GACA issues its classification for air transport service providers and airports
Today, the General Authority of Civil Aviation (GACA) issued an index to classify air transport service providers and airports based on the number of complaints filed by travelers to the authority during the month of March 2021.
The index monitored the total complaints lodged by travelers to GACA during the month of March on air carriers, which amounted to (47) complaints per 100,000 passengers, and Saudi Airlines came in with the least complaints with three complaints per 100,000 passengers and the closure rate of those complaints amounted to 91%, Flynas came in second, with (10) complaints during March, with a closure rate of 91%, and thirdly, flyadeal, recorded (34) complaints with a closing rate of 83%, while the most popular classification of complaints for the same month came about canceling and delaying flights, plus additional fees on tickets.
The index revealed that King Abdullah bin Abdulaziz Airport in Jizan came with the lowest complaints for every 100,000 passengers in the index with one complaint and it was closed by the airport by 100%, while the second number of complaints was submitted to the airport in Riyadh, and it was closed by 79%. The following airports, respectively, came as the lowest complaints for every 100,000 passengers: (Taif International Airport, King Fahd International Airport, Prince Mohammed bin Abdulaziz International Airport, Abha International Airport, Al-Jouf International Airport, Prince Abdul Mohsen bin Abdulaziz International Airport, Prince Sultan bin Abdulaziz International Airport, Bisha Airport, King Abdulaziz International Airport, Prince Nayef bin Abdulaziz International Airport, Hail International Airport, Prince Abdul Majeed bin Abdulaziz International Airport, Turaif Airport, Al-Ahsa International Airport).
GACA clarified that the aim of issuing the classification index of service providers for air transport providers and airports (in terms of complaints filed to the authority) is to provide information to travelers on the performance of air transport service providers and the ability of airports in resolving those complaints. This in order for travelers to choose the appropriate service provider, as well as to enhance transparency and competitiveness between air transport service providers and airports to develop and improve services. Moreover, a tool in providing the opportunity for research entities and those interested to conduct research and studies that would improve the services provided to travelers.