Source: InfoMoney. Brazil Agency. Anac Bulletin.

Changing flights by the company is the most common complaint; see all

Airlines operating in Brazil received 82.5 complaints for every 100,000 passengers in the 4th quarter of 2023, which represents an increase of 9.8% compared to the same period of the previous year. In the last three months of last year, 23,828 complaints were registered through the Consumidor.gov.br portal (https://consumidor.gov.br/pages/principal/?1706727368053) and 28.9 million paid passengers were transported.

The data is contained in the Consumer.gov.br Monitoring Bulletin – Air Transport, published by the National Civil Aviation Agency (Anac).

The national company that received the highest number of complaints was Gol, with 88.7 complaints per 100 thousand passengers. Latam appears next, with 77.2 complaints and Azul registered 75.3 complaints per 100 thousand passengers.

Among foreign companies, TAP had the highest number of complaints, with 175.1 for every 100 thousand passengers. Next are Copa Airlines (80.9), Air France (76.2), American Airlines (72.8), Aerolineas Argentinas (66.5) and United Airlines (46.3).

Regarding performance in handling complaints, companies presented a solution rate of 86.1% in the quarter (7% above the 4th quarter of 2022). The average satisfaction score with the companies’ service was 3.5, on a scale of 1 to 5, equal to the average score recorded in the same period in 2022. The average response time to complaints was six days (33.3% above in the same comparison).

Azul had the best complaint resolution rate (91.3%) and the highest consumer satisfaction rating in relation to the service received (4 on a scale of 1 to 5). Latam was the company that had the shortest average response time (4.7 days). Gol’s solution rate was 86.6% and Latam’s was 85.9%.

The topics most complained about by consumers in the quarter concern:

change of flight by the airline (26.3%)
change by passenger (15%)
refund (14.9%)
offer and purchase (13.8%)
flight execution (13.1%)
transport and luggage (10.6%)
and use of optional items (2.5%)

Service

If they experience any problems during the provision of the air transport service, Anac’s guidance is that passengers first contact the airline’s customer service channels. If the problem is not resolved, passengers must register a complaint on the Consumidor.gov.br portal, where the complained companies must respond within 10 days.

ANAC’s service channels, via telephone or WhatsApp, are intended for providing information, and cannot receive complaints of this nature.

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