CASE sees spike in complaints against the travel and airlines industries due to COVID-19, one in seven complaints related to the pandemic
This article is contributed by Melvin Yong, CASE President. Any extracts must be attributed to the author.
The Coronavirus Disease 2019 (“COVID-19”) pandemic has reshaped the composition of consumer complaints received by the Consumers Association of Singapore (“CASE”) in 2020. Of the 18,335 complaints received by CASE last year, approximately one in seven were related to the pandemic. The pandemic had the biggest impact on the travel and airlines industries where two out of five complaints received against these industries stemmed from COVID-19 travel restrictions. In addition, with more consumers turning to online shopping due to COVID-19 restrictions and concerns, the number of complaints relating to online purchases doubled from 2,236 in 2019 to 4,366 in 2020.