Complaints & Suggestions
Laws & RegulationsGACA sets standards for assessing service quality at the Kingdom's airports
March 29, 2021
The General Authority of Civil Aviation (GACA) has set standards and indicators that measure the performance of services provided to travelers by involving the beneficiaries of services and stakeholders in developing those services, and improving sector performance and customer experience, with the aim of improving the quality of services provided to travelers and improving the travel experience and operational efficiency.
The indicators work according to three main axes, namely, service quality standards, evaluation list quality standards, and quality questionnaire at airports, and the latter touches the traveler directly and expresses the extent of his satisfaction with the services provided by the airport, and it is presented to a sample of passengers prior to their boarding the plane, and it contains 34 questions about passenger satisfaction about the services provided. There are 14 questions to determine the type of passengers. The results of the questionnaires are delivered to GACA on a quarterly basis. A unified questionnaire was built among all the Kingdom’s airports after reviewing the best practices from international expertise powerhouses in the field of passenger surveys.
In this regard, GACA placed at the forefront of its concerns people with disabilities, or travelers with limited movement, as it formed a committee concerned with addressing deficiencies in the procedures and services provided to them at airports, and a campaign was established to raise awareness of the rights and duties of people with disabilities to educate them and translate the regulation on protecting the rights of customers and the campaign "Your right is reserved" in sign language. GACA cooperated with Saudi Arabian Airlines to link the website of the national carrier with the online portal of the Ministry of Human Resources and Social Development to allow people with disabilities who hold a disabled card to obtain a reduction in the value of airline tickets by simply entering the national identity information on the national carrier website.
GACA provided multiple communication channels around the clock to ensure interaction with passengers and airport visitors through the following communication channels: the unified call center (8001168888), social media accounts, e-mail, and the website where GACA receives complaints from those channels, which varied between issuing Boarding passes, employee handling and service for people with disabilities and limited mobility, and others.
In support of GACA to its success partners from the airports, GACA has prepared a booklet that includes guidelines for passenger services at airports and circulated it to airport operators specifying the controls that must be adhered to in the various airport facilities. This in addition to training the employees of national airlines and ground services companies who have a direct relationship with travelers to adhere to these regulations, through workshops that are held for them from time to time.
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