21 November 2024

The General Authority of Civil Aviation (GACA) has issued its classification index for air transport service providers and airports, reflecting the number of complaints filed by passengers during October 2024.

The report revealed that a total of 1,029 complaints were received regarding air carriers. Among airlines, Flyadeal recorded the fewest complaints, with 11 complaints per 100,000 passengers and a 99% complaint handling rate within the specified timeframe for October. Saudi Airlines ranked second with 12 complaints per 100,000 passengers and the same 99% timely handling rate. Flynas also registered 12 complaints per 100,000 passengers but achieved a 100% complaint handling rate. According to the index, the most common complaints were related to baggage services, followed by ticketing and flight issues.

In terms of airport performance, King Khalid International Airport in Riyadh had the fewest complaints among international airports handling more than 6 million passengers annually. It recorded just 4 complaints per 100,000 passengers (12 complaints total) and achieved a 100% complaint handling rate. Prince Nayef Airport had the lowest complaints for international airports with fewer than 6 million passengers annually, with two complaints (2% per 100,000 passengers), and a 100% timely complaint handling rate. Among domestic airports, Bisha Airport recorded the fewest complaints, with one complaint (3 per 100,000 passengers) and a 100% timely complaint handling rate.

GACA emphasized that the monthly classification index aims to inform travelers about the performance of air transport service providers and airports in resolving complaints. This initiative supports travelers in selecting suitable service providers, promotes transparency, and underscores GACA's commitment to addressing passenger concerns. Additionally, it encourages fair competition among air transport service providers and airports to improve services.

As part of its efforts to support airport partners, GACA has prepared a booklet with guidelines on managing passenger complaints at airports. This booklet, distributed to airport operators, outlines service level agreements and complaint handling protocols. Moreover, GACA has conducted workshops to train employees of national airlines and ground services companies on adhering to the executive regulations for protecting customer rights.

To enhance interaction with travelers and airport visitors, GACA offers multiple communication channels available 24/7. These include the unified call center (1929), WhatsApp service (0115253333), social media accounts, e-mail, and the official website. Passengers can file complaints on a variety of topics, such as boarding pass issuance, employee interactions, and services for individuals with disabilities or limited mobility.