GACA Releases Airline And Airport Rankings For February 2024 Based On Passenger Feedback

The General Authority of Civil Aviation (GACA) recently unveiled its monthly assessment for air transport service providers, aimed at offering passengers insights into the performance of airlines and airports. This initiative, part of GACA's commitment to transparency and service improvement, is based on the volume of complaints received from travelers during February 2024. A total of 1,011 grievances were lodged against Saudi air carriers in this period.

Flynas emerged as the top performer among airlines, recording the lowest number of complaints at 10 per 100,000 travelers, alongside a perfect complaint resolution rate of 100%. Close behind was SAUDIA Airlines, with 11 complaints per 100,000 travelers and an 84% resolution rate. Flyadeal claimed the third spot with 13 complaints per 100,000 travelers and a commendable resolution rate of 96%. The primary issues reported by passengers included concerns related to luggage, flights, and tickets.

In the realm of airport services, King Khalid International Airport led among international airports handling over six million passengers annually. It registered the fewest complaints at 20, equating to 1% per 100,000 travelers, and achieved a resolution rate of 100%. For international airports with a passenger count below six million annually, Prince Sultan International Airport stood out with the least complaints - two at a rate of 1% per 100,000 travelers and a perfect resolution rate. Among domestic airports, Gurayat Airport had the lowest complaint rate at one complaint per 5% of 100,000 passengers, also boasting a 100% resolution rate.

GACA's monthly classification report is designed to empower passengers with information to make informed choices while also fostering competition among service providers to enhance quality. The authority maintains open communication channels for feedback and complaints round the clock. These include a Unified Call Center (1929), WhatsApp service (0115253333), email ([email protected]), social media platforms, and GACA's official website.

Complaints received through these channels cover various aspects such as boarding passes, employee conduct, and services for individuals with disabilities or limited mobility. To support its partners and improve complaint handling processes, GACA has distributed a booklet outlining guidelines for addressing traveler grievances. This document has been shared with airport operators to ensure adherence to service standards and complaint resolution protocols.

Furthermore, GACA conducts regular workshops for employees of national airlines and ground service companies. These sessions are aimed at enhancing compliance with passenger protection regulations, ensuring that travelers' needs and concerns are addressed promptly and effectively.

With inputs from SPA