News

The General Authority of Civil Aviation (GACA) issued today its classification index for air transport service providers and airports based on the number of complaints submitted by passengers to the authority during May 2025.

 GACA reported that the total number of passenger complaints against airlines reached 1,342. Flynas recorded the fewest complaints, with 35 complaints per 100,000 passengers and a 100% on-time complaint resolution rate. Saudia ranked second with 39 complaints per 100,000 passengers and a 100% resolution rate, while Flyadeal came in third with 40 complaints per 100,000 passengers and a similarly high 100% resolution rate. The most common complaint categories in May were baggage-related, followed by flight-related issues and ticketing concerns.

 Among international airports handling more than 6 million passengers annually, King Khalid International Airport in Riyadh had the lowest complaint rate, at 0.4 complaints per 100,000 passengers, with a total of 16 complaints and a 100% on-time resolution rate.

 For international airports with fewer than 6 million passengers annually, Prince Naif International Airport recorded the fewest complaints, with only one complaint, equivalent to 1% per 100,000 passengers, and a 100% resolution rate. As for domestic airports, King Saud Airport had the lowest number of complaints, also recording one complaint, equal to 3% per 100,000 passengers, with a 100% resolution rate.

 GACA noted that issuing the monthly classification report aims to inform passengers about the performance of air transport service providers and airports in handling customer complaints, helping travelers choose the appropriate service provider. It also enhances transparency, demonstrates the authority’s commitment to passenger concerns, and promotes fair competition among providers to improve service quality.

 In support of its partner airports, GACA has prepared a booklet with instructions on how to handle passenger complaints at airports. The booklet, distributed to airport operators, outlines regulations and service-level agreements applicable to all types of complaints and inquiries. Workshops have also been held to train staff from national airlines and ground service companies, particularly those who interact directly with passengers, on complying with the executive regulations for protecting customer rights.

 GACA provides multiple communication channels, available around the clock, to ensure ongoing engagement with passengers and airport visitors. These include the unified call center number 1929, WhatsApp service via 0115253333, social media accounts, email, and the official website. Complaints may cover issues such as boarding pass issuance, staff conduct, and services for persons with disabilities and limited mobility.