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The General Authority of Civil Aviation (GACA) has issued its classification index for air transport service providers and airports, based on the number of passenger complaints received during September 2025. According to the report, a total of 2,399 complaints were submitted against airlines. Flyadeal recorded the lowest complaint rate, with 38 complaints per 100,000 passengers and a 98% on-time resolution rate. Flynas followed with 43 complaints per 100,000 passengers, achieving a 100% resolution rate, while Saudia ranked third with 54 complaints per 100,000 passengers and a 90% resolution rate. The most common complaint categories for September were related to flights, followed by baggage services, and then ticketing issues. In the airport category, King Khalid International Airport in Riyadh had the lowest complaint rate among international airports serving over six million passengers annually, with 0.4 complaints per 100,000 passengers, totaling 15 complaints, and a 100% resolution rate. Among international airports serving fewer than six million passengers annually, Abha International Airport recorded the lowest complaint rate, with 1% per 100,000 passengers, totaling 4 complaints, and a 100% resolution rate. In the domestic airport category, Sharurah Airport had the lowest complaint rate, with 6% per 100,000 passengers, based on a single complaint, and a 100% resolution rate. GACA emphasized that the monthly issuance of this classification index aims to provide travelers with transparent insights into the performance of air transport service providers and airports in handling customer complaints. This empowers passengers to make informed decisions when choosing service providers, reinforces the Authority’s credibility, and promotes fair competition to enhance service quality across the aviation sector. As part of its support for airport partners, GACA has developed a comprehensive guidebook detailing best practices for handling passenger complaints. This guide has been distributed to airport operators and outlines clear standards and service-level agreements applicable to all types of complaints and inquiries. Additionally, GACA has conducted training workshops for staff from national airlines and ground service companies who interact directly with passengers, ensuring compliance with the Executive Regulations for Customer Rights Protection. To ensure continuous engagement with travelers and airport visitors, GACA provides 24/7 communication channels, including the Unified Call Center (1929), WhatsApp service (0115253333), social media accounts, email, and the official website. Through these channels, passengers can submit complaints related to boarding passes, staff behavior, services for persons with disabilities and limited mobility, and more.  

His Excellency Mr. Abdulaziz bin Abdullah Al-Duailej, President of the General Authority of Civil Aviation (GACA), received today His Excellency Mr. Mohamed Farah Nouh, Minister of Air Transport and Civil Aviation of the Federal Republic of Somalia, at GACA’s headquarters in Riyadh. During the meeting, both parties reviewed topics of mutual interest and discussed avenues to strengthen bilateral cooperation in the fields of air transport and civil aviation industry development.

His Excellency Mr. Abdulaziz bin Abdullah Al-Duailej, President of the General Authority of Civil Aviation (GACA), chaired today the second meeting of the Committee for the Activation of the Saudi Civil Aviation Environmental Sustainability Program (CAESP), held at GACA’s headquarters in Riyadh. The meeting was attended by committee members representing key stakeholders and relevant government entities. The program aims to provide strategic guidance, oversight, and coordination among aviation stakeholders, while supporting effective implementation. It also focuses on enhancing monitoring practices and tracking progress to ensure continuous improvement in performance indicators, in alignment with the Aviation Sector Strategy and the goals of Saudi Vision 2030. In his remarks, Mr. Al-Duailej emphasized that CAESP is a cornerstone initiative in positioning the Kingdom as a global leader in sustainable aviation. He noted that the program has achieved significant and comprehensive progress across its pillars, including the activation of its regulatory framework, enhancement of its execution model, improvement of environmental data collection and analysis, and strengthening of monitoring and compliance mechanisms in line with national and international sustainability standards. He added that the sector has witnessed tangible achievements in recent phases, marking solid steps toward realizing the program’s objectives. These efforts contribute to building a sustainable aviation sector that balances economic growth with environmental preservation, reflecting the Kingdom’s commitment to protecting the environment for future generations. He also stressed the importance of continued teamwork and collaboration across all entities, particularly in environmental monitoring, verification, and data governance to ensure performance sustainability and output quality. Captain Suleiman bin Saleh Al-Muhaimeed, Executive Vice President for Aviation Safety and Environmental Sustainability at GACA, highlighted the importance of enhancing competitiveness in the aviation sector through integrated compliance and oversight systems. He affirmed that fostering a culture of commitment begins with top-down leadership, ensuring unified efforts and strategic clarity across all levels. The CAESP program is built on a robust governance framework and a comprehensive, integrated approach. It encompasses seven environmental pillars: greenhouse gas emissions, noise, biodiversity, waste management, air quality, energy and water efficiency, and climate change response. The program includes a range of initiatives, sub-programs, targets, and performance indicators developed specifically for the aviation sector. These are designed to meet national goals and fulfill international commitments within a defined timeline, leveraging enablers from both public and private sectors.

The General Authority of Civil Aviation (GACA), represented by the committee responsible for reviewing violations of the Civil Aviation Law, has released its report for the third quarter of 2025. The report highlights the issuance of 246 violations, resulting in financial penalties exceeding SAR 4.8 million imposed on entities and individuals who breached the Civil Aviation Law, its executive regulations, and GACA’s official directives. The report revealed that 237 of the violations were issued against air carriers for failing to ensure passengers had the required documents and for violating GACA’s instructions. These fines amounted to over SAR 4.5 million. Additionally, 4 violations were issued to licensed companies and carriers for non-compliance with executive regulations, totaling SAR 260,000 in fines. Furthermore, the committee issued 3 violations against air carriers for failing to submit required data in accordance with GACA’s directives, with total fines reaching SAR 75,000. The report also noted a violation issued to an individual for operating a drone without obtaining prior authorization from GACA, resulting in a fine of SAR 1,000. Another violation was recorded for submitting false information during a flight license renewal application, with a fine of SAR 10,000. GACA emphasized that these actions reflect its commitment to transparency, regulatory oversight, and continuous improvement of the air transport sector. The authority remains dedicated to enhancing passenger experience and elevating the quality of air services across the Kingdom.  

His Excellency the President of the General Authority of Civil Aviation, Mr. Abdulaziz bin Abdullah Al-Duailej, chaired today the seventh meeting of the National Committee for Air Transport Facilitation, held at the Authority’s headquarters in Riyadh, with the participation of committee members representing relevant government entities. The meeting aimed to activate the committee’s work, during which several key topics were discussed, including: facilitating travel procedures at air ports, regulations related to aircraft, crew, and passengers, health procedures associated with air transport, and raising awareness among travelers regarding prohibited and hazardous materials. The meeting also included a visual presentation that addressed a number of topics related to streamlining procedures in the air transport sector. In addition, the current activities of the Authority and the committee’s future aspirations were reviewed, contributing to improved flow of movement at airports, development of technologies used to accelerate procedures, and reviewing the implementation of international regulations to support the achievement of the Aviation Program’s objectives.

The General Authority of Civil Aviation (GACA) today issued its air transport service provider and airport classification index for August 2025, which is based on the 2,313 total passenger complaints submitted to the authority during the month.  GACA releases this monthly index to enhance transparency, demonstrate its commitment to addressing passenger complaints, and stimulate fair competition among providers to develop and improve services. The most frequently reported complaint classifications for August were related to flights, followed by baggage services and tickets.  Among air carriers, Saudia Airlines recorded the fewest complaints, with 37 complaints per 100,000 passengers and a timely resolution rate of 98%. Flynas ranked second with 42 complaints per 100,000 passengers and a 100% timely resolution rate, while Flyadeal came in third with 43 complaints per 100,000 passengers and a 100% timely resolution rate.  The index also classified airports based on complaint volume. King Abdulaziz International Airport in Jeddah received the lowest number of complaints (24 per 100,000 passengers) among international airports serving over six million passengers annually, achieving a 96% timely resolution rate.  King Abdullah bin Abdulaziz International Airport in Jizan recorded the lowest complaints in the category of international airports with fewer than six million passengers, with two complaints (two per 100,000 passengers) and a 100% resolution rate.  For domestic airports, King Saud Airport in Al-Baha had the fewest complaints (two per 100,000 passengers) with a 100% resolution rate.  To support continuous service improvement, GACA has provided airport operators with a guidelines booklet for handling passenger complaints, specifying service level agreements. The authority also conducts workshops to train employees of national airlines and ground handling companies on adhering to customer rights regulations. Passengers and visitors can submit feedback 24/7 through multiple communication channels, including the unified call center (1929), the WhatsApp service (0115253333), social media, email, and the official website.