Jeju Air Improves User Damage and Delay Rate Indicators

[Asia Economy Reporter Choi Dae-yeol] Jeju Air announced on the 25th that, according to last year's air traffic service report recently released by the government, it had the lowest number of consumer relief claims per one million users. It also reported that service quality has improved, with the domestic flight delay rate being the second lowest.

The number of consumer relief claims per one million passengers by airline decreased from 13.2 cases in 2017 to 8.2 cases in 2018 and 7.6 cases in 2019, but increased to 22.6 cases in 2020. This was due to an increase in cases related to flight ticket cancellations and refund penalties caused by COVID-19. Last year, it was 1.5 cases, the lowest among the eight domestic airlines. The company analyzed that the improvement in indicators was due to focusing on enhancing the capabilities of the customer center and implementing customer-friendly policies.

Among 63,188 domestic flights last year, there were 3,809 delays, resulting in a delay rate of 6.0%. This was the second lowest among the eight national airlines excluding newly established low-cost carriers (LCCs). After recording 15.8% in 2018, the rate has steadily decreased and improved compared to the pre-COVID-19 period last year.

A Jeju Air official said, "We focused on customer convenience by introducing domestic business class seats and segmenting boarding order, among other new attempts, so that customers can embark on a more comfortable and enjoyable journey."