Newspaper today |Paid package for Punta Cana and you can't use it, complaint
Citizen Fede Cazal filed a complaint with the Consumer and User Defense Secretariat (SEDECO) against the Smart Travel agency for the alleged infringement of the consumer and user defense law. A hearing between the parties with said body is scheduled for December 29.
The complainant indicated that in the face of alleged negligence or alleged fraud, he claims the return of money paid for a travel package that he could not use due to the Covid-19 pandemic.
In a chat with Hoy Digital, Cazal explained that in December 2019 he paid the sum of USD 1,440 for a double-based travel package to Punta Cana, scheduled for March 16, 2020, but as on that date all airports closed due to the pandemic, he was forced to postpone his trip.
The complainant indicated that he immediately contacted his travel agent and they informed him of the steps to follow in order not to pay any fine and to be able to use his package later.
“I did everything the agent told me. In addition, every month he was in contact via email and WhatsApp messages to find out until what date he could make that trip, and he told me not to worry. Since last year it was possible to travel again, between the months of September and October I began to manage again to be able to use the package but the agency already began to change its position and they even changed my agent and referred me to another " , he recounted.
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He maintained that the agency later told him that his case was “exceptional” and that they promised to give him a bonus with the airline but that he had to manage that. Since he did not understand what steps he should take, he asked the agency to take care of them. “They supposedly continued managing, but when with my group we organized a trip to Punta Cana for this year and I asked for a return quote, they told me that I had to pay USD 1,800 (apart from the USD 1,440 that he paid in 2019) for the flight difference and hotel (which is from the same chain). That is, they wanted me to pay for another package since I already had one. So I asked for my money back, but the owner tells me that he can't, he can only make an exception and refund the amount of the hotel, which is USD 700, but not the air ticket," he commented.
Cazal maintained that, after making inquiries with other travel agencies, he learned that airlines establish an expiration time for an air ticket and that they usually notify the agencies of this limit in order to use it. So, the complainant suspects that there was negligence or bad faith on the part of the tourist company by not notifying him of this situation, which would now be preventing him from using his package and also from getting his money back.
The Consumer and User Defense Secretariat (SEDECO) reminds the general public of the importance of taking the necessary precautions to verify and guarantee the services provided by Tourism Agencies. In the event of any controversy and the claim instance with the supplier has been exhausted, you can contact for inquiries at 021 52 44 55, consultas@sedeco.gov.py, the WhatsApp numbers enabled 0961 940 710 and 0962 127 110 and for claims to reclamos@sedeco.gov.py.
In the same way, the Senatur has enabled the email sugerencias@senatur.gov.py and its telephone line (021) 441-530, extension 169 to 170, for complaints or claims of this type.