2024-02-17 16:57:46
The reason that brings together the largest number of complaints corresponds to the cancellation or delay of the flight.
The National Consumer Service (SERNAC), through a statement, announced the number of complaints that you have received related to air transport in our country between the years 2022 y 2023after which he assured that he will serve three Chilean airlines.
The institution reported that it received more than 58.287 claims by the consumers of the air Transport in between January of 2022 and December 2023.
Although last year the number of people who complained to Sernac was 27.686, decreased by 10% comparing it with the 2022 which were a total of 30.601.
On the other hand, they detected a significant increase of claims in the category of flight cancellation or delay in a 77% on all airlines.
So much so that became the most popular reason during 2023 compared to the previous year, being 4,356 versus 7,694 complaints.
Likewise, the category of contract formalities, which groups claims such as no refund of money for tickets or of the boarding fees, down 36% compared to 2022, being a total of 10.264 complaints against 6.604.
What are the airlines with the most complaints?
The most of 58,000 complaints received they went towards 49 companiesin which the three with the largest market share stand out: LATAMleading the ranking with 20,710 complaintsequivalent to 36%, followed by Jet smartcon 16.899 equivalent to 29% and Sky Airlinescon 12.367equivalent to 21%.
“If we compare the behavior of each of the airlines in the periods analyzed, we notice that Jetsmart was the most requested during the year 2023“, they explained from Sernac.
Regarding the responses to these claims, the analysis highlighted that a 60% are welcomed by companies and a 38.6% are rejected by the airlines.
In this way, Sernac will officiate with the airlines LATAM, Sky Airlines and Jetsmartwith the objective of start an investigation due to the significant increase in claims due to cancellations and/or suspensions, delays in flight departures, non-compliance with flight schedules or rescheduling, among other issues.