Complaints about air transport in Brazil registered until November this year – 112,803 – have already exceeded the number of all 2021 – 101,661 –, according to data from the National Consumer Secretariat (Senacon).
In relation to the period between January and November alone, there was an increase of 27.35% in 2022. In those same months of 2021, there were 88,580.
Complaints were made on the consumer.gov.br page, the federal government’s public service for internet dispute resolution. Through the portal, customers can establish a direct dialogue with companies.
In 2022, the main causes of complaints were the difficulty or delay in returning amounts paid and reimbursement (27,648); flight cancellations (9,991); unresolved demand by companies (9,437); unfulfilled offers and misleading advertising (9,042); in addition to undue or abusive charging to cancel or change the contract (5,802).
The director of Senacon’s Consumer Protection and Defense Department, Laura Tirelli, believes that the growth in complaints can be explained by two reasons: the popularization of the consumer.gov.br platform and the impact of the Covid-19 pandemic.
“In 2020, there was a jump in complaints. In 2021, they decreased with emergency measures. Consumers understood the measures and did not file complaints. In 2022, we again observed a jump when consumers were at the time of using credits, rescheduling flights”, he said.
Senacon also reported that, between January and November, registered 9,189 complaints by consumers in Procon, in a network with 26 state units, one in the Federal District and 600 municipalities, members of the National Consumer Protection Information System (Sindec). In this case, the number is still far from beating the total in 2021 – 21,652.
Among the main reasons for complaints at Sindec are: absence or delay in the response of the Customer Service (3,766); rescission or amendment of contract (2,709); non-payment of compensation (2,548); and undue or abusive collection (2,092).
In the midst of the current strike by flight attendants and pilots, Laura Tirelli informs that people who feel aggrieved can register the demand on the consumer.gov.br platform or even look for a Procon unit. In addition, there is the possibility of triggering the Judiciary.
The director of Senacon’s Consumer Protection and Defense Department also remembers the rights of customers.
In case of delay of one hour, the airline must offer communication support, such as internet. With two hours, also food. In the case of a delay of more than four hours, accommodation, if there is a need for an overnight stay, and transport. If the passenger is in the city where he lives, he must have the transfer to his residence provided.
Source: CNN Brasil
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