GACA issues its classification of air carriers and airports for the month of October

 The General Authority of Civil Aviation (GACA) issued an index for the classification of air carriers and airports based on the number of complaints submitted by travelers to the authority during the month of October 2021.

GACA revealed that the total number of complaints lodged by passengers against air carriers during the month of October, amounted to 371 complaints, and Saudi Arabian Airlines came with the least number of complaints, with (7) complaints for every 100,000 passengers and a timely complaint processing rate of 82%, while Flyadeal came in second with (16) complaints for every 100,000 passengers, with a timely complaint handling rate of 91%. Meanwhile, Flynas came in third, with (18) complaints for every 100,000 passengers, with a timely complaint handling rate of 96%.  

The most common complaints for the month of October, was refunding the value of tickets, followed by cancellation of flights, then denied boarding, and delaying flights.

GACA explained that the index for rating airports for the month of October indicated that King Khalid International Airport in Riyadh had the least number of complaints submitted to the authority, at a rate of 1% per 100,000 passengers, this in the index of international airports, where the number of passengers exceeds 6 million annually, with 14 complaints and a timely complaints response rate of 40%. Abha International Airport also got the least number of complaints submitted to the authority in the index of international airports where the number of passengers is less than 6 million annually, with a percentage of  1% per 100,000 passengers with 2 complaints and a timely complaint processing rate of 100%. Meanwhile, in the indicator for domestic airports, King Saud Airport had the least number of complaints filed with GACA, with a rate of 4% per 100,000 passengers with one complaint and a timely complaints processing rate of 100%.

GACA explained that the issuance of the monthly report for the classification of air carriers and airports (in terms of complaints submitted to the authority), aims to provide information to travelers about the performance of air carriers and airports in resolving their customers' complaints. This to enable travelers to choose the appropriate service provider, in addition to enhancing transparency and demonstrating GACA’s credibility and stimulate fair competition between air carriers and airports to develop and improve services.

It is worth noting that GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport goers through the following communication channels: the unified call center (8001168888), (WhatsApp) service via the number 0115253333, social media accounts, e-mail, and the official website. GACA receives complaints through those channels that varied between issuing boarding passes, dealing with employees, serving people with disabilities and limited movement, and others.

And in an effort by GACA to support its success partners at the airports, the authority has prepared a booklet that includes instructions on how to deal with passenger complaints at airports, and circulated it to airport operators, as it specifies controls and service level agreements that must be adhered to for all types of complaints and inquiries. This in addition to training employees of national airlines and ground service companies who have a direct contact with travelers to abide by the executive regulations to protect the rights of customers, through workshops held for them from time to time.