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Service Letter to Citizens
Service Letter to Citizens
Presentation
INFRAERO – Service Letter to Citizens
Infraero: everyday closer to you. Inside this concept, Empresa Brasileira de Infraestrutura Aeroportuária – INFRAERO aspires to be everyday closer to society. After all, over 110 million passengers that go through our 63 per year. A number that, without a doubt, reaches a large portion of the Brazilian population.
And so that the citizen gets to know and is more informed about what INFRAERO offers, we are launching the Service Letter to Citizens, which represents another INFRAERO product always aiming to take better care of our clients. I will list some examples of this commitment. In the beginning of 2010, we released the Passenger Guide, a publication that sums up a large part of the information that a traveler needs during boarding and disembarking. Nowadays, the content has been expanded and counts with the participation of all the organisms that make up the airline industry sector, making the Guide complete and informative.
Always seeking to listen to our public’s wishes, we launched the Ombudsman service in 2003. And to periodically reinforce it, we do researches to measure the degree of satisfaction of the passengers in the main network of airports of the Infraero Network, so that we improve our management.
The entrance of Infraero into the Decree of Access to Information (Lei de Acesso à Informação – LAI) also represents its commitment to give transparency of its activities when facing society. Currently, there are also several channels of digital integration with the presence of Infraero in Social Media. And also, the Enterprise has two apps that though technology and agility complement some of its services: they are: Infraero Voos Online, released in 2011, and Infraero Aeroperto, recently released.
Now we also widened the range of options so that the citizen knows even better what Infraero offers. With the release of the Service Letter to Citizens, we reinforce our commitment with transparency and responsibility in making public all the channels and services of the Enterprise, besides definitively complying with the Decree nº 6,932 of August 11, 2009. With the publication of the digital version (www.infraero.gov.br), we can easily and quickly each new service for citizens.
Good Reading,
Gustavo do Vale – President of Infraero
PRODUCTS SERVICES
Free internet access
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offer the passenger free internet access through WI-FI technology in the departure lounges
Face to face: Airport boarding rooms at:Aeroporto de Belo Horizonte/Pampulha-Carlos Drummond de Andrade –MGAeroporto Internacional de Confins – Tancredo Neves – MGAeroporto Internacional de Curitiba - Afonso Pena - PR Aeroporto Internacional de Manaus - Eduardo Gomes - AM Aeroporto Internacional de Fortaleza - Pinto Martins - CE Aeroporto Internacional do Rio de Janeiro/Galeão - Antonio Carlos Jobim – RJ Aeroporto Internacional de Natal - Augusto Severo - RN Aeroporto Internacional do Recife/Guararapes - Gilberto Freyre - PE Aeroporto Internacional de Salvador - Dep. Luís Eduardo Magalhães – BA Aeroporto Internacional de Belém/Val-de-Cans - Júlio Cezar Ribeiro - PA Aeroporto de São Paulo/Congonhas - SP Aeroporto do Rio de Janeiro - Santos Dumont - RJ
Select a network of your choice (INFRAERO WiFi Grátis - TIM, NET-VIRTUA-WIFI-BY-INFRAERO or INFRAERO WiFi Grátis - LINKTEL) and register
After checking in and accessing the departure lounge, the passenger may use their equipment for accessing the internet (cell phone, notebook, etc.), and chose the network service provider and register informing their flight number, seat number, date off light and airport of origin
Time necessary for completing the registration form for acces-sing the service
Face to face Board of Commerce / Superintendence of Commercial Business
Face to face
Connectivity
PRODUCTS SERVICES
Aeroperto
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offer suggestions for activities at the airports and close by based on the geolocation of the traveler en each AIRPORT
Online Online: a) on the free app “Infraero Aeroperto”
Have internet access
Download the “Aeroperto” app via smartphone
Immediate. This service is available 24 hours a day, seven days a week
Online Presidency / Institutional Communication; Board of Commerce / Superintendence of Commercial Business
Travel
PRODUCTS SERVICES
Press services
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Work the relationship between organs of the press and Infraero, providing services, exploring guidelines and solving problems
Personally, online and telephone
Personally:a) through scheduled interviews
Online: a) through the e-mail [email protected]
Telephones: (61) 3312.3924; 3312.3917 or 3312.3926 24hour shift: (61) 9981.8411
To dialogue with the Press Office, the requesting party must act in a communication vehicle, organs of the press and other communication offices
The journalists that work at communication vehicles or organs of the press may request interviews through one of the available channels, or send in their doubts, questions or information requests through e-mail or telephone, to the Press Office
Can be immediate or depending on the question posed by the journalist, according to the deadline (time given by be journalist to finalize the demand)
Personally, online and telephone
Presidency / Press Office Information to society
PRODUCTS SERVICES
Financial Client
Services – Central
Billing
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Provide information for the dealers, airplane owners, dispatchers, parking holders and users in general, about the financial billing system.
Telephone:a) telephone 08007233399
Online:a) access the Infraero Portal through the link http://www.infraero.gov.br/aplicacoes/cobrança
To send an email, fill out the form on the link http://www.infraero.gov.br/aplicacoes/cobrança
By making a free call or through the Infraero portal
Immediate – via telephoneUp to a maximum of 12 hours via the Infraero Portal
Telephone and online Finance and Support Services Board / Superintendence of Finance
Telephone and online
Finance
PRODUCTS SERVICES
Roaming help
(yellows)
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offer – through roaming helpers present at the airport terminals and who wear a yellow vest “Can I Help?” – information about the airport services and special services
Personally Personally:a) at airports of the Infraero Network
To be at one of the airports of the Infraero Network
Identify the roaming helper and state your question
Immediate Personally Operational Development Board / Superintendence of Operational Management
Information
PRODUCTS SERVICES
Information Desk
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Offer information related to services provided in the main airports and carry out special services
Personally and telephone Personally:a) at information desks in the main airports of the Infraero Network
Telephone:a) informed on the corporate portal of the Enterprise
To be at one of the airports of the Infraero Network and search for a desk. In case you do not find it, search for a roaming helper (CAN I HELP?)
X Immediate Personally and telephone Presidency / Institutional Communication
Costumer service
PRODUCTS SERVICES
Public Service Exam
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offer information about public service exams carried out by Infraero
Online:a) access the Infraero portal through the website www.infraero.gov.br and click on the link “Contests Infraero”
To have internet access
Access the internet and type the aforementioned address
Immediate Online Management Board / Superintendence of Human Resources Management
Online
Human Resources
PRODUCTS SERVICES
Air traffic control
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Provide service of traffic control to the arriving or departing airplanes at one or more airfields and close by areas in a specific region
Radiofrequency Voice communication through radiofrequency at airports that have the Air Traffic Control Service
To have radio communication equipment and trained personnel for air traffic control service
To have present a valid flight plan and have requested the air traffic control service and guidance during flight
In flight: immediateOn the ground: as demand and authorization be issued
Contact by radiofrequency Operational Development Board / Superintendence of Air Navigation
Air Navigation
PRODUCTS SERVICES
Commercial establishments (Aeroshopping)
Focus on the Store Owner
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Present a store mix to airport users
Personally Personally:a) through commercial establishments offered at the airport terminals
To be at one of the airports of the Infraero Network and enjoy the store mix
X Immediate Personally Board of Commerce / Superintendence of Commercial Business
Shopping
PRODUCTS SERVICES
Vehicle Parking
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offering parking infrastructure for passengers, users and visitors of the airport
Personally:a) parking of all airports in the Infraero Network
Vacancy
Access, permanency and payment
According to the movement of passengers and vehicles
Personally Board of Commerce / Superintendence of Commercial Business
PersonallyOBS: there are two modes of providing this service: parking managed by Infraero and leased areas
Transport
PRODUCTS SERVICES
Passenger Guide
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Provide information about norms that guide the aviation sector, the rights and duties of the passengers, and other information of interest to the traveler
Personally, online and printed out
Personally:a) a printed out version is available at the information desks at the airports
Online:a) Infraero portal www.infraero.gov.br through the link www.infraero.gov.br/fiquepordentro/#/home; and
b) free Infraero Voos Online App available in the following smartphone platforms: iOS, Android, Windows Phone, BlackBerry and Java.
c) Infraero Facebook fan page: https://pt-br.facebook.com/InfraeroBrasil
To be at one of the Infraero Network Airports and request the passenger’s guide at the information desk;To have internet access and consul the Infraero portal on the corresponding link;Download the free Infraero Voos Online App via smartphone
Personally:a) request the passenger guide at the airport information desks;
Onlinea) access the Infraero portal www.infraero.gov.br, click on the link “passenger’s guide” and search for the subject of your interest;
b) access the free Infraero Voos Online App and search the link passenger’s guide
Note: to ease your search, the citizen might choose the links “before travelling”, “during the flight”, “on arrival” and “international travel”. The passenger’s guide is available in Portuguese, Spanish and English.
Immediate. This service is available 24 hours a day, seven days a week.
Personally, online and printed out
Presidency / Institutional Communication; Coordination: National Authority Commission of Civil Aviation Secretariat
Travel
PRODUCTS SERVICES
Infraero Cargo Guide
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Disclose the systematic adopted at the Cargo Logistics Terminal in the airports of the Infraero Network, involving the processes of import, export, national cargo and express shipment – Courier, presenting content support for carrying out procedures inherent to air transport and cargo clearance activities.
Personally and online Personally:a) at the Cargo Logistics Terminals in the airports of the Infraero Network
Online:a) at the Infraero portal www.infraero.gov.br, through the link http://www.infraero.gov.br/index.php/br/negocios-e-servicos/guia-infraerocargo.html
The user must request the Infraero Cargo Guide at one of the Cargo Logistics TerminalAccess the internet and consult the Infraero Portal at the corresponding link;Request by e-mail at: [email protected]
Personally:a) request an Infraero Cargo Guide at one of the Cargo Logistics Terminal in the airports of the Infraero Network
Online:a) access the Infraero portal www.infraero.gov.br and click on the link “Infraero Cargo” and then click on “Businesses and Services”
Immediate. This service is available 24 hours a day, seven days a week
Personally and online Board of Commerce / Superintendence of Cargo Logistics
Air Cargo
PRODUCTS SERVICES
Airfield Aviation
Information
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Providing aviation information pertaining air traffic service relative to the territory of a country, as well as receiving flight plans (document that discriminates all flight information) from the pilots that present themselves before the airplanes leaves
Personally:a) in the aviation information service (AIS) rooms located at the airports
Telephone:a) consult the list of telephones in the Air Routes Manual (ROTAER), through the address www.aisweb.aer.mil.br
The pilot must comply with the legal requirements listed by the National Civil Aviation Agency – ANAC (www.anac.gov.br)
The pilot collects the information necessary for planning the flight provided by the AIS room. Once this is done, he fills out a flight plan and hands in the document to the AIS room operator, so that he can process it. The pilot gives the flight information to the AIS room operator by telephone, to process the flight plan
Immediate Personally and telephone Operational Development Board / Superintendence of Air Navigation
Personally and telephone
Air Navigation
PRODUCTS SERVICES
Airfield flight information
– service provided in
airports that do not have the Airfield
Control Tower
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Providing airplane pilots with information on airfield conditions and about other airplanes that are on route or taking off
Radiofrequency Voice communication through radiofrequency in airports that have the Airfield Flight Information Service (AFIS)
To have radio communication equipment and flight trained personnel
To have presented a non-expired flight plan and be in radio contact with the Airport Radio station
Airplanes in flight: immediateAirplanes on land: depending on time for takeoff and availability of the authorization be given by the Area Control Center (ACC), if that is the case
Communication via radiofrequency
Operational Development Board / Superintendence of Air Navigation
Air Navigation
PRODUCTS SERVICES
Meteorological Information of
the Airfield
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Give meteorological support to pilots at the airports
Personally, telephone and online
Personally:a) airfield meteorological centers –CMA, located at the AIS rooms of the airports
Telephone:a) consult the list of telephones in the Air Routes Manual (ROTAER), through the address www.aisweb.aer.mil.br
Online:a) through the address www.aisweb.aer.mil.br;
b) Infraero portal www.infraero.gov.br – click on the meteorological radar icon that presents the REDEMET information (rede de meteorologia do comando da aeronáutica)
To have an infrastructure of meteorology to provide the service
Consulting the meteorological information with meteorology professionals stationed at the AIS rooms
Immediate Personally, telephone and online
Operational Development Board / Superintendence of Air Navigation
Air Navigation
PRODUCTS SERVICES
Information about flights
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Provide information on the arrivals and departures of scheduled passenger flightsby airport and airline;Provide information on the operating conditions of the airfield.Note: it is important to stress that the airline is responsible for information on the flights
Personally and Audiovisual:a) the information screens distributed in several points of the airports administered by Infraero.
b) information desks of the main airports of the network
Online:a) the Infraero Portal through the link “Consulte seu Voo” at the address http://voos.infraero.gov.br/voos/index.aspx;
b) free Infraero Voos Online App available in the following smartphone platforms: iOS, Android, Windows Phone, BlackBerry and Java.
c) Infraero Facebook fan page: https://pt-br.facebook.com/InfraeroBrasil
d) Situational Operation Map of the airports administered by Infraero
Be present in one of the airports of the Infraero Network close to one of the flight information panels;To have internet access and consult the portal through the corresponding link;Download the Infraero App online through your smartphone;To have an account on the social network Facebook and access the InfraeroBrasil fan page
Observe on the information screens at the airports the situation of the flight (times, boarding gates, arrivals, etc.);Through the Infraero Portal www.infraero.gov.br, access the link “flights online”. On the screen “consulte seu voo” fill out the field “Aeroporto” and then search for the flight you are interested in through “Companhia Aérea” (Airline Company) or “Número de Voo” (Flight Number).Through the Infraero App Voos Online it is possible to search a flight by the flight number, airline company or airport. You may search in Portuguese, English or Spanish. This app allows you to share the information via social networks.Access the social network Facebook, search for the Infraero fan page and search your flight, filling out the blanks available
Immediate Immediate. This service is available 24 hours a day, seven days a week
Presidency / Institutional Communication; Operational Development Board / Superintendence of Operational Management / Superintendence of Information Technology
Personally, audiovisual and
online
Regular passenger flights
PRODUCTS SERVICES
Popular Snacks
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Widen the offer of products sold in the food sector at the airport, guaranteeing clients more accessible prices
Personally Personally:Currently the establishments with Popular Snacks already are available at the following airports:Aeroporto Internacional de Curitiba - Afonso Pena - PR Aeroporto Internacional de Fortaleza - Pinto Martins - CE Aeroporto Internacional do Rio de Janeiro/Galeão - Antonio Carlos Jobim - RJ Aeroporto Internacional do Recife/Guararapes - Gilberto Freyre - PE Aeroporto Internacional de Salvador - Dep. Luís Eduardo Magalhães - BA Aeroporto de São Paulo/Congonhas - SP Aeroporto do Rio de Janeiro - Santos Dumont - RJ Aeroporto de Londrina - Governador José Richa - PR Aeroporto Internacional de Porto Alegre - Salgado Filho - RS
To be at one of the aforementioned airports of the Infraero network
Look for the establishment at the airports that practice this service and make use of it
Immediate Personally Presidency / Institutional Communication; Board of Commerce / Superintendence of Commercial Business and Cargo Logistics
Food and beverages
PRODUCTS SERVICES
Social Medias -
Interactions
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Offer Internet users information through the social medias made available by Infraero
Online Online:a) facebook.com/InfraeroBrasil; facebook.com/InfraeroCargo; facebook.com/aeroshoppingaeroportos b) twitter.com/InfraeroBrasil; twitter.com/aeroshopping
c) youtube.com/user/canalinfraero
d) aeroshopping aeroportos
e) @infraerobrasil
To have internet access
Access the internet and type the aforementioned addresses to access or interact with the Infraero channels
In the interactive channels, the response time might be immediate or up to 48 hours, depending on the demand
Online Presidency / Institutional Communication; Board of Commerce / Superintendence of Commercial Business and Cargo Logistics
X
PRODUCTS SERVICES
Operational Movements
of the airports in
the Infraero Network
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Present monthly and/or annual statistical data relative to Domestic and International operational movements of Passengers, Airplanes, Air Cargo, Mailbag of the airports
Infraero portal through the “Estatística” link: http://www.infraero.gov.br/index.php/br/estatistica-dosaeroportos.html
To have access to the Internet and consult the Infraero portal on the corresponding link
X Immediate: This service is available 24 hours a day, seven days a week
Online Management Board / Superintendence of Airport Development
Online
Statistics
PRODUCTS SERVICES
Ombudsman
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and how
to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offer a relationship channel to society to receive claims, complaints, suggestions, compliments, information requests related to services provided by the Enterprise.
Personally, online, telephone and mail correspondence
Personally:a) at Infraero Headquarters, at the address Setor Comercial Sul - Quadra 4 Bloco A Lotes 106/136 - Edifício Centro-Oeste - Brasília - DF, on working days and on business hours;
b) at the Ombudsman sector in the airports, during business hours;
c) at information desks at the main airports, requesting the clerks to register your plea directly into the computer system;
d) at the airports, filling out the Ombudsman forms available in the information desks, totems or suggestion boxes.
Online:a) Infraero Portal through the link http://www.infraero.gov.br/aplicacoes/prouvi
Telephone:a) service central: 0800 727 1234
Mail Correspondence:a) PO Box 8626 - CEP 70312 - 970 - Brasília - DF
To opt for one of the several communication venues available by the Ombudsman. Currently the registered data are optional, but in case the citizen would like a response to his appeal, and also to facilitate taking care of his demand with the responsible sectors, it is recommended that he inform his personal identification, address, e-mail, date and place of the occurrence and detailed description of the plea. In case of complaints, they must be substantiated with concrete data and proof that might prove the truthfulness of the facts
Register the demands through the access channels available, send and wait for a response
Immediate for the registration of the demands, personally or through the 0800 number; 20 days is the time limit for an answer to the clients with a position about the measures taken by the responsible areas.OBS: When the subject cannot be resolved immediately, we inform an estimated time limit for the conclusion of the plea
Personally, online, telephone and mail correspondence
Presidency / Ombudsman Information, claims, complaints, suggestions, compliments, requests
PRODUCTS SERVICES
Lost and Found
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Store and restore lost and found material possessionsby passengers and usersof the airports
Personally Personally:a) at the Lost and Found sector
b) responsible for the activities of Supervising at the Airport, beyond administrative hours
1. The retrieval by the owner of objects under the protection of the area responsible for lost and found should occur under the following conditions:a) presentation of a non-expired legal photo identification document;
b) full conference of the item to be returned with registration of the lost and found control system;
c) fill out the specific form for returning the items found.
2. If retrieval by the owner is impossible, he or she may authorize another to retrieve them by fax, e-mail or formal letter, containing the following information:a) name, address and telephone number of the owner;
b) registry number of the control system of lost and found;
c) basic description of the item;
d) name, number of the legal ID document, address and telephone number of the person designated to retrieve the object
Inform the characteristics of the item lost so that the truth of the information provided is proven and present a legal ID document
Immediate – If the item found is not reclaimed in up to 30 (thirty) days, the airport will make an inventory of the item and carry out a legal proposition with the Federal Justice for the voluntary jurisdiction in order to receive revenue from lost objects and the requisition of indemnity for expenditures occurred due to the safekeeping and conservation of the items
Personally Operational Development Board / Superintendence of Airport Security
Costumer Service
PRODUCTS SERVICES
Corporate Portal of the
Enterprise
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Offer information and services to people on the Internet
Online:a) Infraero Portal through the website www.infraero.gov.br
To have access to the Internet and consult the Infraero portal in the corresponding link
Access the Infraero Portal through the aforementioned link
Immediate Online Presidency / Institutional Communication; Management Board / Superintendence of Information Technology
Online
Interface Web
PRODUCTS SERVICES
Cargo Processing
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Receive, store and deliver merchandise
Personally, online and telephone
Personally:a) at the Cargo Logistics Terminals
Online:a) access the Infraero Portal through the link http://tecanet.infraero.gov.br/infraerocargo/ Free App Carga Aérea Online, specific for cargo tracking;
b) e-mail [email protected] (go to tracking)
c) Access the e-mails of the CACs through the link http://www.infraero.gov.br/index.php/br/faleconosco/fale-conosco.html
Telephone:a) client service central. The telephones of all the terminals are available through the App Carga Aérea Online
Register at the online cargo system
Online:For cargo monitoring:a) access the App store and install the free App Carga Aérea Online for mobile platforms
Immediate (the waiting time varies due to the necessity of interference from Receita Federal, Anvisa, etc.)
Personally, online and telephone
Board of Commerce / Superintendence of Cargo Logistics
Air Cargo
PRODUCTS SERVICES
Social Projects
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION
TO ACCESS THE SERVICE
MAIN STEPS FOR PROCESSING THE
SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE
SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND
THE INTERESTED PARTY
BOARD OF DIRECTORS / AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
Offer classes and workshops though the Social Projects to low income residents who live close to the airports under Infraero management, with the objective of providing social inclusion and insertion in the job market
Personally and online Personally:a) through the Infraero Network;
Online:a) Infraero Portal, through the link http://www.infraero.gov.br /index.php/br/social.html
Be at one of the airports of the Infraero Network that has a Social Project and have access to the internet
Be present at one of the airports of the Infraero network and seek the area responsible for Social Projects; To have Internet access and consult the Infraero Portal at the link http://www.infraero.gov.br/in dex.php/br/social.html
X Personally and online Management Board / Management for Sustainability
Social Project
PRODUCTS SERVICES
Cargo tracking
DESCRIPTION OBJECTIVE
FORMS OF PROVIDING
SERVICE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES
FORMS OF COMMUNICATION
BETWEEN INFRAERO AND THE
INTERESTED PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Allow tracking of cargo received at Infraero deposits
Personally:a) at the Cargo Logistics Terminals
Online:a) access the Infraero Portal through the link: http://tecanet.infraero.gov.br/infraerocargo/ free App Carga Aérea Online, specific for tracking cargo
b) e-mail [email protected] or access e-mails of the Costumer Service centers - CAC through the link http://www.infraero.gov.br/index.php/br/faleconosco.html
The user must register through the link http://tecanet. infraero.gov.br /infraerocargo/
Online: To monitor cargo:a) access the App Store and install the free App Carga Aérea online for mobile platforms.
b) thought the website infraero.gov.br/infraerocargo, at the Online Air Cargo System
48 hours Online Board of Commerce / Superintendence of Cargo Logistics
Personally and online
Air cargo
PRODUCTS SERVICES
Citizen Information Service - SIC
DESCRIPTION OBJECTIVE
MAIN STEPS FOR PROCESSING THE SERVICE
WAITING TIME FOR SERVICE /
TIME LIMITS FOR COMPLETING THE SERVICES FORMS OF
COMMUNICATION BETWEEN INFRAERO
AND THE INTERESTED
PARTY
BOARD OF DIRECTORS /
AREA
AREAS OF PERFORMANCE
FORMS OF PROVIDING
SERVICE
ACCESS CHANNELS (locations and
how to)
REQUIREMENTS, DOCUMENTS AND
NECESSARY INFORMATION TO ACCESS THE
SERVICE
Provide the access to public information of Infraero, those not classified as confidential, as foreseen in the Decree of Access to Information (Lei de Acesso à Informação no 12,527/2011)
Personally and online Personally:a) at address: Setor Comercial Sul - Quadra 4 - Bloco A - Lotes 106/136 - Edifício Centro-Oeste - Brasília - DF
Online:a) Infraero portal through the link: http://www.infraero.gov.br/index.php/br/servico-de-informacoes-ao-cidadao-sic/sobre-o-servico.html
b) electronic citizen information system (e-Sic), through the link:http://www.acessoainformacao.gov.br/sistema/site/index.html?ReturnUrl=%2fsistemaOBS: It is also possible to present your request in written form (paper), printing one of the forms available a tour website and handing it in filled out at our SIC office, at the address above. If you prefer, the form may be filled out and sent via Fax to the number (61) 3312 3013 or to PO Box 8626 - Zip Code. 70312 - 970 - Brasília-DF
Show up at the aforementioned address and have access to the internet
It is possible to find the steps for processing this service at the link: http://www.acessoainformacao. gov.br/sistema/site/primeiro_ acesso.html
The time limit for an answer is 20 days, extendable for another 10 days, counting starts as soon as the SIC receives the demand
Personally and online Presidency Information access for the society
Service Letter to Citizens
