• Azul Tile
    Azul
    IATA/ICAO Code:
    AD/AZU
    Airline Type:
    Low-Cost Carrier
    Hub(s):
    Belo Horizonte International Airport, Sao Paulo Viracopos International Airport, Recife/Guararapes International Airport
    Year Founded:
    2008
    CEO:
    John Rodgerson
    Country:
    Brazil
    Region:
    South America

Azul Linhas Aéreas Brasileiras received the highest customer satisfaction rate of any airline operating in Brazil, including international airlines, during the first trimester of 2022.

Azul stays on top

According to Consumidor.gov.br, Azul has the highest customer satisfaction rate, the lowest number of complaints, and highest number of resolved complaints, of any airline operating in Brasil. Consumidor.gov.br, is a Brazilian government website for customers to file complaints against companies in hopes their problems will be resolved. The information on the website is open to the public and any person can access a company's ratings and number of solved 'cases' or 'tickets'.

In a post shared on Azul's private Instagram for media, data shows that for every 100,000 passengers, Azul only had 91.6 complaints, compared to GOL Linhas Aéreas and LATAM which had 139.8 complaints and 143,8 complaints, respectively. Each company also had a rating of the percentage of complaints which were resolved, with Azul beating out the competition once again. Of Azul's total complaints, 92.1% were resolved with the customers, a rate almost 20% higher than the next airline.

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Photo: Azul

The photo above shows that not only did Azul have a higher resolution rating than LATAM and GOL, but it also scored higher than the six international airlines which transported the most passengers to/from Brazil during the first trimester of the year. The order is as follows:

1. Azul - 92.1%

2. United Airlines - 78.8%

3. Copa Airlines - 77.9%

4. LATAM - 75.8%

5. GOL - 75.5%

6. American Airlines - 68.1%

7. Aerolíneas Argentinas - 64.9%

8. Airfrance - 60.7%

9. TAP - 59.0%

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Azul had the highest customer satisfaction rating of any airline operating in Brasil. Photo: Azul

Due to Azul having the lowest number of complaints and highest resolution rate, it also had the highest customer satisfaction rate between all Brazilian airlines and the six international airlines mentioned above. On a scale of 1-5, Azul received a score of 4.2, over one whole point higher than the next placed domestic airline (GOL) and first place international airline (United). Jason Ward, Vice President of People and Customers, said,

"We are very happy and content with the published results, especially during a time in which the domestic market is returning to pre-pandemic levels. Additionally, the fact that we also beat international carriers, attests that Brazilian aviation is not lagging behind the international market and that the high level of customer service provided to our clients, which is one of our company's main pillars, is reflected in the numbers published."

Recent Azul news

Earlier today, Azul and Airbus hosted an event at Azul's MRO Hangar at the Aeroporto Internacional de Viracopos (VCP) to welcome the Airbus Beluga aircraft to Latin America for the very first time. The aircraft transported parts of an Airbus helicopter, which will be assembled at Azul's hangar. In addition to the event held for Azul and Airbus executives and the press, the airport hosted its own event for plane spotters. Labeled Spotter Day, the Viracopos Airport team welcomed 180 spotters from all over Brazil to register the iconic moment of the Beluga's first trip to Brazil.

I wrote a review of one of my many Azul flights this year, and you can read it here.

Have you ever flown on Azul? How was your experience? Let us know in the comments below.