Aeroméxico, the airline with the most complaints in 2021 before Profeco

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Aeromexico presented 1,367 complaints, although in 90% of the cases it reconciled with those affected. Interjet, which did not operate for a year, ranked second with 753 complaints. 

MEXICO, (December 24, 2021).- The complaints against the airlines have not stopped, although the levels of flights in Mexico continue to still below the numbers presented before the coronavirus pandemic. As of December 21, Aeroméxico is the airline with the most complaints registered with the Federal Consumer Protection Agency (Profeco) with 1,367 complaints representing 36.4 percent of the total, according to data requested by El Financiero from said agency.

So far this year, 3,749 travelers have filed complaints against national and international airlines.

Although the ‘Caballero Águila’ occupies the third place among Mexican airlines in terms of the number of passengers transported, it is the one that has registered the most dissatisfied customers during the year. However, the airline run by Andrés Conesa has a reconciliation percentage higher than the average for airlines, with 90 percent.

According to a request for information made by Tec-Check, a civil association of digital consumers, at the end of August this year, among all the companies in the country, Aeroméxico was the second with the highest number of dissatisfied customers who filed a complaint before Profeco, only below the Federal Electricity Commission (CFE), which occupies the first place.

Interjet is the second airline with the most complaints this year, despite the fact that it has not made flights this year and has not operated for more than twelve months. However, the striking airline continues to accumulate procedures against it and, during 2021, it has registered 753 complaints for various reasons, among them, the non-return of the tickets it charged but did not pay its customers.

In addition to the complaints filed with Profeco, the Tec-Check platform, which seeks to guarantee the rights of digital consumers, has promoted the organization of collective complaints against the airline owned by Alejandro del Valle.

In a recent meeting with the media, the CEO of Interjet, Luis Bertrand Rubio, indicated that there are between 9,000 and 12,000 passenger tickets that are pending to be reimbursed.

Maximilian Murck, general director of Tec-Check Organización de Consumidores en Línea AC, points out that in the case of Interjet, thousands of passengers were left defenseless, despite the fact that the authorities knew of the airline’s irregularities.

“All affected passengers paid the TUA at the time, a fee that can add up to 40 percent of the value of the ticket. Until today we do not know where the millions of pesos from the TUA were left, “Murk told El Financiero.

Viva Aerobus had 720 complaints as of December 21, while Volaris registered 427, Aeromar 71, the Spanish Iberia 62, Copa Airlines 53, Avianca 47, while TAR and American Airlines had 35 and 24 complaints against them respectively.

Profeco said that the main reasons for the complaints were the refusal of the airlines to make refunds to passengers, with 922, while the cancellation of flights registered 812 complaints.

On the other hand, the agency led by Ricardo Sheffield indicated that the average reconciliation percentage of commercial airlines is 84 percent.

Despite having the fewest complaints, American Airlines is the one that generates the least conciliation with its customers, with only 1 in 2 complaints resolved, according to Profeco data.

Meanwhile, the fines generated for non-compliance with the conciliation procedure or for not appearing at the hearings amounted to 6 million 575 thousand 822 pesos.

“Interjet has the largest amount, 5 million 168 thousand 886 pesos, followed by Viva Aerobus with 366,200 pesos, Aeroméxico with 329,700 and Aeromar with fines for 244,436 pesos,” explained Profeco.

Source: El Financiero

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