Riyadh: May 20, 2024, SPA — The General Authority of Civil Aviation (GACA) has issued its monthly classification for air transport service providers, ‘to give passengers information about the performance of air transport service providers and airports’.
The assessment was based on the number of complaints filed with GACA by travelers during April 2024.
According to GACA, 924 complaints were filed by travelers on Saudi air carriers last April. SAUDIA Airlines had the fewest complaints among airlines, 10 per 100,000 travelers, and a complaint resolution rate of 91%. Flynas came second, with 16 complaints per 100,000 travelers and a resolution rate of 99%. Flyadeal came third with 18 complaints per 100,000 travelers and a resolution rate of 96%.
The most common complaints in April 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 (Madinah Airport) had the fewest co
mplaints, two, at 30% per 100,000 travelers, and a resolution rate of 100%.
Among international airports with less than 6 million passengers annually, King Abdulaziz International Airport had the fewest complaints, one, at 1% per 100,000 travelers, and a resolution rate of 100%.
Among domestic airports, Najean Airport had the fewest complaints, one, at 1% per 100,000 passengers, and a resolution rate of 100%.
GACA reiterated that the monthly classification report aims to help passengers make informed choices, promote transparency, demonstrate its 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. They are: Unified Call Center number 1929, WhatsApp service at 0115253333, email: gaca-info@gaca.gov.sa, social media accounts, and GACA’s website.
Among the complaints the authority receives th
rough these channels are those concerning boarding passes, employee behavior, and services for persons with disabilities and limited mobility.
In support of its partners, the airports, GACA prepared a booklet containing guidelines on how to deal with traveler complaints. 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 ground service companies that deal directly with travelers on how to comply with passenger protection regulations.
Source: Saudi Press Agency
