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Después de que la Superintendencia de Industria y Comercio (SIC) emitiera la Resolución 47532 sobre el caso Avianca-Viva, Avianca anunció que la investigación determinó que “queda oficialmente cerrada sin sanción alguna en contra de Avianca ni de sus administradores” por este caso.
Tras el análisis de la resolución, la compañía implementó las garantías para los usuarios afectados de Viva Air, con el propósito de minimizar los inconvenientes ocasionados.
Las opciones establecidas en el acuerdo asumido por Avianca ante la SIC son:
1. Reubicación prioritaria:
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Los pasajeros tienen la oportunidad de ser reubicados sin costo adicional, sujeto a la disponibilidad de asientos. Se requiere que los viajeros se acerquen a los aeropuertos el día de su vuelo o un día previo para gestionar la reubicación.
Si la reubicación inmediata no es factible, Avianca permite a los pasajeros buscar alternativas de vuelo en fechas cercanas, considerando la disponibilidad de espacios.
2. Descuentos especiales de protección:
Avianca ofrece descuentos especiales sobre la tarifa base para aquellos pasajeros que deseen reprogramar sus vuelos en la fecha originalmente reservada o un día posterior, en función de la disponibilidad.
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Estos descuentos son del 60 % para las tarifas M, L y XXL, y del 35 % para las tarifas S y XS, aplicables sobre la tarifa base. Se subraya que estos descuentos no incluyen cargos por combustible ni impuestos correspondientes.
3. Opción adicional de descuento para vuelos futuros:
En un esfuerzo adicional que supera las expectativas, Avianca brinda a los pasajeros con boletos de Viva, que no pudieron volar entre el 2 de junio y el 24 de agosto de 2023, un descuento del 40 % en las tarifas M, L y XXL, y del 20 % en las tarifas S y XS. Esta oferta también es extensible a aquellos que prefieren flexibilidad en las fechas de vuelo en lugar del beneficio de mayor descuento aprobado por la SIC.
Los viajeros interesados en aprovechar estas opciones pueden comunicarse con el Contact Center de Avianca o dirigirse a las oficinas de venta en los aeropuertos. Es esencial recordar que, independientemente de estos pasos, Avianca tomó la iniciativa de proteger a más de 173,000 usuarios de Viva desde la suspensión de sus operaciones, reubicándolos en rutas nacionales e internacionales, en gran parte de manera gratuita, reafirmando su compromiso con la satisfacción y el bienestar de los pasajeros.
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