GACA issues November classification for air carriers, airports

Logo of General Authority of Civil Aviation (GACA)

Saudi Arabia’s General Authority of Civil Aviation (GACA) issued an index for the classification of air transport service providers and airports, based on the number of complaints filed by travelers to the authority in November.

GACA stated that the total number of complaints submitted by passengers on air carriers in October amounted to 707. Saudi Arabian Airlines (SAUDIA) and Flynas were the least complained about carrier with 13 complaints per 100,000 passengers. Both airlines achieved a 100% rate in handling complaints promptly.

Flyadeal came third with 38 complaints per 100,000 passengers, reporting a timely complaint closure rate of 91%.

The most frequent complaints for November were about luggage services, flights, then tickets.

In November, Prince Mohammed Bin Abdulaziz International Airport reported the lowest number of complaints, at a rate of 1% per 100,000 passengers among international airports that receive over six million passengers annually. Only six complaints were filed by travelers, with a timely complaint handling rate of 100%.

Prince Naif Bin Abdulaziz International Airport reported the lowest number of complaints, at a rate of 1% per 100,000 passengers among international airports that receive less than six million passengers annually. One complaint was filed, with a timely complaint handling rate of 100%.

Najran Regional Airport recorded the lowest number of complaints among domestic peers at 2% per 100,000 passengers. Two complaints were filed, with a timely complaint handling rate of 100%.

GACA’s monthly report aims to provide information to travelers about the performance of air carriers and airports in resolving their customers’ complaints, so that travelers can choose the appropriate service provider.

It stems from enhancing transparency and stimulating fair competition among air carriers and airports to develop and improve services.

GACA provides multiple communication channels around the clock to ensure interaction with travelers and airport visitors.