GACA Publishes August 2025 Air Transport Complaint Index Highlighting Service Quality

The General Authority of Civil Aviation (GACA) has released its air transport service provider and airport classification index for August 2025. This index is based on 2,313 passenger complaints submitted during the month. GACA aims to enhance transparency, address passenger issues, and encourage fair competition among service providers to improve their offerings.

Among the airlines, Saudia Airlines had the fewest complaints, with 37 per 100,000 passengers and a resolution rate of 98%. Flynas followed with 42 complaints per 100,000 passengers and a perfect resolution rate of 100%. Flyadeal was third with 43 complaints per 100,000 passengers and also achieved a 100% resolution rate.

King Abdulaziz International Airport in Jeddah received the least complaints among international airports handling over six million passengers annually. It recorded 24 complaints per 100,000 passengers and resolved 96% of them promptly. King Abdullah bin Abdulaziz International Airport in Jizan had the lowest complaint rate among smaller international airports, with two complaints per 100,000 passengers and a full resolution rate.

In the domestic airport category, King Saud Airport in Al-Baha reported the fewest complaints at two per 100,000 passengers. It achieved a complete resolution rate of 100%. These statistics reflect GACA's efforts to ensure high service standards across various airports.

To further enhance service quality, GACA provides airport operators with guidelines for managing passenger complaints. These guidelines include service level agreements. Additionally, workshops are conducted for employees of national airlines and ground handling companies to train them on customer rights regulations.

Passengers can share their feedback through several channels available around the clock. These include a unified call center at (1929), WhatsApp at (0115253333), social media platforms, email communication, and GACA's official website.

This structured approach by GACA not only addresses current issues but also sets a foundation for continuous improvement in air travel services within Saudi Arabia.

With inputs from SPA