News

Riyadh — The Saudi Standards, Metrology and Quality Organization (SASO) has awarded the General Authority of Civil Aviation (GACA) the "Hayyak" Saudi Quality Certificate in recognition of its excellence in customer service. The certificate was presented to Eng. Abdulaziz bin Abdullah Al-Dahmash, Executive Vice President for Quality and Customer Experience at GACA, by Eng. Saud bin Rashid Al-Askar, SASO’s Deputy Governor for Conformity and Operations, during an official visit by a SASO delegation to GACA’s headquarters in Riyadh. GACA earned the certificate after successfully meeting SASO’s quality requirements across all types of service centers that support beneficiaries. The recognition comes as part of GACA’s broader efforts to enhance service standards and deliver high-quality experiences to travelers and stakeholders alike. Eng. Faisal bin Khalid Al-Habib, Director General of Beneficiary Care at GACA, affirmed the authority’s commitment to delivering the highest levels of service. He explained that receiving the certificate followed the implementation of all requirements under the technical regulation for the Saudi Quality Certificate for customer service centers. This step aligns with the principles of institutional excellence and international quality management practices. He added that the achievement reflects GACA’s ongoing mission to continuously enhance the traveler experience and deliver services that meet the highest global benchmarks, in line with the National Aviation Strategy. The Beneficiary Care Center at GACA underwent a comprehensive evaluation to assess the quality of services it provides. The review was based on a set of rigorous criteria aimed at raising competitiveness and service standards. The assessment covered all service channels, including face-to-face interactions, phone services, self-service kiosks, and electronic platforms. The certification framework seeks to unify service procedures, reduce processing times, and improve customer satisfaction by creating a consistent and efficient service environment across government, private, and non-profit sectors. GACA continues to deliver services to passengers and stakeholders with a strong focus on quality and professionalism, ensuring they align with the strategic goals of the aviation sector. In June 2024, GACA received two gold awards for Best Customer Service and Best Government Contact Center in the Europe, Middle East, and Africa region during its participation in the Contact Center World Conference held in Amsterdam, Netherlands. Earlier that year, in March, GACA also received an award from the Consumer Protection Association during a ceremony held in Riyadh to mark World Consumer Rights Day. The award recognized the authority’s efforts in protecting passenger rights and ensuring fair, transparent services.