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FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

What is required for minors?

Up to 5 years of age

Service is free of charge, as long as the passenger does not occupy a seat.

Children up to 5 years of age may travel unaccompanied:

  1. only upon presentation of judicial authorization.

Children up to 5 years of age may travel accompanied without judicial authorization when:

  1. they are accompanied by their parents, legal guardian, or a third-degree relative who is 21 years of age or older, with proper documentation: child’s birth certificate and original document of the accompanying person;
  2. they are accompanied by a person who is 21 years of age or older, who may not be a direct relative but has the parent's or the legal guardian’s notarized authorization and his/her original ID card.

06 to12 years of age

Children 12 years of age and older must pay for their ticket.

Children between 6 and 12 years of age may travel unaccompanied:

  1. only upon presentation of judicial authorization.

Children between 6 and 12 years of age may travel accompanied without judicial authorization when:

  1. they are accompanied by their parents, legal guardian, or a third-degree relative who is 21 years of age or older, with proper documentation;
  2. they are accompanied by a person who is 21 years of age or older, who may not be a direct relative but has the parent's or the legal guardian’s notarized authorization and his/her original ID card.

12 years of age and older

Youngsters 12 years of age and older must pay for their tickets.

Children 12 years of age and older are not required to present judicial authorization to travel within national territory. However, they must present an original photo ID card.

Can ticket(s) be purchased over the phone?

Yes. Please contact our customer service by calling: 4002-4700 or 0800 470 470. Have the following ready prior to calling:

Have at hand:

  1. your credit card number and the security code shown on the back of the card;
  2. full name and Personal ID Card of the person who will be collecting the ticket(s).

Does Viação Catarinense provide parcel services?

In order to provide parcel delivery services, Viação Catarinense uses Metar Logística, a JCA Group company specialized in ground transportation and parcel delivery. Click here to know more about this service.

How do I cancel a ticket?

If you have purchased your ticket(s) through the Customer Relationship Center and have not printed it/them yet, you may cancel it/them by contacting Customer Service at 0800-470-470, Monday to Friday, from 9 a.m. to 9 p.m. You can only cancel you ticket(s) up to 3 hours prior to boarding. If you've purchased your ticket(s) through our e-commerce service and it/they has/have not been issued yet, you must access https://vendas.jcaholding.com.br, Click on "My Tickets" tab, include the email provided when you purchased your ticket(s), and the locator code (shown on the voucher). When accessing your ticket(s), simply cancel the one(s) you wish to cancel. You can only cancel you ticket(s) up to 3 hours prior to boarding. Ticket(s) that has/have been purchased at one of Catarinense ticket offices has/have already been printed, which means that it/they can only be canceled at the ticket counter. *In the case of federal and interstate (ANTT) routes, an additional fee equivalent to 5% of the total fare will be charged, in compliance with Resolution 4.282.

 

I would like to know how I can request charter services from Viação Catarinense.

Access the Tourism and Charter Services link by clicking here to fill out your request.

How do I retrieve a personal object left on the bus while traveling?

According to the current legislation, the company is not held responsible for lost objects left on the bus during the trip. For more information, contact us by calling: 0800-470-470

Does Viação Catarinense travel between São Paulo and Rio de Janeiro?

Yes. Viação Catarinense includes among many of its routes the option São Paulo/Barra Funda - Rio de Janeiro/Novo Rio.

How do I collect tickets purchased over the Internet?

Voucher use The voucher issued after the completion of your purchase must be exchanged by the actual ticket(s). You must collect your ticket(s) at any of the company’s ticket branches, upon presentation of your voucher. If you are unable to present your voucher, you must present the original photo ID used when you purchased your ticket(s). Purchases made through our Call Center Please have your credit card and personal documents (Personal ID Card and SIN) ready prior to calling our Call Center. Write down the following: boarding location, destination, date, time, and seat(s) corresponding to the ticket(s) purchased. At the end of the call, write down the number of the locator code provided by the customer service representative, which will be used to print your ticket(s) at a self-service totem. Please arrive at least 30 minutes prior to the boarding time in order to collect your ticket(s) at one of the Viação Catarinense branches. Printing a ticket purchased online and/or through our Call Center Soon after your online purchase is approved, you will receive your confirmation voucher through the email registered with Viação Catarinense. You must print your ticket for boarding. The voucher cannot be used as your ticket. In order to print your ticket(s), have the voucher displaying the locator code and the reservation number ready. That’s why you must print the voucher or write down your information. In the case of purchases made through our Call Center, your booking information will be provided over the phone, which must be used to print the ticket(s). You must print your ticket(s) at one of our ticket branches or VIP Lounges. Collecting your ticket(s) without the voucher If, for whatever reason, you are unable to present the voucher, proceed to any Viação Catarinense branch located at selected bus terminals to print your ticket(s). You must present personal documentation (Personal ID Card and SIN) and provide your boarding location, date and time, including final destination. Third parties may collect your ticket(s) if their identification documents have been provided at the time of the purchase. Please allow 1 (one) hour prior to boarding in order to collect your ticket(s). If there is a connection problem during your purchase, make sure the transaction has been completed, which will be shown as "Confirmed” in "Purchase History" *The voucher cannot be redirected, which is automatically done when your purchase is confirmed.

What is the time frame allowed to cancel or transfer the ticket(s)?

Passengers have up to 03 hours prior to departure time to cancel or transfer their tickets. They must proceed in person to the branch where the ticket(s) was/were purchased, or to one of our branches. Click here to find a branch.

How do I proceed if my luggage has been lost or damaged?

You must contact the branch manager immediately after arriving at your destination to report your loss in writing, so that the appropriate action is taken. You will be requested to fill out a lost luggage form.

Does Viação Catarinense sell buses?

Yes. Click here to view the contact name and bus models available for sale.

In which situations are the ELDERLY entitled to free tickets?

The Elderly Statute ensures 100% gratuity (only based on the ticket fare) under the following conditions*:

  1. 60 years of age or older;
  2. proven income equal to or less than two (2) minimum salaries;
  3. passengers must collect their tickets at the boarding branch up to 3 (three) hours prior to the boarding time;
  4. This discount is applicable only to interstate fares.

*Only 2 (two) seats available on a conventional bus.
Notes: The Elderly Statute ensures 50% discount in the following situations:

  1. if the ticket has been purchased close to the boarding time;
  2. if two seats have already been taken by other elderly passengers on the same bus.

Notes: Only toll and road fees will be charged.

PROOF OF INCOME:

Passengers are required to present personal documentation that proves their age and income when requesting an "Elderly ticket". One of the following must be presented:

  1. Work and Social Security Card including updated notes;
  2. paycheck or any other document issued by the employer;
  3. National Institute of Social Security (Instituto Nacional de Seguro Social – INSS) contribution papers;
  4. benefit payment statement or declaration issued by INSS, or any other public or private social security program;
  5. document or card issued by a State or Municipal Social Assistance Department.

What is required to obtain a student pass?

Students and teachers are entitled to a discount equivalent to 50% and 100%, respectively, of the total fare price for routes within Santa Catarina, according to the current legislation.

How to request:

Students

  1. Students are required to fill out their registration form. Download the 2017 Student Form (Santa Catarina);
  2. School card or birth certificate, and a certificate issued by an educational institution, including school and student’s address, in addition to the course in which he/she is enrolled;
  3. In the case of subsequent purchases made during the same school year, the student must present only the school certificate, including school and student’s address, in addition to the course in which he/she is enrolled and proof of attendance; Note: The certificate must an original copy and will be kept by Catarinense.
  4. Valid for undergraduate and postgraduate students enrolled in, masters, doctoral, high school, and elementary school programs recognized by MEC;
  5. All the documents must be presented at a Catarinense branch near you. The registration takes up to 5 business days to be processed.

Teachers

Teachers who work for the State of Santa Catarina are entitled to free inter-municipal transportation, including home to school and school to home trips, according to the current legislation.

How to request:

  1. Teachers are required to fill out the registration form, including the GERED stamp in order to obtain their cards. Download the Teacher Form
  2. Attach two recent 3x4 photos; Notarized proof of income; Proof of employment issued by the school using the school's letterhead; Notarized proof of residence; Notarized copy of Personal ID Card or Driver’s License.
  3. All the documents must be presented at a Catarinense branch near you. Cards are usually available within 5 business days.

What are the requirements concerning boarding with animals?

The transportation of small animals up to thirty (30) kg is free of charge on intestate highways under ANTT concession. However, São Paulo highways (ARTESP) only allow the transportation free of charge of small animals up to ten (10) kg. The transportation is free of charge if the animal sits on the passenger's lap during the entire trip. Animals that require a seat are charged for a domestic fare or a wild fare. The person responsible for the animal must comply with the following conditions upon boarding:

Boarding and transportation of domestic animals

ANTT and ARTESP classify dogs and cats as domestic animals, which must be accompanied by a Health Certificate issued specifically for the Transportation of Dogs and Cats within 15 days before the trip. Pets must travel in a leak-proof acrylic crate or bag.

Boarding and transportation of wild animals

Wild animals are not domestic animals. Domestic animals, such as cats, dogs, among others are already used to living close to people. Wild animals were taken away from their natural habitat and often react to the presence of human beings. For this reason, it is difficult for them to grow and reproduce while kept in captivity. Contrary to popular belief, parrots, macaws, mico monkeys, and turtles are indeed wild animals.

In addition to the Animal Transportation Guide (Guia de Trânsito do Animal – GTA), a health certificate and current vaccination certificate must be attached to the travel authorization issued by IBAMA¹. The animal must travel in a box or bag designed for such purposes.

We do not issue a transportation registration for wild animals.

Boarding and transportation of Guide Dogs

Visually impaired passengers may board the bus accompanied by their guide dogs, which can be transported free of charge, sitting on the floor next to their owners. Guide dogs must be properly identified upon boarding and their owners must present updated vaccination card and equipment, such as: collar, guide and harness with handle. The use of muzzle is not required.

The provisions described previously also apply to trainers, instructors, or to a licensed person required to accompany a guide dog during its socialization and training phase. Guide dogs must display the "guide dog in training” sign, and the use of guide and harness with handle is not required. Trainers, instructors, and licensed persons must pay for their ticket.

If another passenger feels uncomfortable with a GUIDE DOG boarding the bus, he/she will be asked to change his/her ticket, or receive full reimbursement, as guide dogs are exempt from regulations against the presence of animals on public transportation.

IBAMA¹: Brazilian Institute of the Environment and Renewable Natural Resources, better known as IBAMA, created by Law No. 7.735 of February 22nd, 1989.

High Season

Time allocated to arrive at Novo Rio Bus Terminal

1001 warns passengers that, during the summer and long holidays, the access to bus terminals located in major cities is usually congested, and passenger traffic inside bus terminals become extremely busy as a result of a larger than normal number of travelers. Therefore, leave home ahead of time to avoid a shorter boarding time.

Pay Attention to Platform Changes

During busy periods, boarding platforms may be changed without prior notice. Pay attention to boarding announcements.

Duration of the trip

During high seasons, such as summer and long holidays, travel time usually increases. A trip that usually takes 3 hours or less may take much longer. Therefore, do not plan according to the estimated time of travel in normal conditions and days, either going or coming back. If you are making connections to other locations, increase the connection time by at least 6 hours.

Extra Departure Times

During summer and long holidays, extra departure times may be offered. Combining new schedules and routine departure times. Always check the boarding, arrival, and departure times selected prior to finalizing your purchase.

ANTT - Customer Service

CUSTOMER SERVICE
CALL 166
www.antt.gov.br/faleconosco

Luggage Requirements

What luggage can be stored in the luggage compartment?

In the luggage compartment, you can store luggage up to 30 kg, 350 cubic decimeters (1.30 meters), or one meter in maximum length. You are entitled to receive proof of volume. Small size items may be stored in the overhead compartment.

How to travel with a bike:

The maximum weight permitted in the luggage compartment is 30 kg, which is enough to carry a bicycle plus regular luggage. The maximum length of the luggage compartment is 1.30 meters and the full length of a bicycle with wheels is approximately 1.80 meters.

Without wheels, a bike usually measures 1.20 meters in length. Therefore, enough to fit perfectly in the luggage compartment. Example of calculation:

  • Width: 37 cm (handlebar turned, without removing pedals)
  • Hight: 82 cm (wheels removed, stored next to the bike, or saddle removed)
  • Length: 115 cm (wheels stored next to the bike)
  • (37 x 82 x 115) / 1000 = 350 decimeters

Lost Luggage:

In case of damage or loss of luggage, contact the manager available upon arrival. Fill out the baggage claim form and present the luggage and boarding ticket. The copy of these documents will be attached to the form and forwarded to the company to ensure that the necessary measures are taken. For your convenience, we suggest that you attach an internal identification to your luggage that includes your personal information, so it is much easier to be found and returned.

Cancellations / Exchange / Rebooking

Cancellation

The ticket cancellation rules are as follows:

Interstate (trips outside the state):

Up to 3 hours prior to the scheduled boarding time stated on your current ticket, you may request cancellation and refund corresponding to the amount paid, which is subject to a 5% fee of the total fare price. After that, you can no longer request a refund or cancellation.

Inter-municipal (trips within the state):

Up to 3 hours prior to the scheduled boarding time stated on your current ticket, you may request cancellation and refund corresponding to the amount paid, which is subject to a 5% fee of the total fare price. After that, you can no longer request a refund or cancellation.

Ticket Exchange

Auto Viação Catarinense validates the exchanged ticket for up to 01 year, as long as the following conditions are observed:

Interstate (trips outside the state):

Up to 3 hours prior to departure time, you may exchange your ticket at no cost (only refund or payment equivalent to the difference) by calling our Call Center at 4002-4700, Monday to Friday, from 9 a.m. to 9 p.m.); or at the company branches.

Changes made after 3 (three) hours prior to the same route are subject to an additional charge equivalent to 20% of the total fare price.

Inter-municipal (trips within the state):

Up to 1 hour prior to departure time, you may exchange your ticket at no cost (only refund or payment equivalent to the difference). Please contact one of the company branches. If you do not contact Auto Viação Catarinense to change your ticket prior to boarding, the ticket becomes invalid after departure.

Online purchases

I forgot my password

If you forgot your password, follow these instructions:

  1. Fill out a purchase inquiry and select your boarding location, destination, time, and seat.
  2. In the Customer Identification field, enter your CPF (SIN) number.
  3. Click on “I Forgot my Password” button.
  4. That’s it! Your new password will be sent to the email address used for your registration with Viação 1001.

Printing your Voucher

Soon after your purchase is confirmed, the voucher will be sent to your registered email address. Check the spam box, if you think your confirmation email is taking longer than usual to arrive.

Credit Cards Accepted

We accept Elo, Visa, Master Card, American Express, and Dinners Club.

Boarding with pets

  • Prior to boarding, make sure you are familiar with local regulations, as they vary according to each location.
  • Your pet dog or cat must be small enough to travel in a carrying crate or a suitable bag. It is also important that the crate is protected with absorbent material.
  • Your pet's vaccinations must be up-to-date. You must present the Animal Transportation Guide (not mandatory for inter-municipal routes) issued by the Ministry of Agriculture, and the Health Certification, issued by its Veterinarian.
  • The ideal size for the transportation crate is 20 cm wide, 25 cm high, and 40 cm long.
  • The Animal Transportation Guide issued by the Ministry of Agriculture and/or by authorized health departments is required for boarding with wild animals.

Boarding with children

1. Children under six years of age can travel for free, if they sit on their accompanying person’s lap. However, they are required to present their gratuity ticket for interstate travel;

2. All adults and children must present an official identification document* upon boarding;

3. Children under 12 years of age must travel accompanied by:

a) Relatives (parents, grandparents, uncles, aunts, and/or siblings 18 years of age or older), presenting their own official identification document* and that of the child in order to prove their degree of kinship;
b) Others, presenting their own official identification document* and that of the child, including judicial travel authorization issued by the child’s parents.

* The following are considered official documents:

  • Birth Certificate (only for children under 12 years of age);
  • ID card;
  • Brazilian Passport;
  • Work and Social Security Card;
  • Driver’s License;
  • Any other official photo ID document valid across national territory;
  • Copies must be notarized in order to identify the document holder.

Gratuity / Free Pass

Gratuity - Elderly

How Elderly Gratuity works:

INTERSTATE

  • 2 seats per conventional bus
  • 60 years old or older;
  • 100% discount of total fare price;
  • Exempt from boarding and toll fee;
  • The passenger must present official photo ID document + proof of income of two minimum salaries or less.
  • If the two seats have already been taken, the passenger may purchase another ticket at 50% of the regular passenger fare.

Saiba mais: ttp://www.autoviacao1001.com.br/pt/informacoes-sobre-servico.html

INTERMUNICIPAL

  • 2 seats per conventional bus;
  • 65 years old or older;
  • 100% discount of total fare price;
  • The passenger must pay boarding and toll fee;
  • Just present an official photo ID document.

Free Pass

Who is entitled?

  • People with Disabilities;
  • People who suffer from mental or physical illness developing from chronic disease;

INTERSTATE

How does it work?

  • Seats available on conventional buses;
  • 100% discount of total fare price;
  • Exempt from boarding and toll fee;
  • Request your ticket up to 3 hours prior to boarding at one of the company's ticket branches;
  • You must present official photo ID document + Free Pass Card (issued by the Ministry of Transportation).
  • If your card is not issued, request a document that includes date, location, time, and reason for refusal;

Accompanying Persons

  • Check if the Free Pass Card includes "need for accompanying person" to request a 100% discount ticket for the companion;
  • The accompanying person must be registered at www.transportes.gov.br to receive the benefit;
  • The accompanying person cannot travel without the disable person;

INTER-MUNICIPAL

How does it work?

The Free Pass issued by the Federal Government is neither valid for urban or inter-municipal transportation within the same state, nor for travel on executivo or leito buses.

Optional Insurance

According to the records of the 6th Federal  Court of São Paulo concerning the Public Civil Action No.00128018-51.2000.403.6100/SP, filed by the Federal Public Ministry, transportation companies are not permitted to commercialize optional insurance, as passengers are already covered by the civil liability insurance, which is already included in the ticket fare.

Services Provided

Leito Cama

The Leito Cama service uses double-decker buses equipped with 6 wide seats that recline up to 180 degrees, blanket, pillow, snack kit, cold bottled water, WC, air conditioning and USB input for smartphone and tablet.

Leito 1st Class

The Leito 1st Class service uses double-decker buses equipped with 6 extra-wide seats that recline up to 150 degrees, blanket, pillow, snack kit, cold bottled water, WC, and air conditioning.

Regular Leito

The Regular Leito service uses single-decker buses equipped with 24 extra-wide seats that recline up to 150 degrees, blanket, pillow, snack kit, cold bottled water, WC, and air conditioning.

Semi-Leito DD

The Semi-Leito DD service uses double-decker buses equipped with 44 seats with footrest, cold bottled water, WC, and air conditioning.

Semi-Leito

The Semi-Leito service uses single-decker buses equipped with 40 seats with footrest, cold bottled water, WC, and air conditioning.

Executivo 46

The Executivo 46 service uses single-decker buses equipped with 46 wide seats, WC, and air conditioning. The seats are not equipped with footrest.

Convencional

The Convencional service uses single-decker buses equipped with regular reclining seats, WC, and air conditioning. The seats are not equipped with footrest.

About the 50% discount for low income youth - ID Youth

Law No. 12,852, of August 5, 2013.

Art. 32.  In the interstate collective transportation system, the following specific legislation shall be observed:

I - the reserve of 2 (two) free parking spaces per vehicle for low-income youth;

II - the reserve of two (2) vacancies per vehicle with a discount of at least 50% (fifty percent) in the value of tickets for low-income youths to be used after the vacancies provided in item I.

Single paragraph. The procedures and criteria for exercising the rights provided for in items I and II shall be defined in a regulation.

DECREE Nº 8.537, OF OCTOBER 5, 2015.

Reservation of vacancies for low-income youth in the vehicles of the interstate collective transportation system

Art. 13. As defined in art. 32 of the Law nº 12.852, August 5, 2013, To the low-income youth will be reserved two vacancies in each vehicle, train or boat of the conventional service of interstate passenger transport and two vacancies with a discount of at least fifty percent in the value of the tickets, to be used after exhausted The free vacancies.

  • 1º For the purposes of the provisions of the caput, the condition of conventional transport service is:

I - Interstate passenger transport services of passengers, provided in basic characteristics vehicles, with or without toilets, on regular lines;

II - Interstate passenger rail services, in regular lines;

III - Interstate water transport services, open to the public, carried out in rivers, lakes, lagoons and bays, which operate regular lines, including crossings.

  • 2ºTo make use of the free or reduced fifty-fifty vacancies provided for in the caput, the beneficiary must request a single travel ticket from the young person at the points of sale of the carrier, at least three hours in advance of the starting time of the starting point Of the transport service line, and may request the issuance of the return travel ticket, observing the ticket ticket sales procedures.
  • 3ºIn the presence of sections, at section points duly authorized for embarkation of passengers, the seat reservation shall be available until the time set for the starting point of the line, as § 2º.
  • 4ºAfter the deadline stipulated in § 2º, If reserved seats have not been the subject of concession of the benefit dealt with in this Decree, companies providing the services may place them on sale.
  • 5ºWhile tickets for the seats referred to in § 4ºNot marketed, shall remain available for the exercise of the benefit of gratuity and half-way.
  • 6ºThe young person must appear at the boarding terminal until thirty minutes before the scheduled start of the trip, otherwise the benefit will be lost.
  • 7ºThe young person's travel ticket is nominal and non-transferable and shall contain reference to the benefit obtained, either gratuity or a fifty percent discount of the ticket's value.

Art. 14. At the time of request of the young person's travel ticket, the interested party must present the Youth Identity accompanied by an identity document with a photo issued by a public agency and valid throughout the national territory.

Single paragraph. When the benefit is not granted, the companies providing transport services must issue to the applicant a document that will indicate the date, time, place and reason for refusal.

Art. 15. The beneficiary can not make reservation in more than one time for the same day and same destination or for times and days whose realization of the trip proves impracticable and characterizes reserve area of ​​places, to the detriment of other beneficiaries.

Art. 16. The youth travel ticket will be issued by the company providing the service, in accordance with the tax laws and regulations of ANTT and Antaq.

Single paragraph. Companies providing transport services must inform ANTT and Antaq of the users of the benefit, by section and situation, at the frequency and in the manner defined by these Agencies in regulation.

Art. 17. The young low-income holder of the benefit referred to in art. 13 shall have ensured the same rights guaranteed to other passengers.

Single paragraph. Tariffs for the use of terminals, tolls and food expenses are not included in the benefit.

Art. 18. The young person of low income is subject to the procedures of identification of passengers when presenting for boarding, according to the established by ANTT and Antaq.

Art. 19. In addition to the benefits provided in art. 13, the concessionaires of transport services are granted the concession to the low income youth of the minimum discount of fifty percent of the value of the ticket to the other available seats of the vehicle, railroad train or the vessel of the interstate transportation service of passengers.

Art. 20. Companies providing transport services shall make available at all points of sale of tickets, whether physical or virtual, a copy of the art. 32 of law nº 12.852, de 2013, and of this Decree.

Art. 21. The benefit of the art. 13 will be disciplined in a specific resolution by ANTT and Antaq, ensuring the availability of a report of free vacancies and vacancies with discount granted.