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The General Authority of Civil Aviation (GACA) has announced the results of its 2024 Airport Service Quality Comprehensive Evaluation Program. The initiative, part of GACA’s broader strategic programs, aims to assess the quality of services provided to passengers across the Kingdom’s airports and enhance the overall travel experience.

The 2024 edition of the Saudi Airports Awards was held during the 17th meeting of the Steering Committee for the Activation of the Aviation Program, which took place today in Riyadh. The event was attended by GACA President Abdulaziz bin Abdullah Al Duailej, along with CEOs of airport companies and representatives from both public and private sector stakeholders operating within Saudi airports.

During the ceremony, the results of the evaluation program were presented, followed by GACA President Al Duailej honoring the winning airports with commemorative plaques in recognition of their efforts throughout the past year. The awards aimed to promote positive competitiveness, reinforce transparency, and recognize the outstanding performance witnessed across the Kingdom’s airports.

The awards were divided into two categories. The main awards recognized top-performing airports in each category based on passenger volume, with evaluations covering all elements of the comprehensive program including operational performance standards, facility and service quality assessments, passenger satisfaction surveys, and complaint handling. The secondary awards focused on excellence in key travel areas and processes within airports, such as check-in, passport control, security screening, customs inspection, baggage claim, services for persons with disabilities, and the most improved airport compared to 2023.

Engineer Abdulaziz bin Abdullah Al Dahmash, Executive Vice President for Quality and Customer Experience, noted that in 2024, GACA issued nearly 500 reports under the program. These included 336 monthly reports on operational performance, 112 quarterly reports covering service standards and passenger satisfaction, 27 semiannual summary reports, and 28 annual reports summarizing overall results for the year.

Al Dahmash stated that thanks to the collaborative efforts of airports and related entities, notable improvements were observed. The average overall score achieved by Saudi airports in the 2024 evaluation reached 86 percent, marking a 4 percent increase compared to the previous year.

GACA classified airports into five categories based on the nature and volume of air traffic in 2024, setting tailored performance targets for each category. The authority also implemented a series of detailed criteria to improve the passenger experience. These efforts included monitoring and tracking performance indicators related to service quality, measuring passenger satisfaction, and involving stakeholders and beneficiaries in service improvement efforts.

It is worth noting that GACA continues to prioritize enhancing the travel experience in Saudi airports in line with its supervisory and regulatory role over the aviation and airport sector. The authority regularly conducts field inspections and publishes monthly reports on operational performance and complaint metrics for both airport service providers and airlines. These efforts aim to evaluate current service levels and drive continuous improvement in line with international standards, aligning with Saudi Arabia’s Vision 2030 goal to deliver world class service quality.