[News Space=Reporter seungwon lee] Since the transition to endemic (cyclical epidemic of infectious diseases), overseas travel demand has recovered to pre-COVID-19 levels last year, and as overseas direct purchases have surged, consumer complaints have also increased significantly.

According to the Korea Consumer Agency on the 4th, the number of consumer consultations related to international transactions last year increased by 17.5% from 19,418 the previous year to 22,816. The number of consultations recorded 26,954 in 2020 when COVID-19 broke out, then decreased to 14,086 the following year, but has been on the rise again in recent years.

By transaction type, overseas direct purchase related consultations were the most numerous at 14,720 cases, followed by purchase and delivery agency service consultations at 7,566 cases. In overseas direct purchase, service purchase related consultations accounted for the majority at 10,395 cases, and most of them were related to airline tickets or accommodations.

The Consumer Agency analyzed that as the demand for overseas travel increases, the number of consumers using online travel agency (OTA) platforms has also increased, and so has the number of related consumer consultations.

In fact, out of the total number of international transaction consultations last year, 22,758 cases were analyzed for which detailed items were confirmed. As a result, airline tickets and air service were the most common at 6,737 cases (29.6%). Clothing and shoes were the second most common at 4,012 cases (17.6%), followed by accommodation (reservations) at 3,735 cases (16.4%).

The most common complaint type regarding airline tickets and airline services was delays and refusals in cancellations, refunds, and exchanges, with 2,813 cases (41.8%). Unfair claims of penalties and fees (2,166 cases, 32.2%) and breach of contract (1,261 cases, 18.7%) were also common.

Looking at the 12,800 cases where the location of overseas business operators was confirmed by nationality, Singapore was the most with 5,636 cases (44.0%), followed by China (Hong Kong) with 2,590 cases (20.2%), the United States with 1,175 cases (9.2%), Sweden with 854 cases (6.7%), and Malaysia with 349 cases (2.7%).

China (Hong Kong) had the largest increase, up 123.1% in one year. This is mainly due to an increase in consultations related to Chinese e-commerce platforms AliExpress and Temu. The number of consultations related to AliExpress and Temu increased by 114.7% in one year, from 680 in 2023 to 1,460 last year.

In Singapore, which had the second highest growth rate, consultations with global OTAs Agoda and Trip.com increased by 100.1% from 2,778 to 5,559 during the same period. Consultations related to these two companies accounted for 98.6% of all consultations in Singapore.

The Consumer Agency advised that in order to prevent damages in international transactions, one should carefully check the seller's information, transaction conditions, and whether or not a suspected fraud site is registered before the transaction. It also urged that if the damages are not resolved amicably, one should seek help from the International Transaction Consumer Portal.

As the demand for overseas travel increases in 2024, related consumer complaints have also increased significantly. The number of complaints from users of global platforms frequently used in Korea, such as Agoda and Trip.com, has doubled compared to the previous year.

The Consumer Agency said, “To prevent damage from international transactions, you should carefully check the seller’s information, transaction conditions, and whether the site is registered as a suspected fraud site before the transaction,” and urged, “If you have suffered damage, you should request help through the International Transaction Consumer Portal.”