In May, the Saudi General Authority of Civil Aviation (GACA) in Saudi Arabia reported a total of 1318 complaints from travelers against air carriers and airports in the country. Among the airlines, Saudi Airlines had the least complaints with 10 complaints per 100,000 passengers, and a high treatment rate of 95%. Flyadeal and Flynas also had relatively low complaint rates of 11 and 13 complaints per 100,000 passengers respectively, with resolution rates of 99% and 100%. The complaints mainly revolved around travel services such as flights and tickets.
King Fahd International Airport in Dammam and Prince Sultan International Airport were recognized for having the lowest complaints among international airports with over 6 million and under 6 million passengers annually respectively. Najran Airport stood out in the domestic airports category with the lowest complaint rate of 2% per 100,000 passengers. GACA aims to increase transparency and credibility by issuing monthly reports on the performance of airlines and airports in resolving customer complaints.
To address passenger complaints effectively, GACA has published a booklet with instructions for handling complaints and guidelines for maintaining quality service levels in all aspects of customer service. They have also provided training to national airline employees and ground services companies to ensure that they adhere to regulations that protect customer rights. By monitoring and addressing complaints promptly, GACA is working towards improving the overall passenger experience and maintaining high standards of service within the aviation industry in Saudi Arabia.
