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Com o advento da pandemia do Coronavírus (COVID-19) e das restrições e orientações das autoridades mundiais para enfrentar os problemas decorrentes do vírus, passamos a observar – para além dos riscos a saúde – impactos diretos de algumas medidas adotadas pelo Estado e setor privado sobre as reservas, compras e demais eventos vinculados as passagens aéreas.
Fato é que, apesar de já existir legislação para tratar da temática vinculada à relação entre o(a) consumidor(a) passageiro(a), a exemplo da Resolução nº 400 da ANAC, o Código de Defesa do Consumidor e o Código Civil,
diante do cenário atual e com fito de minimizar os impactos no setor de aviação brasileira, o Governo Brasileiro publicou a Medida Provisória 925/2020, a qual dispõe sobre o prazo de doze meses para o reembolso do valor pago pela passagem aérea e a dispensa de penalidades contratuais aplicadas a remarcação e cancelamento.
Nesse cenário, como fica a proteção do consumidor em relação a outras situações de atraso, cancelamento e remarcação?
Apesar da referida Medida Provisória ter flexibilizado o prazo para devolução da quantia paga pelo bilhete, conclui-se que, a adoção desse procedimento foi de extrema importância para dar algum suporte as empresas aéreas, as quais foram severamente impactadas pelo COVID-19. Aos passageiros, por sua vez, resta garantido o direito ao reembolso ou o usufruto da passagem aérea em outro momento, quando cessarem os problemas e os riscos inerentes a pandemia.
Necessário destacar que ficam mantidos todos os demais direitos do(a) consumidor(a) passageiro(a), e as obrigações das companhias aéreas nos casos de remarcação e/ou cancelamento indevido de voo superior a 4 horas, notadamente a reacomodação para o primeiro voo disponível, reembolso das despesas com alimentação, hospedagem, deslocamento, etc.
A inobservância de tais direitos e obrigações, normalmente gera danos materiais e morais a vítima, devendo ser analisado o caso concreto e a extensão de cada prejuízo, tudo para fins de apuração quanto ao cabimento e o valor total da indenização que poderá ser paga pela companhia aérea.
No entanto, diante da situação excepcional de crise de saúde global decorrente do COVID-19, com o fechamento de aeroportos e fronteiras, dificuldades operacionais e financeiras do setor de aviação comercial, é importante que o(a) consumidor(a) passageiro(a) se cerque de alguns cuidados caso seja vítima de atraso, cancelamento de voo ou qualquer outra conduta abusiva, buscando provas que demonstrem principalmente a ausência de assistência, reacomodação tardia pela companhia aérea e de todos os prejuízos decorrentes do infortúnio.
Por isso, caso você tenha sido vítima de atraso ou cancelamento de voo, seja necessário o cancelamento e reembolso de passagem aérea durante o período de pandemia, ou tenha qualquer dúvida sobre os direitos que possui em face das companhias aéreas, procure o auxílio e a contrate um(a) advogado(a) de sua confiança, para que este profissional analise e encontre a solução mais adequada a situação vivenciada.
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