Anac (National Civil Aviation Agency) announced this Friday (7) that it prohibited ITA (Itapemirim Transportes Aéreos) from selling airline tickets again until the company demonstrates that it has fulfilled all corrective actions for consumers affected by the suspension of flights. activities, such as re-accommodation and full refund of the air ticket.
In addition, the agency determined that all complaints about the company registered by passengers on the Consumidor.gov.br platform be answered, including those in which the company has not complied with the ten-day deadline for response.
The determination is based on resolution number 400 of the regulatory agency, which provides that, in cases of service interruptions, the company must provide alternatives for re-accommodation, reimbursement and execution of the service by another mode of transport, and the choice must be made by the passenger.
Sought by the report on Friday night (7), the company did not respond.
Itapemirim Transportes Aéreos announced the suspension of its activities in December last year, on the eve of the holiday season, a period of movement at airports. According to the company, the cancellation of flights affected a total of 45,887 passengers who had contracted services between the date of the announcement and December 31.
Anac establishes that the re-accommodation of passengers affected by the interruption of operations must be carried out by transfer to other companies’ flights, by performing the service through another modality or by full refund of the contracted amount, for the consumer’s choice. According to Grupo Itapemirim, its road transport company, Viação Itapemirim, used to re-accommodate passengers.
The company must also prove the realization of any other refunds due to the consumer as a result of contractual breach verified since the beginning of the commercialization of the airline tickets.
In the case of complaints on the Consumidor.gov.br platform, Itapemirim must prove the response to the consumer, observing the period of ten days from the registration of the complaint. In addition, Anac states that the company must use the means of communication available and the contact data provided by consumers to respond to complaints whose deadline has already expired.
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