LATAM started 2024 as the least complained about airline in Brazil and with the shortest passenger response time. This is what Consumidor.gov.br’s indicators point to for the first quarter of the year. According to the platform, the company registered 0,65 complaints for every 1 passengers transported, a rate 11% lower than that of the second-placed company. LATAM's response time to passengers was 2,89 days, an average of 68% faster than second place.
LATAM's achievements in Brazil reflect its strategic investments in products, services and technologies for more efficient customer service and empowering its employees to resolve problems at the first contact. And the improvement was achieved at a time of increasing high demand for air transport. In the first quarter of 2024, LATAM transported 8,5 million passengers on domestic flights in Brazil, a volume 10% higher than that recorded in the same period of 2023.
Second Estela Espinoza, global director of Customer Care at the LATAM Airlines group, the advancement reflects a service culture focused on resolving demands at the first contact. “By keeping this purpose clear and defined, we promote a culture of continuous improvement within our team. This is reflected not only in the ability to identify and forward customer requests to the appropriate areas, but also in strengthening the empowerment of teams, enabling them to make assertive decisions and resolve issues autonomously”, Explica.
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Street: LATAM Brazil
