Complaints vs airlines industry up 39% in H1 

Industry complaints are also a trend in other countries.

The Consumer Association of Singapore (CASE) reported a 39% increase in complaints against the airline industry in the first half of 2023 compared to the same period last year.

Common complaints against the sector included issues with booking systems, double bookings, and damaged or missing baggage.

CASE President Melvin Yong Yong said the increase in complaints is due to consumer travel demand. Yong added that they already told airlines to highlight important terms and conditions to customers to ensure that consumers are getting an informed choice before booking a flight.

“CASE is working closely with the industry stakeholders to ensure that disputes are addressed fairly and expediently,” said Yong.

The report also highlighted that the number of complaints linked to e-commerce transactions went up 54% to 1,703 in H1 2023.