On September 20, 2024, the General Authority of Civil Aviation (GACA) released its monthly assessment of air transport service providers, aimed at informing passengers about the performance of airlines and airports. This evaluation was based on the volume of complaints received from travelers during August 2024.
GACA reported a total of 1,505 complaints concerning Saudi air carriers that month. SAUDIA Airlines had the lowest complaint rate, with 13 complaints per 100,000 travelers and a perfect resolution rate of 100%. Flynas followed closely with 17 complaints per 100,000 travelers, also achieving a 100% resolution rate. Flyadeal ranked third with 23 complaints per 100,000 travelers, maintaining the same resolution success.
The predominant issues raised in August were related to luggage, flight operations, and ticketing. In the realm of international airports serving over 6 million passengers annually, King Khalid International Airport excelled with just five complaints per 100,000 travelers and a 100% resolution rate. For international airports with fewer than 6 million annual passengers, Abha International Airport reported only two complaints per 100,000 travelers, also resolving them all. Among domestic airports, Bisha Airport led with only one complaint per 100,000 passengers and a full resolution rate.
GACA emphasized that the monthly classification report serves multiple purposes: aiding passengers in making informed decisions, promoting transparency, showcasing its commitment to addressing traveler complaints, fostering fair competition, and enhancing service quality. The authority maintains several communication channels for traveler interaction, including a unified call center (1929), WhatsApp (0115253333), email ([email protected]), social media, and its official website. Common complaints received through these channels pertain to boarding passes, employee conduct, and services for individuals with disabilities.
To further support its airport partners, GACA has developed a comprehensive booklet with guidelines for managing traveler complaints, which has been distributed to airport operators. This booklet outlines service agreements and regulations to be followed for various types of complaints and inquiries. Additionally, GACA conducts regular workshops to train employees of national airlines and ground service companies in adhering to passenger protection standards.
