More than 12,000 air transport passengers complained about poor services in 2021

The Superintendency of Transport provided a balance of what was last year for passengers who decided to move on the country's main airlines. According to what was revealed, for 2021, 31,920,029 passengers were mobilized by air. Of this total figure, 12,258 presented difficulties that caused them to have to complain to the competent authorities. In different figures, 0.038% of people had to express their disagreement with the services purchased.

During 2021, then, out of every 10,000 passengers, four reported having problems with what they had agreed with the travel company of their choice. Between February and April of that same year, according to the Superintendency, passengers complained the most. The airlines that carried the most passengers, taking into account the figures, were Avianca, with 31.9% of the total; Latam, 20.3%; Fast Colombia, 17.4%; Wingo, 4.8%; and Easyfly, 4.7%. Wingo, Viva and Avianca were the companies that ranked above the annual average for filing complaints and complaints in the sector. Latam and Easyfly were below.

The control and surveillance body stated that “since 2019 and with a cut-off to February 21, 2022, the Delegation for the Protection of Users has received 39,787 PQRD, of which 68.98% correspond to the air sector, 30.94% to the land sector and 0.08% are related to means of water transport”.

The Superintendency of Transport, in its study, highlighted that the main causes of complaints from passengers were due to changes in itinerary, as well as the filing of comments fell on requests for reimbursement and flight losses. These types of allegations represent 80% of the total reasons. With regard to land transport, the reasons for complaint lie in irregularities in the transport of goods, specifically due to impairments in delivery or delivery. These types of complaints account for 26.7% of the total.

“We chose World Consumer Rights Day to present this valuable document, considering that it is an excellent thermometer for measuring the size of service delivery versus the situations our users are claiming for, and since air mode represents the largest number of complaints to our Entity”, said Transport Superintendent Wilmer Arley Salazar.

“We want to demonstrate that it is with facts and teams that we must join efforts in order to offer institutional presence and offer for the welfare of the sector and its stakeholders, just as we have been working for three years to protect users' rights and disseminate their duties,” added Salazar.

In the “PQRD Vs Passenger Movement Bulletin”, in which this situation was exposed, it was explained that for 3 years several measures have been taken to mitigate complaints from citizens, this, with the provision of better service by airlines. This, in the same way, aims to improve the relationship between passengers and air transport companies.

“55 prevention and promotion programs have been developed, including 27 guide documents, primers, newsletters and recommendations, which have been constructed in clear language, carrying out exercises with citizens for this purpose, such as the Simplicity Laboratories; more than 9 educational spaces have also been promoted, through the creation of e-learning courses, nurseries with universities, schools for citizen participation or workshop on consumer leagues”, it reads.

The Superintendency of Transport, by way of conclusion, invited all air transport users to comply with their rights and to report to the authorities any disagreements or irregularities with the services they purchase.

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