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The General Authority of Civil Aviation (GACA) today issued the classification index for air transport service providers and airports, based on the number of complaints submitted by travelers to the authority during February 2025.

GACA clarified that the number of passenger complaints regarding airlines totaled 1,169. It noted that Saudi Arabian Airlines had the fewest complaints, with 20 complaints per 100,000 passengers, and a complaint resolution rate of 100% within the specified timeframe for February. Following in second place was Flynas, with 25 complaints per 100,000 passengers and a 100% complaint resolution rate within the timeframe. Air Arabia came in third with 31 complaints per 100,000 passengers, also achieving a 100% resolution rate within the specified timeframe. The most frequently reported issues in February were related to baggage services, followed by flight services and ticketing.

The authority also highlighted that King Abdulaziz International Airport in Jeddah had the fewest complaints among airports, with 0.4% of complaints per 100,000 passengers. This was measured in the index for international airports with annual passenger numbers exceeding 6 million, totaling 22 complaints, and a complaint resolution rate of 100%.

Moreover, Taif International Airport had the fewest complaints in the index for international airports with fewer than 6 million annual passengers, registering 1% of complaints per 100,000 passengers, or two complaints, with a 100% resolution rate. In the domestic airports index, Arar Airport had the lowest complaint rate, with 14% per 100,000 passengers, amounting to one complaint, and a 100% resolution rate.

GACA emphasized that the publication of the monthly report on the classification of air transport service providers and airports (based on complaints submitted to the authority) aims to provide travelers with information on the performance of service providers and airports in addressing customer complaints. This enables travelers to choose the most suitable service provider while also enhancing transparency, demonstrating the authority’s commitment to handling passenger complaints, and fostering fair competition among service providers to improve services.

To support its airport partners, GACA has prepared a booklet containing guidelines on how to handle passenger complaints at airports. The booklet was distributed to airport operators and includes regulations and service level agreements to be adhered to for all types of complaints and inquiries. Additionally, training workshops have been organized for employees of national airlines and ground services companies, who have direct contact with passengers, to ensure compliance with the Executive Regulations for the Protection of Customer Rights.

It is worth noting that GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport visitors through the following contact channels: the Unified Call Center (1929), WhatsApp service at 0115253333, social media accounts, email, and the official website. These channels receive complaints related to boarding passes, employee behavior, services for people with disabilities, limited mobility, and other issues.