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Travel industry receives soaring number of complaints, says Better Business Bureau

Last Updated Jun 15, 2020 at 11:14 am PDT


The travel industry is getting a lot of complaints due to COVID-19: Better Business Bureau

The bureau received 53,000 complaints between March and May 2020

Travel agencies, airlines, and vacation rentals had the most complaints

VANCOUVER (NEWS 1130) — If you’ve made an official complaint about travel plans recently, you’re probably not alone. The travel industry is taking a lot of criticism due to COVID-19, according to the Better Business Bureau (BBB).

The bureau received 53,000 complaints between March and May 2020, with travel agencies, airlines, and vacation rentals taking the top three spots.

Karla Laird, Manager for Community and Public Relations at BBB, says it is no surprise these three industries are receiving the most complaints during this period.

“They are all directly related to one another, and were significantly impacted by closed borders, and government and health regulations,” says Laird.

Nearly two-thirds of complaints are related to cancellations, especially travel-related bookings, sporting events, fitness centres, and education classes.

However, Laird adds there is a silver lining in all this. She says customers are emerging who are more intentional about how they spend their money and who gets their business.

“Making a claim and not delivering on it will not work and this will become even more important in the new normal that consumers will return to in the months ahead,” says Laird.

In the meantime, the BBB is urging consumers to check local quarantine regulations at their intended destination before booking travel and to carefully research cancellation policies prior to buying a ticket.

The BBB says it is also a good idea to buy travel insurance, but make sure to read the small print first. Bargain deals are popping up everywhere as some countries reopen, but any destination could be compromised in the coming months.