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

The General Authority of Civil Aviation (GACA) recently released a report detailing the number of complaints lodged by passengers against air transport service providers and airports in September 2024. The report revealed that a total of 1,273 complaints were filed against airlines during this period.

Saudi Arabian Airlines (Saudia) received the fewest complaints, with 29 per 100,000 passengers, and managed to resolve all issues promptly. Flyadeal followed closely with the same complaint rate and also achieved a 100% resolution rate. Flynas ranked third, with 31 complaints per 100,000 passengers, maintaining a similar closure rate.

In terms of airport performance, King Khalid International Airport in Riyadh had the lowest complaint rate among international airports handling over six million passengers annually. It recorded just 0.3% complaints per 100,000 passengers, with all resolved efficiently. Prince Naif International Airport was noted for having the least complaints among smaller international airports, with a rate of 1% per 100,000 passengers.

For domestic airports, Arar Airport reported the lowest complaint figures, with only one complaint or a rate of 3% per 100,000 passengers. This airport also achieved a perfect record in timely complaint processing.

GACA emphasised that its monthly classification report is designed to assist travellers in making informed decisions by promoting transparency and credibility. The report aims to encourage fair competition and enhance service quality across the aviation sector.

To support these goals, GACA has distributed a booklet to airport operators outlining guidelines for handling traveller complaints. This booklet includes service agreements and rules for addressing various types of inquiries and grievances.

Training and Communication Initiatives

GACA conducts regular workshops for employees of national airlines and ground service companies who interact directly with travellers. These workshops focus on compliance with passenger protection regulations to ensure high standards are maintained.

The authority has established multiple communication channels available around the clock to facilitate 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 GACA's website.

This comprehensive approach underscores GACA's commitment to improving passenger experiences by addressing concerns swiftly and effectively while fostering an environment of transparency and accountability within the aviation industry.

With inputs from SPA