GACA Releases October 2024 Classification Of Air Transport Service Providers And Airports Based On Complaints

The General Authority of Civil Aviation (GACA) has released an index categorising air transport service providers and airports based on traveller complaints in October 2024. According to GACA, passengers filed a total of 1,029 complaints against airlines during this period. Flyadeal had the fewest complaints, with 11 per 100,000 passengers, and achieved a complaint-handling rate of 99%.

Saudi Arabian Airlines (Saudia) ranked second with 12 complaints per 100,000 passengers and also achieved a closure rate of 99%. Flynas followed closely with the same number of complaints per 100,000 passengers but reported a perfect complaint closure rate of 100%. The most common issues in September were related to luggage and boarding services, followed by ticketing problems.

Among international airports handling over six million passengers annually, King Khalid International Airport in Riyadh had the lowest complaint rate at 0.4% per 100,000 passengers. Travellers submitted only 12 complaints, all resolved promptly with a 100% handling rate. Prince Naif International Airport was noted for having the least complaints among airports serving fewer than six million passengers annually, with just two complaints and a timely resolution rate of 100%.

Bisha Airport recorded the fewest domestic airport complaints per 100,000 passengers. It received one complaint or a rate of 3%, maintaining a perfect complaint-processing rate of 100%. GACA emphasised that its monthly classification report is designed to assist travellers in making informed decisions while promoting transparency and fairness in service competition.

To support airport partners, GACA has distributed a booklet outlining guidelines for handling traveller complaints. This booklet details service agreements and rules for addressing various types of inquiries. Additionally, GACA organises regular workshops to train employees from national airlines and ground service companies on compliance with passenger protection regulations.

GACA ensures multiple communication channels are available around the clock for interaction with travellers and airport visitors. These include a unified call centre at 1929, WhatsApp service at 0115253333, official email addresses, social media accounts, and their website. These efforts aim to enhance service quality and address passenger concerns effectively.

The authority's commitment to improving services is evident through these initiatives. By fostering transparency and encouraging fair competition among service providers, GACA aims to elevate the overall travel experience for passengers across Saudi Arabia's airports.

With inputs from SPA