GACA Highlights Passenger Experience Enhancement Initiatives at International Civil Aviation Forum 2024 in Shanghai

November 21 2024

 The General Authority of Civil Aviation (GACA) participated today in a session titled "The Regulatory Authority’s Role in Transforming the Passenger Experience in the Kingdom," a segment of the International Civil Aviation Forum 2024 held in Shanghai, China, from November 21 to 22.

During the session, GACA Executive Vice President for Quality and Passenger Experience Abdulaziz Al-Dahmash explained that the authority has adopted several programs and initiatives to improve the passenger experience. These efforts are based on ambitious standards and goals aligned with global best practices and leverage data analysis and artificial intelligence (AI) to achieve the objectives of the National Aviation Strategy and the Saudi Vision 2030 in advancing the aviation sector.

He noted that Saudi Arabia is focusing on several key areas to meet the objectives of the National Aviation Strategy and to accommodate the expected rise in passenger numbers to 330 million annually by 2030. These include expanding infrastructure with the construction of new airports, such as the King Salman International Airport, enlarging existing ones to manage the growing traffic, and enhancing operational efficiency by optimizing systems to improve passenger experience.

Al-Dahmash emphasized GACA's continuing efforts to develop programs to meet passenger expectations, including the application of AI technologies like the "Digital System for Managing and Monitoring Passenger Movement" project, which enables real-time tracking of waiting times at Saudi airports.

Another initiative, he said, is the "Baggage-Free Passenger" that facilitates travel by allowing passengers to complete travel and baggage procedures from their place of residence, which has benefited over 1 million passengers and managed the transfer of more than 2 million pieces of luggage during the pilot phase.

He also highlighted that the regulatory frameworks developed by GACA have significantly improved airport services throughout the Kingdom, leading to increased passenger satisfaction. This progress has culminated in several airports receiving local and international awards, demonstrating GACA’s success in elevating passenger experience standards. Additionally, GACA has showcased its passenger experience enhancement programs at international conferences as model practices from which regulatory authorities worldwide can benefit.