Complaints & Suggestions
Laws & RegulationsGACA issues a classification of air transport service providers and airports for the month of June
20th of July
The General Authority of Civil Aviation issued its monthly classification index for air transport service providers, based on the number of complaints filed by travelers to the Authority during June 2023.
The Authority revealed the total complaints filed by travelers on air carriers during last June, which amounted to 813 complaints. The index noted that Saudi Arabian Airlines had the fewest complaints among airlines, with 16 complaints per 100,000 travelers, and a complaint resolution rate of 97%. Flynas came second, with 26 complaints per 100,000 travelers, and a resolution rate of 95%. Flyadeal came third, with 37 complaints per 100,000 travelers, and a resolution rate of 93%. The most common types of complaints in June were about flights, tickets, and luggage services.
The Authority explained that the index classification of airport service providers for last June showed that Prince Mohammed bin Abdulaziz International Airport had the fewest complaints, with a rate of 1% per 100,000 travelers in June, according to the index for international airports with more than 6 million passengers annually. This corresponded to 6 complaints, and a complaint resolution rate of 100%. Abha International Airport also had the fewest complaints among the international airports with less than 6 million passengers annually, with a rate of 2% per 100,000 travelers, 8 complaints, and a resolution rate of 100%. As for the index for domestic airports, King Saud Airport had the fewest complaints, with a rate of 3% per 100,000 passengers, one complaint, and a resolution rate of 100%.
GACA reiterated that the issuance of the monthly classification report aims to provide passengers with information about the performance of air transport service providers and airports in resolving their customers' complaints. This allows passengers to make informed choices, promotes transparency, shows the credibility of the Authority, its keenness on travelers' complaints, and stimulates fair competition among air transport service providers and airports to develop and improve services.
The Authority noted that it provides multiple 24/7 communication channels to ensure interaction with travelers and airport visitors through the following communication channels: the Unified Call Center (8001168888), WhatsApp service at the number 0115253333, social media accounts, email, and the authority’s website. The Authority receives complaints through these channels that vary from boarding pass issuance, employee behavior, service for persons with disabilities and limited mobility, among others.
Furthermore, in support of its success partners airports, the General Authority of Civil Aviation has prepared a booklet containing guidelines on how to deal with traveler complaints at airports, which has been circulated to airport operators. It sets out the rules and service level agreements that must be adhered to for all types of complaints and inquiries. In addition to training employees of national airlines and ground services companies, who are directly related to travelers, to adhere to the passenger protection regulations, through holding regular workshops.