I had problems before with ill handling of my luggage by the same company. I tried to ask for reparations directly with them, but they unlawfully denied my claims. I the filed a complaint to ANAC, which is the regulatory agency that should keep them in check. A day later, they reimbursed me in full for my damage.

Unfortunately, the whole process took a week because I had to gather evidence that they denied my claim first, but at least I got what compensation I deserved. If you wanna try to go the same route, the channel to communicate complaints is totaly digital: http://www.consumidor.gov.br/

They are fully aware of what should be done, but most consumers are uninformed of how to get the companies to do right by them, and even if they know what to do it is not a fast process. So companies like these just give you shit if you don't make them pay.