GACA June 2025 Air Travel Index Shows Flynas And Riyadh Airports Lead In Passenger Satisfaction Ratings

The General Authority of Civil Aviation (GACA) has unveiled its June 2025 classification index for air transport service providers and airports. This report sheds light on passenger complaints submitted directly to GACA, aiming to enhance transparency, guide traveller decisions, and encourage improvements in aviation services. A total of 1,370 passenger complaints were filed against air carriers during June.

flynas stood out as the top performer among airlines, with only 26 complaints per 100,000 passengers and a perfect 100% on-time complaint resolution rate. Saudia Airlines followed closely with 32 complaints per 100,000 passengers, also achieving a 100% resolution rate. flyadeal ranked third with 34 complaints per 100,000 passengers and maintained a timely resolution rate of 100% as well.

King Khalid International Airport in Riyadh excelled among international airports handling over six million passengers annually. It recorded the lowest complaint rate at just 0.4 per 100,000 passengers, equating to 15 complaints, all resolved promptly. Abha International Airport led the category for international airports with fewer than six million annual passengers. It had the lowest complaint rate of 2 per 100,000 passengers based on one complaint and achieved a timely resolution rate of 100%.

In the domestic airport category, King Saud Airport reported the lowest complaint rate at 2 per 100,000 passengers with one complaint and a perfect resolution rate of 100%. The most frequent issues reported by passengers involved flight-related problems, followed by baggage services and ticketing concerns.

GACA's monthly report is designed to provide travellers with essential information about how service providers handle customer complaints. This empowers them to make informed choices while highlighting GACA's commitment to transparency and resolving passenger issues. The authority aims to foster healthy competition among aviation entities to raise service standards.

To support airport partners in improving service quality, GACA has developed a comprehensive booklet outlining guidelines for managing passenger complaints. This includes specific controls and service level agreements. Additionally, GACA conducts workshops to train employees of national airlines and ground handling companies on adhering to customer rights protection regulations.

This initiative underscores GACA's dedication to enhancing the overall travel experience by ensuring that passenger concerns are addressed efficiently and effectively.

With inputs from SPA