Flight delays and lost luggage in most SATA passenger complaints
The number of complaints against SATA was only 20 last year, as revealed by the Complaint Portal in data requested by the “Diário dos Açores”.
There are two more complaints compared to 2021, but a considerable decrease if we consider the 40 complaints in 2019 and 35 in 2020.
Of the complaints registered by the Complaint Portal last year, the main reasons are flight delays (12 complaints, 60%) , lost luggage (6 complaints, 30%) and others (10%).
Last year Azores Airlines had 12 complaints, while in 2021 it had only one.
TAP always in the lead in complaints
The number of complaints addressed to airlines increased by 18% this year, compared to 2021.
TAP continues to be the carrier that absorbs the most complaints, 44% of the total registered.
Ryanair (18%) and Easyjet (10%) follow.
Travel cancellations and refunds, customer service difficulties and baggage issues are the top three reasons for complaints.
TAP has been on the podium of consumer dissatisfaction for four consecutive years, since 2019.
At a time when the acceleration of the privatization of TAP is a topic of debate, an analysis by the Complaints Portal for the Airlines category indicates that, between January 1 and September 13 of this year, Portuguese consumers registered 1,317 complaints addressed to carriers. , an increase of 18% compared to the same period last year, when there were 1,118 complaints.
According to the data analyzed, TAP occupies the largest share of complaints (44%), by absorbing 578 complaints.
In second place is Ryanair (18%), receiving 239 complaints.
Easyjet occupies a 10% share, being the target of 130 complaints. Vueling follows with 65 complaints (5%) and Iberia with 46, accounting for 3% of the sector’s total.
This year, the main reasons for complaints reported by consumers are related to travel cancellation and reimbursement (44%); difficulties in customer service (27%); baggage problems (26%) and other complaints (4%).
The analysis also reveals that TAP is the airline that receives the most complaints, a position led by the company in the last four years, with the number of complaints increasing since 2019, despite the two-year pandemic (2020-2021), the variation marked up growing.
In 2019, the pre-pandemic year, the carrier received, in the same period under analysis, 395 complaints, which reflects an increase in the order of 42%, compared to 2022.
With regard to the performance of airlines in solving problems reported by consumers, the indicators analyzed allow us to conclude that this is a category with very low response and solution rates.
TAP has a Satisfaction Index rated by consumers at 15.2 points (out of 100), Ryanair scores 6.4, Easyjet scores 8.3 points, Vueling scores 5.8 and Iberia scores 18.5.
Regarding TAP, it is recalled that the Government announced its intention to proceed with the sale of more than 50% of the company later this year, with the consortium of AIr France/KLM and the German company Lufthansa as favorites in the race.
The operation could be completed in the first months of 2023.
Portal da Queixa is a global platform for communication between consumers and brands that was created in June 2009. Today, it is positioned as the largest social network for consumers in Portugal, being a national reference in terms of consumption and a reputable marketplace of brands.