Government fines Iberia BRL 1.3 million for error that caused cancellation of tickets

The Ministry of Justice and Public Security, through the National Secretariat for Consumer Protection (Senacon), fined Iberia Lineas Aéreas de España BRL 1.3 million for violating the Consumer Protection Code, as per an order published in the Official Gazette of the Union (DOU) this Friday the 20th.

The punishment comes after the cancellation of 4,000 return tickets between Rio de Janeiro and Paris at the end of last year.

At the time, the airline made a wrong promotion, announcing a price ten times lower for the Rio-Paris section, which led about 4,000 consumers to buy the tickets, which were canceled 72 hours later.

In a note sent to Broadcast (Grupo Estado’s real-time news system), the Minister of Justice and Public Security, Anderson Torres, stressed that the legislation on consumer relations is clear in highlighting the “respect for dignity, health, safety and security”. and the protection of the economic interest of the citizen”.

Senacon explains that the fine is based on a violation of Articles 4 and 20 of the Consumer Protection Code, which require companies to create “efficient means of controlling the quality and safety of products and services, as well as alternative mechanisms of solution. of consumer disputes.

There is no appeal against the decision and Iberia has 30 days to pay the established amounts. The amount collected with the fine will be directed to the Defense Fund of Diffuse Rights of the folder.

According to the Secretariat, “Iberia’s procedure failed to comply with the contractual obligation, since the airline did not clearly inform the consumer about the promotion, announcing in the press the price of US$ 118 (R$ 637.20 in the quoted price). this Friday)”. The original value of the stretch, according to Iberia, is U$1,180 or R$6,372, at this Friday’s quotation.

The punishment also took into account the fact that the promotion launched on December 28, 2021, was only on the air for three hours, on internet ticketing websites, and tickets were only canceled 72 hours later.

“The company claimed to Senacon that it was a “gross error when uploading prices and that this error took a greater projection than desired”. “There are specific sites that survey prices below those practiced on the market”, defended Iberia, according to the Secretariat.

The company also said that it was a human error and not of promotion and all appropriate measures were taken.

“Senacon reinforces that the decision and the establishment of the fine are also based on the Consumer Protection Code (CDC) due to the frustration of the buyer’s expectation. At the same time, according to the CDC, when offering a product, Iberia assumes responsibility for the business risk”, says the note.