[Alpha Biz= Kim Jisun] Consumer complaints related to online travel agencies (OTAs) such as Agoda, Trip.com, and Airbnb have surged in South Korea, with cases in 2023 reaching nearly six times the level reported in 2021.



According to data submitted by the Korea Consumer Agency to Rep. Yangsoo Lee of the People Power Party on August 17, there were 1,422 OTA-related complaints filed in 2023, compared with 241 in 2021. Over the past four years and seven months, Agoda accounted for the largest share of complaints with 2,190 cases, followed by Trip.com (1,266), Airbnb (332), Booking.com (258), Hotels.com (154), Expedia (93), and Ctrip (26).



The trend has intensified in 2024, with 1,350 complaints filed by the end of July alone—nearly matching the total for all of last year. With strong travel demand expected during the summer vacation season and the long Chuseok holiday in the fall, authorities project this year’s complaint volume could double 2023 levels.



Complaints against airlines have also surged. Among the top five domestic carriers, consumer grievances rose from 82 cases in 2021 to 825 in 2024, a tenfold increase. In 2023 alone, 516 cases were reported, up 60% from the prior year, and 502 cases were filed in the first seven months of 2024. For foreign airlines, complaints reached 319 in 2023, about 1.5 times higher than the 125 cases reported in 2021.



The data underscores rising consumer risks associated with booking flights and accommodations through OTAs, prompting calls for stronger oversight and better dispute resolution mechanisms.

 

 

 

 

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