The National Civil Aviation Administration (ANAC) has taken a decisive step towards modernizing Argentina’s commercial aviation system by implementing a new mechanism for managing passenger complaints. Through Resolution ANAC No. 774/2025, the historic physical complaint book is being replaced by a more agile, accessible model aligned with current industry practices.
End of an Era: Farewell to the Physical Book
For nearly thirty years, the complaint book endorsed by ANAC was the formal channel for air transport users to file their claims. However, increasing digitization and systematization of customer service processes have profoundly transformed the dynamics between passengers and airlines. In this new context, the physical format no longer reflected the actual volume and nature of interactions.
A More Flexible and Modern System
The new regulation recognizes all complaint methods implemented by airlines—both Argentine and foreign—as valid, provided they meet the technical and accessibility requirements established by ANAC. From now on, companies must offer at least one channel for receiving complaints, which can be physical, electronic, or telephone-based. This channel must be free of charge, accessible, and easy to use.
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Each submission must generate a unique registration receipt and receive a response within a maximum period of thirty (30) business days.
Obligations for Airlines
Airlines must comply with a series of additional requirements:
- Inform ANAC of the selected complaint reception channels and any subsequent modifications.
- Prominently display the enabled method for initiating a complaint at both their physical and digital points of sale.
- Provide assistance to those unable to access digital means and guarantee accessibility for persons with disabilities.
- Provide the link to ANAC’s Online Complaint System in cases where the company’s response is unsatisfactory or not received in a timely and proper manner.
- Submit an annual report before January 10th of each year with the total number of complaints received, their classification by type and status, response times, and the favorable resolution rate.
More Traceability and Transparency for the System
This new scheme will allow ANAC to have more precise and up-to-date information on complaints, optimizing follow-up processes and strengthening institutional responsiveness. The measure aims to consolidate a more efficient, transparent, and user-centered system, in line with the modernization objectives of the commercial aviation sector.
With this update, ANAC reaffirms its commitment to protecting passenger rights and continuously improving air transport services.
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