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The General Authority of Civil Aviation, represented by the Beneficiary Care Center in the Quality and Customer Experience sector, has won two gold awards: Best Contact Center and Best Customer Service in Europe, the Middle East, and Africa. This recognition was received during its participation in the annual Contact Center World conference, held from May 27-29, 2025, in Berlin, Germany. The award highlights GACA's commitment to streamlining complaint processes, upholding transparency, and resolving complaints in line with the Passenger Rights Protection Regulations. It also reflects the Authority’s efforts to raise awareness of passengers' rights, offer accessible and diverse communication channels, and ensure that passengers can claim their entitled compensations as per the regulations. Eng. Alhobayb affirmed GACA’s relentless efforts to deliver an optimum standard of service to passengers and beneficiaries, in line with the goals of the National Aviation Strategy. He also drew attention to the launch of GACA’s “Know Your Rights” campaign to educate passengers about exercising their rights, utilizing regulations, and communicating with airlines when facing challenges. This represents another step toward effective implementation of the regulations. The Authority has created an official website, dedicated social media accounts, and airport display screens to provide passengers with direct access to all relevant information. In the first quarter of 2025, GACA’s Beneficiaries Care Center handled 82,403 interactions, including 38,205 phone calls, 8,350 emails, 2,960 live chats via the X platform, 19,589 website visits, 12,730 live and automated WhatsApp chats, and 569 sign language conversations, according to statistics from the Center. Eng. Alhobayb emphasized that the Center operates at the highest possible standard of quality, with an average response time of 18 seconds, an average call duration of three minutes 24 seconds, and a call drop rate of only 3% of total interactions - an achievement underscoring the professionalism of the Center’s 100% Saudi team. Eng. Alhobayb also noted that the Center provides all services to the deaf community in sign language through video calls with customer service representatives, via a dedicated channel that ensures the privacy of beneficiaries while answering their needs, with feedback collected after each interaction through customer satisfaction surveys. Through these various communication channels, GACA aims to enhance engagement with passengers, boost customer satisfaction, and deliver a premium service around the clock. The Beneficiaries Care Center actively supports GACA’s regulatory role by employing advanced technologies to monitor all operational processes and incoming interactions, analyze beneficiary feedback, and track performance standards across all channels.    

Today, the General Authority of Civil Aviation (GACA) released its monthly classification report on air transport service providers and airports, based on the number of passenger complaints submitted to the authority during April 2025. GACA reported that passengers filed 1,267 complaints against air carriers. According to the report, flynas had the fewest complaints at 22 per 100,000 passengers, with a 100% on-time resolution rate for April. Saudia ranked second with 23 complaints per 100,000 passengers and a 99% resolution rate, followed by flyadeal in third place with 38 complaints per 100,000 passengers and a 100% resolution rate. Ticketing issues were the most reported category, followed by baggage services and flights. For airports, Prince Mohammad bin Abdulaziz International Airport in Madinah had the fewest complaints among international airports with more than 6 million passengers annually, at 0.2% per 100,000 passengers (two complaints), with a 100% resolution rate. Among international airports with fewer than 6 million passengers annually, Abha International Airport had the fewest complaints at 1% per 100,000 passengers (three complaints), also with a 100% resolution rate. For domestic airports, King Saud Airport received the fewest complaints at 3% per 100,000 passengers (one complaint), also resolving 100% on time. GACA explained that issuing this monthly classification report aims to provide travelers with insights into the performance of air transport service providers and airports in handling passenger complaints. This helps travelers choose the right service provider while promoting transparency and demonstrating GACA’s commitment to passengers’ concerns. It also fosters fair competition among service providers to improve and develop services. In support of its airport partners, GACA prepared a booklet outlining guidelines for handling passenger complaints at airports, distributed to airport operators. The booklet defines complaint management procedures and Service Level Agreements (SLAs) that must be followed for all types of complaints and inquiries. GACA also trained airline and ground service staff with direct passenger interaction on the Executive Regulations for Passenger Rights through dedicated workshops. GACA has provided multiple 24/7 communication channels to ensure continuous engagement with passengers and airport visitors, including the unified call center (1929), WhatsApp service at 0115253333, social media accounts, email, and the GACA website. Passengers can submit complaints related to boarding passes, staff conduct, services for people with disabilities and reduced mobility, and more.

The General Authority of Civil Aviation (GACA) today released its monthly April 2025 report on the punctuality of airports and national carriers. The report measures flight timeliness based on flights departing or arriving within 15 minutes of their scheduled time.  The report provides travelers with clear insight into the scheduling adherence of both airlines and airports, in line with the ongoing effort to enhance service quality and improve passenger experience. The April report places Riyadh’s King Khalid International Airport, Dammam’s King Fahd International Airport, Abha International Airport, NEOM Bay Airport, Turaif Airport, and Wadi Al Dawasir Airport among the top performers. The report divides the Kingdom’s airports into five categories. In the first, for international airports with over 15 million annual passengers, Riyadh’s King Khalid International Airport achieves first place with a 90% compliance rate. In the second, for international airports with five to 15 million annual passengers, Dammam’s King Fahd International Airport ranks first with a compliance rate of 87%.  In the third, for international airports with two to five million passengers annually, Abha International Airport attains a 91% compliance rate.  In the fourth, for international airports with fewer than two million passengers, NEOM Bay Airport gains a 95% compliance rate. In the fifth category, for domestic airports, Turaif Airport and Wadi Al Dawasir Airport jointly secures the top spot with a compliance rate of 100%. In terms of national airlines, the April report ranks Saudia first with a 89% on-time arrival rate and 89% for departures; flynas achieves a 86% on-time arrival rate and 91% for departures; while flyadeal secures a 87% arrival rate and 91% departure rate. The report also highlights top-performing domestic and international routes, with Riyadh–Abha flight recording a 96% on-time rate among domestic routes, and the Riyadh–Amman flight topping international routes with a 97% punctuality rate. These efforts contribute to the National Aviation Strategy in its aim to position the Kingdom as a leading regional aviation hub via improved operational standards, higher efficiency, and enhanced quality of service to travelers.

The General Authority of Civil Aviation (GACA) today released its April 2025 monthly report on the performance of Saudi Arabia’s international and domestic airports. The report evaluates performance based on 11 key criteria, in line with strategic objectives aimed at enhancing service quality, improving passenger experience, and elevating service standards at the Kingdom’s airports. The report highlights the top-performing airports, ranking Riyadh’s King Khalid International Airport in Riyadh, Dammam’s King Fahd International Airport, Abha International Airport, Arar International Airport, and Qurayyat Airport. The report categorizes airports into five groups, with King Khalid International Airport in Riyadh securing first place among international airports handling more than 15 million passengers annually, achieving an 82% compliance rate. Jeddah’s King Abdulaziz International Airport ranked second with a compliance rate of 73%. In the second category, for international airports handling between 5 to 15 million passengers annually, Dammam’s King Fahd International Airport secures first place with a 91% compliance rate, while Madinah’s Prince Mohammad bin Abdulaziz International Airport also achieves 91% - with the former outperforming the latter in terms of meeting performance standards. In the third category, for international airports handling 2 to 5 million passengers annually, Abha International Airport is in first place with a 100% compliance rate—successfully reducing average wait times for both departing and arriving flights. In the fourth category, for international airports with fewer than 2 million passengers annually, Arar International Airport ranks first with a 100% compliance rate—ahead of competing airports in average wait times for arrivals and departures. In the fifth category, for domestic airports, Qurayyat Airport attains first with a100% compliance rate—outperforming all competing airports in average wait times for arriving and departing flights. GACA 11 key performance indicators include waiting time for check-in, baggage claim and passport/customs control, along with accessibility standards for the disabled and other criteria aligned with global best practices.

The General Authority of Civil Aviation (GACA), led by Mr. Ali bin Mohammed Rajab, Executive Vice President for Air Transport and International Cooperation, held bilateral discussions today with Mr. Hussain bin Ahmed Al-Shuaile, Acting Director of the Aviation Affairs Directorate at the Ministry of Transportation and Telecommunications of the Kingdom of Bahrain. The meeting focused on reviewing issues of mutual interest and exploring ways to enhance cooperation between the two countries in the field of air transport.

The General Authority of Civil Aviation (GACA) and the Expenditure and Project Efficiency Authority (EXPRO) today signed an alignment agreement on the outcomes of the spending review policy in areas of mutual cooperation. The signing, at GACA’s Riyadh headquarters, was carried out in accordance with the respective regulatory mandates of both entities and in line with applicable regulations, rules, and directives relating to government procurement and projects.   The agreement was signed by Mr. Mohammed Al-Hamad, GACA’s Executive Vice President for Shared Services, and Eng. Abdulaziz Nassruldeen, Executive Vice President for Policies and Strategic Studies at EXPRO, on behalf of their respective organizations. This agreement stems from the commitment of both parties to forging strategic partners hips and strengthening cooperation in shared areas of work—with a focus on improved operational efficiency, enhancement of government services, optimized use of public assets and resources, and reallocation of spending as per national priorities.   Through these measures, GACA fosters cooperation with all relevant government entities to support its strategic goals and to contribute to the realization of Saudi Vision 2030. GACA also remains committed to institutional excellence, effective implementation of national policies, and elevating the quality of services provided—reinforcing national objectives and advancing sustainable development.  

The President of the General Authority of Civil Aviation (GACA), H.E. Mr. Abdulaziz bin Abdullah Al-Duailej, met today with Mr. Fateh Bashina, Chargé d'Affaires of the Libyan Embassy in Saudi Arabia, at GACA’s headquarters in Riyadh. The two sides discussed topics of mutual interest and explored ways to strengthen bilateral cooperation in the civil aviation sector.  

The Saudi Fund for Development (SFD) and the General Authority of Civil Aviation (GACA) today signed a Memorandum of Understanding (MoU) to explore opportunities for collaboration in international development. The MoU was signed by SFD CEO, H.E. Sultan Abdulrahman Al-Marshad and GACA President, H.E. Abdulaziz bin Abdullah Al-Duailej, during a ceremony held at the Riyadh headquarters of SFD. The MoU aims to strengthen cooperation and integration between the SFD and GACA to support sustainable SFD-funded projects that promote long-term growth in developing countries. The agreement also enhances the proactive role of GACA in the global civil aviation sector, by leveraging the shared capabilities of both parties to improve airport infrastructure in beneficiary countries—thereby contributing to better service quality and enhanced regional and international air connectivity. This MoU aligns with Saudi Arabia’s longstanding efforts to boost international development. The SFD has over the past 50 years financed and promoted 800-plus projects and programs in over 100 developing nations, with total investment exceeding USD 21 billion, contributing to both social progress and economic prosperity in all those countries. In this context, the MoU bolsters the strategic objectives of GACA and its active role in the global aviation sector, via such key partnerships and in line with international best practices and the goals of Saudi Vision 2030. The agreement further reflects the commitment of GACA to expand its collaboration with a broad range of public and private sector entities.  

General Authority of Civil Aviation (GACA) President Abdulaziz bin Abdullah Al-Duailej said Saudi Arabia’s election to represent the Arab Group on the International Civil Aviation Organization (ICAO) council underscores the Kingdom's significant role in the civil aviation sector regionally and internationally.  Al-Duailej, who also chairs the Arab Civil Aviation Organization (ACAO) executive council, added that the unanimous decision reflects its leading position within specialized international bodies.  Al-Duailej's remarks came on the sidelines of the 30th extraordinary session of the ACAO general assembly, held Thursday in the Moroccan capital, Rabat.  He noted that recent executive council meetings and an extraordinary session of the ACAO provided a significant platform to discuss critical aviation sector issues. These issues included those concerning safety and security, and the integration of modern technologies for system development, he added.  Al-Duailej stressed that the aviation industry’s growing challenges demand enhanced coordination and collaboration among nations, particularly in preparation for the ICAO council meetings scheduled for September in Montreal.  Such efforts, he added, will strengthen Arab representation and help secure the highest possible number of seats on the council.

The Kingdom of Saudi Arabia has been unanimously elected as a representative of the Arab Group at the council of the UN International Civil Aviation Organization (ICAO). The election took place during the 30th extraordinary session of the Arab Civil Aviation Organization (ACAO) General Assembly, held on Thursday in the Moroccan capital, Rabat.  Saudi Arabia’s election came after nominations were submitted by countries for ICAO council membership through the Arab Group. Elections for the council will occur during the upcoming ICAO assembly, scheduled to take place from September 23 to October at the organization's headquarters in Canada’s Montréal.  Heading the Kingdom’s delegation at the ACAO session, Minister of Transport and Logistic Services and General Authority of Civil Aviation (GACA) board Chairman Saleh Al-Jasser praised the Kingdom’s efforts to achieve such feat.  Al-Jasser expressed his gratitude to the Saudi leadership for the unlimited support the civil aviation sector in the Kingdom receives. He affirmed that the election embodies the importance of the role Saudi Arabia plays in the sector both locally and regionally, in addition to its active efforts within pertinent international organizations. He underscored the importance of strengthening collective Arab efforts in the air transport industry and continuous communication to achieve the highest safety standards for this vital sector.  “The Kingdom will spare no effort to support Arab cooperation, based on the directives of the government,” Al-Jasser stated at the conclusion of his speech, affirming the government’s commitment to consolidating the foundations of Arab and global cooperation.

General Authority of Civil Aviation (GACA) President and Arab Civil Aviation Organization (ACAO) Executive Council Chairman Abdulaziz Al-Duailej chaired today the 72nd session of the council, held in Rabat, Morocco. The meeting was attended by heads of delegations from member states, the director general of ACAO, and a representative from the League of Arab States.  In his opening remarks, Al-Duailej welcomed the decision to expand the executive council’s membership from nine to 11 members, describing it as an institutional advancement rooted in a deep belief in broader participation, inclusiveness, and the enrichment of perspectives and expertise. He welcomed Tunisia and Yemen as new council members, noting that their inclusion will bring valuable contributions to the council’s discussions and outcomes.  He emphasized that the meeting agenda includes critical organizational and technical topics that directly impact the future of Arab civil aviation. These topics require a collaborative and unified action to generate practical recommendations that align with global developments and address increasing challenges in regulatory, technical, and economic domains. He highlighted the sector’s ongoing transformation, including the adoption of smart airspace management technologies, acceleration of digital transformation in airports, and the expansion of aviation safety systems — all within the framework of international environmental commitments.  Al-Duailej also underscored the importance of forming a unified Arab vision on civil aviation issues and presenting it effectively on the global stage to reflect the Arab world's institutional maturity and strengthen its position in international air transport.  “In light of these developments,” he stated, “it is vital that we redefine our Arab presence as an influential force in the global aviation sector. This can only be achieved through the articulation of a unified Arab perspective and a strategic presence in international and regional forums.”  He also stressed the need for collective preparation for the upcoming International Civil Aviation Organization (ICAO) Council elections during its General Assembly in September 2025. He described it as a strategic opportunity for Arab coordination, calling for the nomination of a unified Arab candidate with full backing to ensure the retention of this influential seat — a key platform for advocating regional interests in the global aviation industry.  Al-Duailej further highlighted the centrality of Arab human capital in building strong aviation institutions. He called for prioritizing investments in national talent through advanced professional training programs aligned with global industry standards and reinforcing institutional evaluation mechanisms linked to measurable performance indicators.  He also called for a review of ACAO’s technical structure, particularly its technical committees and support mechanisms for member states, especially those undergoing reconstruction or modernization. He urged the adoption of regional technical solidarity programs based on thorough national needs assessments, development pathways tailored to each state’s priorities, and building strategic partnerships with relevant regional and international organizations. These steps, he noted, are essential to strengthening ACAO’s global presence through knowledge exchange, the adoption of best practices, and fostering international cooperation in technical areas — ultimately empowering member states and enhancing institutional effectiveness.  Following his address, the council reviewed the organization’s governance, technical, and financial matters. Discussions included follow-up on the recommendations of the 71st session, approval of outputs from ACAO’s technical committees — including Air Transport, Air Navigation, Aviation Safety, Aviation Security, Environment, and Media and Institutional Communication — in addition to updates on the implementation of ACAO’s annual activity program and recent developments in global and Arab air transport.

President of the General Authority of Civil Aviation (GACA) Abdulaziz Al-Duailej affirmed that the Saudi Aviation Strategy focuses on shaping the future through collaboration, innovation, and alignment, aiming to drive growth, boost competitiveness, and ensure enhanced services for passengers, while accelerating the aviation sector’s expansion across the region.  He made these remarks during his participation in the International Air Transport Association's (IATA) Aviation Day Middle East and North Africa (IATA Aviation Day MENA 2025), held for the first time in Saudi Arabia.  Hosted by Saudia, the national flag carrier of Saudi Arabia, in Jeddah from May 6 to 7, the event gathers leading aviation executives and experts from around the world to discuss key opportunities and developments shaping the future of the air transport sector.  In his opening address, Al-Duailej thanked IATA and Saudia for organizing this important event, emphasizing that such gatherings serve as a platform to enhance cooperation and accelerate aviation development across the region.  He highlighted the pivotal role of Saudi Vision 2030 in shaping the future of aviation not only within the Kingdom but also regionally and globally. He expressed eagerness to engage with industry partners to exchange insights, explore emerging prospects, and strengthen the Kingdom’s standing as a global hub connecting East and West.  Al-Duailej noted that the MENA region is a vital player and a strategic hub for the future of global aviation, with a $9.48 trillion economy supported by a predominantly young population—fueling tourism, trade, and innovation, while fostering growth through strategic investment and international collaboration.  He added that in 2024, passenger traffic in the Middle East exceeded pre-pandemic levels by 9%, more than double the global growth rate, while Saudi Arabia’s civil aviation sector recorded a notable increase of over 24% compared to pre-pandemic figures.  He reviewed the Kingdom's aviation sector strategy and its key milestones, notably the order of more than 500 aircraft by Saudi carriers, significantly expanding regional capacity and competitiveness.  Al-Duailej also highlighted the launch of the Integrated Logistics Zone in Riyadh in October 2022, with Apple as a key tenant—underscoring the Kingdom's role as a global logistics and commercial hub—and pointed to the continued operation and development of airports across the country.

The President of the General Authority of Civil Aviation (GACA), Mr. Abdulaziz bin Abdullah Al-Duailej, affirmed that smart technologies and digital transformation serve as essential pillars in supporting occupational safety and health (OSH) and enhancing protection within airports and aviation facilities. He emphasized that this is one of GACA’s top priorities, particularly in light of the sector’s rapid growth and expansion.   This came during H.E. Al-Duailej’s participation in the panel discussion titled “Integrating National Efforts and the Role of the Private Sector in Enhancing Occupational Safety and Health in the Transport and Logistics Sector: A Strategic Vision for a Sustainable Future”, held as part of the 7th International Conference on Occupational Safety and Health 2025, taking place from 4 to 6 May at the Four Seasons Hotel in Riyadh under the theme: “The Future of Occupational Safety and Health.”   Mr. Al-Duailej noted that the Authority is working to enhance the airport work environment through an integrated system of advanced technologies. These include intelligent monitoring systems for working conditions linked to real-time surveillance cameras, predictive analytics based on big data to identify risk indicators, training programs utilizing virtual and augmented reality technologies, and smart geolocation systems to track vehicles and equipment on the airside — all contributing to improved traffic management and collision prevention.   H.E. noted that GACA implements executive regulations aligned with the Ministry of Human Resources and Social Development (HRSD)’s frameworks, covering safe workplace requirements, use of protective equipment, regulated working hours, mandatory training, incident reporting and investigation, and comprehensive risk assessment and management. These efforts aim to maintain a balanced approach between sectoral growth and the safety of national human capital.   H.E. also highlighted that GACA requires airport operators and air service providers to implement effective Safety Management Systems (SMS), conduct precise and periodic risk assessments for construction projects, and deliver comprehensive awareness and training programs for all operational personnel. The emergency response teams are also being prepared in line with the highest international standards.   Furthermore, GACA maintains strategic relationships with several international organizations including the International Civil Aviation Organization (ICAO), the International Air Transport Association (IATA), and Airports Council International (ACI), along with aviation authorities worldwide. These partnerships support the exchange of best practices, organization of joint training programs, participation in international secondment schemes, support for research and studies on occupational hazards, and the development of smart solutions such as AI applications and predictive monitoring to enhance safety performance.   It is worth noting that the 7th Global Occupational Safety and Health Conference (GOSH7) serves as a leading scientific platform to explore the future of occupational safety globally. The conference aims to develop preventive policies and procedures, facilitate the exchange of international experiences, and showcase the latest technologies that contribute to safe and sustainable work environments aligned with development and quality of life objectives.

The General Authority of Civil Aviation (GACA) organized a workshop today at its Riyadh headquarters, in the presence of GACA President H.E. Abdulaziz Al-Duailej, and attended by the newly appointed Ambassadors of the Custodian of the Two Holy Mosques to the Union of the Comoros, the Oriental Republic of Uruguay, Bangladesh, the Republic of Mozambique, and the United Mexican States. H.E. Al-Duailej welcomed the ambassadors, congratulating them on the royal trust bestowed upon them and wishing them success in their missions. The workshop featured a comprehensive presentation on the National Aviation Sector Strategy and its pivotal role in realizing the objectives of Saudi Vision 2030—positioning Saudi Arabia as a global aviation hub leveraging its strategic geographic location connecting three continents. The session also included a briefing for Their Excellencies the ambassadors on GACA’s bilateral and multilateral international relations, along with a discussion on the Authority’s integration with the work of diplomatic missions—both of which contribute to achievement of the strategy and to the strengthening of Saudi Arabia's global connectivity.

The President of the General Authority of Civil Aviation (GACA), H.E. Mr. Abdulaziz bin Abdullah Al-Duailej, met today with H.E. Mr. Gerry Cunningham, Ambassador of Ireland to Saudi Arabia, at GACA’s headquarters in Riyadh. The two sides discussed topics of mutual interest and explored ways to strengthen bilateral cooperation in the civil aviation sector.