The first days of the year are being marked by the cancellation of hundreds of flights due to lack of crew. The situation is caused by the removal of pilots, co-pilots and stewardesses by covid-19 and influenza flu. The impact is felt at Azul, Gol and Latam, the main companies in the country.
With flight cancellations, passengers who purchased tickets are entitled to a refund. According to the São Paulo Procon, the consumer must be re-accommodated on another flight, receive a full refund of the ticket within seven days or choose to reschedule the travel date at no cost.
On January 1, the old rules for changing and canceling flights took effect again. With the end of the validity of Law nº 14.174/2021, the rules that were in force during the height of the covid-19 pandemic will no longer be applied due to the end of the flexibility. Resolution No. 400/2016 of the National Civil Aviation Agency (Anac) is in effect.
During the pandemic, the consumer who canceled a ticket for travel between March 19, 2020 and December 31, 2021, was exempt from the fine, and the amount paid was converted into credit for the next trip. Those who opted for reimbursement would have up to one year to receive the amount, which would be corrected by the National Consumer Price Index (INPC).
The Procon-SP guides that the body be activated if the consumer’s preference for the markdown or refund of the amount paid is not respected by the airlines.
This week, the agency notified companies to provide clarification on the measures taken to minimize damage to passengers due to cancellations and to report data on the number of canceled flights and people affected.
The measure was also taken by the National Consumer Secretariat, an organ of the Ministry of Justice. The secretariat wants Azul, Gol and Latam to report data on canceled flights and the operation of the Customer Service (SAC) to serve passengers affected by cancellations.
