GACA Issues Classification of Air Transport Service Providers and Airports for September 2024

The General Authority of Civil Aviation (GACA) issued an index yesterday classifying air transport service providers and airports based on the number of complaints filed by travellers in September 2024, according to a press release from GACA.GACA stated that the total number of complaints submitted by passengers against airlines in September reached 1,273.
According to the release, Saudi Arabian Airlines (Saudia) received the fewest complaints, with 29 complaints per 100,000 passengers, and achieved a complaint-handling rate of 100%.
Flyadeal ranked second, receiving 29 complaints per 100,000 passengers and achieving a closure rate of 100%. Meanwhile, Flynas came in third with 31 complaints per 100,000 passengers, reporting a timely complaint closure rate of 100%.
Moreover, the most frequent complaints for September were about luggage and boarding services, followed by ticketing.
For the same month, King Khalid International Airport in Riyadh reported the lowest complaints rate, at 0.3% per 100,000 passengers, among international airports that receive over six million passengers annually. Only 11 complaints were submitted by travellers, with a timely complaint handling rate of 100%.
Prince Naif International Airport was the least complained about airport, at a rate of 1% per 100,000 passengers, among international airports that receive less than six million passengers annually. It reported a timely complaint handling rate of 100%.
For domestic reports, Arar Airport recorded the lowest number of complaints per 100,000 passengers, with one complaint, or 3%, recording a timely complaint-processing rate of 100%.
GACA reiterated that the monthly classification report aims to help passengers make informed choices, promote transparency, demonstrate credibility, and show commitment to addressing travellers' complaints. It also seeks to stimulate fair competition and improve services.
GACA has prepared a booklet containing guidelines for handling traveller complaints to support its airport partners. This booklet, distributed among airport operators, outlines service agreements and the rules that must be followed for all types of complaints and inquiries.
Additionally, GACA conducts regular workshops to train employees of national airlines and ground service companies who interact directly with travellers on compliance with passenger protection regulations.
The authority maintains multiple communication channels available 24/7 to facilitate interaction with travellers and airport visitors. These channels include a unified call center at 1929, a WhatsApp service at 0115253333, GACA's official email, social media accounts, and website.