Riyadh, Saudi Arabia – A total of 1,873 complaints were filed by travelers against air carriers in Saudi Arabia last month, according to the Kingdom’s General Authority of Civil Aviation (GACA).
The GACA has released its monthly classification index for air transport service providers, based on the number of complaints filed by travelers to GACA during July 2023.
Among the airlines, SAUDIA Airlines had the fewest complaints, with 13 per 100,000 travelers, and a complaint resolution rate of 97 percent.
Flynas followed with 29 complaints per 100,000 travelers and a resolution rate of 98 percent, while Flyadeal had 167 complaints per 100,000 travelers and a resolution rate of 96 percent. The most common types of complaints in July were related to flights, tickets, and luggage services.
GACA’s index classification for airport service providers in July showed that Prince Mohammed bin Abdulaziz International Airport had the fewest complaints among international airports with more than six million passengers annually, with a rate of 1 percent per 100,000 travelers. This corresponded to seven complaints and a complaint resolution rate of 100 percent.
For international airports with less than 6 million passengers annually, Hail International Airport had the fewest complaints, with a rate of 1 percent per 100,000 travelers, amounting to one complaint, and a resolution rate of 100 percent.
In the domestic airport category, Bisha Domestic Airport had the fewest complaints, with a rate of 3 percent per 100,000 passengers, or one complaint, and a resolution rate of 100 percent.
GACA emphasized that the monthly classification report aims to provide passengers with information about the performance of air transport service providers and airports in resolving customer complaints. This information enables passengers to make informed choices, promotes transparency, demonstrates GACA’s credibility and commitment to resolving traveler complaints, and encourages fair competition among air transport service providers and airports to develop and improve services.
GACA offers multiple round-the-clock communication channels for travelers and airport visitors, including a Unified Call Center (8001168888), WhatsApp service at 0115253333, email at [email protected], social media accounts, and GACA’s website. Through these channels, the authority receives complaints regarding boarding pass issuance, employee behavior, and services for persons with disabilities and limited mobility, among others.
To support its airport partners, GACA has prepared a booklet containing guidelines on handling traveler complaints, which has been distributed to airport operators. The booklet outlines the rules and service agreements that must be followed for all types of complaints and inquiries. GACA also conducts regular workshops to train employees of national airlines and ground service companies on adhering to passenger protection regulations.