Procon of the city of São Paulo, linked to the City Hall, sent a notification last Friday (28) asking for clarification regarding the
The airline’s measure provoked a strong reaction on social media and could be characterized as abusive,
Furthermore, according to the organization, the initiative was announced simultaneously with the creation of a new category of seat that would give the right to use the bathroom.
This fact, according to the notification, “reinforces the link between restricting the use of the restroom and offering a differentiated service for an additional payment.”
Procon adds that “such practice may constitute a violation of the principles of dignity, equality and isonomy, as well as the right to adequate provision of services”.
The agency gave a period of ten calendar days for the company to present justification for the restriction and inform how it was communicated to consumers.
Procon warns that if the notification is not complied with within the deadline, sanctions provided for in the Consumer Protection Code may be applied, such as fines, temporary suspension of activity, license revocation and other penalties.
In a statement, Latam stated that it will provide the necessary clarifications.
The airline also says that it follows the global practice of using toilets per cabin, “ensuring privacy and an experience appropriate to the product purchased by the customer, in accordance with Anac standards and applicable Brazilian legislation.”
The airline adds that “in specific situations — such as serving passengers with special needs, emergencies or to balance the flow of people on board — the crew may authorize use by other customers.”
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