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According to a statement, the Supertransporte received a number of complaints, between March 24 and September 29, 2020, for alleged irregularities that Avianca committed “related to the alleged violation and non-compliance with the obligations that legally correspond to its users“.
Among the 17 charges that the entity made against the airline are alleged breaches when transporting passengers from one destination to another; violation of the right to information by not providing flight data in Spanish and not announcing changes to passengers or delays that occurred; violation of the right of users to request refunds for flights that were not made and “impose abusive clauses in the terms and conditions to redeem the vouchers or vouchers delivered“.
Camilo Pabón Almanza, Transport Superintendent, added in a video (published below) that some airline users reported that their flights were canceled, even when the passengers were already on the plane, and that the complaints were also taken into account that users did through social networks, during October.
The #SuperTransport formulates 17 accusations against @Avianca for allegedly violating passengers’ rights.
More information at ⬇️https: //t.co/XZnk78REKN pic.twitter.com/FnSFagpSpY
– Supertransporte @ (@Supertransporte) November 6, 2020
The Superintendency of Transportation reported that if Avianca is responsible for what it is accused of, it could be sanctioned with a fine greater than 19,000 million pesos, which represents 21,950 Current Minimum Legal Monthly Wages (SMLMV).
The airline, which recently announced that it would lay off about 6,000 workers, had already had problems with that control body for advertising air tickets, without having authorization to reactivate flights.
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