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The General Authority of Civil Aviation (GACA) has issued the Beneficiary Care Center’s statistics report for the first half of 2025. The report revealed that the center handled 159,555 interactions across its communication channels, including: 74,945 incoming calls via the call center, 18,966 email messages, 6,067 private messages through Platform X, 33,902 interactions via the official website, 24,645 automated and live chats on WhatsApp, in addition to 1,030 video calls handled via the sign language support line. GACA’s Beneficiary Care Center operates according to the highest standards of quality, with a beneficiary satisfaction rate of 86%, an average response time of 27 seconds, an average call duration of 3.45 minutes, and a missed‑call rate of only 4% of total interactions. The first‑contact resolution rate reached 85%, with the quality of service measured by the center’s ability to solve inquiries without requiring follow‑up. The center is proudly staffed by a team of ambitious and skilled Saudi men and women. The Beneficiary Care Center also serves the deaf community through video call support, providing all services in sign language via live interaction with customer service representatives. These interactions take place through a dedicated channel that protects privacy, meets individual needs, and collects feedback through a satisfaction survey at the end of every session. Through these diverse communication channels, GACA aims to strengthen engagement with travelers and ensure their satisfaction by offering around‑the‑clock access to services. The Beneficiary Care Center plays a key role in supporting GACA’s regulatory oversight by utilizing advanced technologies to monitor all operations and interactions in real time, analyze customer data and feedback, and track performance across all channels. It is worth noting that GACA, represented by its Beneficiary Care Center under the Quality and Customer Experience Sector, won two gold awards in the categories of “Best Public Service Center” and “Best Customer Service” across Europe, the Middle East, and Africa. The awards were received during GACA’s participation in the Contact Center World Annual Conference, held in Berlin, Germany from May 27 to 29, 2025. This achievement reflects GACA’s commitment to streamlining complaint‑handling procedures, ensuring transparency, and addressing complaints in accordance with the Passenger Rights Protection Regulation. It also demonstrates the Authority’s dedication to raising awareness of passenger rights, providing efficient communication channels, and simplifying the process for obtaining compensation as outlined in the regulation.

President of the General Authority of Civil Aviation (GACA) Abdulaziz Al-Duailej met today with Minister of Road and Transport of the Republic of Mongolia Borkhuu Delgersaikhan, during his official visit to Mongolia. The two officials discussed several topics of common interest and explored ways to strengthen cooperation in civil aviation between their countries. During the meeting, Al-Duailej signed an air transport services agreement between the governments of Saudi Arabia and Mongolia, aimed at enhancing cooperation in air transport services based on mutual interests and respect, in accordance with the laws and regulations of both nations. It also establishes regulatory frameworks governing air transport between the two countries. This agreement supports the Saudi civil aviation sector’s strategy to build international partnerships, boost global relations, and expand the operational network of Saudi national carriers.

President of the General Authority of Civil Aviation (GACA) Abdulaziz Al-Duailej visited Singapore’s largest airport Changi Airport yesterday as part of the High-Level Aviation Week, organized by the Ministry of Transport of Singapore from July 13 to 18. He toured the airport’s facilities and terminals and was briefed on the capacity of its service infrastructure, operational procedures, and passenger services. The visit included talks on strengthening collaboration in key areas such as air traffic management, infrastructure development, and achieving the highest standards of safety and security in civil aviation. The visit is part of broader efforts to boost cooperation in the aviation sector, promote the localization of aviation-related industries, explore opportunities to leverage advanced technologies, and attract investments.

 Minister of Transport and Logistic Services and General Authority of Civil Aviation (GACA) board Chairman Eng. Saleh Al-Jasser yesterday signed an air transport services agreement between the government of the Kingdom of Saudi Arabia and the government of the Republic of Kiribati. The agreement was signed on behalf of Kiribati by Minister for Information, Communications and Transport Alexander Teabo, in the presence of GACA President Abdulaziz Al-Duailej. The signing happened on the sidelines of High-Level Aviation Week, organized by the Ministry of Transport in Singapore from July 13 to 18. The agreement aims to enhance cooperation between the two sides in the field of air transport services and foster bilateral collaboration based on mutual benefit and respect, according to the applicable laws, regulations, and directives in both countries. It also seeks to establish regulatory frameworks for air transport between the two nations. The agreement contributes to advancing the civil aviation sector's strategy to build international partnerships and strengthen global relations in the field of civil aviation, thereby enabling national carriers to expand their operational networks.  

The Kingdom of Saudi Arabia, represented by the General Authority of Civil Aviation (GACA), today signed an air transport services agreement with the Republic of Serbia, represented by its Ministry of Construction, Transport and Infrastructure, to enhance cooperation in air transport, promoting a mutually beneficial relationship based on respect and compliance with the laws and regulations of both countries.  The new agreement establishes a regulatory framework for air transport between Saudi Arabia and Serbia, aligning with the Kingdom’s civil aviation sector strategy, which focuses on building international partnerships and strengthening global relations in the aviation sector, ultimately enabling national carriers to expand their operational networks.  In a separate development, GACA also concluded a productive round of discussions with its counterpart in the Republic of Indonesia, aimed at updating the operational framework between the two countries to align with Saudi Arabia’s ambitious national aviation strategy.  The discussions culminated in the signing of a record of discussions, outlining the updated operational framework between the Kingdom and Indonesia, which is expected to significantly enhance the passenger experience for travelers between the two nations.

The General Authority of Civil Aviation (GACA) issued today its classification index for air transport service providers and airports based on the number of complaints submitted by passengers to the authority during May 2025.  GACA reported that the total number of passenger complaints against airlines reached 1,342. Flynas recorded the fewest complaints, with 35 complaints per 100,000 passengers and a 100% on-time complaint resolution rate. Saudia ranked second with 39 complaints per 100,000 passengers and a 100% resolution rate, while Flyadeal came in third with 40 complaints per 100,000 passengers and a similarly high 100% resolution rate. The most common complaint categories in May were baggage-related, followed by flight-related issues and ticketing concerns.  Among international airports handling more than 6 million passengers annually, King Khalid International Airport in Riyadh had the lowest complaint rate, at 0.4 complaints per 100,000 passengers, with a total of 16 complaints and a 100% on-time resolution rate.  For international airports with fewer than 6 million passengers annually, Prince Naif International Airport recorded the fewest complaints, with only one complaint, equivalent to 1% per 100,000 passengers, and a 100% resolution rate. As for domestic airports, King Saud Airport had the lowest number of complaints, also recording one complaint, equal to 3% per 100,000 passengers, with a 100% resolution rate.  GACA noted that issuing the monthly classification report aims to inform passengers about the performance of air transport service providers and airports in handling customer complaints, helping travelers choose the appropriate service provider. It also enhances transparency, demonstrates the authority’s commitment to passenger concerns, and promotes fair competition among providers to improve service quality.  In support of its partner airports, GACA has prepared a booklet with instructions on how to handle passenger complaints at airports. The booklet, distributed to airport operators, outlines regulations and service-level agreements applicable to all types of complaints and inquiries. Workshops have also been held to train staff from national airlines and ground service companies, particularly those who interact directly with passengers, on complying with the executive regulations for protecting customer rights.  GACA provides multiple communication channels, available around the clock, to ensure ongoing engagement with passengers and airport visitors. These include the unified call center number 1929, WhatsApp service via 0115253333, social media accounts, email, and the official website. Complaints may cover issues such as boarding pass issuance, staff conduct, and services for persons with disabilities and limited mobility.