Dear Doctor-X
In response to the email below, we inform you that ANAC is not competent to resolve your complaint.
After analyzing the complaint and TAP's information, we inform you that the
change in the reservation does not fall within the scope of Regulation (EC) No. 261/2004, of the European Parliament and of the Council, of 11 February , which establishes common rules for assistance and compensation to passengers affected by denied boarding, cancellations and prolonged flight delays.
We inform that the mediation of the conflict in question - because it is a matter of contractual nature, between the air carrier and the passenger - does not fall within the jurisdiction of ANAC.
Nevertheless, we would point out that, in this particular case, the fare conditions applicable to the tickets purchased by the passenger, in which the rules/changes, penalties and refunds apply, are defined.
In view of the above and if you can not resolve the situation with TAP, we would like to inform you that since February 15, 2016, the new online electronic dispute resolution platform (RLL) is available to consumers and merchants:
https://webgate.ec.europa.eu/odr/
This platform aims at resolving disputes in a faster, easier and cheaper way. Whenever consumers submit a complaint on the RLL platform, alternative dispute resolution bodies will act as arbitrator between the parties to resolve the problem.
In this regard we will conclude your complaint.
Best regards
The Department of Prices and Consumer Protection