GACA issues the Beneficiary Care Center statistics report from the beginning of the year until the end of the third quarter of 2024

October 29, 2024

The General Authority of Civil Aviation (GACA) issued a report on the statistics of the Beneficiary Care Center from the beginning of the year to the third quarter of 2024. The report revealed that the center handled 220,537 interactions through communication channels, including 113,224 calls received via the unified number, 19,337 messages via e-mail, 13,127 direct conversations via the X platform, 48,765 interactions via the website, 25,707 automated and direct conversations via WhatsApp, in addition to 377 interactions conducted in sign language.

The Beneficiary Care Center operates according to the highest quality standards. The average response speed to the customer is 5 seconds, with an average call duration of 3 minutes and 35 seconds. The percentage of lost calls stands at just 1% of total interactions, as all requests received by the center are followed up. A team of ambitious professionals from the nation work within the Beneficiary Care Center.

The center serves the deaf through video calls, and all services are provided in sign language, ensuring direct interaction with service representatives. These interactions occur within a secure channel that maintains their privacy, addresses their needs, and includes their feedback through a customer satisfaction survey at the end of each interaction.

The General Authority of Civil Aviation aims to enhance communication with travelers through various channels, ensuring their satisfaction with 24/7 availability. The Beneficiary Care Center is committed to strengthening the Authority's supervisory role by utilizing advanced technologies to monitor all operational processes and interactions continuously. It also analyzes data and beneficiary feedback to track performance standards across all channels.

Notably, last September, the Authority's Beneficiary Care Center was awarded the Saudi Quality Certificate "Hayak" issued by the Saudi Standards, Metrology, and Quality Organization. This recognition highlights the center’s excellence in applying the highest quality standards in line with quality management systems for serving beneficiaries in various facilities.