Ethiopian Airlines

Reclamar dessa empresa

Rio de Janeiro - RJ

01/06/2026 às 15:27

ID: 250251299

We are writing to formally notify you of a severe breach of contract regarding our international through-ticket (PNR: *****) from Rio de Janeiro (GIG) to Bangkok via São Paulo (GRU) and Addis Ababa.
As you are aware, due to a critical check-in and connection processing error made solely by GOL Linhas Aéreas ground staff at Rio de Janeiro (GIG), both passengers under this booking reference were involuntarily denied boarding on the Ethiopian Airlines flight at São Paulo-Guarulhos International Airport (GRU). This operational failure was officially documented and confirmed in writing by your airport staff at GRU under Document Ref: *****.
Following this incident, GOL transported us back to Rio de Janeiro. However, they are now acting in flagrant violation of Brazilian Aviation Law (ANAC Resolution No. 400). GOL refuses to process our involuntary reaccommodation (Reacomodação Involuntária) to the requested date of July 12, 2026, unless we pay an abusive and illegal fee of USD 480.00. Furthermore, GOL is refusing to include the initial domestic segment (GIG-GRU), demanding that we travel to São Paulo on our own account.
Under ANAC Resolution 400 (Article 21) and the Montreal Convention, since this is a single, unified contract of carriage, both operating carriers share responsibility toward the passengers in a disrupted connection. The law explicitly dictates that reaccommodation due to carrier error must be executed COMPLETELY FREE OF CHARGE, with all change fees and fare differences waived.
WE REASONABLY DEMAND:
Ethiopian Airlines, as the ticketing/partner carrier for this international journey, to immediately intervene and process the complete and entirely free rebooking for ***** and ***** for July 12, 2026, covering the entire original itinerary starting from Rio de Janeiro (GIG), with zero additional fees.
Send the newly issued electronic tickets to our designated email: ***** within 48 hours.
If this matter is not resolved amigably, we will be forced to include both GOL and Ethiopian Airlines in a formal lawsuit before the Small Claims Court (Juizado Especial Cível) of Rio de Janeiro, seeking full enforcement of our passenger rights and substantial compensation for Moral Damages (Danos Morais), which under Brazilian jurisprudence ranges from R$ 5,000 to R$ 10,000 per passenger for such severe travel disruptions.
We highly value Ethiopian Airlines' service and trust you will urgently intervene to fix this dispute caused by your partner's local misconduct.
Sincerely,
*****
Rio de Janeiro, June 1, 2026.