GACA issues a classification of air transport and airport service providers for March 2024

April 21, 2024

Today, the General Authority of Civil Aviation (GACA) issued a classification index for air transport and airport service providers, based on the number of complaints that travelers submitted to GACA during March 2024.

GACA revealed that passengers on air carriers filed a total of 924 complaints in March. Data further revealed that Saudi Airlines had the fewest complaints, with 10 complaints for every 100,000 passengers, reaching an 85 percent rate of timely complaint handling. Flynas came second with 13 complaints for every 100,000 passengers, and a timely complaint handling rate of 100 percent. Flyadeal came third, with 14 complaints for every 100,000 passengers, and a timely complaint processing rate of 97 percent. The most frequently reported complaints in  March related to luggage services, followed by tickets, then flights.

GACA’s airport service providers’ classification index for March indicated that Prince Muhammad bin Abdulaziz International Airport in Medina had the lowest number of complaints filed with GACA, at a rate of 0.1 percent per 100,000 passengers, in the index for international airports. At international airports where the number of passengers is less than 6 million passengers annually, a rate of 1 percent for every 100,000 passengers represents one complaint. Thus, Prince Muhammad bin Abdulaziz International Airport in Medina, which receives 6 million passengers annually, had one complaint, and a 100 percent rate of handling complaints on time.

In the special index, Prince Nayef International Airport was the airport with the lowest number of complaints submitted to GACA.

In the index for domestic airports, Bisha Airport ranked lowest for complaints submitted to GACA, with  a rate of 4 percent for every 100,000 passengers – i.e., one complaint – and a 100 percent rate of timely processing of complaints.

GACA issues monthly reports on the classification index of air transport and airport service providers in terms of complaints submitted to GACA in order to inform travelers about the performance of air transport service providers and airports in resolving their customers’ complaints. This information helps travelers choose the appropriate service provider. It also enhances transparency and demonstrates GACA’s credibility and concern for travelers’ complaints. Releasing such information additionally stimulates fair competition between air transport service providers and airports to develop and improve services.

GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport visitors through a number of communication channels. These include the unified call center (1929), the WhatsApp service at 0115253333, as well as social media accounts, email, and the website. Complaints vary between matters related to boarding passes, dealing with employees, and serving people with disabilities and limited mobility, among others.

GACA has prepared a booklet with instructions on how to deal with passenger complaints at airports, which was circulated to airport operators. The booklet specifies controls 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 service companies who have a direct relationship with travelers. GACA also holds workshops from time to time, to train relevant staff on how to adhere to the executive regulations to protect customers’ rights.