Complaints on the Portal Consumer.gov.br on air transport, during the first quarter of this year, almost doubled compared to the same period in 2021. Between January and March 2022, there were 43,605 complaints against 22,458 registrations last year – a growth of 94%. The data were released by the Ministry of Justice and Public Security.
According to the ministry, the most demanded problem involves delays and reimbursement difficulties, with 35,590 records in 2022. The second biggest reason for complaints is flight cancellation, with 4,592 manifestations. And in third place is the offer not fulfilled or service not provided, in the period from January to March of this year.
This year’s complaints resolution rate has been 70.88% and the response time has been, on average, 6 days. Of the 61 items evaluated by airlines, the most complained about by consumers are: the difficulty of reimbursement, the cancellation of flights and the difficulty of communication.
To reverse the negative scenario, the National Consumer Bureau issued a guideline to Procons across the country. The document calls for verification of complaints of non-compliance with clauses by companies.
Between 2020 and 2021, 101,661 complaints were registered on Consumidor.gov.br against the three airlines operating in Brazil. Of these, 38,667 referred to reimbursement difficulties, 20,430 referred to flight cancellations and another 11,708 complaints related to the ineffectiveness of the Customer Service (SAC).
The survey considers the period between 2020 and 2021. This is the first time that the federal government has released specific data on the performance of the air sector in the most critical period of the pandemic.
Senacon also recommended that airlines invest in Customer Service. The aim is to ensure that the demands are resolved by the companies, before being judicialized. Another point is the simplification of the language of texts presented to consumers on communication platforms.
The document also guides companies to make information about regulatory changes and emergency measures available in easily accessible places, including on the internet, as well as make it easier for consumers to change tickets autonomously, using digital tools.