RIYADH — A recent report from Saudi Arabia’s Transport General Authority (TGA) indicates that parcel delivery companies experienced varying levels of customer complaints during the fourth quarter of 2025. FedEx recorded the highest number of complaints with 25 per 100,000 shipments, highlighting potential areas for improvement within the kingdom’s rapidly growing logistics sector. The data covers a period of significant e-commerce activity and provides a snapshot of service quality across major providers.
The TGA’s quarterly statistical bulletin, released Monday, analyzed performance across companies handling over 57 million shipments and mail parcels. This report is part of a broader effort to regulate and enhance the efficiency of the logistics industry in Saudi Arabia, a key component of the nation’s Vision 2030 economic diversification plan. The findings offer valuable insights for both consumers and businesses relying on these services.
Understanding the Parcel Delivery Complaint Landscape
The TGA report reveals a considerable disparity in complaint rates among the leading parcel delivery companies operating in Saudi Arabia. UPS followed FedEx with nine complaints per 100,000 shipments, while Aramex registered eight. These figures suggest that while the overall volume of deliveries is high, maintaining consistent service quality remains a challenge.
Several factors likely contribute to these differences. These include varying network capacities, geographical coverage, and the types of services offered by each company. Additionally, the increasing demand for faster and more reliable delivery options, fueled by the growth of online shopping, puts pressure on all providers.
Complaint Categories and Potential Issues
While the TGA report doesn’t detail the specific nature of the complaints, common issues in the logistics industry often include delayed deliveries, lost or damaged packages, and inadequate customer service. Understanding the root causes of these complaints is crucial for companies seeking to improve their performance.
The rise of cross-border e-commerce also introduces complexities, such as customs clearance delays and potential damage during international transit. Efficient handling of these processes is vital for maintaining customer satisfaction. The TGA is likely to use this data to identify areas where regulatory intervention or industry best practices could be beneficial.
Further down the list, GFS recorded seven complaints per 100,000 shipments, with SPL following closely behind at six. SMSA, RedBox, DHL, and Starlinks each reported four complaints, indicating a mid-range performance level. Naqel and J&T Express both had three complaints each.
In contrast, iMile reported a lower complaint rate of two per 100,000 shipments. Ajex demonstrated the best performance among those surveyed, with only one complaint reported per 100,000 shipments. This suggests that some companies have successfully implemented strategies to minimize service disruptions and enhance customer experience.
The TGA emphasized that the performance indicator is designed to promote transparency within the shipping market and encourage continuous improvement in service quality. This initiative aligns with the kingdom’s broader goals of fostering a competitive and customer-centric business environment.
The Saudi Arabian logistics sector has experienced substantial growth in recent years, driven by increased government investment and the expansion of e-commerce. According to recent industry analysis, the sector is projected to continue its upward trajectory, making efficient and reliable parcel delivery services even more critical. This growth also necessitates robust regulatory oversight to protect consumer rights and ensure fair competition.
The TGA’s data provides a benchmark for evaluating the performance of delivery services and identifying areas where investment and innovation are needed. It also empowers consumers to make informed choices based on the reported complaint rates. The authority’s commitment to transparency is a positive step towards building a more trustworthy and efficient logistics ecosystem.
The report’s release comes at a time when Saudi Arabia is actively seeking to position itself as a regional logistics hub. Initiatives like the National Transport and Logistics Strategy 2030 aim to transform the kingdom into a global gateway connecting Asia, Europe, and Africa. Improving the quality and reliability of parcel delivery services is essential for achieving this ambitious vision.
Looking ahead, the TGA is expected to continue monitoring complaint levels and publishing quarterly statistical bulletins. The next report, covering the first quarter of 2026, will likely provide further insights into the evolving dynamics of the Saudi Arabian parcel delivery market. It remains to be seen whether the companies with higher complaint rates will implement effective measures to address the identified issues and improve their performance. The authority may also consider introducing more detailed reporting requirements to better understand the specific causes of customer dissatisfaction.
The long-term impact of this increased scrutiny on the logistics industry is uncertain. However, it is anticipated that the TGA’s efforts will ultimately lead to higher service standards and greater customer confidence in parcel delivery services throughout Saudi Arabia.
