GACA Publishes March 2025 Rankings For Air Transport Service Providers And Airports Based On Passenger Complaints

The General Authority of Civil Aviation (GACA) has unveiled its latest ranking index for air transport service providers and airports. This index is based on complaints lodged by travellers in March 2025. A total of 965 complaints were filed against airlines during this period. Flynas emerged with the fewest complaints, registering 19 per 100,000 passengers and achieving a 100% on-time complaint resolution rate.

Saudia followed closely behind Flynas, also recording 19 complaints per 100,000 passengers but with a slightly lower on-time resolution rate of 99%. Flyadeal ranked third, with 30 complaints per 100,000 passengers and a perfect complaint resolution rate. The most frequent issues reported in March involved baggage services, ticketing, and boarding procedures.

Among international airports handling over six million passengers annually, King Khalid International Airport in Riyadh had the lowest complaint rate at just 1% per 100,000 passengers. This translated to only 16 complaints, all resolved promptly. For airports serving fewer than six million passengers annually, Taif International Airport recorded the fewest complaints at the same rate of 1% per 100,000 passengers, with only one complaint received and resolved efficiently.

Domestic Airports and GACA Initiatives

In the domestic airport category, Arar Airport stood out with the least number of complaints at 3% per 100,000 passengers. This equated to one complaint which was resolved swiftly. GACA emphasises that these rankings aim to inform travellers about service provider performance in addressing customer grievances. This initiative promotes transparency and encourages competition to enhance service quality.

To support airport partners further, GACA has developed a comprehensive guidebook detailing how to manage passenger complaints effectively at airports. This guide includes standards for handling complaints and outlines service level agreements. Additionally, national airline employees and ground staff who directly interact with passengers are receiving training through workshops focused on Compliance with Customer Protection Regulations.

This structured approach by GACA underscores its commitment to improving passenger experiences by ensuring efficient complaint handling and fostering fair competition among service providers.

With inputs from SPA