News

General Authority of Civil Aviation (GACA) was today bestowed the Consumer Compensation Path Award by the Consumer Protection Association (CPA), in recognition of its outstanding efforts to safeguard consumer rights and to deliver high-quality services that enhance customer satisfaction and optimize the travel experience.

The award ceremony took place in Riyadh, coinciding with World Consumer Rights Day and celebrating organizations and individuals who have significantly contributed to the objectives of the CPA.

The award honors GACA's efforts to prioritize the rights of travelers via a competitive environment that improves the overall travel experience. This includes the streamlining of complaint procedures, maintaining transparency and addressing complaints as per established regulations. GACA’s accessible channels of communication ease the process for claiming compensation, as outlined in the Passenger Rights Protection Regulation (PRPR).

The recently implemented PRPR replaces GACA’s previous Executive Regulation for Customer Rights Protection, and reflects the Authority's commitment to guarantee all consumer rights associated with the traveler's journey – delivering an improved travel experience and the provision of services at the highest standard of quality. The PRPR aims for a fair balance between travelers and air carriers as per the air transport contract, while enhancing competitiveness through compliance with its provisions.

GACA launched the "Know Your Rights" campaign to ensure that travelers are fully aware of their rights, know how to utilize the PRPR, and understand the importance of contacting airlines when encountering difficulties during travel. The Authority has dedicated accounts on social media channels and on the GACA website, in addition to airport screens with QR codes linking to relevant information about consumer rights.

During the ceremony, Eng. Faisal Al Hobayb of GACA signed a MoU with CPA’s Ahmed Al Mahalaki to foster the continued protection of consumer rights and to activate a unified electronic guide to consumer rights and duties.

The Consumer Compensation Path Award encourages government, private and non-profit entities to enhance the consumer experience and to contribute to the development of a competitive environment that attracts foreign investment, in line with the goals of Saudi Vision 2030.