A CVC, one of the largest tour operators in the country, can be fined for not fully refunding canceled cruise trips, as determined by the cancellation rules in force in the pandemic. According to consumer complaints, the travel agency is withholding up to 15% of the amount paid for the package.
Faced with the complaints, the State Procon of Rio de Janeiro instituted, this Thursday, a sanctioning act against the company CVC Brasil for violations of consumer rights.
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According to the agency, travelers affected by the suspension were informed that MSC and Costa Cruises would offer the possibility of refunding the amount paid, but the discounts were made, alleging that they are related to commissions for sales and service provision.
For the president of Procon-RJ, Cássio Coelho, as it was not the consumer who chose to cancel the trip, there is no justification for the burden of canceling the cruise to be passed on to the traveler.
— In this case, the collection of a fine, commission or fee, or withholding of any amount, cannot happen because they are abusive, and excessively burdensome for the consumer — says Coelho.
CVC Brasil has 15 days, counting from the receipt of the sanctioning act, to present a defense. The tourism agency must also present an economic report, informing its gross revenue in the last three months, for the purpose of delimiting its economic size.
CVC says it fully reimburses
CVC said that it has not yet been notified by Procon-RJ, but is available to provide any clarifications.
The company said, in a note, that it follows the rebooking and refund policies adopted by companies that operate cruises in Brazil and that “all cancellations determined by Organs competent bodies or by decision of the shipping companies are fully refunded to customers”.
In the case of voluntary cancellations, CVC stated that, as a package intermediary, “it is entitled to commissions for sales and services that include, among others, assistance to passengers before, during and after any trip”.