Casal teve viagem frustrada devido a problemas com hospedagem, devidamente paga e reservada (Crédito: Tiago Scharfy)
A 13ª Câmara Cível do Tribunal de Justiça de Minas Gerais (TJMG) manteve sentença da Comarca de Passos, no Sudoeste de Minas Gerais, que condenou uma operadora e agência de viagem a indenizar um casal em R$ 3.347,84, por danos materiais, e em R$ 15 mil para cada um, por danos morais, devido à falta de reserva na pousada em que eles iriam passar férias. A decisão é definitiva.
O casal, formado por um aposentado e uma dona de casa, havia contratado junto à empresa um pacote de uma semana em uma pousada em Fernando de Noronha, pretendendo fazer sua segunda lua de mel. Eles pagaram todas as taxas e viajaram em 10 de agosto de 2020.
Todavia, ao chegarem ao destino, a pousada estava fechada. Os consumidores localizaram o gerente com o auxílio da população local. Porém, o profissional se surpreendeu com a demanda, pois, segundo ele, não havia reserva alguma em nome do casal.
O gerente ajudou os dois a localizarem um abrigo provisório, que era um quarto muito pior do que o inicialmente reservado. Um deles ainda sofreu uma forte crise alérgica devido às condições da acomodação.
O casal ajuizou ação em dezembro de 2021, pleiteando da agência indenização por danos morais e o ressarcimento das despesas. A empresa se defendeu sob a o argumento de que era apenas intermediária do negócio e que a falha foi da pousada, que deveria responder pelo prejuízo.
Em 1ª Instância, a juíza Aline Martins Stoianov Bortoncello, da 2ª Vara Cível da Comarca de Passos, condenou a empresa a arcar com os danos materiais e morais, em setembro de 2022. Ela considerou que houve falha na prestação de serviços, já que os consumidores, após horas de locomoção, descobriram que não havia reservas na pousada contratada.
A situação foi agravada, segundo a magistrada, pelo fato de se tratar de uma ilha, o que naturalmente restringia a possibilidade de deslocamento dos consumidores. Além disso, eles foram obrigados a se instalar em quarto em condições de limpeza e salubridade precárias.
A operadora de viagens recorreu. O relator, desembargador Ferrara Marcolino, manteve o entendimento adotado na comarca de Passos. O magistrado afirmou que a agência de viagens, é responsável pela venda das diárias em hotel escolhido pelo cliente, de modo que deve suportar eventual condenação decorrente do reconhecimento do dever de indenizar.
Os desembargadores Maria Luíza Santana Assunção e Luiz Carlos Gomes da Mata votaram de acordo com o relator.
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