The General Authority of Civil Aviation (GACA) has released its monthly classification index for air transport service providers, based on traveler complaints filed with GACA during October 2023.
According to GACA, a total of 950 complaints were lodged by travelers against air carriers last October. Flynas emerged as the Saudi airline with the fewest complaints, at 27 per 100,000 travelers, boasting a 100% resolution rate. SAUDIA Airlines secured the second position, with 27 complaints per 100,000 travelers and a 99% resolution rate. Flyadeal ranked third, with 49 complaints per 100,000 travelers and an 86% resolution rate. Luggage services, flights, and tickets were the most common areas of complaint.
GACA's index for October revealed that King Abdulaziz International Airport had the lowest number of complaints, accounting for 1% per 100,000 travelers. This index includes international airports with over six million passengers annually. The classification was determined based on the number of complaints (32) and an 82% resolution rate.
For international airports with fewer than six million passengers annually, King Abdullah International Airport had the fewest complaints, also at 1% per 100,000 travelers, and a resolution rate of 100%.
Qaisumah Domestic Airport had the lowest number of complaints among domestic airports, with a rate of 4% per 100,000 passengers and a resolution rate of 100%.
GACA emphasizes that the monthly classification report aims to provide passengers with information about the performance of air transport service providers and airports. This information enables passengers to make informed choices, promotes transparency, demonstrates GACA's commitment to resolving traveler complaints, and encourages fair competition among service providers and airports with the goal of enhancing and improving services.
GACA further highlights its commitment to communication with travelers and airport visitors, providing multiple around-the-clock channels such as a Unified Call Center (8001168888), WhatsApp service (0115253333), email ([email protected]), social media accounts, and its official website. These channels allow passengers to report complaints regarding boarding passes, employee behavior, services for individuals with disabilities, and more.
In support of its airport partners, GACA has prepared a comprehensive booklet containing guidelines on handling traveler complaints at airports. This booklet has been distributed to airport operators, outlining the necessary rules and service agreements for addressing various types of complaints and inquiries. Additionally, GACA conducts regular workshops to train employees of national airlines and ground service companies who directly interact with travelers, ensuring compliance with passenger protection regulations.
