GACA issues classification of air transport service providers and airports for the month of April

The General Authority of Civil Aviation (GACA) issued today the index of classification of air transport service providers and airports based on the number of complaints filed by travelers to GACA during the month of April 2021.

GACA revealed the total number of complaints filed from passengers on air carriers during the month of April, which amounted to (276) complaints, and the index monitored that Saudi Arabian Airlines came as the least complaint by airlines, with three complaints per 100,000 passengers, and the rate of complaint handling at the specified time for the month of April reached 75%, while flynas came in second with (12) complaints per 100,000 passengers during the past month, with a rate of handling the complaint on time, which reached 92%, and thirdly, Flyadeal, where the number of complaints reached (43) complaints per 100,000 passengers, with a complaint handling rate on time has reached 77%. While, the most frequent complaints rankings for the month of April was for tickets refunding, then cancel flights, then delayed flights.

GACA clarified that the index of classification of airport service providers indicated that King Fahd International Airport in Dammam was the lowest in terms of complaints filed to the authority for every 100,000 passengers in the index during the month of April, with one complaint and the rate of complaint handling in the specified time and reached 67%, while the second airport was King Khalid International in Riyadh, according to one complaint for every 100,000 passengers that were filed at the airport and it was closed at a rate of 67%, Abha International Airport came in third with one complaint per 100,000 passengers, with a complaint handling rate on time that reached 50%, and the following airports were consecutively resolved as the lowest airports with complaints per 100,000 passengers, namely (Prince Naif bin Abdulaziz International Airport in Qassim, Prince Mohammed bin Abdulaziz International Airport in Madinah, King Abdulaziz International Airport in Jeddah, Taif International Airport, Prince Abdul Mohsen bin Abdulaziz International Airport in Yanbu, Arar Airport, Prince Sultan bin Abdulaziz Airport, Tabuk International Airport, Al-Jouf International Airport, Bisha Airport, Wadi Al-Dawasir Airport).

GACA stated that the issuance of the monthly report for the index of classification of air transport service providers and airports (in terms of complaints filed to the authority), aims to provide information to travelers on the performance of air transport service providers and airports in resolving their customers' complaints.  This in order for travelers to choose the appropriate service provider, as well as enhancing transparency, demonstrating the authority's credibility and its keenness on travelers' complaints, and stimulating fair competition between air transport service providers and airports to develop and improve services.