GACA issues the classification of air carriers and airports for the month of September

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

GACA revealed the total number of complaints lodged by passengers against air carriers during the month of September, amounted to (355) complaints, and the index monitored that Saudi Arabian Airlines came in as the least airline company with complaints with a total of (9) complaints per 100,000 passengers, and a timely complaint processing rate that reached 74%, while Flynas came in second with (16) complaints per 100,000 passengers with a timely processing rate of 94%. Meanwhile, Flyadeal came in third with a number of complaints that reached (19) per 100,000 passengers, with a timely processing rate of 92%. 

The most common complaints for the month of September were refunding the value of tickets, cancellation of flights, then denied boarding, followed by delayed flights. 

GACA clarified that the index for rating airports for the month of September indicated that King Khalid International Airport in Riyadh had the lowest number of complaints submitted, at a rate of 1% per 100,000 passengers during the month of September, in the index of international airports in which the number of passengers exceeds 6 million passengers annually, amounting to (16) complaints and a timely processing rate of 55%.  Meanwhile. Abha International Airport also got the lowest airports in terms of complaints lodged against it, in the index of international airports where the number of passengers is less than 6 million passengers annually, with a percentage of  2% per 100,000 passengers with (4) complaints and a timely complaint processing rate that reached 100%. Furthermore, in the indicator for domestic airports, Najran Airport was the lowest airport in terms of complaints submitted to GACA, with a rate of 2% per 100,000 passengers with (1) complaint and a timely complaint processing rate of (0%).

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 travelers with information on the performance of air carriers and airports in resolving their customers' complaints. Moreover, to enable travelers to choose the appropriate service provider, in addition to enhancing transparency and demonstrate GACA’s credibility and keenness on travelers’ complaints, and stimulating 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 website. GACA receives complaints through those channels that varied between issuing boarding passes, dealing with employees, serving people with disabilities and limited movement, and a variety of other issues.

Meanwhile, through GACA’s support for its partners in success from 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, where it defines 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 for those who have a direct relationship with the travelers to abide by the executive regulations to protect the rights of customers, through workshops held for them from time to time.