Faculty Advisor

Dr. Leila Halawi

Document Type


Submitting Campus

WW Campus for Central & South America

Publication/Presentation Date



During the last decade, commercial aviation in Brazil has grown significantly, overcoming the number of 100 million passengers per year. The intense operation represents a challenge for the air carriers, especially during flight disruptions. In Brazil, 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 solution through a survey where the great majority of respondents are favorable for using self-services and avoid lines at the airport. The researchers also created a financial analysis to demonstrates the benefits of the solution through the reduction of headcount to execute the process.


Embry-Riddle Aeronautical University


Sao Paulo, Brazil

Additional Information

A Capstone Project Submitted to Embry-Riddle Aeronautical University in Partial Fulfillment of the Requirements for the Aviation Management Certificate Program.