Tourism complaints increase


“Among the main reasons for dissatisfaction are undue charges, problems with refunds, flight delays and poor service. TAP, Ryanair, easyJet and Booking are the brands most complained about”.

According to the data, this year, Portuguese consumers have already registered 1,140 complaints against the sector on the Portal da Queixa, compared to 878 in the same period last year.

“Among the subcategories of the sector with the highest volume of complaints received are Travel Booking Sites (49%); Airlines (18.9%); Marketplaces – Travel, Products and Services (8.6%); Travel Agencies (7.4%); Accommodation Reservation Sites (7.4%) and Hotels – Hotel Chains, accounting for a 2.2% share of the total complaints recorded this year”, you can read.

The five main reasons for complaints presented by consumers are related to undue billing, responsible for 33.6% of complaints received. Difficulties with reimbursement account for 16.3% of complaints and problems with the quality of accommodation/service: 6.7%.

Problems with cancelling reservations accounted for 6.5% and constraints in customer support accounted for 5.6% of incidents.



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