Colombia’s Transportation Ministry Investigates Viva Air Voucher Policy

Colombia’s Superintendency of Transportation under the country’s Transportation Ministry announced yesterday an investigation into the voucher policy of Viva Air during the Coronavirus COVID-19 Pandemic. The superintendency announced that it received 23 consumer complaints based on the time that passengers have to redeem the vouchers, and access to excess value when the flight redeemed has a lower fare than the original flight that would have been postponed due to the Pandemic and closure of Colombian airspace.

“Our country made an effort to adopt measures during the pandemic, including the possibility of giving users vouchers instead of money when a refund was appropriate. Now, in compliance with the law and the guidelines set by the United Nations, SuperTransporte will act when possible abusive practices against users and consumers become evident,” said the superintendent of Transportation, attorney Camilo Pabón Almanza (above photo).

When contacted by Finance Colombia, a spokesperson for Viva Air acknowledged that they were aware of the investigation. Once notified, the company took immediate actions to resolve any issues, and clarified that an investigation does not mean that the airline has been found culpable.

“It is important to bear in mind that of the 178,000 vouchers generated, the investigation focuses on 16 cases in which we are working to find a solution…As a company, we have always followed the determinations made by the authorities,” said the airline.

“It is worth mentioning that recently with the intention of providing better services to our clients, we have made modifications in favor of our passengers to the terms & conditions of the vouchers, which were granted as a flexibility measure during the pandemic. Finally, Viva Air emphasizes that it ensures compliance with all passenger rights in order to guarantee excellent service. Therefore we will be at the forefront and will respond to each case with the intent of generating wellbeing and confidence in our travelers.”

Passengers with questions should contact the airline via its website.