For the second quarter of 2022, the Brazilian airline Azul Linhas Aéreas Brasileiras (AZUL) has reported the lowest amount of complaints per passenger flown.
Photo: Lukas Souza | Simple Flying
National Civil Aviation Agency Survey
In a report from National Civil Aviation Agency (ANAC), Azul’s performance outshined its competitors with commendations and leading results for its problem-solving and customer satisfaction.
In the recent survey released by ANAC, for the second quarter of 2022, only 45.8 complaints were registered per 100,000 passengers.
The airline in addition to record low complaints, had the highest complaint solution rate of 91.7% and the highest rate of customer satisfaction for service, at 4.2 out of 5. Jason Ward, Vice President of People and Customers at Azul commented:
”It is gratifying to see that our effort to provide the best travel experience for our Customers is being recognized by those who matter most to us from Azul”
Comparing the competition
Compared with other Brazilian airlines, Gol Linhas Aereas (GOL) responded to complaints and queries in the shortest timeframe at 2.2 days.
Looking at foreign airlines operating in Brazil, United Airlines had the lowest complaint rate per 100,000 passengers at 68.7. The best problem-solving was with Copa Airlines (at 71.9%. American Airlines recorded the highest satisfaction rate of 2.8 out of 5 and the lowest average response time at 4.2 days.
This isn’t the first time Azul has been recognized for its superior customer service, earlier being reported for similar results by ANAC.
Continued growth for Azul
The airline continues its ambitious growth strategy and plans to grow by 30% in the year, with plans to add new slots at one of Brazil’s busiest airports, São Paulo’s Congonhas (CGH).
In a shift, Azul is focussing on growth in the domestic offering, and in 2023 looks to increase its destinations from 154 to 200 by the end of next year, targeting destinations in the North, Northeast, and Central-West regions and continuing to be the largest airline by cities served within the South American country.
Azul has also strengthened its partnership begun an interline agreement with JetBlue. With this, Azul can now offer passengers who are departing from ports throughout Brazil, the opportunity to then connect seamlessly with flights through Fort Lauderdale Airport (FLL) on JetBlue services. With this unique offering, passengers will soon be able to fly and connect seamlessly to destinations throughout Latin America and the Caribbean, such as Mexico, Dominican Republic, and Aruba.
Azul’s operations from Brazil
Azul currently offers two daily flights from São Paulo Viracopos (VCP) bound for Fort Lauderdale on a mix of A330-200 and A330-900 aircraft. Records show that for 2022 from January to August, over 119,451 passengers flew between Viracopos and Fort Lauderdale with the airline. In addition, the airline also operates from Viracopos direct to Orlando daily, boosting to double daily from December. This flight is offered by a mix of A330-200, A330-900, and soon on Airbus A350-900 aircraft.
Continuing with the airline’s ambitious growth plan, in December, it will add a direct connection from Manaus (MAO) 3 flights weekly, and Belém (BEL) 4 flights weekly, direct to Fort Lauderdale operated by the practical A320neo aircraft with capacity for 174 passengers.
Sources: National Civil Aviation Agency (ANAC), Aviacionline, Reuters