LATAM Brasil, one of the branches of the LATAM Airlines Group, has reduced the number of customer complaints by 50%. While reducing complaints, it has become the airline with the fastest response time.
Improving customer satisfaction
The Brazilian federal government has a website for consumer complaints for companies in virtually any industry. When complaints are filed on consumidor.gov.br, companies are given a deadline to respond to the client, and their response time and resolution rate are available to the public.
In a press release issued earlier this week, LATAM Brasil announced it had cut its volume of complaints by 50% and also became the airline with the fastest response time. The feat is very impressive, with the airline reducing its numbers while experiencing a 20% passenger increase over 2022, carrying 13% more passengers than its next competitor.
"These are results of a more efficient and competitive LATAM, which seeks to offer a more simplified and seamless travel experience every time. We demonstrate our commitment to the client when we resolve complaints quickly and assertively." - Rafael Walker, Director of Global Customer Care, LATAM Airlines Group
No other carrier had such a significant reduction in consumer complaints. During the first trimester of 2023, LATAM Brasil took an average of 3.5 days to solve consumer complaints. The next highest-placed airline took 5.2. The improvements in the airline's numbers result from its significant investments into technology in 2022.
On the consumer platform, passengers also increased LATAM Brasil's rating, from 2.7 to 3.7, on a scale of one to five. The airline has three significant projects to improve customer service, redesigning its contact center, digital transformation, and more autonomy at airports.
Comparing Brazilian carriers
Though LATAM boasted about reducing complaints and response time, it is the Brazilian airline with the highest number of consumer complaints in 2023. And according to data from the Brazilian government's consumer website, it does not even have the highest rating among Brazilian airlines.
The consumer website does not show the total number of complaints per airline, but as seen in the table below, it shows the number and percentage of complaints resolved, satisfaction ratings (out of five), rate of complaints replied to, and average response time.
Data shows that LATAM did have the fastest response time of the four Brazilian airlines but was still behind its competitors in other areas. Azul Linhas Aéreas, the carrier founded by David Neeleman, has the lowest number of complaints (Passaredo is taken out of this equation as it is so small), the highest resolution rate, and the highest satisfaction rating. All Boeing-737 operator GOL also had a lower number of complaints than LATAM, which may come as a surprise to many. Below is a comparison of all Brazilian airlines:
Airline |
# of complaints resolved |
% of complaints solved |
satisfaction rating (out of five) |
% of complaints replied to |
average response time |
---|---|---|---|---|---|
Azul |
6,358 |
91.2% |
4.2 |
100% |
5.4 days |
GOL |
9,858 |
80.5% |
3.5 |
100% |
5 days |
LATAM |
12,108 |
84.9% |
3.8 |
100% |
3.6 days |
Passaredo |
49 |
75.5% |
2.3 |
100% |
6.1 days |