Over 8,700 transport complaints in first six months of 2019

By TPN/Lusa, in News · 05-01-2020 12:00:00 · 0 Comments

Portugal’s Mobility and Transport Authority (AMT) received, in the first six months of the year, more than 8,700 complaints about operators and service providers in the sector, the regulator said.

In a statement, AMT said that it is publishing its "Report on Complaints in the Mobility and Transport Ecosystem - 1st half of 2019", and according to the conclusions of this work, in the period under review, 8,713 complaints were registered and dealt with by the entity, of which 7,666 concern complaints registered in the complaints book of the various operators and service providers in the mobility and transport sector, with the remaining 1,047 from other sources.

According to AMT, the first half of 2019 was marked by around 48 complaints per day, while in the second half of 2018, around 57 complaints per day were registered, which means a decrease of about 16%, the note said.

However, in year-on-year terms, complaints increased by 2.9%, revealed the regulator.

The body noted that 68% of all complaints were related to faulty compliance or non-compliance of those concerned with their contractual obligations, prices, payments or ticket offices and the quality of service.

In the first half of this year, AMT had access to information regarding complaints received outside the complaints book, directly by passenger transport operators, also accounting for a total of around 23,926 complaints, a reduction of 33% compared to the previous half.

"The road and rail sectors account for around 90% of total complaints, with a relative weight in the order of 54% and 36% respectively, AMT said in the report presented on Monday.

"This dominant position results from the fact that they are the main sectors to which operators, users and consumers resort to ensure their mobility within the national territory," the body said.

In the road passenger sector, the operator with the most complaints is the National Express Network, with an increase of 12.6% over the previous semester.

In the railway area, CP received the most complaints, with a decrease in the number of complaints registered at AMT compared to the second semester of 2018, i.e. 1,194 fewer complaints were filed, which corresponds to a decrease in the order of 41.3%, according to the report.

According to AMT, in the same period, Metropolitano de Lisboa registered 986 complaints, i.e. 84.6% of the total registered in this sub-sector, which represents an increase of 3.5% compared to the previous semester.


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