Covid-19 related travel complaints boom

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09-10-2020 01:00:00 · 0 Comments

Analysis carried out by Portal da Queixa has confirmed that the constraints resulting from the Covid-19 pandemic were reflected in a rise in consumer complaints addressed to the Tourism sector.

Between June and September – the main reason for complaints was the request for reimbursement (1,167 complaints), an increase of 342% over the same period in 2019, where only 264 complaints were registered for the same reason.

Between 1 June and 28 September, 2020, a total of 2,457 complaints were registered in the Portal of the Complaint in the Hotels, Travel and Tourism category. The analysis carried out on the subcategories revealed that 1,189 complaints are directed to Travel Booking Agencies and Sites, 888 complaints (36%) are related to airlines and 380 complaints are related to stays. Compared to the same period last year, there has been a 64% increase in the number of complaints

With regard to airlines, the main reasons for complaints are requests for reimbursement and delays. Among the three companies with the highest volume of complaints are TAP (318), Ryanair (278) and Easyjet (111).

“When analyzing the Tourism sector, it was clear that there had been an impact of the pandemic on its normal functioning. Most complaints are related to constraints, a consequence of Covid-19. Most complaints refer to requests for reimbursement, either because the consumer requested the cancellation of the flight / reservation, or because the hotel / airline was forced to cancel the service”, explains the analysis team at Portal da Queixa.




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