GACA Issues Air Carriers, Airports Classifications

December 20, 2024

The General Authority of Civil Aviation (GACA) has issued the classification index for air transport service providers and airports to inform passengers about their performance and help them make informed choices. The assessment is based on the number of complaints filed with GACA by travelers.

 According to GACA, 928 complaints were filed by travelers on Saudi air carriers in November. Flyadeal had the fewest complaints among the airlines, 11 per 100,000 travelers, and a complaint resolution rate of 99%. Low-cost carrier flynas was second, with 12 complaints per 100,000 travelers and a resolution rate of 100%. Saudi Arabian Airlines (Saudia) was third with 13 complaints per 100,000 travelers and a resolution rate of 99%. The most common complaints in November were about luggage, flights, and tickets.

 According to the report, King Khalid International Airport in Riyadh had 13 complaints, a remarkably low complaint rate of 0.4% per 100,000 passengers, and a 100% complaint resolution rate, despite serving over 6 million annual passengers.

 With nearly 6 million annual passengers, Prince Sultan Bin Abdulaziz International Airport had a complaint rate of 0.4% per 100,000 passengers and a 100% complaint resolution rate. King Saud Airport had the lowest complaints among domestic airports, with a complaint rate of 3 per 100,000 passengers and a 100% complaint resolution rate.

 GACA reiterated that the monthly classification report aims to help passengers make informed choices, promote transparency, demonstrate its credibility and keenness to deal with travelers' complaints, stimulate fair competition, and develop and improve services.

 According to the authority, multiple communication channels are kept open around the clock to enable interaction with travelers and airport visitors. They are: Call Center number 1929; WhatsApp service at 0115253333; email at gaca-info@gaca.gov.sa; social media accounts; and GACA's website.

 Through these channels, the authority receives complaints concerning boarding passes, employee behavior, and services for persons with disabilities and limited mobility.

 In support of its partnering airports, GACA prepared a booklet containing guidelines on handling traveler complaints. The booklet, which was circulated among airport operators, sets out service agreements and the rules for all types of complaints and inquiries.

 Through regularly held workshops, GACA trains employees of national airlines and ground service companies that deal directly with travelers on how to comply with passenger protection regulations.