The consumer denounced the airline and the travel agency Viajemas Travel S.A.C. for allegedly failing to reschedule a flight and subsequently requesting a refund that was denied. We were able to have the complaint declared inadmissible against our client, differentiating the services provided by the suppliers, given that all the management and contact the passenger had was only with the travel agency, which is a different legal entity from the airline, despite the fact that airline-operated tickets were purchased.
The allocation of charges must be correctly made by the authority according to the degree of participation of the supplier. In this case, the airline was in charge of the operation of the flight, but all the reservation management (changes, requests, among others) should have been done through the travel agency. In this sense, the airline was excluded from the procedure.
(*) As of today, we are no longer representatives of the airline.
