With a focus on the airline sector, bulletins portray the journey of the tourist during and after landing at the chosen destination
With the arrival of summer and the holiday season, many Brazilians are already planning to embark on the long-awaited trip. To ensure better experiences for tourists, the Ministries of Tourism and Justice and Public Security launched, this Tuesday (21/12), two new editions of the publication “Consumidor Turista”, with tips and guidelines to improve consumer relations in the country. sector.
Just like in first issue released in september (click on the link to access), the focus continues to be air transport, but this time, the approach is the journey that the tourist takes during the trip and also the moment right after landing at the chosen destination.
Access “Tourist Consumer: Air transport – during the trip” (Click on the link to access)
Access “Tourist Consumer: Air Transport – Arriving at Destination” (Click on the link to access)
According to the Minister of Tourism, Gilson Machado Neto, the publication can serve as a checklist for consumers before boarding. “The airline industry in Brazil moves more than 90 million engers every year. To ensure a safer and more conscious trip, before using a plane to reach the next destination, carefully reading the Tourist Consumer publication and making a kind of check-list can help the tourist to have an unforgettable trip”, he affirms
With clear and objective language, the publications propose to inform the rights and duties of consumers in preparing trips and contracting services. For example, before boarding, the enger must not forget to print or the boarding on his cell phone.
This document is issued by the airline right after check-in, which can be done online or in person. You also need to pay attention to the schedules and plan to arrive at the airport in advance.
The traveler should also consider the route that must be taken inside the airport towards the boarding gate, especially if you plan on having a snack beforehand. Even if you arrive at the gate with the aircraft still parked, if boarding has already been closed, you will miss the flight.
When disembarking, care begins while still inside the plane and ranges from waiting for the right moment to unbuckle the seat belt and checking that you haven't forgotten any belongings inside the plane, to reuniting with any checked luggage, signaled by s along the way. or through the airport's public address system.
“Ensuring safety for the tourist consumer is one of the strategic paths for the economic recovery of post-pandemic Brazil. In this context, it is up to the Ministry of Justice and Public Security to ensure the protection of the rights and interests of tourists who consume goods and services, and this process begins with educating and informing citizens”, points out the Minister of Justice and Public Security, Anderson Torres.
The first three editions of the publication are aimed at the airline sector, and are subdivided into before, during and after the trip. For this reason, they rely on the collaboration of the National Civil Aviation Agency (ANAC). The superintendent of Air Services Monitoring at the agency, Rafael Botelho, highlights the importance of the Tourist Consumer bulletin.
“The holiday period and end of year festivities are approaching. It is common at this time for movement at airports to increase. Preparing in advance makes all the difference for the enger to have a smooth travel experience. For this, it is worth reading the Tourist Consumer bulletin, especially these last two editions that bring many practical tips for the moment of the trip”, says Botelho.
Check out some of the tips and guidelines from the second and third editions below:
SHIPPING DOCUMENTS – Check that it is valid for boarding and that it is in good identification condition. At the ANAC website (click on the link to access), it is possible to find a list of documents that can be presented.
BAGGAGE - A "hand baggage", the one that enters the cabin of the aircraft, is free, but must contain a maximum weight of 10 kg. However, you must pay attention to the volume, weight and dimensions (height, width and depth) indicated by the airline you are going to fly with. If it is outside the established dimensions or overweight, it will be shipped, and the traveler may be charged for it.
TRAVEL WITH PETS – The number of tourists who do not give up taking pets on trips has been increasing. To avoid embarrassment, to consult the airline's rules, such as the type of transport box and the fees charged.
ROUND TRIP – On flights within Brazil, if your ticket is a “round trip” and you, for some reason, cannot use the “one way” segment, you must notify the airline by the scheduled time for the “one way” if want to guarantee the “return” section.
DELAYS AND CANCELLATIONS – Everyone who travels by plane is subject to delays and flight cancellations for the most varied reasons, such as weather adversities, for example. It is the airline's obligation to keep the enger informed about the situation, including an estimate of the new flight schedule.
The company must offer some alternatives to the enger, including free accommodation on a new flight, credit for future use and full refund. If the delay exceeds two hours, the company must provide for your food; and, if it lasts longer than four hours and requires an overnight stay, accommodation if you are away from your place of residence, in addition to round-trip transfers to your home or place of accommodation.
SPECIAL RULES DUE TO THE PANDEMIC – Changes, reimbursement and credit for airline tickets follow Law 14.034/2020, in the case of flights scheduled until the end of this year (December 31). In addition, for international flights there are some other special rules valid until March 31, 2022. In the bulletins, you will find more information. It is worth checking.
LOST BAGGAGE – In the event of luggage being lost, the advice is to immediately seek the airline's face-to-face assistance while still at the airport and file a complaint called a “protest”, indicating all the characteristics of the bag to facilitate tracking. The airline has up to seven consecutive days to return lost luggage in the case of domestic flights and 21 days in international flights. If this period is exceeded, the enger is entitled to compensation.
If the retrieved bag has a defect caused during the trip, it is possible to file a protest at the airport or up to seven days after receiving the bag.
PARTNERSHIP – Given the importance and need to improve consumer relations between consumers and providers of tourist services, the Ministries of Tourism and Justice and Public Security, which is linked to the National Consumer Secretariat (Senacon), have promoted a series of actions t.
Among them are the offer of training courses for consumers and companies that operate in the tourism sector and the incentive for ing the consumer.gov.br platform (click on the link to access), which is a public, federal and free digital service that allows direct dialogue between consumers and companies for alternative dispute resolution.
Street: ANAC
