GACA Releases May 2024 Airline And Airport Performance Classifications

The General Authority of Civil Aviation (GACA) has published its May classification of air transport service providers and airports. This monthly assessment aims to inform passengers about performance metrics, helping them make informed choices. The evaluation is based on the number of complaints filed with GACA by travellers.

In May, 1,318 complaints were lodged against Saudi air carriers. SAUDIA had the fewest complaints, with 10 per 100,000 travellers and a resolution rate of 95%. Flyadeal followed with 11 complaints per 100,000 travellers and a resolution rate of 99%. Flynas came third, recording 13 complaints per 100,000 travellers and achieving a resolution rate of 100%.

The most common complaints in May were related to luggage, flights, and tickets. Among international airports handling more than six million passengers annually, King Fahd Airport in Dammam had the fewest complaints, three per 100,000 travellers, and a resolution rate of 100%.

For international airports with fewer than six million passengers annually, Prince Sultan bin Abdulaziz Airport in Tabuk recorded the fewest complaints, one per 100,000 travellers, with a resolution rate of 100%. Najran Airport led among domestic airports with two complaints per 100,000 passengers and a resolution rate of 100%.

GACA emphasised that the monthly classification report aims to help passengers make informed choices. It also promotes transparency and demonstrates GACA's commitment to addressing traveller complaints. The initiative stimulates fair competition and aims to develop and improve services.

To facilitate communication with travellers and airport visitors, GACA maintains multiple channels open round the clock. These include a Call Centre at 1929, WhatsApp service at 0115253333, email at [email protected], social media accounts, and GACA's website.

Complaints received through these channels often concern boarding passes, employee behaviour, and services for persons with disabilities and limited mobility. To support its partners at the airports, GACA has prepared a booklet containing guidelines on handling traveller complaints. This booklet has been circulated among airport operators.

The booklet outlines service agreements and rules for all types of complaints and inquiries. Additionally, GACA conducts regular workshops to train employees of national airlines and ground service companies on compliance with passenger protection regulations.

With inputs from SPA