Clipping of news on Brazilian Culture, Law and Citizenship
04/14/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Extended holiday spot and is common this time of crowded airports and bus people in search of rest and leisure. To avoid inconvenience and make the trip more quiet and safe, the Procon-ES provides some guidance.
The first tip for those who will put the road is related to luggage. The case deserves special attention when fix it and also at the time of loading and unloading.
"Before you pack up, consumers should check with the shipping company procedures for shipment of certain objects, as there are restrictions. There are also some items that can not be carried in checked baggage, as fragile and perishable products, "says Ademir Cardoso, CEO of Procon-ES.
The director explains that the luggage should have identification inside and out with source address and destination and telephone. "For security reasons, personal documents and valuables should be carried in hand luggage. It is essential, too, that the consumer requires that a company employee identifies all luggage with their own ticket, part of which is with the passenger, "he says.
Travel by air
According to Resolution of the National Civil Aviation Agency (ANAC), consumers who want to cancel or reschedule your trip, you should check the rules in your contract of carriage, because this change could create additional costs (in case of redial) or retention of a percentage of the amount paid (if reimbursement).
The tickets at promotional rates have differences from conventional. They may have minimum and maximum time limits with specific times and there may be an additional fee to make changes or cancel reservations.
Airlines are required to repay immediately the passenger whose flight is canceled by the airline or delay more than four hours if the ticket is already settled. If there is fragmentation of the passage on the credit card, the airline will have to make the reimbursement in accordance with the policy of the credit card administrator. The rule also applies to passengers affected by overbooking practices (when the company sells more tickets than the number of seats available).
Airlines should provide assistance to the passenger, which includes access to telephone and internet one hour after the delay or cancellation. After two hours, the companies are also responsible for passenger power, and from four for the re-accommodation on another flight of the same airline or another and also, where appropriate, accommodation and transportation to and from the airport.
If the luggage is lost or damaged, the consumer should look for the airline, still in the arrivals hall and fill the luggage Error Log (RIB). The passenger can also register a complaint at the counters in Anac at airports. It is necessary that the consumer makes the order of receipt of the baggage that is proof of the transport contract.
Bus trip
Bus undertakings shall panels or posters detailing the destination, departure time and price, in a visible place and easily accessible.
According to the Consumer Protection Code, all companies must provide services efficiently, with quality and safety. So, know that the insurance contract is not required.
If the bus used in the present trip broken glass, dirty premises, defective banks and also sell more than one ticket for the same seat, the consumer can complain. Therefore, it is advisable to write down the registration number of the bus and save the stub of the passage to be used as proof.
If the passenger boarding give up, you can reschedule your trip during the period of one (01) year. If consumers opt for reimbursement, it must be made within 30 days from the request.
If there is delay of more than one hour at the starting point or at one of the stops planned for the route, the carrier must ensure that passengers boarding in another company or, if the consumer wants, immediately refund the value of the ticket.
In case of defect, failure or other reasons that stop or delay the journey the carrier should have operative means for the trip to be taken up in a maximum of three hours or refund the amount of the ticket for consumers passengers.
During the interruption or delay in the trip's meals and lodging of the passengers will be the carrier's liability.
If there is a change service class hired due to vehicle availability, and the change takes place in the lower class to upper class, no difference of passenger consumer can not be charged. If the change is top class to lower class passenger shall be entitled to a refund of the price difference.
If the passenger stop travel at will is not entitled to reimbursement of the ticket value.
Important recommendation
To appeal to consumer protection agencies and the judiciary, to claim record, it is important that consumers keep all receipts resulting from your trip, such as: boarding pass; spending vouchers performed with food, transportation, lodging, and other communication; Baggage Irregularity registration, and documents related to the undertaking or activity that would be completed on the target for investigation and collection of any losses.
Complaint
The first step is to seek consumer the company to claim their rights. Even the transport contract establishes a consumer relationship between the user and the supplier of the service. Consumers can also search the offices of the National Civil Aviation Agency (ANAC), present in the main airports in the country, to represent complaint against airlines.
Consumers can register their complaints through the website or by www.consumidor.gov.br electronic service, available at www.procon.es.gov.br or in person at the headquarters of the State Procon, at Avenida Princesa Isabel, 599, Ed . March 6th floor, from 9 to 17 hours, Monday to Friday or at the Unit Make Easy in Cariacica, which also meets on Saturdays up to 13 hours or even at Procon of their municipality.
Source: Procon-ES
To access the Procon-ES website, click here.
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This article was translated by an automatic translation system, and was therefore not reviewed by people.