The National Consumer Service (Sernac) received 58,287 complaints from consumers in air transport between January 2022 and December 2023.
Although the number of complaints received during 2023 (27,686) decreased by 10%, compared to 2022 (30,601), a significant increase (77%) was detected in the category of “flight cancellation or delay”, in all the airlines.
So much so, that it became the most complained regarding reason during 2023 compared to 2022 (4,356 versus 7,694 complaints) while the “contract formalities” category, which groups together complaints such as non-refund of money for tickets or transportation fees, shipment, fell 36% compared to 2022 (10,264 versus 6,604).
For its part, the item loss, misplacement or damage to luggage was ranked third among the most complained regarding reasons in 2023, increasing 12% compared to the previous period (1,808 vs 2,057).
Most popular airlines
The more than 58 thousand complaints received targeted 49 companies, in which the three with the largest market share stand out: Latam, which led the ranking with 20,710 complaints (36%), followed by Jetsmart, with 16,899 (29%) and Sky Airlines, with 12,367 (21%).
Jetsmart was the most requested during the year 2023, so much so that it had an increase of 66% compared to 2022 (6,344 versus 10,555). The opposite happened with Latam and Sky Airlines, which had a drop of 34% (12,474 versus 8,236 complaints) and 21% (5,458 versus 6,909 complaints), respectively.
Regarding the response to consumer complaints, the analysis highlighted that 60% are accepted and 38.6% are rejected by the airlines.
Ñuble
The Sernac of the Ñuble region received 428 complaints between the years 2022 and 2023 corresponding to air transport. The list was led by Jetsmart with 166 complaints (38.79%), followed by Latam with 153 (35.75%) and Sky Airlines with 60 (14.02%).
If we compare the behavior of each of the airlines in the periods analyzed, we note that Jetsmart was the most claimed during the year 2023, so much so that it had an increase of 76.67% compared to 2022, (106) versus (60). The opposite happened with Latam and Sky Airlines, which had a drop of 68.60% (67 versus 86 complaints) and 18.18% (27 versus 33 complaints), respectively.
Regarding the response to consumer complaints, the analysis highlighted that 60.80% are accepted and 37.20% are rejected by the airlines.
Finally, among the reasons most complained regarding by consumers in the region in the years 2022 and 2023 accumulated, are “Contract formalities” with 116 cases; followed by “flight cancellation or delay”, with 101; and finally “lost, misplaced or damaged luggage” with 38.
Sernac will serve airlines
Sernac will inform the LATAM airlines, Sky Airlines and Jetsmart, with the aim of beginning an investigation due to the significant increase in complaints due to cancellations and/or suspensions, delays in flight departures, non-compliance with flight schedules or rescheduling, among other matters.
Once the investigation has been carried out, the Service will take the necessary measures to protect the rights of consumers.
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