The telecommunications market in Spain, historically marked by user complaints, experienced a significant shift in 2024. According to the annual report from the Telecommunications and Digital Services User Attention Office (OAUT), the Alicante-based Aire Networks ranked as the top performer in mobile service, recording a complaint rate of 0.00 per 10,000 subscribers. In other words: not a single complaint was filed against their mobile services throughout the year.
This unprecedented result gains even more importance considering that Aire Networks is part of the top five mobile operators in Spain, according to CNMC data. In a highly competitive environment with millions of customers, achieving this milestone positions it as a benchmark in service quality.
A complete improvement from 2023
In 2023, Aire Networks had already stood out with a complaint ratio of 0.03 per 10,000 customers. However, 2024 was the year of perfection: no formal complaints reached the OAUT office in the mobile telecommunications sector.
The contrast with its competitors is striking. While companies like Movistar (0.83), Orange (0.72), Vodafone (0.78), or M谩sM贸vil (0.76) maintain relatively low but present ratios, Aire Networks stands out as the only operator with zero complaints. Even Yoigo (1.46) and Jazztel (3.48) multiply the industry average several times over.
Context: fewer complaints in the telecom sector
The OAUT 2024 report, which analyzes both inquiries and complaints from users, confirms a downward trend in conflicts with operators:
- Inquiries: 24,784, a 10.41% decrease compared to 2023.
- Complaints: 9,638, representing a 29.05% drop.
- Favorable resolutions for customers: in 61% of cases (full or partial).
Another notable data point is that more than 62% of complaints were processed digitally, reflecting the increasing digitalization of the relationship between users and the Administration.
This overall decline shows that, although conflicts remain high in some segments, the sector is improving in terms of customer service.
Convergent services, the Achilles’ heel
While Aire Networks excelled in mobile, the report reveals that convergent services (packages combining landline, internet, mobile, and TV) account for the majority of complaints:
| Service type (2024) | Number of complaints | % of total |
|---|---|---|
| Convergent | 5,925 | 61.5% |
| Fixed communications | 2,003 | 20.8% |
| Mobile communications | 1,492 | 15.5% |
| Others | 218 | 2.3% |
In this area, Vodafone significantly reduced complaints in convergent services (from 6.60 in 2023 to 2.96 in 2024), but the volume remains much higher than in pure mobile telephony.
Aire Networks versus competitors in mobile
The leadership of Aire Networks becomes clear when comparing its figures with those of other operators.
| Operator (mobiles) | Complaints per 10,000 subscribers (2024) | 2023 |
|---|---|---|
| Aire Networks | 0.00 | 0.03 |
| Movistar | 0.83 | 0.82 |
| Orange | 0.72 | 1.12 |
| Vodafone | 0.78 | 1.81 |
| M谩sM贸vil | 0.76 | 0.87 |
| Yoigo | 1.46 | 1.34 |
| Jazztel | 3.48 | 5.69 |
The contrast is evident: while major brands hover around a ratio of 1 or higher, Aire Networks stands out with an impeccable performance.
Geographical distribution and user profile
The report also includes data on the profile of users who file complaints:
- Age groups: the 25-34 and 35-44 brackets account for most complaints, indicating a highly tech-savvy user profile.
- Gender: slightly more complaints are made by men (56%).
- Territory: Madrid, Andalusia, and Catalonia report the highest number of complaints in absolute terms, due to their larger populations.
In this context, the absence of complaints against Aire Networks is even more notable, given that the operator has a presence nationwide.
Billing and porting issues: main causes of complaints
Of the over 9,600 complaints in 2024, the most common causes included:
- Incorrect billing or wrongful charges.
- Problems with number porting between operators.
- Service deficiencies (internet speed issues, outages, etc.).
The OAUT notes that in fixed-line telephony, complaints typically relate to service outages and disruptions, whereas convergent services often involve billing discrepancies.
A trend that strengthens trust
The case of Aire Networks (Aire Group), however, demonstrates that it is possible to provide mobile services in Spain without conflicts with users. For industry analysts, this symbolic figure of zero complaints reinforces confidence in the company and sets a standard that other operators will find difficult to match.
Furthermore, the CNMC has confirmed that Aire Networks remains among the top five mobile operators in the country, highlighting that it is not a small operator with a limited customer base, but a significant player in the market.
A market moving toward stability
With 2024 data, the OAUT highlights a positive trend: fewer conflicts, increased favorable resolutions for users, and growing use of digital channels. However, challenges remain in the convergent services segment, which accounts for six out of ten complaints.
In this landscape, Aire Networks’ performance is not only statistically significant but also a model of good practices in a market where consumer trust continues to be vital.
Frequently Asked Questions (FAQs)
What is the OAUT and why is its report important?
The Office of Telecommunications User Attention is the official body that manages and resolves user complaints against operators. Its annual reports provide an accurate snapshot of sector quality.
How did Aire Networks achieve zero complaints in mobile?
The report does not specify internal company measures, but it indicates that in 2024 no customer filed formal complaints, suggesting effective customer service management and low incidence of technical or contractual issues.
Which services generate the most problems in Spain?
Convergent services (packages including landline, internet, mobile, and TV) account for over 60% of complaints. Following are fixed-line telephony (20.8%) and mobile telephony (15.5%).
What role does the CNMC play in this report?
CNMC ranks Aire Networks among the top five mobile operators in the country, giving even more weight to its results since it directly competes with large brands like Movistar, Orange, and Vodafone.
馃搶 Official sources:
- OAUT 2024 Report, Ministry for Digital Transformation and Public Function (official document provided).
- National Commission for Markets and Competition (CNMC).