In order to protect consumers affected by the suspension of operations of Viva Air and protect free competition after the integration request between Viva and Avianca, the Superintendence of Industry and Commerce (SIC) indicated that as part of the reparations to affected users, airlines must issue a voucher for a value equivalent to the total value of the purchase plus 50% that can be redeemed to fly on the routes of both airlines until December 31, 2025.
The foregoing applies to “passengers affected by canceled flights, who have not been accommodated by other airlines, they would not have been relocated to other flights, they would not have been given an effective solution, nor would they have been reimbursed for the money paid for the purchase of tickets.
For users who maintain current ticket reservations, Avianca and Viva Air are “committed and obligated, at the passenger’s choice, to provide the service under the initially agreed conditions or to issue a voucher for a value equivalent to the total purchase that can be redeemed to fly on the routes of both airlines until December 31, 2025.
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On the other hand, the Sic pointed out that For passengers who keep tickets with Viva, the commitment will consist in that Avianca and Viva Air will allow the redemption of the journeys not provided effectively in any of its airlines and in the terms and conditions initially agreed.
Also, long live will have to establish a special and differentiated program to serve the passengers affected by the suspension of the operation which will apply to those who have reservations for tickets, ticket holders or tourist trips through charter flights that were purchased prior to the announcement of the suspension of operations.
The Sic affirmed that there must not be joint and coordinated actions between Avianca and Viva Air, while Aerocivil issues a final decision on the integration operation.
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“This includes the immediate and definitive removal of those officials who create links between the companiesthis to avoid synchronization in their competition”.