Smiles will be investigated for deceptive advertising.
An investigation into Gol's frequent flyer program has been opened by the 4th Consumer Protection Prosecutor's Office of the Federal District Public Prosecutor's Office; according to the complaint, the airline increased the number of points required to redeem tickets despite maintaining an advertisement on its website with a lower point requirement for redeeming the ticket.
Ivan Richard
Reporter from Agência Brasil
Brasilia - The 4th Consumer Protection Prosecutor's Office (Prodecon), of the Public Prosecutor's Office of the Federal District and Territories (MPDFT), has opened an investigation into allegations of misleading advertising by the Smiles mileage program, from the Gol airline.
According to the complaint, Gol increased the number of points required to redeem tickets despite maintaining an advertisement on its website with a lower points requirement for redeeming the ticket. Through their press offices, both Gol and Smiles stated that they had not been notified.
Now, an official letter will be sent to both companies so that they can respond. The public prosecutor, Guilherme Fernandes Neto, emphasized that Article 30 of the Consumer Protection Code (CDC) guarantees the supplier's obligation to honor the offer made; in other words, the supplier must respect the advertising that indicates a lower number of points to be exchanged for airline tickets.
According to Smiles' press office, the calculation for redeeming points is relative and varies according to demand, the time of year, and promotions. "Current fares reflect availability and typical high-season demand. Furthermore, customers are advised to always be aware of frequent promotions and the number of miles required to redeem tickets," says part of the company's statement.
Edited by: Marcos Chagas