The complaint portal received 4654 complaints Related to tourism between January 1 and September 21 this year, a growth of around 17% over the same period of 2024, when 3970 complaints were registered.
Most complaints arrest with travel reserve sites (48%). Airlines (20%) and accommodation sites (12%) also stand out in the volume of complaints.
In the ranking, follow the travel, products and services marketplaces (5.74%), travel agencies (4.23%), hotels (2.86%), hotels – hotel chains (1.89%), airports (1.80%), guides and tourist tours (1.03%), bags and baggage (0.97%) and rural tourism (0.71%) and holiday clubs (0.11%).
According to the complaint portal, The main reasons for complaints against the sector are related to problems with payments (47.14% of complaints). Consumers highlight situations of ineffectiveness with payments/transactions, missing or wrong price, refusal refusal, price increase, payment problems, poor reimbursement and improper collection.
The breach of contractual and security and security conditions is at the source of 15% of complaints. Infounds of legal duties, regulation, safety conditions and hygiene rules are failures pointed out by consumers.
The poor quality of service or facilities is responsible for 13% of complaints. Following are the problems with reservation (9.18%) and customer service and communication failures (8.04%).