if this information can help you get closer to the one you love,
11:57So it plays an important role.
11:58If you're not going through this right now,
12:01Keep this knowledge in mind.
12:02Share it.
12:03Talk about him.
12:05Because of the emergency,
12:07when it arrives,
12:07It doesn't warn you.
12:09And the time to learn
12:10It's always too short.
12:12To the channel's viewers.
12:14Knowing the truth,
12:15Thank you so much for being here.
12:18because they trust in our work,
12:21and for helping to spread information
12:23that really matter.
12:25To the channel members,
12:26Our special thanks
12:28It's your support,
12:30which allows for a deeper exploration of sensitive topics,
12:33investigate,
12:34to look for,
12:35and deliver content responsibly and respectfully.
12:39And if you're not already a member,
12:41Consider becoming one.
12:42In addition to strengthening the channel,
12:44You help keep a space alive.
12:47where difficult issues arise,
12:49but necessary,
12:50They can be treated seriously.
12:52and humanity.
12:53May this content serve
12:54not just as information,
12:56but as a reminder
12:57that even in the darkest moments,
13:00Knowledge can be a form of support.
13:03Thank you for watching until the end.
13:05And until our next meeting...
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