The General Authority of Civil Aviation (GACA) has released a classification index for air transport service providers and airports, aimed at informing passengers about their performance and assisting them in making informed decisions.
The assessment is based on the number of complaints filed with GACA by travelers. According to GACA, 928 complaints were filed by travelers on Saudi air carriers in November.
Flyadeal received the fewest complaints among airlines, with just 11 complaints per 100,000 travelers and a complaint resolution rate of 99 percent. Low-cost carrier flynas followed closely, with 12 complaints per 100,000 travelers and a perfect resolution rate of 100 percent.
Saudi Arabian Airlines (Saudia) ranked third, with 13 complaints per 100,000 travelers and a resolution rate of 99 percent. The most frequent complaints in November were related to luggage, flights, and ticketing issues.
According to the report, King Khalid International Airport in Riyadh recorded just 13 complaints, resulting in an exceptionally low complaint rate of 0.4 percent per 100,000 passengers, with a perfect 100 percent complaint resolution rate, despite serving over 6 million passengers annually.
Similarly, Prince Sultan Bin Abdulaziz International Airport, also handling nearly 6 million annual passengers, had a complaint rate of 0.4 percent per 100,000 passengers and a 100 percent resolution rate. King Saud Airport reported the fewest complaints among domestic airports, with a rate of just 3 complaints per 100,000 passengers, also achieving a 100 percent resolution rate.
GACA emphasized that the monthly classification report is designed to assist passengers in making informed decisions, promote transparency, showcase its commitment to addressing travelers’ complaints, encourage fair competition, and support the development and enhancement of services.
The authority stated that multiple communication channels are available 24/7 to facilitate interaction with travelers and airport visitors. These channels allow the authority to receive complaints regarding issues such as boarding passes, employee behavior, and services for passengers with disabilities or limited mobility.
To support its partner airports, GACA has developed a booklet with guidelines for handling traveler complaints. Distributed to airport operators, the booklet outlines service agreements and establishes procedures for addressing various types of complaints and inquiries.
Additionally, GACA conducts regular workshops to train employees of national airlines and ground service companies, ensuring they comply with passenger protection regulations and effectively manage traveler concerns.
