The beginning of 2022 was marked by several cancellations of flights and cruise trips due to the rise in cases of Covid-19, with the rapid spread of the Ômicron variant.
in interview at CNN this Saturday (15), Lilian Brandão, director of the Department of Consumer Protection and Defense, said that airlines must refund or reschedule the trip of the consumer who has the flight canceled.
“In the event of cancellation through the company, Anac’s resolution 400 is in effect, which guarantees a refund within 7 days or the immediate relocation of the consumer on another flight of their choice”, he said.
In cases where the consumer cancels due to illness, Brandão stressed that attention must be paid to the contractual criteria that were established in the purchase.
“It is important to note that, by legal determination, all airlines must maintain the availability of SAC to consumers. It is mandatory by law and must be available for this type of service to occur,” he said.
Lilian Brandão stated that Brazilians also have the same rights in situations of cruise cancellations, despite not having Anac’s resolution 400 on these occasions.
“Consumers are also entitled to a refund if they have purchased cruise travel. If they cannot get their money back and the treatment they owe from the cruise or tour companies that sold the packages, they should take other steps.”
The director of the Department of Consumer Protection and Defense recommends looking for the nearest Procon or using the consumer.gov platform.
“On the platform, people can file a complaint, identify the specific problem, and companies have 7 days to respond. Then, the consumer manifests and, in the end, can evaluate the treatment made by the company”, he explained.
Reference: CNN Brasil
