The Civil Aviation Agency of Cape Verde (AAC) received 669 air travel complaints in 2022, up 149% from the previous year, and TAP is third on the list, according to data provided by Lusa this Monday.
According to the AAC regulation report, in 2022 the complaints received were mainly related to the services provided by the airlines: 625, which is 93% in total (99% with 265 complaints in 2021).
In terms of the number of complaints about the services provided by airlines, the Cape Verdean aviation service indicated that Transportes Interilhas de Cabo Verde (TICV) stands out with 53% of the total (334), followed by SmartWings with 25% (148) and TAP Portugal from 11% (66).
“Complaints regarding TACV [Transportes Aéreos de Cabo Verde] while other operators account for both 8% (48) and 5% (29 complaints), respectively,” the AAC said that last year there was an increase in complaints from airlines by 136% and airport services by 625%.
“And yet there were 14 complaints about ground handling services, after 2021 no complaints,” the same annual report continued, pointing out that in many complaints, users simultaneously complain about different services and for different reasons.
“So, in 2022, out of 625 complaints about the services provided by airlines, 991 complaints arose for various reasons,” he concluded.
Among the reasons for which complaints were most often made against airlines were related to operational issues, namely “flight delay” – 396 complaints (40% of the total), “flight cancellation” – 120 complaints (12%), a claim for reimbursement of expenses ” with 82 complaints (8%) and “providing information” – 81 complaints (8%).
Together, these four reasons account for 68% of airline complaints, according to the AAC.
Complaints related to “baggage”, “request for compensation” and “quality of service” follow, with a total of 21%.
“Other reasons gave rise to 100 complaints and together account for about 11% of the total,” also according to the same document indicating that 14 complaints about ground assistance services resulted in 26 complaints.
Also, according to the regulator, last year out of 30 complaints related to airport services, 52 complaints arose, among which 15 complaints due to “quality of service” and 13 complaints due to “security checks” stand out.
“The closure rate of complaints processes for 2022 is 53% (82% in 2021) – out of 669 complaints processes received, 354 processes were closed in the same year”, meeting on December 31, 2022 “for a full 315 processes by 2022”, – entered into the AAS.
In order to ensure the improvement of the quality of services provided to air transport users, the AAS last year continued to develop follow-up and inspection actions to implement the law establishing rules and principles that guarantee the protection of assistance to people with reduced mobility.
Consumer complaints are submitted to the AAC through the Complaint Book, via the “online” complaint form available on the Passenger Portal and linked to the Integrated Complaint Management System (SIGA), via “e-mail”, in person or by other means.
Also, according to the same report, in 2022 AAC granted permission to 23 foreign air carriers to fly to the archipelago, mainly from Europe, as well as Cabo Verde Airlines (CVA), the commercial name of Transportadora Aérea de Cabo Verde (TACV), and to the national level Bestfly .
Author: Portuguese
Source: CM Jornal
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