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Failures in services rob peace even on vacation

01.18.2016

This article was translated by an automatic translation system, and was therefore not reviewed by people.

 

 

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Unrealized exchange reserves and on schedule of flights are common in high season

The Eccard Carvalho family was surprised with the news that there was no reservation in the building - Domingos Peixoto / Domingos peixoto

RIO - summer holiday carnival. It is time to plan trips and tours and enjoy everything in complete peace. Not always: in high season, it is common to increase the number of consumers dissatisfied with the services provided complaints. So before you travel, it takes planning and attention to, vacation, only avoidance of the good memories.

Unfortunately it was not what happened to the advertising Brenno Eccard Carvalho. He and his family bought a travel package to Chile, in June 2015, the Decolar.com, which included travel and accommodation for five people in an apartment for six days. After a few hours of flight, upon arrival at the building, the Eccards were surprised by the news that there was no reservation on behalf of the family.

According Brenno, the company did not give any solution and claimed that they were in the wrong place. To make matters worse, at the time, Chile was hosting the America Soccer Cup and, therefore, the country's hotel network was packed. The solution was to take up a temporary dormitory, tight - in the package were provided two large rooms - until some apartment became available. They had to pay for the hosting of the six days again and even greater value than they had paid for the package.

- We leave to make several trips because we did not have that extra expense so great. It was very frustrating. Not to mention that, besides the serious error, the company gave no support. Only at the end of the trip, they said there was a misunderstanding and that restituiriam the amount paid for lodging in the package, which was much lower than what we pay on time - tells the publicist, who decided to use legal action for damages and moral.

On the problem of the family, Decolar.com informs that supports your entire customer base and made available to all of them 24 hours a day, year round, to address the issues of travel purchased through the platform.

RECURRING PROBLEM

According to lawyer specializing in consumer law, Arnon Velmovitsky, the lack of reserves is just one of the problems that can ruin any trip: year in, year out, the cases remain the same - delays and cancellations, lost luggage, overbooking and hotel reservations no effect:

- The obstacles faced by travelers are classic. But there are ways to guard against such mishaps. Planning and price survey are the first steps. Confirm the reservation, check if there were no changes in flight times and outputs of the bus, and the types of insurance are necessary actions that can ensure tranquility.

According to the lawyer, smartphones and cameras are excellent allies in the "before and after", whether in time to prevent problems or to claim damages later.

- Take pictures of luggage, its contents or damage suffered during the journey; the clock and boarding pass in arrears situations; and poor conditions of accommodation are effective evidence in court if a process necessary - teach.

Commenting on the case of Eccard Carvalho family, the lawyer said that in these situations, you should seek reimbursement of the amount spent and also enter process for moral damages against the carrier that sold the package.

With scheduled for February vacation, Rodrigo Maruyama decided to travel with his wife and young son to Navegantes, Santa Catarina, and bought the tickets for Blue Airlines. Cautious, earlier this month, decided to see if everything was right with the flight that would leave Sao Paulo at 8 am and arrive at the destination in about an hour. To his surprise, the route network has changed, and the company did not report the switch.

- The new flight would leave at the same time, would stop in Porto Alegre, but only come to Navegantes to 19h. Imagine getting 11 hours waiting with a 4 year old. Outside lose a day with displacement and the first night the hotel - complains.

Maruyama called the airline, and the clerk said he could do nothing. In return, offered a voucher of R $ 600. To make matters worse, the return flight, scheduled to leave at 8 am Navegantes, was changed. The forecast now is that Santa Catarina leave the city to 20h and arrive in Sao Paulo at 22h:

- What most amazes me is the total disregard of the company, which does not communicate the consumer. They claim that checked the flights well in advance, and that the standard was 72 hours before the trip. Imagine the stress if I leave to settle everything at the last minute.

The other option given by the company was the family opt for a flight out of Viracopos airport in Campinas, and come in a little over an hour Navegantes. The problem is the travel to Campinas, it takes 1h15min and will weigh on Maruyama pocket, you will have to go by car, spend fuel and pay for parking at the airport until the return.

- Offered a bus that leaves from a distant neighborhood. It would be an even greater disorder out with the bags, much sooner and with a small child. For me, the problem has not been solved. As I have still time until the day of the trip, I'll try a more favorable solution - says.

The Blue says it has solved the customer's problem, but does not comment on details of the solution. Check out the hand, the Procon-SP guidance on the most frequently asked questions of those who purchase travel services.

 

Source: The Globe

To access the site O Globo, click here.

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This article was translated by an automatic translation system, and was therefore not reviewed by people.

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