📋 Tender Overview
Lack of suitability in air services accounted for more than 50% of registered complaints.One year into operation of the new Jorge Chavez International Airport, Indecopi managed to resolve 1,799 complaints through conciliation and mediation mechanisms, which shows that these tools allow conflicts in consumer relations to be addressed in shorter periods of time. The resolved complaints included cases linked to lack of suitability, such as non-compliance, deficiencies in care and trip cancellations.
Conciliation makes it easier for consumers and suppliers to reach voluntary agreements without the need to initiate administrative sanctioning procedures. In this way, the deadlines and costs associated with conflict resolution are reduced, while satisfactory solutions are promoted for both parties.
As a balance, between June 2025 and April 2026, the Indecopi Local Office (OLI) at the airport received 4,492 complaints regarding consumer protection, of which more than 50% (2,379) were linked to lack of suitability. During that same period, Indecopi provided 25,986 consultations, which allowed passengers to learn in a timely manner about their rights and the ways to exercise them, facilitating in several cases the resolution of incidents without the need to present a formal claim.
Additionally, during this period, Indecopi monitored 4,103 arrivals and departures flights at the Jorge Chavez airport, of which 2,320 were national and 1,783 international. This monitoring work is carried out daily and allows us to know the status of the flights to adopt measures to guarantee respect for passenger rights.
It should be noted that this preventive work is complemented by WhatsApp Airport (+51 985 197 624), available 24 hours a day to respond to queries and incidents related to services in the air terminal, as well as with in-person assistance on the first level of the airport, next to the departure area for domestic flights.
For more information on the rights of passengers in air transport, Indecopi has Indecotip: Passenger rights in air transport, with free educational content.
The data
Between 2021 and 2026, the air transport sector was the third most sanctioned by Indecopi, with 3,065 sanctions imposed on 45 companies through final resolutions. The most sanctioned infraction was lack of suitability, mainly due to non-compliance or refusal of refunds, cancellations or rescheduling of trips, as well as preventing the check-in or boarding of passengers.
Lima, June 2, 2026
