GACA sets service evaluation criteria in Saudi airports

Logo of General Authority of Civil Aviation

The General Authority of Civil Aviation (GACA) announced a set of criteria to measure the quality of services offered to passengers across the Kingdom’s airports, Saudi Press Agency reported.

These criteria are set in coordination with the beneficiaries of those services to improve industry performance as well as the client experience, according to GACA.

The service evaluation criteria comprised three key pillars; namely, quality of service, quality of evaluation list, and quality survey in airports, where the latter echoes the passengers’ satisfaction with the services offered in the airport. Surveys will be submitted to GACA on a quarterly basis.

GACA added that the quality survey was unified across the Kingdom’s airports, in line with the best international practices.

GACA formed a committee to address any service failure and coordinated with the Saudi Arabian Airlines (Saudia) to link its website with the online portal of the Ministry of Human Resource and Social Development to allow certain passengers a discount on tickets.