Last Year’s Surge in International Transaction Consumer Complaints... Many Related to Travel Dissatisfaction

Analysis of the Impact of Gradual Return to Normal Life Progress

The number of consumer complaints related to international transactions significantly increased last year. This is interpreted as a phenomenon resulting from the gradual return to normal life after COVID-19.

According to the Korea Consumer Agency on the 18th, the number of international transaction consumer consultations received last year was 16,608, a 17.9% increase compared to the previous year. By type, consultations related to 'international transaction agency services,' where consumers purchase overseas goods and services through online purchasing agents, accounted for 8,695 cases (52.4%), while consultations related to 'direct overseas transactions,' where consumers buy goods and services directly from overseas online shopping malls, accounted for 6,987 cases (42.1%).

Incheon International Airport Terminal 1 is bustling with travelers preparing to depart. Photo by Jinhyung Kang aymsdream@

Consultations related to international transaction agency services decreased by 2.1% compared to the previous year, whereas consultations related to direct overseas transactions increased by 51.2%. In particular, there was a notable increase in service-related consultations (up 86.1%). The Korea Consumer Agency analyzed that this was due to a surge in consultations regarding airline tickets and airline services (up 92.3%) and accommodations (up 73.9%) as demand for overseas travel recovered.

Among the total consultations, 16,105 cases with identifiable product categories were classified, with clothing and footwear being the most common at 4,649 cases (28.9%), followed by airline tickets and airline services at 4,117 cases (25.6%), and accommodations at 1,278 cases (7.9%). The most frequent reason for complaints was delayed or refused refunds for canceled transactions, accounting for 6,807 cases (41.0%). This was followed by unfair charges for penalties or fees and price complaints at 2,669 cases (16.1%), and delivery-related complaints such as non-delivery, delayed delivery, or wrong delivery at 2,216 cases (13.3%).

Among 6,101 cases where the location of the overseas business operator was identified, the countries were Singapore with 2,079 cases (34.1%), the United States with 1,026 cases (16.8%), China (Hong Kong) with 501 cases (8.2%), Malaysia with 481 cases (7.9%), and Sweden with 291 cases (4.8%). The Korea Consumer Agency urged, "To prevent consumer damage in international transactions, it is essential to thoroughly check seller information, transaction conditions, and whether the site is registered as suspicious for fraud in advance," and added, "If damages are not resolved smoothly, please seek help through the International Transaction Consumer Portal."

This content was produced with the assistance of AI translation services.