GACA issues the classification of air carriers and airports for the month of August
15 september 2021
The General Authority of Civil Aviation (GACA) issued today an index for the classification of air carriers and airports based on the number of complaints submitted by travelers to GACA during the month of August 2021.
GACA revealed the total complaints lodged by passengers on air carriers during the month of August, which amounted to 378 complaints, and the index monitored that Saudi Arabian Airlines came as the least airline company with complaints of (9) complaints for every 100,000 passengers and a complaint timely processing rate for the month of August which reached 64%, while flynas came in second with (16) complaints per 100,000 passengers during the past month, with a timely response rate of 78%, and flyadeal came third, with (22) complaints per 100,000 passengers, with a rate of complaint being handled in a timely manner, reaching 74%.
The most frequent complaints classifications for the month of August was refunding the value of tickets, followed by cancelled flights, then denied boarding, and delayed flights.
GACA explained that the index for rating airport service providers indicated that King Fahd International Airport in Dammam had the lowest number of complaints submitted to the authority, at a rate of 0.2% per 100,000 passengers during the month of August, in the index of international airports in which the number of passengers exceeds 6 million annually at a rate of one complaint and a timely complaint processing rate of 100%. King Abdullah International Airport in Jizan also got the lowest airport in terms of complaints submitted to GACA in the index of international airports where the number of passengers is less than 6 million passengers annually, at a rate of 2% for every 100,000 passengers, where 3 complaints were registered, and the rate of complaint processing time that reached 80%. Meanwhile, in the indicator for domestic airports, Bisha Airport was the lowest airport in terms of complaints submitted to GACA, with a rate of 4% per 100,000 passengers, which amounted to one complaint and a timely complaint processing rate of a 100%.
GACA explained that the issuance of the monthly report for the classification of air carriers and airport service providers (in terms of complaints submitted to the authority), aims to provide travelers with information on the performance of air carriers and airport service providers in resolving their customers' complaints. This to enable travelers to choose the appropriate service provider, in addition to enhancing transparency and demonstrate GACA’s credibility and keenness on travelers’ complaints, and stimulating fair competition between air carriers and airports to develop and improve services.
It is worth noting that GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport goers through the following communication channels: the unified call center (8001168888), (WhatsApp) service via the number 0115253333, social media accounts, e-mail, and the website. GACA receives complaints through those channels that varied between issuing boarding passes, dealing with employees, serving people with disabilities and limited movement, and others.
And to demonstrate GACA support for its success partners at the airports, the authority has prepared a booklet that includes instructions on how to deal with passenger complaints at airports, and circulated it to airport operators, where it defines controls and service level agreements that must be adhered to for all types of complaints and inquiries. This in addition to training employees of national airlines and ground service companies who have a direct relationship with the travelers to abide by the executive regulations to protect the rights of customers, through workshops held for them from time to time.