Airlines and travel booking sites lead the way in complaints driven by problems with refunds and cancellations, flight delays and poor service.

Airlines and travel booking websites generated 67% of all consumer complaints directed at the tourism sector in the first quarter of this year, which when compared to the same period in 2019, saw an increase of 47%.

Among the main reasons for complaints, according to the Portal da Queixa, are problems with refunds and cancellations, flight delays and poor service. eDreams, TAP and Ryanair are the brands with the most complaints.

According to the data collected, in the first quarter of 2023, Portuguese consumers registered 1,003 complaints on the Portal da Queixa, and in 2019, the number was only 672.

Among the subcategories of the sector with the highest volume of complaints received are airlines (37%); travel booking sites (30%); accommodation booking sites (9%), travel agencies (6%); and airports (3%).

The main reasons for complaints given by consumers are related to refunds/cancellations, generating 39% of the complaints received. Flight delays account for 22% of complaints and poor customer service absorbs 20%. Problems with luggage occupy a slice of 15%.

In the Top 5 of the sector entities with the highest number of complaints in the period under analysis, eDreams is at the top of the table with 230 complaints; TAP follows with 173 complaints; Ryanair with 68; Easyjet totalling 49 and Booking with 45.

With regard to the best satisfaction index, the analysed data point to STP Airways, Destinia, Traventia and Dellasol, in the respective categories.