GACA applies precise standards throughout its airports to optimize and improve the pilgrims’ experience

August 5, 2019

During the current Hajj season of 1440, the General Authority of Civil Aviation (GACA) has implemented several precise standards to improve the experience of the pilgrims from the time they arrive at any of the following airports.  Be it, King Abdulaziz International Airport in Jeddah, or Prince Mohammed bin Abdulaziz International Airport in Madinah, where they’re shuttled through buses of their respective campaigns and then to the direction of their places of residence, while passing through the services provided by the Ministry of Health and finally receiving their luggage and going through customs procedures.

In order for GACA to improve its passengers experience at the airports, it keeps working according to standards and performance indicators, through which it monitors and supervises the services provided to the passengers and involve the passengers and the stakeholders in the betterment of these services.

In this regard, GACA has taken the opportunity to improve passenger’s experience as one of its top priorities in order to provide the best possible services in accordance to the best international standards.  GACA has taken upon itself to improve the level of service offered to passengers in general and services provided to the guest of Al-Rahman in particular.  This comes from GACA regulatory and supervisory role in the civil aviation sector and airports in particular.

GACA oversees the quality of Hajj services in accordance to accurate and precise standards throughout its airports.  This in an effort to overcome all difficulties that may face the pilgrims while performing the Hajj rituals, and ensuring the best quality of services provided, while communicating with the relevant authorities in the event of any observations, so it can be dealt with in a timely manner.

GACA duties of monitoring service quality and customer protection are implemented through a specialized department within GACA, and start from the pilgrims’ arrival at the terminals to the shuttling process and getting on their respective campaign buses on to their place of places of residence.  This is achieved through the cooperation of various relevant authorities at the airport to overcome any obstacles that they may face.

Moreover, in order to provide distinguished experiences that contributes to raising the satisfaction standards, GACA has supervised and evaluated the quality of services during both 1439 and 1440 Hajj season.  Furthermore, GACA is working on improving the pilgrims’ experience at King Abdulaziz International Airport in Jeddah around the clock from 22/11/1439 and until 5/11/1440.

It is worth noting, the GACA is keen to highlight its achievement in developing and improving the services provided to all its passengers throughout the Kingdom airports.  An achievement that is considered to be at advanced and competitive level to the best of international standards.

In the past few years, the Kingdom succeeded in providing the necessary requirements for the convenience of the pilgrims and continuously kept developing its service and elevating them to high international quality.  To this, the Kingdom is benefiting from its rich accumulated experience in crowd management and has succeeded in achieving a remarkable success rate.  This has made the Hajj experience easier, including the journey of obtaining visa abroad; obtaining permits for the pilgrims coming from within the country, and all requirements needed in the two holy cities of Makkah and Madinah, and sacred places.