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The General Authority of Civil Aviation (GACA) today issued the Air Transport Service Providers and Airports Ranking Index, based on the number of complaints filed by passengers with the Authority during January 2025.

The Authority reported that the total number of passenger complaints against air carriers reached 1,486. It clarified that Saudi Airlines recorded the lowest number of complaints, with 26 complaints per 100,000 passengers and a 100% complaint resolution rate within the specified timeframe for January. Flynas ranked second with 32 complaints per 100,000 passengers, also achieving a 100% complaint resolution rate. Flyadeal ranked third, with 37 complaints per 100,000 passengers and a 100% resolution rate, according to the index. The most frequently reported complaint categories in January were related to baggage services, followed by ticketing, and then flight-related issues.

The Authority further noted that King Khalid International Airport in Riyadh received the fewest complaints, with a rate of 1% per 100,000 passengers, in the index for international airports with over 6 million annual passengers. It received 20 complaints, all of which were resolved on time (100%). Taif International Airport had the fewest complaints among international airports with fewer than 6 million annual passengers, with 1% per 100,000 passengers, totaling one complaint, which was also resolved within the designated timeframe (100%). In the domestic airports index, King Saud Airport recorded the lowest number of complaints, with a rate of 3% per 100,000 passengers, totaling one complaint, which was resolved on time (100%).

GACA explained that the issuance of the monthly report for the Air Transport Service Providers and Airports Ranking Index (based on complaints filed with the Authority) aims to provide travelers with information on the performance of air transport providers and airports in addressing customer complaints. This enables passengers to make informed decisions when selecting a service provider, enhances transparency, and demonstrates the Authority’s commitment to addressing passenger complaints. It also fosters fair competition between service providers and airports to develop and improve services.

As part of its support for its airport partners, the General Authority of Civil Aviation has developed a booklet providing guidelines on handling passenger complaints at airports. The booklet has been distributed to airport operators and includes specifications, service-level agreements, and compliance requirements for handling all types of complaints and inquiries. It also includes training for employees of national airlines and ground service companies who interact directly with passengers to ensure adherence to the executive regulations for customer rights protection, facilitated through workshops.

Additionally, the Authority has provided multiple communication channels available around the clock to ensure engagement with travelers and airport visitors. These include the unified contact center (1929), WhatsApp service at +966 11 525 3333, social media accounts, email, and the official website, where complaints related to boarding passes, employee conduct, services for persons with disabilities and limited mobility, and more can be submitted.