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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 December 2025.

GACA clarified that passenger complaints against airlines reached 2,113 complaints, noting that Flynas recorded the lowest complaint rate at 26 complaints per 100,000 passengers, with a complaint resolution rate of 100% within the specified timeframe for December. Flyadeal ranked second with 39 complaints per 100,000 passengers, also achieving a 100% on-time resolution rate, while Saudia ranked third with 42 complaints per 100,000 passengers, and an on-time resolution rate of 93%.

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

GACA indicated that Prince Mohammed bin Abdulaziz International Airport in Madinah recorded the lowest complaint rate among international airports with more than six million passengers annually, at 0.4 complaints per 100,000 passengers, with 5 complaints in total and a 100% on-time resolution rate.

Meanwhile, King Abdullah bin Abdulaziz Airport in Jazan recorded the lowest complaint rate among international airports handling fewer than 6 million passengers annually, at 1% per 100,000 passengers, with 3 complaints and a 100% on-time resolution rate. In the category of domestic airports, Bisha Airport recorded the lowest complaint rate at 6% per 100,000 passengers, with 2 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 clear 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 rights, and promotes fair competition among air transport and airport service providers to improve service quality.

In support of its airport partners, GACA issued regulatory circulars on handling passenger complaints at airports, which were distributed to airport operators. These circulars define the required controls and service-level agreements that must be followed 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.