News

The General Authority of Civil Aviation, represented by the Beneficiary Care Center in the Quality and Customer Experience sector, has won two gold awards: Best Contact Center and Best Customer Service in Europe, the Middle East, and Africa. This recognition was received during its participation in the annual Contact Center World conference, held from May 27-29, 2025, in Berlin, Germany.

The award highlights GACA's commitment to streamlining complaint processes, upholding transparency, and resolving complaints in line with the Passenger Rights Protection Regulations. It also reflects the Authority’s efforts to raise awareness of passengers' rights, offer accessible and diverse communication channels, and ensure that passengers can claim their entitled compensations as per the regulations.

Eng. Alhobayb affirmed GACA’s relentless efforts to deliver an optimum standard of service to passengers and beneficiaries, in line with the goals of the National Aviation Strategy. He also drew attention to the launch of GACA’s “Know Your Rights” campaign to educate passengers about exercising their rights, utilizing regulations, and communicating with airlines when facing challenges. This represents another step toward effective implementation of the regulations.
The Authority has created an official website, dedicated social media accounts, and airport display screens to provide passengers with direct access to all relevant information.

In the first quarter of 2025, GACA’s Beneficiaries Care Center handled 82,403 interactions, including 38,205 phone calls, 8,350 emails, 2,960 live chats via the X platform, 19,589 website visits, 12,730 live and automated WhatsApp chats, and 569 sign language conversations, according to statistics from the Center.

Eng. Alhobayb emphasized that the Center operates at the highest possible standard of quality, with an average response time of 18 seconds, an average call duration of three minutes 24 seconds, and a call drop rate of only 3% of total interactions - an achievement underscoring the professionalism of the Center’s 100% Saudi team.

Eng. Alhobayb also noted that the Center provides all services to the deaf community in sign language through video calls with customer service representatives, via a dedicated channel that ensures the privacy of beneficiaries while answering their needs, with feedback collected after each interaction through customer satisfaction surveys.

Through these various communication channels, GACA aims to enhance engagement with passengers, boost customer satisfaction, and deliver a premium service around the clock.

The Beneficiaries Care Center actively supports GACA’s regulatory role by employing advanced technologies to monitor all operational processes and incoming interactions, analyze beneficiary feedback, and track performance standards across all channels.