Increase in tourism-related complaints by 21%
In the first half of 2024, complaints in the travel sector experienced a significant surge, with over 3,500 complaints filed - a 21% increase compared to the same period in 2023. The primary culprits behind this rise are issues with booking websites and airlines, as well as unfair and unauthorized charges, and communication failures [1].
Unfair charges, including unauthorized charges, non-refunds, payment issues, price increases, and incorrect pricing, account for 57.24% of the complaints [1]. This finding is supported by Pedro Lourenço, founder of Portal da Queixa, who argues that such practices are jeopardizing the sector's trust and reputation [3].
Communication and information failures are the second most common reason for consumer complaints, accounting for 9.91% of the total [1]. This issue is particularly concerning for Pedro Lourenço, who suggests that increasing consumers' digital literacy is necessary to address issues with online booking platforms [3].
The segments with the most complaints in the Hotels, Travel, and Tourism sector are Travel Booking Websites (50.04%) and Airlines (19.70%) [1]. Accommodation Booking Websites follow closely behind, accounting for 11.40% of the complaints [1]. Other sectors, such as Travel Agencies, Hotels, and Airports, also contribute to the high number of complaints [1].
In terms of geographical distribution, the cities of Lisbon (33.53%) and Porto (16.79%) account for the majority of complaints in the tourism sector [1]. However, specific data regarding other locations were not provided in the sources.
Additional context includes a rise in travel insurance complaints by 6% in Q1 2025, which may relate to overall sector dissatisfaction [2]. Moreover, scam activities, particularly vacation rental and timeshare resale scams, are on the rise, contributing to consumer grievances [4].
In conclusion, the increase in travel sector complaints in early 2024 is primarily due to issues with booking websites and airlines, unfair and unauthorized charges, and communication failures. To address these issues, efforts should be made to improve customer support, resolve issues promptly, and increase digital literacy among consumers.
The rise in travel sector complaints can negatively impact airport operations, as unhappy travelers may associate their poor experiences with the entire lifestyle of traveling. More travelers could avoid using certain booking websites and airlines, affecting their business and revenue.
Increased digital literacy is crucial for consumers when navigating travel booking websites and dealing with the complexities of traveling, such as understanding airport protocols and sharing traveler feedback online to improve industry standards.
