CVC, Decolar and 123 Miles are investigated after complaints

Cinacon (National Consumer Secretariat), which is linked to the Ministry of Justice and Public Security, opened an administrative procedure today for investigation Card Verification Code (CVC)and Decolar.com, 123 Milhas, Max Milhas and Viajanet after consumer complaints about the provision of services during the covid-19 pandemic.

According to the statement, the goal is to investigate potential violations of consumer protection law regarding cancellations, rescheduling, refunds and reuse of travel and reservation credits.

According to the secretariat, the five agencies targeted for investigations submitted the largest number of complaints registered on the Consumidor.gov.br platform, during the pandemic. Among the main problems reported are: difficulty in changing or canceling the contract/service and difficulty or delay in refunds, refunds and withholding.

During 2020 and 2021, the numbers of complaints experienced two peaks: the first from April 2020, with the start of restrictions imposed on the tourism sector due to the pandemic, and the second, a year later, when companies must start compensating consumers who have, for example, canceled flights.

If convicted in the proceedings, the agencies are subject to a fine of up to R$13 million and other penalties.

wanted by UOLMax Milhas said he had not yet been notified of the administrative process, but stressed that it was “subject to the rules established by airlines for rebooking or canceling tickets”.

In a note, Decolar stated that it is trying to gain access to the process, but that it is “advancing in that it maintains an ongoing dialogue with the bodies of the National Consumer Protection System, including Senacon, with the goal of continually improving its customer service practices.”

the report Try contacting other target companies to investigate. If there is a response, the text will be updated.