Funcionária recomendou motorista não credenciado, causando perda de voo e prejuízos financeiros.
Não resolvido
São José dos Campos - SP
21/07/2026 às 13:12
ID: 254458651
I am writing to report the poor conduct of the reservations staff member named *****. She was responsible for my reservation, number *****
In 2024
When I was making the reservation, the staff member recommended a transfer servicefrom the airport to the hotel and backclaiming the driver belonged to a transport cooperative to make it sound credible.
Perhaps to earn a financial bonus, the driver started referring other drivers based on a personal arrangement between her and the driver.
The driver recommended by *****(a staff member at the Palladium Imbassaí), was late for the transfer from the Palladium Imbassaí Hotel to the airport. This caused me to miss my flight and resulted in financial loss, as I had to purchase two last-minute airline tickets, as well as cover accommodation for the couple until the departure of the flight, which took place two days after the originally scheduled one.
I filed a lawsuit against the company mentioned by VerônicaVentura as being responsible for my transport; however, the transport company claimed that it never provided a driver for me.
In short, the employee *****, from the reservations department, damaged Palladium's reputation by using the hotel chain's credibility to recommend a fake driver to me.
My lawsuit aimed to secure compensation for the loss of the return flightboth mine and my wife'scaused by the driver recommended by Palladium Imbassaí through *****
Since I lost the lawsuit, I was left out of pocket becauseas previously statedthe driver who took me to the airport did not belong to the transport company mentioned by *****, the Paladium employee.
I have all the documentation proving the claims made in this email, starting with the offer of transportation services made by *****. I also have the driver's name and photograph, as well as details of the entire legal action.
It would be honorable and respectful for the Palladium Group to reimburse me for the losses incurred from purchasing new flights and losing the original ones. Perhaps the Palladium Group could deduct the amount to be paid to me from the salary of the employee responsible.
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Resposta da empresa
30/07/2026 às 15:07
Dear Mr. Jonas,
Thank you for sharing your feedback; we sincerely apologize for the inconvenience you experienced during your trip.
After reviewing the information and clarifications provided by the transportation service provider, we were informed that the vehicle originally assigned had to be replaced due to operational reasons. We were also informed that the use of the electronic toll payment device (Sem Parar) is optional for taxi drivers and that vehicle data is managed directly by the cooperative, meaning the hotel does not have access to it.
As explained by the cooperative, traffic in the area was severely impacted by a serious accident on the highwayan exceptional situation that affected many travelers that day. Furthermore, we were informed that the driver arrived at the hotel at the scheduled time and that the departure time was subsequently changed, according to the cooperative's records.
In any case, your feedback has been shared with the management team for their review, helping us to continuously improve the services we provide.
Thank you for taking the time to share your experience with us; we remain at your disposal.
Best regards,
Josy Santos
Guest Satisfaction Online
Consideração final do consumidor
30/07/2026 às 16:01
Não leram uma palavra da reclamação.
O problema foi resolvido?
Não resolvido
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