Of these, 92,000 inquiries are related to canceled flights, which represents 30% of the total. Another 20% corresponds to inquiries about package tours, those that include the joint contracting of transport, accommodation, vehicle rental or other services. These two categories account for half of the entries registered on the portal.
On the other hand, the cancellations of shows have accounted for 11.3% of the visits, the services of the successive tract add up to almost 10% and the online purchases, 5.65%. With less weight, the rest of the queries correspond to insurance, cancellations of trains, ships or other land transport, as well as accommodation.
The ministry launched the website to assist affected consumers and users during the state of alarm on June 4, coinciding with the reactivation of administrative procedures. During this time, citizens have had 14 calendar days to resolve contracts that had not been able to be executed since March 14.
However, the ministry recalls that the website is still operational for the rest of the queries. Through a question system based on hundreds of assumptions, the user can obtain all the necessary information about the rights that they are entitled to, as well as know how and to which instances to present their claims in each case.
In case of encountering any violation, the user of the portal can obtain information in a clear and simple way on how to file claims in the purchase-sale and contracting of goods and services processes.
In coordination with the Autonomous Communities and the state institutions with powers to process claims, this provides information on procedures to resolve conflicts between consumers and companies. In all cases where it is possible, Consumption promotes the search for agreements between the two parties.
