The Saudi General Authority of Civil Aviation (GACA) has made public its monthly report ranking air transport service providers. This index is derived from the volume of grievances lodged by customers throughout December 2023. The findings reveal that air carriers in Saudi Arabia received a total of 1,308 complaints for that month.
Flynas emerged as the top performer, recording the least number of complaints at a rate of 42 per 100,000 passengers, along with achieving a perfect complaint resolution score of 100%. Following closely was SAUDIA Airlines, with a complaint frequency of 61 per 100,000 passengers and a 99% resolution rate. Flyadeal stood third, with 65 complaints per 100,000 passengers and a resolution success rate of 96%. Issues related to baggage, flights, and tickets were identified as the most frequent causes of customer dissatisfaction.
When evaluating international airports handling over six million passengers per year, Prince Mohammad bin Abdulaziz International Airport was distinguished for having the lowest number of complaints—merely five, equating to 1% per 100,000 passengers, coupled with a resolution rate that also reached 100%.
Amongst airports with a passenger volume below six million, Abha International Airport reported the least complaints with six, translating to 2% per 100,000 passengers, and maintaining a resolution rate of 100%. As for domestic airports, Najran Airport registered the fewest complaints at two, marking 3% per 100,000 passengers, and similarly upheld a 100% resolution rate.
GACA’s monthly classification report is aimed at providing passengers with transparent information on the performance of airlines and airports to facilitate informed decision-making, encourage competition, and foster the enhancement of service quality. The authority emphasizes its commitment to transparency and responsiveness to travelers’ complaints, with the goal of fostering a fair and competitive environment.
GACA maintains a variety of communication avenues available 24/7 to engage with travelers and visitors of airports. These include a Unified Call Center, WhatsApp service, email, social media platforms, and the GACA website. Complaints received through these channels cover a range of issues, including boarding pass problems, staff conduct, and services for individuals with disabilities or restricted mobility.
To support its airport partners, GACA has compiled a guideline booklet on managing traveler complaints at airports. This manual, which has been disseminated among airport operators, outlines service standards and the necessary protocols for addressing all types of complaints and inquiries. Additionally, GACA conducts regular workshops aimed at training personnel from national airlines and ground service companies in adhering to passenger protection regulations.