Airlines and tourism and leisure companies accounted for 28% of FACUA's complaints

FACUA-Consumers in Action received 106,097 queries and complaints in 2020, a record number due to irregularities committed during the pandemic. The refusal to refund the cost of services that users have not been able to enjoy because of the SARS-COV-2 pandemic led to almost a third of the complaints, 27.8%, being made against airlines and companies in the tourism and leisure sectors.

The passivity of the corresponding administrations, which have chosen to ignore the situation and not to issue severe sanctions, has allowed many companies to avoid the legal obligation to refund the amounts paid for cancelled services or services to which consumers did not have access due to confinement, perimeter closures, quarantine or contagion. In recent months, many us