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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.

His Excellency, the President of the General Authority of Civil Aviation (GACA), Mr. Abdulaziz bin Abdullah Al-Duailej, met today with Azerbaijan's Ambassador to the Kingdom of Saudi Arabia, Shahin Abdullayev, at GACA's headquarters in Riyadh. During the meeting, officials reviewed topics of mutual interest and discussed ways to enhance bilateral cooperation in the civil aviation sector.

His Excellency, the President of the General Authority of Civil Aviation (GACA), Mr. Abdulaziz bin Abdullah Al-Duailej, expressed his deepest gratitude and appreciation to the wise leadership, may God protect them, for launching the fifth edition of the National Charity Campaign. He praised the generous donation made by the Custodian of the Two Holy Mosques, King Salman bin Abdulaziz Al Saud, and His Royal Highness Prince Mohammed bin Salman bin Abdulaziz Al Saud, Crown Prince and Prime Minister, may God protect them both, through the "Ehsan" platform. His Excellency affirmed that this generous support reflects the leadership’s commitment to enhancing the values of giving and social solidarity in the Kingdom, as well as developing and advancing the charitable sector. He also appreciated the prominent role played by the "Ehsan" platform in enabling the community to donate through official channels. In conclusion, His Excellency prayed to Almighty Allah to reward the Custodian of the Two Holy Mosques and the Crown Prince, may God protect them, for their ongoing support, and to place it in their record of good deeds. He also prayed for the continued blessings of security, stability, and prosperity upon the Kingdom.

Minister of Transport and Logistics Services and Chairman of the General Authority of Civil Aviation (GACA) Board, Saleh Al-Jasser, on Thursday inaugurated the integrated transit cargo inspection center at King Abdulaziz International Airport in Jeddah. GACA President Abdulaziz Al-Duailej attended the inauguration. The opening of the center represents a strategic step and follows the inauguration of similar centers last week at King Fahd International Airport in Dammam and King Khalid International Airport in Riyadh. The center is part of efforts to enhance the Kingdom's position as a global logistics hub by implementing quality projects aimed at improving the efficiency of air cargo procedures in line with the latest security concepts. These initiatives integrate advanced technologies and reflect the commitment to providing the latest security systems and equipment at transit cargo inspection centers. Such efforts contribute to the strategic objectives of the civil aviation sector and enhance effective coordination among all relevant parties, in line with the latest global technologies, while realizing the objectives of Saudi Vision 2030. The integrated air cargo inspection system relies on advanced technologies, including X-ray inspection devices for consolidated cargo and smart system integration to ensure speed and accuracy in inspection operations. The center automates processes and employs smart analytics for comprehensive monitoring, while continuously improving handling operations, reducing wait times, and enhancing operational efficiency. The integrated transit cargo inspection centers are staffed by a team of trained national personnel from various security agencies, working around the clock from cargo registration through multi-level radiation inspection to the final decision-making process. Such comprehensive follow-up ensures the highest levels of security and flexibility for transit shipments. GACA continues to exert all efforts to develop the air cargo sector by increasing capacity, improving the logistics work environment, and providing professional services that contribute to enhancing operational efficiency and expediting processes.