The Superintendency of Transport of Colombia reported that, during 2024, it has received 1,052 complaints related to flight cancellations, making it the main reason for complaints by air transport users. In response, the agency, together with the Civil Aviation Authority, has increased its presence at 26 airports across the country and launched the campaign #InfórmateYVuelaSeguro, aimed at informing travelers about their rights and responsibilities.
According to the agency, 77.69% of the complaints are related to airline and travel agency operations. To address these issues, the Superintendency published the Decalogue on Delays and Cancellations in Air Transport on its website, a document designed to provide a quick reference on how to handle situations related to delays or cancellations.
The Superintendant of Transport, Ayda Lucy Ospina Arias, explained that weather conditions have been a key factor in the increase in these complaints. “In this season, during which air transport services have been affected by various weather conditions, we have received many PQRDs (Requests, Complaints, Claims, and Reports) regarding flight cancellations by airlines. Due to this, we have strengthened our presence at airports in collaboration with Aerocivil and also published a document on our website, through which travelers can learn about their rights and duties in this matter,” she commented.
For his part, Sergio París Mendoza, General Director of the Civil Aviation Authority, pointed out that “in this high season, the commitment of the aviation ecosystem is to do everything possible to ensure that each passenger reaches their destination, and that families can reunite to celebrate together. Our goal is for the #MisiónNavidad to be synonymous with unity and trust in the air transport system of our country.”
Greater Transparency and Safety for Passengers
According to the Superintendency, the Decalogue on Delays and Cancellations (Spanish) outlines the responsibilities of airlines when facing such situations, including how they should inform passengers and possible applicable compensations, as long as they are not related to weather factors. It also emphasizes that passengers have responsibilities, such as verifying their reservations and staying informed through the official channels of the airlines.
The agency stresses that cancellations and delays due to weather conditions, such as rain, cloud cover, extreme temperatures, or air congestion, are not arbitrary decisions made by the airlines, but necessary measures to ensure safety in operations.
The campaign #InfórmateYVuelaSeguro, driven by the Superintendency and the Civil Aviation Authority, seeks to promote communication between passengers and airlines, reinforcing trust and transparency in air transport, especially during high-demand seasons.
