GACA's September 2025 Index Highlights Airline Performance And Passenger Complaints

The General Authority of Civil Aviation (GACA) has released its latest index, ranking air transport service providers and airports based on passenger complaints received in September 2025. A total of 2,399 complaints were lodged against various air carriers. The rankings are determined by the number of complaints per 100,000 passengers.

flyadeal topped the list with the fewest complaints, recording 38 per 100,000 passengers and resolving 98% of these issues promptly. flynas followed closely with 43 complaints per 100,000 passengers and achieved a perfect resolution rate of 100%. Saudia Airlines was third, with 54 complaints per 100,000 passengers and a timely resolution rate of 90%.

King Khalid International Airport in Riyadh excelled in its category for international airports serving over six million passengers annually. It recorded just 15 complaints per 100,000 passengers and resolved all issues on time. Abha International Airport led among airports with fewer than six million annual passengers, registering four complaints per 100,000 and achieving a perfect resolution rate.

In the domestic airport category, Sharurah Airport had the lowest complaint rate with one complaint per 100,000 passengers and a flawless resolution record. The most common issues reported by passengers involved flights, baggage services, and ticketing.

GACA aims to provide transparency through this monthly index by informing passengers about service provider performance. This initiative helps travelers make informed decisions while promoting fair competition among airlines for continuous improvement. GACA also offers guidelines to airport operators for managing passenger complaints effectively.

The authority conducts workshops to train employees from national airlines and ground handling companies on customer rights regulations. This ensures that staff are well-equipped to handle passenger concerns efficiently.

Communication Channels for Feedback

Passengers can submit feedback around the clock through various channels. These include a unified call center at (1929), WhatsApp service at (0115253333), social media platforms, email, and GACA's official website. These options ensure that travelers can easily communicate their experiences or concerns.

This comprehensive approach not only enhances GACA's credibility but also encourages ongoing improvements in service quality across Saudi Arabia's aviation sector.

With inputs from SPA