New Saudi passenger rights rules take effect

20 Nov 2023

Saudi Arabia's strengthened passenger protection regulations have come into force, covering millions of passenger journeys taken within and from Saudi Arabia, the General Authority of Civil Aviation (GACA) has announced. 

The new GACA regulations are designed to create a better travel experience, providing greater support at each stage of the passenger’s journey in the event of travel disruptions.

GACA has initiated the “Putting Passengers First” consumer education campaign to educate passengers on their strengthened protections, and the importance of contacting their airline to use their rights in the event of a disruption. If passengers don't receive an adequate response in seven days, they can ask GACA to investigate their complaint.

Eng Abdulaziz bin Abdullah Al Dahmash, the Vice President of GACA for Quality and Passenger Experience, emphasised the importance of these regulations, stating: “From today, passengers travelling in and from the Kingdom have enhanced protections when they are affected by travel disruptions resulting from airline delays. GACA encourages passengers to learn about the strengthened passenger rights communicated through GACA’s “Putting Passengers First” campaign, and to contact their airline when they face a disruption.

“These changes reflect GACA’s focus on putting the passenger first, through regulations that create better choice, value and service quality for passengers. By enabling a better travel experience, these regulations support the Kingdom’s broader Saudi Aviation Strategy growth agenda.” added Al Dahmash.

The new regulations encompass 30 new provisions that cover every stage of the air travel journey, covering ticketing, boarding, in-flight services, baggage handling, and catering to passengers with special needs, including those with reduced mobility. Compensation provisions have been strengthened and extended through the regulations, addressing situations like flight delays, cancellations, overbooking, and unexpected stopovers.