Riyadh, January 21, 2024, The General Authority of Civil Aviation (GACA) has released its monthly classification index for air transport service providers, focusing on traveler complaints filed during December 2023. GACA reported a total of 1,308 complaints from travelers on Saudi air carriers during that period.
Flynas emerged with the lowest number of complaints among airlines, registering only 42 complaints per 100,000 travelers and achieving a remarkable 100% resolution rate. SAUDIA Airlines secured the second position with 61 complaints per 100,000 travelers and a resolution rate of 99%. Flyadeal followed closely, with 65 complaints per 100,000 travelers and a resolution rate of 96%. Common grievances in December centered around luggage, flights, and tickets.
In terms of international airports with an annual passenger count exceeding six million, Prince Mohammad bin Abdulaziz International Airport stood out with a mere 5 complaints, representing 1% per 100,000 travelers, and boasting a 100% resolution rate. Among international airports with fewer than six million passengers, Abha International Airport received only 6 complaints, at 2% per 100,000 travelers, and also achieved a perfect resolution rate of 100%.
Among domestic airports, Najran Airport reported the fewest complaints, totaling 2, at 3% per 100,000 passengers, and a resolution rate of 100%.
GACA emphasized that the monthly classification report aims to provide passengers with insights into the performance of air transport service providers and airports, enabling informed choices, promoting transparency, and showcasing GACA's commitment to addressing traveler complaints. The report also aims to encourage fair competition and enhance services.
To facilitate communication with travelers, GACA maintains various channels, including the Unified Call Center (1929), WhatsApp service (0115253333), email ([email protected]), social media accounts, and the GACA website. Complaints received cover a range of issues, including boarding passes, employee behavior, and services for persons with disabilities and limited mobility.
In support of airport operators, GACA has circulated a booklet outlining guidelines for handling traveler complaints at airports. This resource details service agreements and rules applicable to all types of complaints and inquiries. GACA also conducts regular workshops to train employees of national airlines and ground service companies on compliance with passenger protection regulations.
