Complaints & Suggestions
Laws & RegulationsGACA issues the classification of air transport service providers and airports for the month of May
June 21, 2023
The General Authority of Civil Aviation issues the classification of air transport and airport service providers for the month of May.
Today, the General Authority of Civil Aviation issued the classification index of air transport and airport service providers based on the number of complaints filed by passengers with the authority during May 2023.
The index revealed a total of 811 complaints filed by passengers against airlines in the previous month. The index indicated that Saudi Arabian Airlines had the fewest complaints among airlines, with 18 complaints per 100,000 passengers, and a complaint resolution rate of 97% within the specified timeframe for May. On the other hand, Flynas ranked second with 25 complaints per 100,000 passengers and a complaint resolution rate of 91%. Thirdly, Flyadeal had 36 complaints per 100,000 passengers with a complaint resolution rate of 90%. The most common categories of complaints in May were baggage services, followed by tickets and flights.
The authority clarified that the issuance of the monthly report for the classification index of air transport and airport service providers aims to provide information to travelers about the performance of these service providers in addressing customer complaints. This enables travelers to choose the appropriate service provider, while promoting transparency, demonstrating the credibility of the authority, and emphasizing its commitment to passenger complaints and encouraging fair competition among air transport and airport service providers for the development and improvement of services.
It is worth mentioning that the General Authority of Civil Aviation has provided multiple communication channels around the clock to ensure interaction with travelers and airport visitors through the following contact channels: the unified call center (8001168888), WhatsApp service at 0115253333, social media accounts, email, and the website. The authority receives complaints through these channels, which vary from issuing boarding passes to handling staff, assisting persons with disabilities and limited mobility, and more.
As a support to its partners, the General Authority of Civil Aviation has prepared a booklet that includes guidelines on how to handle passenger complaints at airports, which is distributed to airport operators. The booklet specifies the controls and service-level agreements that must be adhered to for all types of complaints and inquiries. Additionally, it provides training for employees of national airlines and ground service companies who have direct contact with passengers on compliance with the executive regulations for customer rights through occasional workshops.
For more information, you can visit the Media Center to access all the news of the General Authority of Civil Aviation. To contact us, please use the following:
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