He National Institute for the Defense of Competition and the Protection of Intellectual Property (Indecopi) initiated an administrative disciplinary process against Viva Airlines Peru SAC and Fast Colombia SAS Branch Peru for having suddenly suspended its services on February 27 and harming hundreds of passengers.
This will be done through the Technical Secretariat of the Consumer Protection Commission, whose members ensure that these companies violated this code for the following reasons:
• Cancel your flights for events that are your responsibility and affect consumer expectations.
• Failure to implement mechanisms that make it possible to answer in an adequate and timely manner the queries presented by the passengers affected by the cancellation of their flights.
• Failure to provide protection to consumers affected by the suspension of their operations, as provided in the Andean Decision 619, Civil Aeronautics Law (Law No. 27261) and the Regulation of the Civil Aeronautics Law (Supreme Decree No. 050-2001-MTC).
• Failure to inform consumers, in a timely, sufficient and appropriate manner, of the measures that they were going to adopt in the face of said situation or the reimbursement of the money paid for the service not provided in the event of the cancellation of their operations.
• Do not refund the money that passengers paid for their tickets to travel after February 27, 2023.
What is the precautionary measure in favor of the affected passengers?
In order to prevent the damage from being irreparable, it was ordered that they immediately identify the passengers affected by the suspension of their operations and that they adopt protection actions in accordance with the provisions of the Andean Decision 619, the Civil Aeronautics Law and its regulations.
If these passengers boarded another flight after February 27, the companies must reimburse all expenses taking into account the difference in the price of the new air tickets they purchased and that the consumer has accredited within a period of 15 days (since they the user requested it).
After being notified, the companies must inform, through their web portal and social networks, what users must do in order to be reimbursed for the tickets they purchased or, in any case, to be relocated on a flight. from another airline at no cost and under the same conditions as those initially contracted (the latter if the consumer decides).
Once this information is published, the airline will have two business days to initiate the refund, which has a term of no more than 15 calendar days. The relocation option must be accredited by the providers, as well as its execution.
Finally, companies must immediately implement communication channels to answer any questions from affected consumers so that, in this way, their wait is not prolonged or they have difficulties when entering the information.
What is Indecopi’s service channel?
In the event of any incident or problem, you can file a report or request information at WhatsApp Airport (985 197 624), 24 hours a day, every day of the week, including holidays and holidays.
Source: Larepublica
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