GACA Issues Air Carrier and Airport Classifications for May 2024

June 22, 2024

The General Authority of Civil Aviation (GACA) has issued its May classification of air transport service providers and airports, to keep passengers apprised of their performance and help them make informed choices.

 The monthly assessment is based on the number of complaints filed with GACA by travelers.

 According to GACA, 1,318 complaints were filed by travelers on Saudi air carriers this May. SAUDIA had the fewest complaints among the airlines, 10 per 100,000 travelers, and a complaint resolution rate of 95%. Flyadeal came second, with 11 complaints per 100,000 travelers and a resolution rate of 99%. Flynas came third with 13 complaints per 100,000 travelers and a resolution rate of 100%. The most common complaints in May were about luggage, flights, and tickets.

 Among international airports with more than six million passengers annually, King Fahd Airport in Dammam had the fewest complaints, three per 100,000 travelers, and a resolution rate of 100%.

 Among international airports with less than six million passengers annually, Prince Sultan bin Abdulaziz Airport in Tabuk had the fewest complaints, one per 100,000 travelers, and a resolution rate of 100%.

 Among domestic airports, Najran Airport had the fewest complaints, two per 100,000 passengers, and a resolution rate of 100%.

 GACA reiterated that the monthly classification report aims to help passengers make informed choices, promote transparency, demonstrate its credibility and keenness to deal with travelers' complaints, stimulate fair competition, and develop and improve services.

 According to the authority, it keeps multiple communication channels open round the clock to enable interaction with travelers and airport visitors. They are: Call Center number 1929, WhatsApp service at 0115253333, email: gaca-info@gaca.gov.sa, social media accounts, and GACA's website.

 Complaints the authority receives through these channels concern boarding passes, employee behavior, and services for persons with disabilities and limited mobility.

 In support of its partners, the airports, GACA prepared a booklet containing guidelines on how to deal with traveler complaints. The booklet, which has been circulated among airport operators, sets out service agreements and the rules that must be adhered to for all types of complaints and inquiries.

 The authority also trains, through regularly held workshops, employees of national airlines and ground service companies that deal directly with travelers on how to comply with passenger protection regulations.