RIYADH, SAUDI ARABIA – The General Authority of Civil Aviation (GACA) issued its monthly classification index for air transport service providers, based on the number of complaints filed with GACA by travelers during December 2023.
According to GACA, 1,308 complaints were filed by travelers on Saudi air carriers last December.
Flynas had the fewest complaints among airlines, 42 per 100,000 travelers and a complaint resolution rate of 100 percent.
SAUDIA Airlines came second, with 61 complaints per 100,000 travelers and a resolution rate of 99 percent.
Flyadeal came third with 65 complaints per 100,000 travelers and a resolution rate of 96 percent.
The most common complaints in December were about luggage, flights and tickets.
According to the index, among international airports with more than six million passengers annually, Prince Mohammad bin Abdulaziz International Airport had the fewest complaints (5), at 1 percent per 100,000 travelers and a resolution rate of 100 percent.
Among international airports with less than 6 million passengers annually, Abha International Airport had the fewest complaints (6), at 2 percent per 100,000 travelers, and a resolution rate of 100 percent.
Regarding domestic airports, Najran Airport had the fewest complaints (2), at 3 percent per 100,000 passengers and a resolution rate of 100 percent.
GACA reiterated that the monthly classification report aims to give passengers information about the performance of air transport service providers and airports in order for them to make informed choices, promote transparency.
It also demonstrates GACA’s credibility and keenness to deal with travelers’ complaints, stimulate fair competition, and develop and improve services.
According to the authority, it keeps multiple communication channels open round the clock to enable interaction with travelers and airport visitors.
Among the complaints the authority receives through these channels are those concerning boarding passes, employee behavior, and services for persons with disabilities and limited mobility.
GACA also prepared a booklet containing guidelines on how to deal with traveler complaints at airports.
The booklet, which has been circulated among airport operators, sets out service agreements and the rules that must be adhered to for all types of complaints and inquiries.
The authority also trains, through regularly held workshops, employees of national airlines and of ground service companies that deal directly with travelers on how to comply with passenger protection regulations.