Angry, disoriented and tired passengers were still waiting, today (11), for a resolution from airlines on the cancellation of their flights and relocation to other times at Congonhas Airport, in São Paulo. At least 110 flights had been canceled at the airport until 3:30 pm due to the strong winds that hit Greater São Paulo due to the passage of a cyclone through the region. 
Sitting on the floor of the terminal, while his wife rested next to him, lawyer Wagner Martins Pereira was almost unable to tell his story due to tiredness and lack of voice. On the road since yesterday morning (11), the couple was returning from Gramado, in Rio Grande Sul, to João Pessoa, in Paraíba.
Wagner Martins Pereira and his companion wait to board after canceled flights and delays at Congonhas Airport. Photo: Rovena Rosa/Agência Brasil
“Still in Porto Alegre, Latam canceled our flight and rescheduled it for today. We spent the night at the airport, sleeping on the floor, because the company did not provide accommodation for us. We arrived here in São Paulo today and we are going to wait all day because our connection to João Pessoa is only at 7:40 pm. The exhaustion is absurd and we are dying to get home. I hope they don’t cancel our flight today, because, from what I heard here, the situation should only be normalized in three days”, reported.
Joice Emanuele Barbosa and her fiance wait to board after canceled flights and delays at Congonhas Airport. Photo: Rovena Rosa/Agência Brasil
Information Technology analyst Joice Emanuele Barbosa Gomes travels with her fiance. The couple’s flight to Recife was scheduled for 9pm yesterday and was rescheduled for 11:37pm. They boarded, but the airport tower informed them that the aircraft could no longer take off due to the time at which passengers finished settling in (midnight).
“We stayed on the plane until 2:30 am. When we left, the queue was miles long and we stayed at the airport until 3:30 am. We went to an inn and came back at 11:30 am and since then we have been waiting in line trying to understand how this will be resolved. Azul is not giving us the necessary assistance”, he criticized.
Luciana Tenani awaits boarding after canceled flights and delays at Congonhas Airport. Photo: Rovena Rosa/Agência Brasil
Real estate consultant Luciana Tenani came to São Paulo with a group of 23 people for a get-together for the company where they work scheduled for 5pm yesterday (10). The Gol flight was scheduled for the morning and the group was only able to board at night.
To return to Rio de Janeiro, the scheduled time was 10am today, but the company rescheduled it for 9pm tomorrow, which was only discovered when they were already at the airport. “We were told that they will provide accommodation for everyone and we are here to resolve this. Everyone is angry, because it is chaotic. It is a lack of organization,” he said.
Arlen Augusto Pereira waits to board after canceled flights and delays at Congonhas Airport. Photo: Rovena Rosa/Agência Brasil
Also a Latam passenger, credit analyst Arlen Augusto Pereira is thinking about suing the company for the loss of its commitments and lack of support.
“I arrived at approximately 3 am and my flight was at 7 am, but they canceled it. It was rescheduled for 2 pm and then I received contact saying that this flight was also canceled. Now, I have no news of rescheduling”, he reported.
“The only thing they gave me was a voucher for food. I had an appointment in Goiânia and, apparently, I won’t be able to arrive on time. The support is very bad. I’ve been here for a long time without any kind of help”, he complained.
Company version
Movement in the departure lounges at Congonhas Airport. Photo: Paulo Pinto/Agência Brasil
Latam, Gol and Azul said that the cancellations occurred due to the meteorological impacts recorded in São Paulo, therefore reasons beyond the companies’ control.
Latam admits that there are still impacts on its operations in the country and that it had to cancel or reschedule flights since Wednesday (10) due to these adverse weather conditions, especially at Congonhas and Guarulhos airports.
“For this reason, Latam recommends that the customer consult the status of your flight before heading to the airport and change your trip if necessary. This procedure can be done directly in the section My Travelsfrom the Latam app, or directly on the website latam.com. If the flight has been affected, the customer can make changes to their flight for up to one year at no cost or request a refund of the ticket. The procedure via the application or website is quick, simple and with the same functions offered on the call center”, the company reported.
For customers who do not reside in São Paulo and need accommodation due to affected flights, the guidance is that they remain in line for service or book their hotel and transport by their own means, keeping proof of payment so that the company can reimburse you later. “Just write to Latam at WhatsApp (+56 9 68250850) and it is not necessary to do this immediately”.
The company also explains that customers flying with origin, destination or connection in São Paulo that were not canceled between December 10th and 12th can also change the date of their trip at no cost to travel within the next 15 days. This change must be made before the departure of the original flight and is a measure that helps to decongest airports and free up seats for those who really need to travel on these dates.
Gol reported that its operations remain regular at Congonhas (CGH) and Guarulhos (GRU) airports. He added that some flights were canceled or suffered delays on Wednesday (10), and that, as a consequence of yesterday’s major contingency, new delays could occur throughout today (11).
“For greater convenience, customers impacted by yesterday’s delays and cancellations (10) who are available to change their flight can do so at no additional cost. The change is authorized within the validity of the ticket, maintaining the same origin and destination, and it is not necessary to go to the airport to make the change. If the customer wishes to reschedule their trip, they must contact the Gol Relationship Center through chat through the website voegol.com.br or by phone 0300 115 2121″, he informed.
Azul stated that several flights had to be canceled or switched to other airports and that the changes also affected flights in other regions, due to the sequencing of aircraft operations.
“The company emphasizes that impacted customers are receiving the assistance provided for in Resolution No. 400 of the National Civil Aviation Agency. Due to what happened, Azul recommends that its customers pay attention to notifications sent by email, SMS and WhatAppin addition to tracking reservations on the website www.voeazul.com.br or the company’s app.”
In a note, Azul says that, out of liberality, it is also making its rescheduling policy more flexible in order to minimize impacts on passengers. “As a result, customers with tickets issued for the 11th and 12th of December will be able to change their trips until the 18th of December free of charge or, if they choose to cancel the flight, keep the full credit for the amount paid to use at another opportunity, within one year from the date of issue of the ticket”, he concluded.
