Consumidor.gov.br report: Brazilian airlines show better performance in the 2nd quarter indicators

The National Civil Aviation Agency (ANAC) made available this on October 21 the Consumer.gov.br Monitoring Bulletin - Air Transport (available only in Portuguese), with data from passenger complaints in the 2nd quarter of this year. The document presents the solution and satisfaction rates, the average response time of the companies, and also the main points of complaint from passengers about airline services, among other indicators. The data presented is compared with the same period in 2020.

In the report, the three Brazilian airlines that transported the most passengers in the period (Azul, Gol, and Latam) had a better performance, with an increase of 22.37% in the solution index and 33.07% in the satisfaction index, compared to the data from the 2nd quarter of 2020. The rate of complaints per group of 100 thousand passengers showed a reduction of 74.26%. Only the average response time did not improve, and, in the period, the increase was 45.82%.

In the second quarter of 2021, 11,097,510 paid passengers were transported in the Brazilian air market – 458.8% more than in the same period of the previous year. Among the Brazilian airlines, Azul had the lowest number of complaints (63.2), besides having the highest rates of solution (91.9%) and satisfaction (4.2).

In relation to the average response time of all Brazilian companies on the platform, on a scale that can go from 0 to 15, the average was 3.8. For the major Brazilian airlines, this indicator was 3.77 days. Among them, Gol stood out with the shortest average response time, around 1.9 days.

Foreign companies

Among the foreign companies that carried the most passengers in the period – Aeromexico, American Airlines, Copa Airlines, Qatar Airways, TAP Air Portugal and United Airlines –, the data were also positive, with a reduction in the complaint index of 86.07% and an increase in resoluteness of 6.89%, and satisfaction of 11.10%. On the other hand, in the same period, the average response time increased by 6.83%, with an average of 8.67 days.

Air transport and Consumidor.gov.br

ANAC was the first federal regulatory agency to join the platform and, since 2019, has used it as its official channel for registering passenger complaints. All regular passenger transport companies are present on Consumidor.gov.br. The data obtained and published through periodic bulletins are used by ANAC to identify the main factors complained about by passengers. From these diagnoses, the Agency has worked to build quick and effective solutions for society when a problem affecting the collectivity is identified.

ANAC develops continuous actions of education for consumption, enlightening passengers about their rights and duties. Learn more about it at https://www.gov.br/anac/en/topics/passengers .

If a problem occurs related to the air transport contract, passengers are advised to firstly seek the electronic, telephone or face-to-face service channels of the airline company in order to solve it. If passengers are not satisfied with the service or solution presented by the airline through its own channels, it is recommended that they register a complaint on the Consumidor.gov.br platform.

ANAC Communications Office