The National Civil Aviation Agency (Anac) stated this Sunday (19) that the responsibility for re-accommodating passengers is exclusive to Itapemirim Air Transport (ITA). The company suspended all its flights on Friday (17), when it said it would carry out a restructuring of its operations.
The agency’s guidance for clients affected by cancellations is to contact ITA only, and not to attend airports before obtaining a new, valid airline ticket.
Anac already had summoned the company on Saturday (18) for her to comply with the necessary assistance measures, in addition to providing the agency with up-to-date information on actions planned to honor tickets sold and re-accommodate customers.
So far, the agency has guided a prioritization of re-accommodating unaccompanied minors and passengers with special needs, with flights planned for Friday night and Saturday morning.
According to Anac, the airline industry is committed to helping to overcome the inconvenience and reduce losses to ITA passengers.
Itapemirim, in turn, advised affected customers to contact them by telephone (0800 723 2121), with office hours between 6:00 and 21:00, by email ([email protected]) or via a chat available on the company’s website (www.voeita.com.br), and which will provide face-to-face service. Another option, according to Anac, is to access the consumer.gov.br platform to make complaints.
In a statement released this Sunday, the ITA informed that customers who are outside their hometowns can get in touch to make the re-accommodations, but only to return to their original destinations. Customers in the city of domicile, with flights scheduled from today, will only have the option of a full refund.
ITA stated that “it continues to work hard together with Anac to mitigate the effects caused to passengers by the temporary suspension of its operations. ITA has had the support of other national airlines for the re-accommodation of impacted passengers”.
According to the note, “the company is currently working on its restructuring to resume operations as soon as possible.”
Reference: CNN Brasil
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