The number of reports to the Swedish National Complaints Board (ARN) is at a record level.
By mid-December, it was already 14 percent more than during the whole of last year.
Airlines such as SAS and Norwegian are among the companies with the most reports.
TT has received figures from ARN regarding cases up to December 16. Even though the year is not over, it is clear that 2019 will go down in history as the year with the most reports ever.
This in turn means that an upward trend is continuing and, for example, compared to 2016, there has been almost a doubling (48 percent).
ARN's chairman and CEO Marcus Isgren sees a clear explanation:
”"Awareness of the Complaints Board has become greater because companies are now required by law to inform consumers that we exist in cases where there is no agreement."”
Broken down by department, there are a few that stand out, mainly travel where the number of registrations has increased by 26 percent compared to last year.
This spring's flight strike with SAS has contributed with 907 cases, however, competitor Norwegian is even worse with a total of 1,455 reports to ARN.
”"Compensation for air travel is the area that has increased by far the most. Partly because of the SAS strike, and partly because it has become more well-known among travelers that if a flight is canceled, you may be entitled to quite high compensation."”
Among other departments, there is also a clear increase in housing cases, where Marcus Isgren believes that part of the explanation is the economic situation with the low interest rate environment as a contributing factor.
”"The economy has still been good and many have had the opportunity to renovate their homes. The more purchases, the more conflicts. It's somewhat related."”
ARN's decisions are recommendations and therefore not binding. However, almost four out of five (78 percent) were followed during the first half of 2019. During the year, the agency received budget supplements and also underwent efficiency work to meet the increase in recent years. However, there are question marks for the coming years.
”"We need to maintain this addition for a while and we have not received any guarantees in that regard. If we don't get that, the efficiency improvements won't help either and then we will have to wait longer," says Marcus Isgren.
Source: TT
