GACA Publishes December 2024 Classifications For Air Carriers And Airports In Saudi Arabia

The General Authority of Civil Aviation (GACA) has released its December evaluation of air transport service providers and airports. This report aims to inform passengers about performance metrics, helping them make better travel decisions. The assessment is based on complaints filed by travellers with GACA. In December 2024, there were 1,074 complaints against Saudi air carriers.

SAUDIA had the lowest complaint rate among airlines, with 20 complaints per 100,000 travellers and a resolution rate of 99%. Flyadeal followed closely with 21 complaints per 100,000 travellers and a perfect resolution rate of 100%. Flynas ranked third with 24 complaints per 100,000 travellers and also achieved a resolution rate of 100%.

Among international airports handling over six million passengers annually, King Abdulaziz International Airport in Jeddah reported the fewest complaints at 20 per 100,000 travellers. It achieved a resolution rate of 96%. For international airports with fewer than six million passengers annually, Prince Sultan bin Abdulaziz Airport in Tabuk recorded just one complaint per 100,000 travellers and resolved all issues completely.

In the domestic category, Sharurah Domestic Airport stood out with only two complaints per 100,000 passengers and a full resolution rate of 100%. These statistics highlight the effectiveness of these airports in addressing passenger concerns efficiently.

GACA emphasises that its monthly classification report is designed to assist passengers in making informed choices. It aims to promote transparency and demonstrate GACA's commitment to addressing traveller complaints. The authority encourages fair competition while striving to enhance service quality.

To facilitate communication with travellers and airport visitors, GACA offers multiple channels available around the clock. These include a call centre at number 1929, WhatsApp service at 0115253333, email at [email protected], social media accounts, and GACA's website. Through these platforms, GACA receives various complaints related to boarding passes, employee conduct, and services for individuals with disabilities or limited mobility.

Guidelines and Training Initiatives

In collaboration with its airport partners, GACA has developed a booklet containing guidelines for handling traveller complaints. This booklet outlines service agreements and rules for managing different types of inquiries. It has been distributed among airport operators to ensure compliance.

The authority also conducts regular workshops to train employees from national airlines and ground service companies on adhering to passenger protection regulations. These training sessions aim to improve how staff interact with travellers directly.

The most common issues raised in May involved luggage handling, flight operations, and ticketing processes. By addressing these concerns proactively through various initiatives and communication channels, GACA seeks to enhance overall passenger satisfaction across Saudi Arabia's aviation sector.

With inputs from SPA