Azul Linhas aéreas Is a Brazilian Airline Renowned for Its Quality Customer Service

November 10th, 2022
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Azul Linhas aéreas Is a Brazilian Airline Renowned for Its Quality Customer Service

For the second quarter of 2022, AZUL has reported a low amount of complaints per passenger flown.

National Civil Aviation Agency Survey

In its recent report, the National Civil Aviation Agency (ANAC) awarded Azul with commendations and leading results for its excellence in problem-solving and customer satisfaction. The ANAC survey found that for the second quarter of 2022, only 45.8 complaints were filed per 100,000 passengers. The airline dealt with the lowest rates of complaints with the best complaints solution rate of 91.7%. The % that customers were satisfied with the service was also at 4.2 out of 5.

Comparing the competition

Gol Linhas Aeroes (GOL) was the quickest of the Brazilian airlines to respond to customer service inquiries and complaints, with a time of 2.2 days.

At 68.7, United Airlines has the lowest complaint rate per 100,000 passengers. Copa Airlines takes the number one spot for best problem-solving (at 71.9%) while American Airlines records the highest customer satisfaction rate at 2.8 out of 5 and lowest average response time at 4.2 days. Recently Azul has been recognized by ANAC for their superior customer service, which is not surprising since they have proven results.

Continued growth for Azul

The airline has a goal of expanding by 30% this year, with the potential addition of new slots at Brazil’s busiest airport, Congonhas.

With a focus on domestic growth, Azul hopes to increase its destinations from 154 to 200 by the end of next year. The plan is to target destinations in the North, Northeast, and Central-West regions, with an emphasis on the South American country.

Azul Airlines has established a partnership with JetBlue Airways. With this new agreement, Azul can now offer passengers the opportunity to then fly seamlessly on JetBlue services at Fort Lauderdale Airport (FLL). With access to destinations throughout Latin America and the Caribbean, such as Mexico or Aruba, travelers will soon be able to take advantage of this once in a lifetime offer.

Azul’s operations from Brazil

Azul Airlines currently offers two daily flights, on a mix of A330-200 and A330-900 aircraft, from Sao Paulo Viracopos (VCP) to Fort Lauderdale. Records show that for 2022, between January and 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 with a mix of A330-200s, A330-900s, and soon on Airbus A350-900 aircraft. Continuing with the airline’s ambitious growth plan, in December it will add 3 flights weekly from Manaus (MAO), 4 flights weekly from Belém (BEL), and 1 flight every Saturday from Rio de Janeiro Galeo International Airport (GIG). The flights will operate via Fort Lauderdale on practical Airbus 320neo aircraft with capacity for 174 passengers.