GACA Releases Air Carrier And Airport Rankings For April 2024 Based On Passenger Feedback

The General Authority of Civil Aviation (GACA) has released its monthly classification for air transport service providers. This initiative aims to inform passengers about the performance of air transport service providers and airports. The assessment is based on complaints filed with GACA by travelers during April 2024.

In April, 924 complaints were lodged against Saudi air carriers. SAUDIA Airlines recorded the fewest complaints, with 10 per 100,000 travelers and a resolution rate of 91%. Flynas followed 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 frequent complaints in April concerned luggage, flights, and tickets. Among international airports handling more than six million passengers annually, Prince Mohammad bin Abdulaziz International Airport (Madinah Airport) had the fewest complaints, two, at 30% per 100,000 travelers, with a resolution rate of 100%.

For international airports with fewer than six 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, also with a resolution rate of 100%.

GACA reiterated that the monthly classification report aims to help passengers make informed choices and promote transparency. The authority also seeks to demonstrate its credibility in handling traveler complaints and stimulate fair competition to develop and improve services.

GACA maintains multiple communication channels open round the clock for interaction with travelers and airport visitors. These include a Unified Call Center number (1929), WhatsApp service (0115253333), email ([email protected]), social media accounts, and GACA's website.

Handling Complaints

The authority receives various complaints through these channels, including issues related to boarding passes, employee behavior, and services for persons with disabilities and limited mobility. To support its partners at the airports, GACA has prepared a booklet containing guidelines on handling traveler complaints.

This booklet has been circulated among airport operators and outlines service agreements and rules for all types of complaints and inquiries. Additionally, GACA conducts regular workshops to train employees of national airlines and ground service companies on complying with passenger protection regulations.

With inputs from SPA