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The General Authority of Civil Aviation (GACA) today launched its monthly report tracking airport and national carrier flight punctuality for February 2025, measuring arrivals and departures within a 15-minute window of scheduled times. The report offers passengers transparent insights into airline and airport scheduling compliance, with the aim of improving service quality, raising standards, and enhancing the overall passenger experience. The report indicates that Riyadh’s King Khalid International Airport, Dammam’s King Fahd International Airport, Jazan’s King Abdullah bin Abdulaziz International Airport, NEOM Bay International Airport, and Sharurah Airport all achieved leading positions. The report divides airports into five categories, with King Khalid International Airport ranking first in the category of international airports serving over 15 million passengers annually, achieving an 86% compliance rate. King Fahd International Airport in Dammam, ranked number one in the category of international airports serving 5-15 million passengers annually, with 85% compliance. In the category of international airports serving 2-5 million passengers annually, King Abdullah bin Abdulaziz International Airport in Jazan, attained first place, at 92% compliance. NEOM Bay International Airport achieved first place in the fourth category of international airports serving less than two million passengers annually, with 93% compliance, while Sharurah Airport topped the fifth category for domestic airports, hitting 97% compliance. Among national carriers, Saudia led the rankings with 88% on-time arrival rate and 90% on-time departures. Flynas achieved compliance rates of 79% for arrivals and 82% for departures, and flyadeal achieved 84% for arrivals and 90% for departures. The report also spotlights top-performing routes, with the domestic Jazan-Riyadh flight showing 97% compliance, while Riyadh-Amman flight ranked first among international flights with a compliance rate of 94%. These latest GACA initiatives contribute to Saudi Arabia’s National Aviation Strategy, which aims to establish the Kingdom as a leading regional aviation hub via boosting of operational standards, efficiency and passenger service.

The General Authority of Civil Aviation (GACA), represented by the committee responsible for reviewing violations of Civil Aviation Law, released its report for the first quarter (Q1) of 2025. It detailed the issuance of 147 violations and the imposition of financial penalties exceeding SAR3.8 million on entities and individuals found in contravention of the law, its implementing regulations, and instructions issued by GACA.  The report indicated two violations against air carriers for non-compliance with the Passenger Name Record (PNR) system and for failure to adhere to competition regulations, totaling SAR15,000 in fines. Furthermore, 63 violations were issued against air carriers for failing to verify passengers' required documentation and for non-compliance with approved time slots, resulting in fines exceeding SAR1 million.  The committee issued 61 violations against air carriers for non-compliance with the Passenger Rights Protection Regulations, with total fines exceeding SAR2.7 million. Additionally, 21 violations were issued against individual passengers for failing to follow aviation safety instructions and for engaging in disruptive behavior onboard aircraft, with total fines amounting to SAR12,400.  These measures underscore GACA's commitment to transparency, its ongoing regulatory and supervisory role in the aviation sector, its dedication to improving the passenger experience, and its focus on enhancing the quality of air transport services in the Kingdom.

The General Authority of Civil Aviation (GACA) has released its monthly report on the performance of Saudi Arabia's domestic and international airports for February 2025, based on 11 key performance indicators. The report aligns with GACA's objectives to enhance service quality and improve the overall travel experience at the country’s airports. The report highlights the top-performing airports, ranking Riyadh's King Khalid International Airport, Dammam's King Fahd International Airport, Jazan's King Abdullah bin Abdulaziz International Airport, Arar International Airport, and Al-Qurayyat Airport among the best. Airports were categorized into five groups based on annual passenger traffic. In the first category, for international airports handling more than 15 million passengers annually, Riyadh's King Khalid International Airport ranked first with 82% compliance, followed closely by Jeddah's King Abdulaziz International Airport, also at 82%. However, Riyadh’s airport outperformed Jeddah’s in meeting key criteria. In the second category, for international airports with five to fifteen million annual passengers, Dammam's King Fahd International Airport claimed the top spot with 91% compliance, while Madinah's Prince Mohammed bin Abdulaziz International Airport followed with 82%. In the third category, for international airports with two to five million annual passengers, Jazan’s King Abdullah bin Abdulaziz International Airport and Abha International Airport both achieved 100% compliance, with Jazan’s airport scoring higher in performance standards. In the fourth category, for international airports with fewer than two million passengers annually, Arar International Airport secured first place with 100% compliance, leading in average waiting times for arrivals and departures. In the fifth category for domestic airports, Al-Qurayyat Airport secured first place with 100% compliance, outperforming all competitors in average waiting times for arriving and departing flights. GACA evaluates airport performance based on 11 key indicators, including passenger wait times at check-in, baggage claim, passport control and customs, as well as standards for travelers with disabilities. The criteria are designed to align with global best practices.

The General Authority of Civil Aviation (GACA) today issued the classification index for air transport service providers and airports, based on the number of complaints submitted by travelers to the authority during February 2025. GACA clarified that the number of passenger complaints regarding airlines totaled 1,169. It noted that Saudi Arabian Airlines had the fewest complaints, with 20 complaints per 100,000 passengers, and a complaint resolution rate of 100% within the specified timeframe for February. Following in second place was Flynas, with 25 complaints per 100,000 passengers and a 100% complaint resolution rate within the timeframe. Air Arabia came in third with 31 complaints per 100,000 passengers, also achieving a 100% resolution rate within the specified timeframe. The most frequently reported issues in February were related to baggage services, followed by flight services and ticketing. The authority also highlighted that King Abdulaziz International Airport in Jeddah had the fewest complaints among airports, with 0.4% of complaints per 100,000 passengers. This was measured in the index for international airports with annual passenger numbers exceeding 6 million, totaling 22 complaints, and a complaint resolution rate of 100%. Moreover, Taif International Airport had the fewest complaints in the index for international airports with fewer than 6 million annual passengers, registering 1% of complaints per 100,000 passengers, or two complaints, with a 100% resolution rate. In the domestic airports index, Arar Airport had the lowest complaint rate, with 14% per 100,000 passengers, amounting to one complaint, and a 100% resolution rate. GACA emphasized that the publication of the monthly report on the classification of air transport service providers and airports (based on complaints submitted to the authority) aims to provide travelers with information on the performance of service providers and airports in addressing customer complaints. This enables travelers to choose the most suitable service provider while also enhancing transparency, demonstrating the authority’s commitment to handling passenger complaints, and fostering fair competition among service providers to improve services. To support its airport partners, GACA has prepared a booklet containing guidelines on how to handle passenger complaints at airports. The booklet was distributed to airport operators and includes regulations and service level agreements to be adhered to for all types of complaints and inquiries. Additionally, training workshops have been organized for employees of national airlines and ground services companies, who have direct contact with passengers, to ensure compliance with the Executive Regulations for the Protection of Customer Rights. It is worth noting that GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport visitors through the following contact channels: the Unified Call Center (1929), WhatsApp service at 0115253333, social media accounts, email, and the official website. These channels receive complaints related to boarding passes, employee behavior, services for people with disabilities, limited mobility, and other issues.

General Authority of Civil Aviation (GACA) was today bestowed the Consumer Compensation Path Award by the Consumer Protection Association (CPA), in recognition of its outstanding efforts to safeguard consumer rights and to deliver high-quality services that enhance customer satisfaction and optimize the travel experience. The award ceremony took place in Riyadh, coinciding with World Consumer Rights Day and celebrating organizations and individuals who have significantly contributed to the objectives of the CPA. The award honors GACA's efforts to prioritize the rights of travelers via a competitive environment that improves the overall travel experience. This includes the streamlining of complaint procedures, maintaining transparency and addressing complaints as per established regulations. GACA’s accessible channels of communication ease the process for claiming compensation, as outlined in the Passenger Rights Protection Regulation (PRPR). The recently implemented PRPR replaces GACA’s previous Executive Regulation for Customer Rights Protection, and reflects the Authority's commitment to guarantee all consumer rights associated with the traveler's journey – delivering an improved travel experience and the provision of services at the highest standard of quality. The PRPR aims for a fair balance between travelers and air carriers as per the air transport contract, while enhancing competitiveness through compliance with its provisions. GACA launched the "Know Your Rights" campaign to ensure that travelers are fully aware of their rights, know how to utilize the PRPR, and understand the importance of contacting airlines when encountering difficulties during travel. The Authority has dedicated accounts on social media channels and on the GACA website, in addition to airport screens with QR codes linking to relevant information about consumer rights. During the ceremony, Eng. Faisal Al Hobayb of GACA signed a MoU with CPA’s Ahmed Al Mahalaki to foster the continued protection of consumer rights and to activate a unified electronic guide to consumer rights and duties. The Consumer Compensation Path Award encourages government, private and non-profit entities to enhance the consumer experience and to contribute to the development of a competitive environment that attracts foreign investment, in line with the goals of Saudi Vision 2030.

His Excellency Eng. Saleh bin Nasser Al-Jasser, Saudi Arabia’s Minister of Transport and Logistics Services and General Authority of Civil Aviation (GACA) Chairman, today inspected the facilities of Madinah’s Prince Mohammed bin Abdulaziz International Airport. He was accompanied by GACA President H.E. Abdulaziz bin Abdullah Al-Duailej, along with government officials and senior executives from the civil aviation sector. H.E. Al-Jasser reviewed the airport's preparations for pilgrimage traffic and evaluated its procedures to ensure smooth passenger flow during the peak Umrah season of Ramadan 1446H. His inspection focused on operational plans to optimize services for and enhance the comfort of visiting pilgrims, via coordinated efforts between government entities, security providers and operational partners. H.E. Al-Jasser emphasized the need to streamline the movement of visitors, in order to deliver an optimum travel experience during both arrival and departure. This initiative aligns with the directives of HRH Crown Prince Mohammed Bin Salman to provide an exceptional level of service to the guests of Allah, while supporting the goals of the National Transport and Logistics Strategy, the National Aviation Strategy, and Saudi Vision 2030 programs.