The Spanish airline Iberia was notified by Procon-SP, informed the consumer protection agency this Tuesday (04).
Procon-SP requested “explanations regarding the news informing about the cancellation of tickets purchased in the promotion, released on 28/12/21, for the Rio de Janeiro – Paris stretch, for the amount of US$ 118, round trip.”
Iberia has until Friday (07) to answer the following questions from Procon:
– what were the promotional conditions for the sale of these tickets, if there was a period for use; ticket limit per person and if it was also made available for other segments or with different origin;
– how many tickets were available in this promotion;
– present documents with the average price practiced, in the last six months, of tickets from Rio de Janeiro to Paris (Orly), with a stopover in Madrid, especially the promotional values;
– the reason for the cancellation; how many consumers were affected; why it took 72 hours, after issuing the tickets, for the cancellation notice, considering that it states the detection of the supposed error in “a few hours”;
– what measures will be taken to comply with the offer, since, according to the Consumer Defense Code, it is the supplier's duty to comply with what was offered;
– whether any specific channel was made available to meet these demands; how many complaints have already been ed with this object in your channels; how many refunds were made;
– what internal actions are carried out to curb the dissemination of price “errors” on airline tickets and, if this type of event has already occurred in previous years.
“The rule of the Consumer Defense Code is simple; “promised, fulfill”. Iberia cannot escape fulfilling what it promised when it announced discounted tickets”, says the executive director of Procon-SP, Fernando Capez.
