Consumers who buy airline tickets still face uncertainty because of the pandemic. The legislation that protects the customer in case of cancellation until December 31 of this year provides that refunds are made within 12 months. If the company fails to meet this deadline, other measures must be taken.
Biologist Fábio Souza da Silva, 28, from Miranda (MS), was one of those who did not meet this deadline. He says that, in March of last year, he bought a ticket to Portugal as a gift to his mother.
With the onset of the pandemic, flights were canceled and he even made attempts to reschedule, but opted to give up on November 3, 2020. Silva says he waited a year, but was not reimbursed.
“They didn’t give any satisfaction. There’s no chat on the site to talk about it, and they don’t respond to emails either”, said he, who made the purchase through Decolar.
The cost of the ticket was around R$3,000, paid by debit card. The mother, Ana Batista de Souza, was going to visit a friend and this would be her first trip to Europe.
“The platform is horrible to request the return. I receive feedback that the company was working to solve the problem, but they do not stipulate any deadline and much less get in touch. We are the ones who need to keep chasing,” he vents.
The concern also affects those who have a trip scheduled, in the case of teacher Carolina Lobrigato, 40, from Vila Industrial (eastern part of São Paulo). She bought a pack for the whole family. The tickets are from Gol, but the purchase was made on a frequent flyer website and she could not find the reservation number.
“I had a problem in the communication channels, only electronic service and recordings”, he says.
She, who made reservations for Fortaleza, in Ceará, says that she regretted having bought the tickets. “I imagined that I would go to the airport in January without knowing if my trip was confirmed. And the surprise could be great. Therefore, I was very insecure and even regretted having booked a trip at a time when things are still stabilizing”, she adds. .
Wanted by Citizen’s Defense, Gol informed that contact was made and confirmed that the trip details are all correct. “She thanked her and was calm about the family trip,” the company said in a note.
O Defense he also approached Decolar about Silva’s case. The company informed that it continues to seek the best solution for the case with the airline. The customer says that he was informed that the company has already settled the amount and the return must take place within 10 days.
How to solve?
The first step in cases like these is to contact the company’s SAC (customer service). If this does not resolve, the alternative is to resort to consumer protection agencies.
Anac (National Civil Aviation Agency) informs that, in case the company fails to comply with the 12-month period for reimbursement, the consumer must resort to the consumer.gov.br platform and register their manifestation, which will be answered within 10 days. The agency informs that it monitors, collectively, the complaints registered and the service provided by airlines.
The agency also states that, in the case of ticket purchases made on other platforms, such as travel agencies or within a tour package, for example, different rules may apply. This depends on the contract signed by the consumer at the time of contracting the service, so it is important to pay attention before closing the purchase.
Coordinator of the technical areas of Procon-SP, Renata Reis states that, in these cases of purchase at agencies or third parties, there must be responsibility for reimbursement. “It can happen that the agency says that the airline did not make the refund and the airline says that it deposited. Meanwhile, the consumer is in the middle of this arm wrestling, which cannot happen.”
Procon
Site: https://www.procon.sp.gov.br/
Telephone: 151, Monday to Friday, 8 am to 5 pm
Consumidor.gov.br
Site: https://consumidor.gov.br/
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