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The General Authority of Civil Aviation (GACA) issued today the classification index for air transport service providers and airports, based on the number of complaints submitted by passengers to the Authority during November 2025.

GACA clarified that passenger complaints against airlines reached 1,150 complaints, noting that Flynas recorded the lowest complaint rate at 16 complaints per 100,000 passengers, with a 100% on-time complaint resolution rate for November. Flyadeal ranked second with 20 complaints per 100,000 passengers, also achieving a 100% on-time resolution rate, while Saudia ranked third with 23 complaints per 100,000 passengers, and an 80% on-time resolution rate.

The most frequent complaint categories in November related first to flights, followed by ticketing, and then baggage services.

GACA indicated that King Khalid International Airport in Riyadh recorded the lowest complaint rate among international airports with more than six million passengers annually, at 0.4 complaints per 100,000 passengers, with 17 complaints in total and a 100% on-time resolution rate.

Meanwhile, Abha International Airport recorded the lowest complaint rate among international airports handling fewer than six million passengers annually, at 0.2 complaints per 100,000 passengers, with one complaint and a 100% on-time resolution rate. In the category of domestic airports, King Saud Airport in Al-Baha recorded the lowest complaint rate at 6 complaints per 100,000 passengers, with two complaints and a 100% on-time resolution rate.

GACA explained that issuing the monthly classification index for air transport service providers and airports — based on complaints received by the Authority — aims to provide passengers with information on the performance of service providers in handling customer complaints, enabling travelers to choose the most suitable provider. It also enhances transparency, demonstrates the Authority’s credibility and commitment to passenger complaints, and promotes fair competition among air transport and airport service providers to improve and develop services.

In support of its airport partners, GACA prepared a booklet containing guidelines on how to handle passenger complaints at airports, which was distributed to airport operators. The booklet defines the required controls and service-level agreements that must be adhered to for all types of complaints and inquiries. In addition, GACA conducted training workshops for employees of national airlines and ground-handling companies who have direct interaction 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 available 24/7 to ensure continuous engagement with passengers and airport users through the following channels: Unified Call Center (1929), WhatsApp service at 0115253333, official social media accounts, email, and the official website. These channels receive complaints related to boarding passes, employee conduct, services for persons with disabilities and reduced mobility, and other passenger services.