Viva Air case: SIC ordered the refund of the money or the relocation of the flight to the passenger concerned

After a user hit in the middle of the situation, said by the airline Viva Air, filed a consumer protection lawsuit over the suspension of flights, the Superintendence of Industry and Commerce (SIC) decided in his favor after verifying the conditions of the case.

It was learned that within 48 hours of filing the complaint, the SIC ordered the airline to return the money the woman had paid for her tickets, which must be done immediately or failing that , relocate on a flight with another company at no additional cost.

This was announced by a statement released on March 4, 2023 in which he announced the measure he decreed, which is also the first to be issued “against the company VIVA AIRLINES PERU SAC SUCURSAL COLOMBIA, provider of the international air transport service for passengers of the aforementioned airline”.

Also, in your account Twitterhe pointed:

“The #SIC informs that, since the filing of a complaint by one of the persons concerned by the suspension of Viva Air operations, the first precautionary measure against the said airline has been decreed, in less than 48 hours.”

According to the information regarding the case announced by the entity, the measure was decreed due to the urgent need to provide protection of rights and the interests of users who have been affected by the decision taken by Viva Air. In addition, he pointed out that his way of acting: “shows a flagrant violation of the rights expected of consumers”.

Likewise, he pointed out that the case is deepening: “not only because of the effects of the unilateral and untimely decision to suspend its services, but also, in full ignorance of its obligations and responsibilities as a supplier of a service of vital importance to consumers and users…”

The document also revealed that on the webpage to which the affected users Due to the suspension of flights, there is no type of information through which they can submit requests. In fact, the SIC pointed out that: “on the contrary, they reproduce in all cases the aforementioned statement without at least offering timely solutions to the needs of users like the applicant here.”

The SIC also mentioned that this first measure will open the doors to all users who have been affected by Viva Air’s decision, where their rights have been violated and turn to the entity for solutions to their situations.

Indeed, he pointed out that through the National Consumer Protection Networkthe superintendency indicated that face-to-face service channels are offered to relevant users by the airline and located in 18 cities national territory in airports awaiting solutions.

In the press release, the entity also announced that users will be able to go to the Superintendence in order to file a complaint with the request for precautionary measures “through the Delegation for Jurisdictional Affairs”. Also remember that if the flight was purchased domestically, the lawsuit is filed against the company Fast Colombia SAS, while if it is an international flight, the lawsuit must be filed against Viva Airlines Perú SAC .

To carry out the process, the complaint and the request for precautionary measures can be made through the form available in the following link: https://bit.ly/demandaVivaAir. It is important to note that this modality is only available From Monday to Friday from 8:00 a.m. to 4:40 p.m.

It also offers service channels such as by telephone in Bogotá at +57 (601) 587 00 00 and nationally at 01 8000 910165, contact center +57 (601) 592 0400 and institutional email contactenos@sic.gov.co.

The main headquarters located at Carrera 13 n ° 27 – 00, on floors 1 and 3 of the city of Bogotá. Office hours are Monday through Friday from 8:00 a.m. to 4:30 p.m.