According to the biannual report released by the regulator, an average of 83 complaints were recorded per day, marking a 7.8% increase from the 77 daily complaints noted in the second half of 2023. Compared to the first half of 2024, the volume of complaints also rose by 5.6%, equating to 808 additional grievances.
Increases in complaints were observed across road, rail, ticketing systems, mobility support, and inland waterway transport, with ticketing systems experiencing a more than twofold hike of 143.7%.
Complaints regarding maritime and port transport remained unchanged compared to the same period last year.
Road transport topped the complaint list, accounting for 52.6% of the total with 7,999 grievances.
Within this category, the road passenger transport segment — which includes operators such as Rede Expressos — accumulated 5,199 complaints, slightly down from the 5,249 reported in the second half of 2023.
The rental of vehicles without drivers received 2,114 complaints — constituting 21.4% of the total — while road infrastructure recorded 1,070 complaints, comprising 10.8%.
These three categories made up 84.8% of the complaints within road transport.
In passenger rail transport, which includes CP — Comboios de Portugal, 2,884 complaints were recorded, a 6.1% increase from the same period last year, with 181 more complaints.
Inland waterway transport registered 424 complaints, a rise of 6.8%. The maritime and port sector remained stable with 48 complaints.
Concerning the complaint channels utilized by consumers, the electronic complaint book was the most used (52.2% of complaints), followed by the physical format (43%).
Only 4.8% of complaints were submitted directly through AMT channels.
