GACA Beneficiary Care Center Achieves 87% Satisfaction Rate in H1 2026

The General Authority of Civil Aviation (GACA) issued its H1 2026 report revealing that its beneficiary care center processed 191,619 interactions across various channels, including phone calls, WhatsApp, website queries, emails, X messages, Tawakkalna complaints, and sign language support calls.

 Staffed by qualified Saudi nationals, the center maintained high operational standards, recording a 12-second average response time, an average call duration of 4 minutes and 21 seconds, a 1% call loss rate, an 86% first-time resolution rate, and an 87% overall satisfaction rating.

 GACA continues to upgrade its beneficiary care ecosystem by expanding digital channels, tracking key performance metrics, and leveraging interaction data to enhance service quality and responsiveness.