GACA: Passenger's Level of Satisfaction is 66% in Riyadh, Jeddah and Dammam airports


Riyadh, 7 January 2018
General Authority of Civil Aviation revealed a statistic about passenger’s level of satisfaction during December 2017, where more than 450 thousand passengers participated. 75% was the rate of satisfaction with the provided services at king Khaled International airport, while 59% at King Abdulaziz airport, and 71% at King Fahad International airport. The overall rate of the three airports reached 66%. The Quality and Customer Protection department adopted surveys and high reliability tools to ensure and know the passenger's level of  satisfaction with the provided services, and adopted four criteria in the preliminary stage which are airport’s facilities hygiene, travel procedures and ground services, catering, shopping and logistics services in lounges, and lastly accuracy of flight schedules, said Eng. Abdulaziz Abdullah Aldahmash, General Manager of the department.

He also indicated that GACA believes the provided services do not meet our ambitions and expectations, but with the coordination with the airports we are working to improve them as well as building more high reliability tools to measure the quality of the services and passenger's satisfaction. 
 
Aldahmash assured that the authority knows the importance of improving the quality of services, therefore the department of quality and customer protection was established. This department concerns with quality and the achievement of its international standards through the application of best global practices in the passenger services quality, the evaluation of the current services, analyze the survey's data, fields tours, customers level of satisfaction reporting and their feedback on the services provided, which contribute in the evaluation of the level of services, and then find solutions and check their feasibility in improving and developing services.
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