GACA issues October classification for air carriers, airports

Logo of General Authority for Civil Aviation (GACA)

Saudi Arabia’s General Authority of Civil Aviation (GACA) issued an index for the classification of air transport service providers and airports, based on the number of complaints filed by travelers to the authority in October.

GACA stated that the total number of complaints submitted by passengers on air carriers in October amounted to 950. Flynas was the least complained about carrier with 27 complaints per 100,000 passengers. The airline recorded a timely complaint handling rate of 100%.

Saudi Arabian Airlines (SAUDIA) ranked second with 27 complaints and a closure rate of 99%.

Flyadeal came third with 49 complaints per 100,000 passengers, reporting a timely complaint closure rate of 86%.

The most frequent complaints for October were about luggage services, flights, and tickets.

In October, King Abdulaziz International Airport reported the lowest number of complaints, at a rate of 1% per 100,000 passengers among international airports that receive over six million passengers annually. Only 32 complaints were filed by travelers, with a timely complaint handling rate of 82%.

King Abdullah International Airport reported the lowest number of complaints, at a rate of 1% per 100,000 passengers among international airports that receive less than six million passengers annually. One complaint was filed, with a timely complaint handling rate of 100%.

Al Qaisumah Airport recorded the lowest number of complaints among domestic peers at 4% per 100,000 passengers. Only one complaints was filed, with a timely complaint handling rate of 100%.

GACA’s monthly report aims to provide information to travelers about the performance of air carriers and airports in resolving their customers’ complaints, so that travelers can choose the appropriate service provider.

It stems from enhancing transparency and stimulating fair competition among air carriers and airports to develop and improve services.

GACA provides multiple communication channels around the clock to ensure interaction with travelers and airport visitors.