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The General Authority of Civil Aviation (GACA) has issued the Beneficiary Care Center’s statistics report for the first half of 2025. The report revealed that the center handled 159,555 interactions across its communication channels, including: 74,945 incoming calls via the call center, 18,966 email messages, 6,067 private messages through Platform X, 33,902 interactions via the official website, 24,645 automated and live chats on WhatsApp, in addition to 1,030 video calls handled via the sign language support line.

GACA’s Beneficiary Care Center operates according to the highest standards of quality, with a beneficiary satisfaction rate of 86%, an average response time of 27 seconds, an average call duration of 3.45 minutes, and a missed‑call rate of only 4% of total interactions. The first‑contact resolution rate reached 85%, with the quality of service measured by the center’s ability to solve inquiries without requiring follow‑up. The center is proudly staffed by a team of ambitious and skilled Saudi men and women.

The Beneficiary Care Center also serves the deaf community through video call support, providing all services in sign language via live interaction with customer service representatives. These interactions take place through a dedicated channel that protects privacy, meets individual needs, and collects feedback through a satisfaction survey at the end of every session.

Through these diverse communication channels, GACA aims to strengthen engagement with travelers and ensure their satisfaction by offering around‑the‑clock access to services. The Beneficiary Care Center plays a key role in supporting GACA’s regulatory oversight by utilizing advanced technologies to monitor all operations and interactions in real time, analyze customer data and feedback, and track performance across all channels.

It is worth noting that GACA, represented by its Beneficiary Care Center under the Quality and Customer Experience Sector, won two gold awards in the categories of “Best Public Service Center” and “Best Customer Service” across Europe, the Middle East, and Africa. The awards were received during GACA’s participation in the Contact Center World Annual Conference, held in Berlin, Germany from May 27 to 29, 2025.

This achievement reflects GACA’s commitment to streamlining complaint‑handling procedures, ensuring transparency, and addressing complaints in accordance with the Passenger Rights Protection Regulation. It also demonstrates the Authority’s dedication to raising awareness of passenger rights, providing efficient communication channels, and simplifying the process for obtaining compensation as outlined in the regulation.