News

Today, the General Authority of Civil Aviation (GACA) released its monthly classification report on air transport service providers and airports, based on the number of passenger complaints submitted to the authority during April 2025.

GACA reported that passengers filed 1,267 complaints against air carriers. According to the report, flynas had the fewest complaints at 22 per 100,000 passengers, with a 100% on-time resolution rate for April. Saudia ranked second with 23 complaints per 100,000 passengers and a 99% resolution rate, followed by flyadeal in third place with 38 complaints per 100,000 passengers and a 100% resolution rate. Ticketing issues were the most reported category, followed by baggage services and flights.

For airports, Prince Mohammad bin Abdulaziz International Airport in Madinah had the fewest complaints among international airports with more than 6 million passengers annually, at 0.2% per 100,000 passengers (two complaints), with a 100% resolution rate.

Among international airports with fewer than 6 million passengers annually, Abha International Airport had the fewest complaints at 1% per 100,000 passengers (three complaints), also with a 100% resolution rate. For domestic airports, King Saud Airport received the fewest complaints at 3% per 100,000 passengers (one complaint), also resolving 100% on time.

GACA explained that issuing this monthly classification report aims to provide travelers with insights into the performance of air transport service providers and airports in handling passenger complaints. This helps travelers choose the right service provider while promoting transparency and demonstrating GACA’s commitment to passengers’ concerns. It also fosters fair competition among service providers to improve and develop services.

In support of its airport partners, GACA prepared a booklet outlining guidelines for handling passenger complaints at airports, distributed to airport operators. The booklet defines complaint management procedures and Service Level Agreements (SLAs) that must be followed for all types of complaints and inquiries. GACA also trained airline and ground service staff with direct passenger interaction on the Executive Regulations for Passenger Rights through dedicated workshops.

GACA has provided multiple 24/7 communication channels to ensure continuous engagement with passengers and airport visitors, including the unified call center (1929), WhatsApp service at 0115253333, social media accounts, email, and the GACA website. Passengers can submit complaints related to boarding passes, staff conduct, services for people with disabilities and reduced mobility, and more.