Saudi Arabia’s General Authority of Civil Aviation (GACA) issued today its December classification of air transport service providers and airports to inform passengers about their performance and help them make informed choices.
GACA recorded 1,074 complaints by travelers on Saudi air carriers in December 2024. Saudia had the fewest complaints among the airlines at a rate of 20 per 100,000 travelers. The airline also recorded a complaint resolution rate of 99 percent last month.
Flyadeal came second, with 21 complaints per 100,000 travelers and a resolution rate of 100 percent. Meanwhile, Flynas came third with 24 complaints per 100,000 travelers and a resolution rate of 100 percent. The most common complaints last month were about luggage, flights and tickets.
Prince Sultan bin Abdulaziz Airport records fewest complaints
Among international airports with more than six million passengers annually, GACA revealed that King Abdulaziz International Airport in Jeddah had the fewest complaints at 20 per 100,000 travelers, and a resolution rate of 96 percent.
In international airports with less than six million passengers annually, Prince Sultan bin Abdulaziz Airport in Tabuk had the fewest complaints at one per 100,000 travelers, and a resolution rate of 100 percent.
Among domestic airports, GACA revealed that Sharurah Domestic Airport had the fewest complaints at two per 100,000 passengers and a resolution rate of 100 percent
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GACA supports airports in improving performance
GACA’s 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.
In support of its partners, 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.
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