GACA June 2025 Air Travel Index: flynas, Riyadh, Abha Airports Lead in Passenger Satisfaction

The General Authority of Civil Aviation (GACA) has released its June 2025 classification index for air transport service providers and airports, revealing insights into passenger complaints submitted directly to GACA to promote transparency, guide traveler decisions, and encourage service improvements across the aviation sector.

 A total of 1,370 passenger complaints were lodged against air carriers in June. flynas emerged as the top performer, recording the fewest complaints with 26 per 100,000 passengers and achieving a 100% on-time complaint resolution rate. Saudia Airlines ranked second with 32 complaints per 100,000 passengers, also maintaining a 100% resolution rate. flyadeal came third with 34 complaints per 100,000 passengers and a 100% timely resolution rate as well. The most common complaint categories for the month were flight-related issues, followed by baggage services and ticketing.

 In the airport classifications, King Khalid International Airport in Riyadh demonstrated the lowest complaint rate among international airports handling over six million passengers annually, with just 0.4 per 100,000 passengers (15 complaints) and a 100% timely resolution rate.

 Abha International Airport led the category for international airports with less than six million annual passengers, recording the lowest complaint rate at 2 per 100,000 passengers, based on one complaint, and a 100% timely resolution rate.

 For domestic airports, King Saud Airport had the lowest complaint rate, also at 2 per 100,000 passengers with one complaint, and a 100% timely resolution rate.

 GACA emphasized that this monthly report provides travelers with crucial information on service provider performance in addressing customer complaints, empowering them to make informed decisions. It also highlights the authority’s commitment to transparency and dedication to resolving passenger concerns while fostering healthy competition among aviation entities to elevate service standards.

 To support its airport partners, GACA has developed and distributed a comprehensive booklet containing guidelines for handling passenger complaints, including specific controls and service level agreements. The authority also conducts workshops to train employees of national airlines and ground handling companies on complying with customer rights protection regulations.