News

The General Authority of Civil Aviation (GACA) has released its performance index for air transport service providers and airports, based on the number of passenger complaints submitted to the Authority during August 2025. GACA reported that the total number of complaints against air carriers reached 2,313. Saudia recorded the lowest number of complaints, with 37 complaints per 100,000 passengers, and a 98% on-time resolution rate for August. flynas ranked second with 42 complaints per 100,000 passengers, achieving a 100% resolution rate, followed by flyadeal in third place with 43 complaints per 100,000 passengers, also with a 100% resolution rate. The most common complaint categories in August were related to flights, followed by baggage services, and then ticketing. GACA noted that King Abdulaziz International Airport in Jeddah had the lowest complaint rate among international airports serving over 6 million passengers annually, with 1% per 100,000 passengers (24 complaints), and a 96% on-time resolution rate. King Abdullah Bin Abdulaziz International Airport in Jazan recorded the lowest complaint rate among international airports serving fewer than 6 million passengers annually, also at 1% per 100,000 passengers (2 complaints), with a 100% resolution rate. In the domestic airport category, King Saud Airport in Al-Baha had the lowest complaint rate, at 3% per 100,000 passengers (2 complaints), and a 100% resolution rate. GACA emphasized that the monthly publication of the performance index aims to provide travelers with transparent insights into how air transport service providers and airports handle customer complaints. This initiative supports informed decision-making for passengers, promotes transparency, reinforces the Authority’s credibility, and encourages fair competition to enhance service quality across the aviation sector. As part of its commitment to supporting airport partners, GACA has developed a guidebook outlining best practices for managing passenger complaints. This guide has been distributed to airport operators and includes clearly defined protocols and service level agreements for handling all types of complaints and inquiries. Additionally, GACA has conducted training workshops for frontline staff from national airlines and ground service companies to ensure compliance with the Executive Regulations for Customer Rights Protection. GACA also provides round-the-clock communication channels to ensure continuous engagement with travelers and airport visitors. These include the Unified Call Center (1929), WhatsApp service (0115253333), social media accounts, email, and the official website. Through these channels, passengers can submit complaints related to boarding pass issuance, staff conduct, services for persons with disabilities and limited mobility, and more.

The Kingdom of Saudi Arabia, represented by the General Authority of Civil Aviation (GACA), concluded its participation in the 42nd General Assembly of the International Civil Aviation Organization (ICAO), held in Montreal from September 23 to October 3, by signing 17 agreements and memoranda of understanding in the field of air transport. The Kingdom also submitted 31 working and information papers covering innovation, safety, sustainability, security, and passenger experience, and held 40 bilateral meetings to strengthen international cooperation in aviation. During the Assembly, ICAO’s Executive Council renewed Saudi Arabia’s membership for the 2026–2028 term, with the Kingdom receiving 175 out of 184 votes—maintaining its seat since 1986. This reflects Saudi Arabia’s leadership in shaping global civil aviation policy through its initiatives and commitment to international best practices. Leading the high-level Saudi delegation, His Excellency Eng. Saleh bin Nasser Al-Jasser, Minister of Transport and Logistic Services and Chairman of GACA, announced a generous donation of $1 million from the Custodian of the Two Holy Mosques, King Salman bin Abdulaziz Al Saud, in support of ICAO’s “No Country Left Behind” initiative for the 2025–2028 cycle. The initiative aims to assist developing countries in implementing ICAO’s safety and security standards. ICAO also honored the Kingdom, represented by Mr. Mohammed bin Saad Al-Fawzan, Chair of the Cooperative Aviation Security Program – Middle East (CASP-MID), in recognition of his leadership in enhancing aviation security capabilities across the region. The recognition underscores Saudi Arabia’s pivotal role in supporting UN aviation programs and international efforts to ensure no country is left behind. Throughout the Assembly, Saudi Arabia signed 17 bilateral agreements and MoUs in air transport and held 40 bilateral meetings, reinforcing its commitment to expanding its global aviation footprint, enhancing regulatory frameworks, and improving safety and security standards—while offering more travel options to passengers. The Kingdom’s 31 submitted papers addressed a wide range of topics aligned with Saudi Vision 2030, including airport infrastructure development, air transport facilitation, environmental sustainability, carbon emissions reduction, and investment in biofuels and clean technologies. On the sidelines of the Assembly, Saudi Arabia hosted a reception attended by over 450 dignitaries, aviation leaders, diplomats, and ICAO member state representatives. The event featured a cultural exhibition showcasing traditional Saudi crafts such as weaving and leatherwork, along with folkloric performances from various regions of the Kingdom. A documentary film was also screened, highlighting the evolution of Saudi civil aviation and the Kingdom’s transformation into a modern aviation hub.

Saudi Arabia, represented by the General Authority of Civil Aviation (GACA), played a prominent role at the 42nd General Assembly of the International Civil Aviation Organization (ICAO), held in Montreal, Canada, from September 23 to October 3.  A high-level delegation, led by Minister of Transport and Logistic Services and GACA Chairman Saleh Al-Jasser, presented 31 working and information papers across key areas, including innovation, safety, security, sustainability, quality, and air transport.  GACA President Abdulaziz Al-Duailej emphasized that these papers align with Saudi Vision 2030's goal of transforming the Kingdom into a global logistics hub. They highlighted safety and security, including efforts to enhance aviation security and address emerging risks from advanced air mobility, such as drones and cyberattacks; sustainability, focusing on reducing carbon emissions, investing in biofuels, and clean technologies; and infrastructure and quality, advocating for airport infrastructure development and integrating the passenger experience into ICAO regulatory frameworks.  The delegation also reaffirmed the Kingdom's ambitious goals under the civil aviation program, aiming to reach 330 million passengers annually by 2030, double the number of international travel destinations to over 250, and increase air cargo capacity to 4.5 million tons annually. Key proposals presented included facilitating humanitarian and relief flights by addressing permit delays and inconsistent fees, reflecting the ongoing efforts of the King Salman Humanitarian Aid and Relief Center (KSrelief), and developing ICAO guidance materials for accrediting Air Navigation Service Providers to enhance global safety and efficiency.

During the 42nd General Assembly of the International Civil Aviation Organization (ICAO), held from September 23 to October 3 in Montreal, Canada, the Kingdom of Saudi Arabia signed a series of bilateral agreements and memoranda of understanding with 17 countries. These agreements reflect the Kingdom’s commitment to strengthening its global presence in aviation and air transport, while establishing regulatory frameworks for air traffic, enhancing safety and security standards, and expanding travel options for passengers. The agreements aim to boost bilateral cooperation in air transport, develop regulatory and legislative frameworks for civil aviation, increase international air connectivity, and reinforce aviation safety and security. They also support economic and tourism development between the Kingdom and its partners. Among the signings, H.E. Saleh bin Nasser Al-Jasser, Minister of Transport and Logistic Services and Chairman of the Board of Directors of the General Authority of Civil Aviation (GACA), signed bilateral air transport agreements with Antigua and Barbuda and South Africa. These agreements are part of Saudi Arabia’s broader efforts to develop its air transport system and position the Kingdom as a global logistics hub — a key pillar of Saudi Vision 2030. As part of the Assembly’s agenda, H.E. Abdulaziz bin Abdullah Al-Duailej, President of GACA, signed a memorandum of understanding with the African Civil Aviation Commission (AFCAC) to promote technical cooperation in infrastructure operations, modernization, and development. The agreement also includes the exchange of expertise and best practices based on mutual benefit and in accordance with the laws and regulations of Saudi Arabia and AFCAC member states. In his capacity as President of the Executive Council of the Arab Civil Aviation Organization, Al-Duailej also witnessed the signing of a memorandum of understanding between the Arab Civil Aviation Organization and AFCAC to enhance regional collaboration and support civil aviation development across both regions. Additionally, Al-Duailej signed operational and cooperative memoranda of understanding and bilateral agreements with Brazil, Algeria, Belarus, Guinea, São Tomé and Príncipe, Liberia, Georgia, the Union of the Comoros, and Seychelles. These agreements aim to strengthen strategic partnerships and modernize air transport cooperation in line with the legal and regulatory frameworks of each country. Further agreements were signed with Lithuania, China, Finland, Latvia, and Saint Lucia. Representing GACA in these signings was Ali bin Mohammed Rajab, Executive Vice President for Air Transport and International Cooperation.   These agreements contribute to the goals of Saudi Arabia’s Aviation Program, expanding the operational network of national carriers and reinforcing the Kingdom’s position as a global logistics hub. They also support Saudi Arabia’s ambition to connect with 250 international destinations and transport 330 million passengers annually by 2030 — in line with the objectives of Vision 2030.

Fahd bin Khalid Al-Ghamdi achieved an unprecedented accomplishment, becoming the first Saudi to receive the classification of the International Civil Aviation Organization (ICAO) in the field of air transport facilitation. This achievement represents Saudi Arabia’s effective international presence and affirms the Kingdom’s global leadership in achieving its ambitious goals to be among the forefront of the world's countries in the aviation sector. Al-Ghamdi was selected by ICAO as one of only 12 international experts, serving as a certified trainer and reference for ICAO Annex 9 – Facilitation. His responsibilities focus on training representatives of member states, providing technical advice to governments, and contributing to the development of international legislation, protocols, and training materials. Additionally, his role involves updating Annex 9 of the Chicago Convention (1944) and supporting states in applying international standards.  Fahd Al-Ghamdi stated that the expertise he gained in the Kingdom, particularly during his tenure as Director-General of Air Transport Facilitation at the General Authority of Civil Aviation (GACA), formed the basis for his international success.

The General Authority of Civil Aviation (GACA) today released its monthly report for August 2025 on the punctuality performance of airports and national carriers, based on flights departing or arriving within 15 minutes of their scheduled time, providing travelers with insight into adherence to flight timetables and helping enhance the overall passenger experience. The report highlights King Khalid International Airport in Riyadh, King Fahd International Airport in Dammam, Prince Sultan bin Abdulaziz International Airport in Tabuk, AlUla International Airport, and King Saud bin Abdulaziz Airport in Al-Baha in the top rankings. Airports were divided into five categories based on annual passenger numbers. In the international airports category serving over 15 million passengers, King Khalid International Airport in Riyadh achieved an 82% compliance rate. King Fahd International Airport in Dammam led the 5 to 15 million passengers category with 83%, while Prince Sultan bin Abdulaziz International Airport in Tabuk topped the 2 to 5 million category at 85%. AlUla International Airport stood out in the under 2 million passengers category with an impressive 95% compliance rate. Among domestic airports, King Saud bin Abdulaziz Airport in Al-Baha ranked first with a 98% compliance rate. At the airline level, Saudia Airlines recorded commitment rates of 82% for arrivals and 81% for departures. While flynas achieved 77% for arrivals and 82% for departures, flyadeal performed best in this segment with 83% for arrivals and 87% for departures. The GACA report also highlighted key domestic and international routes, noting that the domestic Tabuk–Riyadh flight and the international Riyadh–Amman route each demonstrated a 92% compliance rate.  These efforts align with the National Aviation Strategy, which aims to strengthen the Kingdom's position as a leading regional aviation hub by improving operational standards, boosting efficiency, and elevating service quality for travelers.