GACA Announces Airline And Airport Classifications For July 2024 Based On Performance

The General Authority of Civil Aviation (GACA) has released a classification index for air transport service providers and airports. This index aims to inform passengers about the performance of these entities, helping them make well-informed decisions. The evaluation is based on the number of complaints filed by travellers with GACA.

In July, travellers lodged 1,422 complaints against Saudi air carriers. Saudi Arabian Airlines (Saudia) had the fewest complaints, with 25 per 100,000 travellers and a 100% complaint resolution rate. Flynas followed with 27 complaints per 100,000 travellers and also achieved a 100% resolution rate. Flyadeal ranked third with 34 complaints per 100,000 travellers and a resolution rate of 99%. The most frequent issues reported were related to luggage, flights, and tickets.

King Khalid International Airport in Riyadh recorded a notably low complaint rate of 0.4% per 100,000 passengers and resolved all complaints fully. This is impressive given it serves over six million passengers annually. Hail International Airport, which handles fewer than six million passengers annually, had a complaint rate of 1% per 100,000 passengers and also achieved a 100% resolution rate. Among domestic airports, Bisha Airport had the lowest complaint rate at 3% per 100,000 passengers with all complaints resolved.

GACA emphasised that this monthly classification report is designed to help passengers make informed choices while promoting transparency and fair competition among service providers. The report also aims to demonstrate GACA's commitment to addressing traveller complaints and improving services continuously.

Communication Channels

To facilitate interaction with travellers and airport visitors, GACA maintains multiple communication channels available around the clock. These include a Call Center at number 1929, WhatsApp service at 0115253333, email at [email protected], social media accounts, and GACA's website. Through these channels, GACA receives various complaints concerning boarding passes, employee behaviour, and services for persons with disabilities or limited mobility.

In support of its partnering airports, GACA has prepared a booklet containing guidelines on handling traveller complaints. This booklet outlines service agreements and rules for addressing all types of complaints and inquiries. It has been distributed among airport operators to ensure consistent service quality.

Furthermore, GACA conducts regular workshops to train employees of national airlines and ground service companies on complying with passenger protection regulations. These training sessions aim to enhance the skills of those who directly interact with travellers.

The low complaint rates at these airports highlight their high-quality services. By maintaining open communication channels and providing comprehensive training materials and workshops, GACA ensures that both airlines and airports can effectively address passenger concerns.

This initiative by GACA underscores its dedication to improving air travel experiences in Saudi Arabia by fostering transparency and encouraging continuous improvement in service standards.

With inputs from SPA