GACA Publishes August 2024 Classifications For Air Carriers And Airports Based On Complaints

The General Authority of Civil Aviation (GACA) has released its monthly classification for air transport service providers. This report aims to inform passengers about the performance of airlines and airports. The evaluation is based on complaints filed with GACA by travellers during August 2024. A total of 1,505 complaints were lodged against Saudi air carriers in that month.

SAUDIA Airlines recorded the fewest complaints, with 13 per 100,000 travellers, and achieved a complaint resolution rate of 100%. Flynas followed with 17 complaints per 100,000 travellers and also resolved all complaints. Flyadeal came third with 23 complaints per 100,000 travellers and a similar resolution rate.

Among international airports handling over six million passengers annually, King Khalid International Airport had the lowest complaint rate at five per 100,000 travellers, resolving all issues. For airports with fewer than six million passengers annually, Abha International Airport had just two complaints per 100,000 travellers, maintaining a perfect resolution rate.

Bisha Airport led among domestic airports with only one complaint per 100,000 passengers and a complete resolution rate. The most frequent issues reported in August involved luggage, flights, and tickets.

GACA emphasised that its monthly classification report is designed to help passengers make informed decisions. It promotes transparency and showcases GACA's dedication to addressing traveller complaints. The report also aims to encourage fair competition and enhance service quality.

The authority maintains several communication channels open around the clock for interaction with travellers and airport visitors. These include a Unified Call Center at number 1929, WhatsApp service at 0115253333, email at [email protected], social media accounts, and GACA's website.

Guidelines and Training Initiatives

To support airport partners, GACA has distributed a booklet outlining guidelines for handling traveller complaints. This booklet details service agreements and rules applicable to various types of complaints and inquiries.

The authority conducts regular workshops to train employees of national airlines and ground service companies on complying with passenger protection regulations. These sessions focus on improving interactions with travellers by adhering to set standards.

Complaints received through GACA's channels often concern boarding passes, employee behaviour, and services for persons with disabilities or limited mobility. By addressing these issues effectively, GACA aims to enhance overall passenger experience.

With inputs from SPA