{"id":16212,"date":"2020-11-06T08:28:03","date_gmt":"2020-11-06T13:28:03","guid":{"rendered":"https:\/\/www.supertransporte.gov.co\/?p=16212"},"modified":"2020-11-06T08:28:54","modified_gmt":"2020-11-06T13:28:54","slug":"supertransporte-formula-cargos-contra-avianca-s-a-por-presuntamente-violar-derechos-de-los-pasajeros","status":"publish","type":"post","link":"https:\/\/www.supertransporte.gov.co\/index.php\/comunicaciones-2020\/supertransporte-formula-cargos-contra-avianca-s-a-por-presuntamente-violar-derechos-de-los-pasajeros\/","title":{"rendered":"SUPERTRANSPORTE FORMULA CARGOS CONTRA AVIANCA S.A. POR PRESUNTAMENTE VIOLAR DERECHOS DE LOS PASAJEROS"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first\" style=\"--awb-bg-size:cover;width:16.666666666667%;width:calc(16.666666666667% - ( ( 4% + 4% ) * 0.16666666666667 ) );margin-right: 4%;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_2_3 2_3 fusion-two-third\" style=\"--awb-bg-size:cover;width:66.666666666667%;width:calc(66.666666666667% - ( ( 4% + 4% ) * 0.66666666666667 ) );margin-right: 4%;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:5px;margin-bottom:5px;width:100%;\"><div class=\"fusion-separator-border sep-double\" style=\"--awb-height:20px;--awb-amount:20px;--awb-sep-color:rgba(224,222,222,0);border-color:rgba(224,222,222,0);border-top-width:1px;border-bottom-width:1px;\"><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-image-element fusion-image-align-center in-legacy-container\" style=\"text-align:center;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"253\" height=\"65\" title=\"Sala_prensa\" src=\"https:\/\/www.supertransporte.gov.co\/wp-content\/uploads\/2019\/01\/Sala_prensa.png\" alt class=\"img-responsive wp-image-10914\" srcset=\"https:\/\/www.supertransporte.gov.co\/wp-content\/uploads\/2019\/01\/Sala_prensa-200x51.png 200w, https:\/\/www.supertransporte.gov.co\/wp-content\/uploads\/2019\/01\/Sala_prensa.png 253w\" sizes=\"(max-width: 800px) 100vw, 253px\" \/><\/span><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:5px;margin-bottom:5px;width:100%;\"><div class=\"fusion-separator-border sep-double\" style=\"--awb-height:20px;--awb-amount:20px;--awb-sep-color:rgba(224,222,222,0);border-color:rgba(224,222,222,0);border-top-width:1px;border-bottom-width:1px;\"><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-1\"><p style=\"text-align: center;\"><a title=\"Acceder a la noticia\" href=\"https:\/\/www.supertransporte.gov.co\/index.php\/comunicaciones-2020\/supertransporte-formula-cargos-contra-avianca-s-a-por-presuntamente-violar-derechos-de-los-pasajeros\/\"><strong>SUPERTRANSPORTE FORMULA CARGOS CONTRA AVIANCA S.A. POR PRESUNTAMENTE VIOLAR DERECHOS DE LOS PASAJEROS<\/strong><\/a><\/p>\n<\/div><div class=\"fusion-text fusion-text-2\"><p><strong>Bogot\u00e1, Noviembre 06 de 2020.<\/strong><\/p>\n<ul>\n<li>La SuperTransporte recibi\u00f3 varias denuncias, especialmente entre el 24 de marzo y el 29 de septiembre del 2020, en las que los usuarios manifestaron su inconformidad con la empresa Avianca S.A. por presuntamente (i) infringir el derecho de los usuarios a solicitar reembolsos; (ii) incluir condiciones abusivas en los t\u00e9rminos y condiciones para redimir los vouchers o bonos entregados; y (iii) no entregar informaci\u00f3n clara a los usuarios, entre otros cargos.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>Tras realizar 9 requerimientos a la empresa, la Superintendencia de Transporte abri\u00f3 investigaci\u00f3n al formular 17 cargos contra Avianca S.A.. En caso de ser encontrada responsable, la sociedad en menci\u00f3n podr\u00eda ser multada hasta por 21.950 Salarios M\u00ednimos Legales Mensuales Vigentes (SMLMV), equivalentes a aproximadamente $19.267.753.900.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>La Superintendencia de Transporte continuar\u00e1 vigilando que se respeten los derechos de los usuarios de transporte a\u00e9reo, especialmente durante el periodo de pandemia.<\/li>\n<\/ul>\n<p><strong>(@Supertransporte).<\/strong>\u00a0La Superintendencia de Transporte, en ejercicio de su funci\u00f3n de protecci\u00f3n a los usuarios del sector, mediante la Resoluci\u00f3n 8004 del 21 de octubre de 2020,\u00a0inici\u00f3 una investigaci\u00f3n administrativa a la sociedad Avianca S.A., mediante la formulaci\u00f3n de un pliego de cargos, por hechos relacionados con la presunta violaci\u00f3n y el no cumplimiento de las obligaciones que le corresponden legalmente con sus usuarios.<\/p>\n<p>Lo anterior, debido a que la Direcci\u00f3n de Investigaciones de Protecci\u00f3n a Usuarios del Sector Transporte tuvo conocimiento de varios hechos gracias a las PQRS interpuestas por los usuarios, cuyas fechas datan entre el 24 de marzo y el 29 de septiembre de 2020. Por esta raz\u00f3n, la Entidad emiti\u00f3 requerimientos de informaci\u00f3n a la empresa Avianca S.A., en ejercicio de sus facultades de vigilancia e inspecci\u00f3n.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Los cargos<\/strong><\/p>\n<p>Entre los 17 cargos se\u00f1alados se encontr\u00f3: primero, el presunto incumplimiento de las empresas de servicio de transporte a\u00e9reo de transportar a sus pasajeros de un destino a otro, seg\u00fan los t\u00e9rminos pactados. Segundo, la presunta violaci\u00f3n al derecho a la informaci\u00f3n al no emitir los datos de los vuelos en espa\u00f1ol y al no informar a los usuarios los cambios o las demoras en los itinerarios seg\u00fan los t\u00e9rminos se\u00f1alados por la normatividad. Tercero, la presunta vulneraci\u00f3n del derecho a la libre elecci\u00f3n de los usuarios y el incumplimiento al derecho al retracto con la inclusi\u00f3n de cl\u00e1usulas abusivas en los t\u00e9rminos y condiciones para redimir los vouchers o bonos entregados, o, por ejemplo, al disponer que estos medios de reembolso fueran intransferibles o no endosables. Cuarto, la presunta violaci\u00f3n del derecho de los usuarios a solicitar los reembolsos de los trayectos no ejecutados.<\/p>\n<p>Asimismo, se evidenci\u00f3 una presunta renuencia de Avianca S. A., de manera reiterativa, a suministrar la informaci\u00f3n solicitada por esta Superintendencia, lo cual est\u00e1 consagrado en la ley.<\/p>\n<p>A ese respecto, el Superintendente de Transporte, Camilo Pab\u00f3n Almanza, record\u00f3 que <em>\u201cla Superintendencia est\u00e1 dispuesta a acompa\u00f1ar a los empresarios en medio de la emergencia sanitaria, pero debe tambi\u00e9n recordarse que esta entidad tiene la competencia para requerir informaci\u00f3n para el correcto ejercicio de las funciones de vigilancia, inspecci\u00f3n y control. Por eso, hacemos un llamado a los empresarios a que atiendan las solicitudes de la Superintendencia de manera oportuna y completa para evitar sanciones\u201d.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Posibles sanciones<\/strong><\/p>\n<p>En caso de ser encontrada responsable, la sociedad en menci\u00f3n podr\u00eda ser multada hasta por 21.950 Salarios M\u00ednimos Legales Mensuales Vigentes (SMLMV), lo que equivale a $19.267.753.900.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Recurso<\/strong><\/p>\n<p>Contra la decisi\u00f3n de apertura de investigaci\u00f3n y pliego de cargos no procede recurso. Se garantizar\u00e1n los principios del debido proceso y el derecho de defensa, y se precisa que el procedimiento sancionatorio iniciado se realizar\u00e1 de conformidad con lo establecido en la ley<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:10px;margin-bottom:10px;width:100%;\"><div class=\"fusion-separator-border sep-double\" style=\"--awb-height:20px;--awb-amount:20px;--awb-sep-color:rgba(224,222,222,0);border-color:rgba(224,222,222,0);border-top-width:1px;border-bottom-width:1px;\"><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-3\"><p>________________<br \/>\nSUPERINTENDENCIA DE TRANSPORTE<br \/>\nOficina de Comunicaciones y Prensa<br \/>\n@Supertransporte<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-last\" style=\"--awb-bg-size:cover;width:16.666666666667%;width:calc(16.666666666667% - ( ( 4% + 4% ) * 0.16666666666667 ) );\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"--awb-bg-size:cover;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:5px;margin-bottom:5px;width:100%;\"><div class=\"fusion-separator-border sep-double\" style=\"--awb-height:20px;--awb-amount:20px;--awb-sep-color:rgba(224,222,222,0);border-color:rgba(224,222,222,0);border-top-width:1px;border-bottom-width:1px;\"><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-4\"><p style=\"text-align: right;\"><span style=\"color: #808080;\"><a style=\"color: #808080;\" title=\"Acceder a la p\u00e1gina\" href=\"https:\/\/www.supertransporte.gov.co\/\">Inicio<\/a> \/ <a style=\"color: #808080;\" title=\"Acceder a la p\u00e1gina\" href=\"https:\/\/www.supertransporte.gov.co\/index.php\/comunicaciones\/sala-de-prensa-2020\/\">Noticias 2020<\/a> \/ SUPERTRANSPORTE FORMULA CARGOS CONTRA AVIANCA S.A. POR PRESUNTAMENTE VIOLAR DERECHOS DE LOS PASAJEROS<\/span><\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":9,"featured_media":16213,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[132,108],"tags":[],"class_list":["post-16212","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comun-noviembre-2020","category-comunicaciones-2020"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SUPERTRANSPORTE FORMULA CARGOS CONTRA AVIANCA S.A. 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