O compliance e as relações de consumo no setor de serviços de transporte aéreo do Brasil

Abstract

This dissertation theoretical research approach and deductive methodology, on the compliance program and its importance for consumer relations in the domestic air transport sector in Brazil. Thus, the topic is grounded in the hypothetico-deductive method, employing both quantitative and qualitative research based on the investigation of statistical data from the Brazilian aviation and judicial sectors, as well as on doctrinal and jurisprudential references and a literature review comprising scientific articles and specialized journals. From this perspective, the economic regulation of the passenger air transport services sector in the country will be analyzed, and the competence of the National Civil Aviation Agency (ANAC), as well as the quality and safety control mechanisms, which must be implemented by governance airline companies, to prevent risks and violations of consumer rights. It is worth highlighting that the Consumer Protection Code is a rule of public order and social interest, governed by the values and duties of the Federal Constitution of 1988, article 5, item XXXII, which established consumer protection as a right and with fundamental guarantees protected by the State, and article 170, item V, which consolidated consumer protection as one of the principles of the economic order, as a way of curbing abusive commercial practices and the abuse of economic rights, respecting the principles of human dignity, vulnerability consumer protection and contractual good faith, among others, with the purpose of promoting free competition and harmonizing consumer relations.